A Rustic Garden Ltd.

These brackets were custom made upon request in September 2016. This was the 4th order from this particular customer, all for custom built items built to fit exactly to her specifications. After nearly $in purchases over the course of months everything has fit
perfectly. In December a fifth order was placed for more of the same custom bracket we had built in the past but we did not have anything in hand to copy so she sent a picture with some measurements for us to build from. Evidently these new brackets were not identical to the previous and would not work for her. She then sent us back a correct bracket for us to copy, which we did and the second round of brackets fits perfectly. We build custom items upon request every day and ship them long distance across country. We must have accurate measurements provided by the customer to ensure these items will fit. The picture she provided, though it seemed like it was clear enough initially, did not have the adequate dimensions included for us to build the items to match her previous ones identically. We apologized that the brackets did not fit but we cannot build items on a trial and error basis for free at our own cost

It may have looked like a simple bracket but it took a bit of labor to make.  The 1/2" rod that she says would not fit through the hole does not sound accurate at all.  That hole was punched with a hydraulic punch using a 1/2" round punch and die.  Then the hole was ground out to a 37 degree angle to allow the rod and stake to slip through at the precise angle she requested, 37 degrees.  The only way we could check to see if the 37 degree angle was achieved was to slide the rod through the hole and use a digital level that displays the degrees off of square.  Each bracket had the rod slipped through the hole and was verified to be at 37 degrees exactly.  Perhaps the rods you are using on these new 6 brackets are a different size than the ones we sent you that were intended to work with the first batch.  If you use one of our rods it will fit through the hole at the exact angle requested because we punched, ground, and checked each one ourselves. Again I am sorry that after everything we built to exact specifications, that these six pieces don't fit with the rods you purchased elsewhere but we built them for you and you will have to pay the $36 for the brackets that you requested.

Complaint: [redacted]
I am rejecting this response because: I don't expect people to work for free: I already paid for "proof of design samples"on this project ($60+).  This was an additional, small reorder.  A photograph of the original bracket was emailed and I followed up with a call to make sure there were no questions.  A sample was available but not requested (i mailed the sample to them for the second try). I have an email chain offering (a couple of times) to "get this done locally" if they couldn't do it.  It is a very simple  flat bar with a hole to accommodate 1/2" rod. On the first 6, they did not check to see if the hole they drilled would fit a 1/2" rod.  It did not.  I offered to return the first batch to be redrilled and cut down to proper size and was told they would just redo it.  At no time was not advised of additional charges, nor did I give permission for my credit card to be charged the second time. 
Sincerely,
[redacted]