This response is in regards to a complaint submitted to the Revdex.com about your business on 8/30/from *** ***. ID #***.My previous response is on record.This is in response to client ***'s response of Sept 15, 20141) It is not true that we did not contact the client to remind her, numerous times, to bring the certificate that she contracted to have framed with two frames as indicated on the order receipt attached to my previous response.We were ready to do the contracted framing job because we had ordered the two moldings for herAs previously indicated, *** *** and *** ***, who work here can verify this to be trueThere is no indication on the work order to hold the orderWe had an order with a deposit and were told the client would bring in the certificateWe ordered the frames that were requested.We order every week on MondaysThis clients material was ordered on the following Monday, 7/5/14, from *** moulding, *** moulding and *** *** moulding. 2) It is not factual that the moulding was damaged in two places, as stated in the Sept 15th commentsIt is not factual that the client mentioned two placesThe client addressed only one outside corner that was not touched up with nail fillerThat was appropriate because, as I indicated, we did not fill that one cornerWe filled I that one corner with nail filler, that is standard in the industryShe requested we use something other that nail fillerWe did and filled in with epoxy and hand painted and color matched the one cornerShe was still not happy so we replaced one side of the moulding with a new legAll of these repairs happened on the day or next day of her inspection We examined the frame each time and there was no other 'damage', in any other area of the frame and the client never mentioned any other area at any time, until now. 3) We did all that was possible to satisfy this clients needs and delivered a frame in perfect condition, that she ordered.4) We ordered two frames for this client that she approvedThe client never advised us to hold the orderWe received a $deposit on the certificate.Unless instructed to do otherwise, we order materials for contracted jobs when we receive a deposit. We repeatedly contacted the client to bring the certificate in so we could complete her framing job. We had ordered the frames that the client approved for the certificateWe had the moulding for well over days. The client did not bring in the certificate and wanted to cancel the order.We refunded $to the client and informed that we had ordered the frames she requested and kept $to offset the cost of packing, shipping and restocking the two moldings, to two different locations, for the certificate that she orderedThe$did not cover the expense of the client canceling the order but I believe that returning most of the deposit was a good will gesture.I am sorry this client did not agree. We will continue to strive to do to do excellent work at reasonable prices and to be fair and honest and to continue to do all we can the business practices that has earned a very good reputation. It is regrettable that some of this client's statements are not in line of what occurred, as witnessed by me and my employees.Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business did not offer any resolution I did not receive ANY calls regarding the certificate framing...only that my art work was ready and that anytime I was ready to proceed with the certificate was fine Not as an indication that the material had arrived, but as a reminder It is impossible for them to have ordered material and have gotten it in on June 26, as that was the day that I came in originally I showed the owner where the frame was damaged in different places, he only fixed 1, but the aggressive manner in which he treated me discouraged me to pursue the other damage It's pretty obvious to me that he is unwilling to complete my refund...please post my complaint and leave it up on your website as unresolved
Regards,
*** ***
I am writing in reference to a customer complaint and to share what I and my employees experienced attempting to satisfy this client.Reference# ***The customers name was *** ***. Original transaction on 6/26/17:Client came in with her art and we designed a piece of art with a
ruby red lacquer frame, 5947RD, that exactly matched that prime color in the artworkThe client approved of the design and paid in full.This client also designed framing for a certificate that included two frames from two sourcesThe client left a deposit of $on a $order.The client stated that she would bring in the certificate at a later date. We ordered all materials and frames from three differs sources. There was no discussion to not order the framing material for the certificate, which had a $depositWe require a deposit when ordering frames and material for clients projectsIf we had been instructed to not order the frame, we would not have requested and collected a depositThere were no notes referencing to hold the order on the work order ticket.We completed the agreed work with the art that was left. We repeatedly called the client to remind to bring in the certificate so we could frame it, as the notes of the order form indicates We got no response.When the client picked up the completed framing job, she immediately claimed that the frame was wrong, not what she ordered and was the wrong colorI showed the client the frame sample that she ordered and it was not a different frame or color.The client pointed out the the outside