Paint A Piece

Piece was damaged during glazing process, specifically against my request. Manager refused to help fix, let me remake, or refund my money.I painted a set of coasters on Valentine's Day this year. I painted both sides, and inquired specifically if one side would get damaged during the glazing/firing process. The employee insisted neither side would get damaged, but I asked her to make sure if one side did get messed up, it was not the side I had spent a good deal of time painting pictures on. She again assured me neither side would be damaged. I came back a few days later to pick up my piece, and one side had been damaged on each of the 4 coasters. Furthermore, on two of them, it was in fact the side I had painted pictures on. It appears they had glazed both sides, but rather than waiting for one side to dry and then glazing the other, they sat the one side on a small, 3 pronged object like a pizza box holder, which damaged the paint and the glaze on one side. I asked about this, and they said I would have to speak with a manager about it. I called to speak with a manager the next day, who said they might be able to help me fix it. However, when I took them back up there, I was informed by another manager that they would not do anything to help me, not refund my money or allow me to repaint another set of coasters. They went on to say that even though I requested if one side was to be damaged, to make it the side without pictures, that their employees use their "best judgement" when glazing and firing the pieces, and in other words, they don't care and will not help me, because it didn't matter that I had asked them not to mess it up. Apparently, their employee lacked any sort of judgement, since it was fairly obvious which side should be conserved, but either way that shouldn't be an excuse to not practice good customer service. I had been very pleased with this establishment prior to this experience and had been several times to paint various things with no issues. Since then, I have not been back and am still very upset over the obvious pack of customer service. It is never appropriate or acceptable to say, "well, my employee used their "best judgement, even if it's exactly the opposite of what you asked for, so you just get what you paid for." Imagine if McDonald's gave you a hamburger with pickles and mayonnaise when you asked for no pickles and mayonnaise, and then when you asked them to fix it, they said, "no, we don't make changes to give our customers what they asked for, because our employees used their best judgement and gave you what they thought was best." Seems pretty dumb, right? It's all service, and this one was terrible.Desired SettlementI would like to either have my coasters fixed, as the first manager I spoke to described, dremmeling down the spots where they are damaged, and repainting/glazing them in those spots if that is possible. If not, I would like to paint another set of coasters for free.Business Response Contact Name and Title:[redacted], OwnerContact Phone: [redacted]Contact Email:[redacted]@paintapiece.comWhat a great resource. As the owner of Paint a Piece, unfortunately I was not notified of this issue until receiving a letter from the Revdex.com. I immediately contacted Ms.[redacted] and explained how we (Paint a Piece) could have solved her problem sooner. During the kiln loading process, it is up to the loader to determine which side of a piece should face down or up. These pieces are then stilted on 3 prongs to prevent the piece from fusing to the kiln shelf. In this case, the loader made a mistake and loaded her intricate artwork facedown. When Ms.[redacted] picked up, she expressed her dislike with a new employee and her concerns were not relayed to me. While I understand the time lost in needing to repaint these coasters, I have offered for them to be repainted at no charge or another item of her choice. She has gladly accepted and I am happy to have been able to solve her issue and continue to have her as a customer. As the owner of an art studio, things aren't always fixable or preventable but in this case it was. I ask any other customers that may have preventable issues to contact me personally at[redacted]@paintapiece.com. Thank you!