Amy Carman Design LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The reiteration of their customer service, terms of service and how they handled the return of a defective table does not address a single irrefutable fact: I suggested and consented to the order of a replacement tableWithout my permission they later cancelled this orderThis resulted in a $restocking feeThey used my downpayment to pay this fee.Their terms of service in no way indicate that they may cancel an order at their discretion and pass along any resulting charges to a customer.I have no desire to work with this firm again, hence my rejection of their offerThe only way this will be satisfied is when I am refunded the $fee Regards, Lynne [redacted]

The terms of Ms. [redacted]'s sales order clearly stated that the table was a special order and could not be cancelled or returned after the order was placed. The order also makes it clear that Amy Carman Design reserves the right to repair any damage.Amy Carman Design immediately offered to repair the very minor damage at no charge, but after Ms. [redacted] made it clear that her main complaint centered on a standard feature of the table, we went the extra step of accommodating a return. Again, this is a special order table that normally cannot be returned. We quickly refunded Ms. [redacted]'s deposit less the manufacturer's restocking fee. This return and refund is a special accommodation that is outside our standard written policy as well as the terms of the manufacturer. We responded quickly to Ms. [redacted]'s complaint and worked diligently on her behalf in order to provide the best outcome possible.In spite of our efforts we regret that Ms. [redacted] remains dissatisfied. If she still wishes to order a different style replacement table from the same manufacturer we will provide that table, including free delivery, for the price we discussed. This order will be subject to the same special order terms as the first table she ordered. Best Regards,MeganMegan [redacted] *  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reiteration of their customer service, terms of service and how they handled the return of a defective table does not address a single irrefutable fact: I suggested and consented to the order of a replacement table. Without my permission they later cancelled this order. This resulted in a $215 restocking fee. They used my downpayment to pay this fee.Their terms of service in no way indicate that they may cancel an order at their discretion and pass along any resulting charges to a customer.I have no desire to work with this firm again, hence my rejection of their offer. The only way this will be satisfied is when I am refunded the $215 fee.
Regards,
Lynne [redacted]

Hi [redacted],I’m sorry that we haven’t been able to connect over the phone. Below is our response to the complaint that was filed against us. The ID is [redacted] from Lynne [redacted].On June 20th, 2016, Amy Carman Design received a deposit of $1025.00 on a dining table from Lynne [redacted]. A deposit on a...

sales order is considered an approval to order. As the sales order terms states “all items are special order and cannot be cancelled or returned after order is approved”. See below for our full sales order terms.On July 11th, 2016, the dining table was delivered to Lynne [redacted] with very minor damage to the table top edge and base (see attached photos). I received a phone call from Lynne and met her at her house right away that afternoon. When I arrived, I saw the slight damage to the table and I explained that we could have the damage repaired. However, Lynne was most upset about the metal detail on the table top. She refers to the metal detail as a “defective inlay trim” in her complaint. This in fact is not a defect in the table. After confirming with the manufacturer, the metal inlay is supposed to be raised about 1/16 of an inch and is not considered a defect.On the evening of July 11th, 2016, Lynne [redacted] emailed me indicating she found another dining table from the same manufacturer and if we agreed she would be open to an exchange.  I spent hours working with our sales representative to see if there was a possibility that the manufacturer would accept an exchange, since this is not their normal practice to accept a return or exchange due to minor damage. If minor damage was the only issue it would have been repaired locally at no charge to the client.  On July 13th, 2016, the manufacturer agreed to an exchange because I expressed how dissatisfied my client was with the design of the table top (raised metal inlay detail), and our rep put the exchange in motion. I informed Lynne [redacted] we could exchange the tables, and there would be a restocking fee for the original table. Lynne was unhappy with the restocking fee charge and indicated that she would get back to me with her decision by the end of day Friday, July 15th, 2016. The following Monday, July 18th, 2016, I opened an email from Lynne that was sent after business hours the previous Friday indicating she wanted a refund for the original table and that she would find her own replacement table. We immediately notified the manufacturer to hold shipping the second dining table because our client was now wavering on the exchange, and we wanted to avoid additional charges while we attempted to work this out with her. I then emailed Lynne to inquire about the replacement table order and indicated the balance would be due prior to delivery, as it is our policy and normal practice in the industry. We understand this may have caused some confusion because we delivered the original table prior to collecting the balance due. This occurred because on Friday, July 8th, 2016 we requested open delivery dates from our delivery service, and they indicated they would be in the [redacted] area the following Monday, July 11th, 2016 and would prefer delivering the table on that date. I quickly contacted Lynne to see if that would work with her schedule, which she confirmed. This quick delivery timeline forced us to deviate from our normal process and make an exception not to collect payment prior to delivery.Because Lynne [redacted] initiated the idea of an exchange and then began to waver once the exchange was in motion, we made the decision to mitigate our risk of incurring additional expenses (cost of table, shipping, receiving, storage fees, etc.) by cancelling the replacement table order with the manufacturer. On July 25th, 2016, I notified Lynne [redacted] that a refund check in the amount of $466.25 had been mailed to her. We deducted a total of $558.75 from her original deposit of $1025.00. This deduction included a $215.00 restocking fee and $343.75 owed for outstanding invoice #11187 dated 7/5/16 (due on receipt) for June design consulting.Amy Carman Design strives to provide vision, inspiration, guidance, and ultimately customer satisfaction. In this instance, the main dissatisfaction did not stem from minor damage that could have been remedied easily. The client was unhappy with her purchase because the table inlay was not as she envisioned. Amy Carman Design went above and beyond to orchestrate the return/exchange of the original table, contrary to our sales order terms as well as the manufacturer’s terms.Sales Order Terms:Please note, all items are special order and cannot be cancelled or returned after order is approved. Natural products including wood, leather, and stone will vary in composition, color and texture. These variations are to be expected and are not considered flaws, but rather desirable features inherent to the material. No two pieces are exactly alike and ACD cannot accept product returns due to natural variation. Order requires a deposit; balance is due when items are received in good condition by our receiving company. ACD reserves the right to replace or repair any items received in damaged condition. Receipt of deposit represents Buyer’s acceptance of these terms and conditions. Thank you for your order!Please let me know if I can be of any more assistance.Thanks,MeganMegan [redacted] *  [redacted] ____________________________ [redacted]