joint of the top right corner of the frame.I noticed that we overlooked filling in the outside of one corner with nail filler. It is not factual that, "...the frame had about four or five little pieces missing on a couple of the corners."I acknowledged the oversight and informed the client we would be happy to fill in the one area of the one corner, which we did immediately It is a standard procedure to use nail filler to touch up the corner of the jointThere was nothing wrong with the rest of the frame The client wanted an entire new frame or her money backThe client was not satisfied with the nail filler, so I said we would fill the with an epoxy and hand paint match the hard filler,which we did the next day and it was very difficult or impossible to see any flawWe believed we did a good job matching the colorThe client was not satisfied and claimed the paint was a different color.We then said we would replace one of the legs at no charge and presented the client with the completed job in perfect condition, the following day.The client then said she wanted her money back on the other order she contracted us to doWe had designed the job with the client's approval and ordered two frames from two different sources for the jobWe were not instructed to not order materials when the order was taken and deposit received I did not state that we would not order the framing materialsThese moldings were ordered and were in our store from 6/to 8/We contacted the client answering machine numerous times to inform her we were ready to frame her certificateWe did not hear back from the client. I refunded $of the $deposit on the certificate framing. We had ordered ten feet of framing from two different sources,( feet), and to return them we have to package two foot sticks of moulding we ordered for her, to two different sources, pay for packing and shipping on the two and pay a restocking fee on both.The $did not cover these costs, but as a goodwill gesture returned $40.00. I have included the invoices of these two transactions.We have been in business for over three decades and have worked hard to do good work at fair prices and make the art and our clients happyWe have a good reputation of being fair, honest and good craftsmen. I am saddened to have to respond to this issue but need to defend against unfair accusations. We hope this clarifies what occurred and that all understand that we did all that was reasonable to satisfy this client.We stand by our good reputation.This can be verified by employees, *** *** and *** ***.Please feel free to contact me if I may offer any further information or if you wish for statements from witnessing employees. Sincerely,*** ***
*** *** *** * *** *** ***
*** ** *** ***
*** ***
***
This response is in regards to a complaint submitted to the Revdex.com about your business on 8/30/from *** ***. ID #***.My previous response is on record.This is in response to client ***'s response of Sept 15, 20141) It is not true that we did not contact the client to remind her, numerous times, to bring the certificate that she contracted to have framed with two frames as indicated on the order receipt attached to my previous response.We were ready to do the contracted framing job because we had ordered the two moldings for herAs previously indicated, *** *** and *** ***, who work here can verify this to be trueThere is no indication on the work order to hold the orderWe had an order with a deposit and were told the client would bring in the certificateWe ordered the frames that were requested.We order every week on MondaysThis clients material was ordered on the following Monday, 7/5/14, from *** moulding, *** moulding and *** *** moulding. 2) It is not factual that the moulding was damaged in two places, as stated in the Sept 15th commentsIt is not factual that the client mentioned two placesThe client addressed only one outside corner that was not touched up with nail fillerThat was appropriate because, as I indicated, we did not fill that one cornerWe filled I that one corner with nail filler, that is standard in the industryShe requested we use something other that nail fillerWe did and filled in with epoxy and hand painted and color matched the one cornerShe was still not happy so we replaced one side of the moulding with a new legAll of these repairs happened on the day or next day of her inspection We examined the frame each time and there was no other 'damage', in any other area of the frame and the client never mentioned any other area at any time, until now. 3) We did all that was possible to satisfy this clients needs and delivered a frame in perfect condition, that she ordered.4) We ordered two frames for this client that she approvedThe client never advised us to hold the orderWe received a $deposit on the certificate.Unless instructed to do otherwise, we order materials for contracted jobs when we receive a deposit. We repeatedly contacted the client to bring the certificate in so we could complete her framing job. We had ordered the frames that the client approved for the certificateWe had the moulding for well over days. The client did not bring in the certificate and wanted to cancel the order.We refunded $to the client and informed that we had ordered the frames she requested and kept $to offset the cost of packing, shipping and restocking the two moldings, to two different locations, for the certificate that she orderedThe$did not cover the expense of the client canceling the order but I believe that returning most of the deposit was a good will gesture.I am sorry this client did not agree. We will continue to strive to do to do excellent work at reasonable prices and to be fair and honest and to continue to do all we can the business practices that has earned a very good reputation. It is regrettable that some of this client's statements are not in line of what occurred, as witnessed by me and my employees.Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business did not offer any resolution I did not receive ANY calls regarding the certificate framing...only that my art work was ready and that anytime I was ready to proceed with the certificate was fine Not as an indication that the material had arrived, but as a reminder It is impossible for them to have ordered material and have gotten it in on June 26, as that was the day that I came in originally I showed the owner where the frame was damaged in different places, he only fixed 1, but the aggressive manner in which he treated me discouraged me to pursue the other damage It's pretty obvious to me that he is unwilling to complete my refund...please post my complaint and leave it up on your website as unresolved
Regards,
*** ***
I am writing in reference to a customer complaint and to share what I and my employees experienced attempting to satisfy this client.Reference# ***The customers name was *** ***. Original transaction on 6/26/17:Client came in with her art and we designed a piece of art with a
ruby red lacquer frame, 5947RD, that exactly matched that prime color in the artworkThe client approved of the design and paid in full.This client also designed framing for a certificate that included two frames from two sourcesThe client left a deposit of $on a $order.The client stated that she would bring in the certificate at a later date. We ordered all materials and frames from three differs sources. There was no discussion to not order the framing material for the certificate, which had a $depositWe require a deposit when ordering frames and material for clients projectsIf we had been instructed to not order the frame, we would not have requested and collected a depositThere were no notes referencing to hold the order on the work order ticket.We completed the agreed work with the art that was left. We repeatedly called the client to remind to bring in the certificate so we could frame it, as the notes of the order form indicates We got no response.When the client picked up the completed framing job, she immediately claimed that the frame was wrong, not what she ordered and was the wrong colorI showed the client the frame sample that she ordered and it was not a different frame or color.The client pointed out the the outside joint of the top right corner of the frame.I noticed that we overlooked filling in the outside of one corner with nail filler. It is not factual that, "...the frame had about four or five little pieces missing on a couple of the corners."I acknowledged the oversight and informed the client we would be happy to fill in the one area of the one corner, which we did immediately It is a standard procedure to use nail filler to touch up the corner of the jointThere was nothing wrong with the rest of the frame The client wanted an entire new frame or her money backThe client was not satisfied with the nail filler, so I said we would fill the with an epoxy and hand paint match the hard filler,which we did the next day and it was very difficult or impossible to see any flawWe believed we did a good job matching the colorThe client was not satisfied and claimed the paint was a different color.We then said we would replace one of the legs at no charge and presented the client with the completed job in perfect condition, the following day.The client then said she wanted her money back on the other order she contracted us to doWe had designed the job with the client's approval and ordered two frames from two different sources for the jobWe were not instructed to not order materials when the order was taken and deposit received I did not state that we would not order the framing materialsThese moldings were ordered and were in our store from 6/to 8/We contacted the client answering machine numerous times to inform her we were ready to frame her certificateWe did not hear back from the client. I refunded $of the $deposit on the certificate framing. We had ordered ten feet of framing from two different sources,( feet), and to return them we have to package two foot sticks of moulding we ordered for her, to two different sources, pay for packing and shipping on the two and pay a restocking fee on both.The $did not cover these costs, but as a goodwill gesture returned $40.00. I have included the invoices of these two transactions.We have been in business for over three decades and have worked hard to do good work at fair prices and make the art and our clients happyWe have a good reputation of being fair, honest and good craftsmen. I am saddened to have to respond to this issue but need to defend against unfair accusations. We hope this clarifies what occurred and that all understand that we did all that was reasonable to satisfy this client.We stand by our good reputation.This can be verified by employees, *** *** and *** ***.Please feel free to contact me if I may offer any further information or if you wish for statements from witnessing employees. Sincerely,*** ***
*** *** *** * *** *** ***
*** ** *** ***
*** ***
***