ComplaintsforStained Glass Inc

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product is cheap plastic with color smeared on the back that will not conform to agreed proofs. It did not match proofs that were agreed upon. SGI fumbled our order and needed more than 8 days to respond to us (snaps of communication attached). SGI and the owner are complacent and will lie to make you keep their shoddy product. When I first explained the SGI mistake via phone, they were understanding and apologetic. But SGI changed its tune when the owner got involved (see email exchange). Why should a customer have to call when SGI made the mistake? And why put words into a customer's mouth? Does SGI have no values? The owner begrudgingly called after I stated I may have no other option but to escalate the issue but offered no substantive path to resolution.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/09/20) */ Contact Name and Title: Mr. Lyndon ********* Contact Phone: XXXXXXXXXX Contact Email: ****@stainedglassinc.com We are sorry to hear you were not satisfied with the custom panels you purchased. We have thousands of satisfied customers who have found our panels to be both beautiful and easy to install. When we have the rare complaint, we always do our best to work with the displeased customer to deliver a fair solution. When you said the final product did not match the proofs, we gave you shipping labels so that you could return your panels to us for inspection. After receiving them, we determined that they matched the proofs you signed for exactly. Despite not having "fumbled" anything, we made you a generous offer that we have still not received a response to. We were also disheartened to discover you had started a credit card chargeback before the panels had even been returned to us. Our hope is that you will reply to our offer, and we can resolve this amicably. Sincerely, Lyndon ********* Consumer Response /* (3000, 8, 2022/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I didn't ask, nor do I need, the history of SGI as it is irrelevant. What matters is that in this instance, SGI and its owner erred significantly, and multiple times, and is trying to punish its customer for its missteps. 2. The owner appears to believe that simply because he states something it becomes a fact. Unfortunately for him, real facts don't work this way. 3. I don't know where he got that image of the product he shared so I am uploading pictures I captured before returning the panels. He appears to have copy-and-pasted the original proof which is an egregious falsehood. 4. It is clear as day that these do NOT match the proofs. This is an astounding lie the owner continues to tout. 5. Also, for a company whose name is 'Stained Glass' it is worth asking what stained glass has fuzzy/careless appearance such as this? 6. In our email exchange, SGI also tried to put words in my mouth regarding a comment I never made (images previously shared). This is the epitome of unethical business practice. 7. Additionally, his company told me this would be the cathedral format (cathedral example from SGI attached). These panels looked NOTHING like the promised cathedral format. Another lie. 8. SGI's substandard manufacturing, abysmal customer service, and growing web of lies is upsetting to us. I have a family to support and SGI has made our home improvement project nearly impossible now. 9. After consulting my bank, I was informed that SGI's delinquent responses and lies may be a strategy to wear me down and force the panels and charge onto me. Therefore, upon their consultation, I instituted the dispute and provided the facts and all communication. 10. SGI has its panels. I shipped them back exactly as SGI requested. I ask that SGI stops assailing my family and I with its vitriolic lies. 11. I have posted our exchange on twitter and on yelp. If SGI does not stop assailing me, I will expand the posts to all social media (Houzz, Google, Instagram, Facebook, etc.). Additionally, the owner was interviewed by The Herald Banner newspaper in 2010. I have contacted their investigation team to inform them my negative experiences with someone they wrote about previously and they have expressed interest in hearing my story for potential publication. I have not yet fully pursued this avenue as it is not my goal to harm anyone. 12. Further, KDFW FOX 4 News and The Investigative Unit at NBC Bay Area news have investigation teams I will consult if the owner does not stop assailing me. 13. I have also considered opening this further to the owner's building/architectural products customers. 14. Our request: please leave my family and I alone. You have your product; I returned it as you requested despite you sending me faulty panels, needing over a week to respond, and conjuring a web of lies. 15. I will remove the reviews I posted, and take no further action, if the owner agrees to the above including full refund. It is not my intention to harm anyone. My goal is only to move on and protect my family. Ultimately, I do not wish any ill on the owner or on SGI. Business Response /* (4000, 12, 2022/10/18) */ The facts are that Mr. ******* already got a refund. Mr. ******* claims to be seeking a refund, but he already issued and received a full chargeback through his credit card, securing his refund in full. A chargeback before he even sent the panels back for inspection. We are a small, family-owned business that designed a custom product for Mr. *******. The panels are an exact match to what he ordered and signed-off on. These windows cannot be resold as they were manufactured for Mr. *******'s specific size, shape, and design. Mr. ******* did not like the design he approved, he returned them at our expense, and had his credit card company issue a chargeback. He received his money back. We have paid our artists for the work they did on his panels, we have paid for shipping the panels to him, we have paid for having the panels shipped back, and we have paid a chargeback fee to our payment processor. He ordered a custom product and he already received all his money back, so we are not sure what more he is asking for. Consumer Response /* (3000, 19, 2022/11/01) */ ***Document Attached*** The merchant continues to mislead me & the BBB. I was not refunded and I was charged by the company again. Please see attached as proof from my bank. This is despite my having already returned the product to the merchant via their preferred courier and upon their request! Business Response /* (4000, 23, 2022/11/14) */ Mr. *******'s own credit card company investigated the matter and they ruled against his claim and reversed the chargeback they had given him. The credit card company's pre arbitration decision to rule against Mr. ******* and reverse his chargeback came a few days after the last time we had responded to the BBB. We appreciate the Better Business Bureau allowing us to respond and present the decision of the third party arbitrator.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