ComplaintsforCR Woodworks

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5th, 2022 we placed an order for a custom made breakfast table. Total price was $950 and 50% deposit was paid that day through *****. We were told it would take 4-6 weeks and that they would contact us. After 6 weeks we contacted various times Catalina R***** and for a status. She barely answers communications once deposit was made. Sent email and IG message on August 10, and 20th and finally got a response. Picked up the table August 27th under heavy rain. Table has legs wrapped for protection and it seemed good. But couldn’t inspected properly because of the heavy rainfall. When we got home, table had damaged legs and was totally tilted. I sent communications with photos to Catalina R***** to which she replied she would check her weeks for us to bring the table. She never replied back. On Sept 3rd after again poor communication from Catalina we requested they came to out home for repair or cover transportation costs. She refused and we ended up leaving the table in her shop where she refused to tend to us and have her employees. I told the employees that we expected a full refund which they received the table. After a week we have yet to receive our money back. We already bought another table because we needed it since early August.

  Business response

  09/28/2022

  Communication between Federico Lopez and CR Woodworks
  July 5, 2022 - Customer placed order for a 54” Round Dining Table with CR Woodworks.
  August 27, 2022 - Customer picked up order and inspected the table with no concerns of balance and leg imperfections. He then loaded the table in his vehicle (in the heavy rain) and left with his table.
  August 27th and the 31st - Customer emailed and texted stating there were imperfections on the table. He was disappointed because table looked so beautiful but claimed he couldn’t assess it properly at the workshop but hoped that we could fix it. Which we replied we would be more than happy to repair it and check availability for him to bring the back table to be assessed and repaired, if needed.
  September 3, 2022 - Customer reached out and stated “Our total for transportation was a $100 to bring the defective table home these things shouldn’t happen at all. We requested either making the arrangements to pick it up, or return; pay for our transportation or fixing it here at our home”. The customer then became extremely rude and stated “Also, your customer service is horrible, you take too damn long to answer. I will give you until Tuesday to respond before taking legal action”
  Our response was “As stated on the invoice, we do offer a 90-Day warranted on all furniture. Furniture would need to be brought to the workshop by customer and picked up once it’s repaired.” I then asked that he let us know what day would be good for him to bring the table to us. We will make arrangements to have it repaired, if needed for him asap.
  Customer then proceeded to be rude and making threats stating “not the point you are making us spend more on this product than we wanted because of your negligence. If this is the service you give rather take the table back for a full refund. Honestly this has been a heads up for us. You either refund, come fix the table here or agree to cover transportation. You have until Tuesday before we take other steps”.
  
  CR Woodworks then responded verbiage from the invoice which includes the terms and conditions of purchase stating “Upon completion, customer is expected to inspect all custom-built furniture. CR Woodworks is not responsible for damages that occurs while loading or after customer leaves the premises of the business. Deposit is non-refundable After pickup; all sales are final. NO REFUNDS.” We let him know the table was inspected on our end and to make an appointment to bring in his table, in which we sent him the link.
  Customer responded rudely in ALL CAPS “Table WAS NOT INSPECTED IT WAS RAINING HEAVILY. THIS IS YOUR FAULT AND IT WAS NOT DAMAGED ON TRANSPORTATION HONESTLY YOU APPEAR NOT TO HAVE A CLUE. SEE THE PHOTO OF THE BALANCE SCALE. He also wrote in Spanish (translation) “LEARN HOW TO MAKE WELL MADE FURNITURE AND HAVE BETTER CUSTOMER SERVICE. OR IS IT THAT YOU ARE TELLING ME THAT it GOT UNBALANCED ALONG DURING TRANSPORTATION? I WILL JUST BRING IT TO YOU AND YOU KEEP IT.
  CR Woodworks stated to him that the responsibility was to inspect the table prior to taking it and that the weather is not an excuse (being we are covered in a warehouse). He also could have rescheduled for another day for pickup. We would have held his furniture with no charge to him. We let him know we would gladly correct his table, but the financial transportation responsibility is on the customer.
  Again, the customer was rude and stated learn to make better furniture. I never thought I should bring a scale because that’s basic, but I will bring it to you and you sell it however you want. I will take other actions.
  ***NOTE*** Federico proceeded to harass and state rude remarks under CR Woodworks business post on all social media outlets defaming my character and business using my personal name. His harassment continued for the entire day, and I was forced to block him due to being uncomfortable.
  Customer made an appointment for September 10th @ 11:15A with the message “I will expect you to repair this table within an hour. You have no idea the inconvenience this has caused.”
  
  September 10, 2022 - Customer did not arrive to his appointment until 12:05P. I stepped out the office for lunch assuming he was not coming at all since he was late. He was met by our shop manager in which he dropped off the table stating to do whatever we want with the table and left. This was not the arrangement that was made per his message was for us to have the table corrected for him.
  CR Woodworks reached out to Federico Lopez stating that was not the arrangement made and we would reassess his table and he would need to pick it up in 7 business days.
  His response was “One week. I would suggest you refund asap through *****.
  September 16, 2022 - Thereafter, we received a message from the customer of a NOTICE OF INTENT with a message that read “I have not received the refund. Please do so today. Since you refused to receive us last Saturday at your shop through your employees agreed to receive the table back and we expect a full refund of our money. If not received by tomorrow, we will take legal action to recover our money plus damages.
  In conclusion, CR Woodworks may have taken a few days in between responses (due to high work volume) but not at any given time did we deny services for Federico. Both parties agreed to correct the table. He made an appointment but had his own plans to neglect his table and leave it with us permanently without informing us of his new plans. Federico’s table has been assessed and corrected and is ready for pickup, but he has abandoned it; requesting a refund. Federico agreed upon the terms and conditions that all sales are FINAL - NO REFUNDS and has refused to pick up his table.
  
  

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