Custom Closets in Two Bedrooms
I had posted a legitimate review of my experience with this company on May 24 - for one reason or another, the review seems to have been removed!
To repeat my experience: I was over-charged (miss-quoted) due to 'clerical error' and it took weeks of haggling and going through visa to resolve, and even then, only a partial refund was issued.
Unfortunately, after a closer look, we noticed that the new silver shelving wasn't fastened at all at the bottom - it's only fastened to the wall at the top. This leaves it somewhat wobbly; i.e., you can actually pull it out, away from the wall, by hand. The other side (in the larger bedroom) is fastened both at the top and bottom. In the master bedroom, the screws that fasten the support to the wall are visible; no washers or caps were used to create a polished look, and you can actually see the crushed fibre and shipped surface around the screw entries. The other side (in the smaller bedroom) at least has some caps applied.
These people don't understand the first thing about customer service and don't seem to have any interest in new customers anyway, given how successful business is with existing clientele.
- Approximate cost of services:
- $2,200.00
- Company Response
It is unfortunate that some people are not truthful. There is no question that there was some confusion about the billing, but the customer demanded a refund to which he was not entitled. We documented this for the client and offered to make a personal visit in order to review the work and compare it to an itemized bill. He repeatedly refused to allow this visit or view the documentation, and this refusal led to the delay in tendering the actual refund to which he was entitled. This customer is simply attempting to capitalize on an unfortunate clerical error. The bill reflects the work that was done. Lastly, what he calls a flaw in the shelving we installed is in fact a testament to the strength of the system, exactly how it is displayed and demonstrated in our showroom, and exceeds the manufacturer’s requirements. Had he contacted us with these comments, or visited our showroom in person, we would have been happy to answer to them. It is regrettable that he instead chose to post an untruthful online review under a false name. And while we certainly regret that he has felt it appropriate to express his dissatisfaction in this manner, we are confident that his concerns, when raised, were addressed; and that in spite of missteps along the way he received good customer service and good solutions to his closet needs. And yes, we are quite proud of our repeat and referral business, as they are evidence of a strong base of satisfied, contented customers, who were all once new themselves; to suggest we are not interested in acquiring new ones defies logic.