Barron Designs, Inc.

Review: On or about January **, 2014 I ordered Oxford Faux panels from the website for a total purchase price of $2,974.78 (including shipping). The panels were received on or about January **, 2014. When I opened the panels, they did not present with the same quality and/or appearance as pictured on the website. I called up customer service to request a refund. I was informed that my product was "custom" made and no refunds were permitted under any circumstances. This is NOT consistent with their website. [redacted] indicates on certain products that there would be no returns. This is not one of those products. For my product, the return policy is described as follows:

Return Policy

All our faux panels are made to order and cannot be returned without the permission of Barron Designs. At FauxPanels, we offer products of the finest quality to our customers. They are manufactured using long-lasting materials and we carefully inspect each order before shipping. Any return request must be made within 30 days from the day of receipt for an exchange or credit.

Note:

You cannot return any products that have been cut or altered in any way.

All clearance items are final and cannot be returned.

Dye lot changes (color variances) are NOT a valid reason for returns. Due to differences in texture, colors may vary between styles of products.

If you are returning merchandise because it was damaged in shipment, please read the If Your Shipment Is Damaged section above.

Returning a Product

If you need to return merchandise, please follow this process to assure proper credit.

To start the return process, call us at ###-###-#### to receive a Return Merchandise Authorization (RMA) number and to get the address you will be shipping to. We are not responsible for any merchandise returned to us without a valid RMA number nor can we be responsible for extra shipping charges if items are shipped to an incorrect address. If you are returning merchandise because it was damaged in shipment, please read the If Your Shipment Is Damaged section above.

Send back any returned merchandise in its original packaging with proper packaging material intact. Claims cannot be filed on items not properly and securely packaged.

Clearly mark the RMA number on the outside of the boxes.

Arrange and pay for the return shipping, including any shipping insurance. (We'll pay the return shipping costs if the return is a result of our error [you received an incorrect or defective item, etc.]).

You are also responsible for a 20% restocking fee. For custom products the restocking fee could be higher.

We must receive all merchandise returned to [redacted] in resalable condition in order to give credit. We issue credit only after we have received and inspected the merchandise.

Items must be received back to [redacted] within 30 days of date the RMA was issued.

My product was not custom made (they are all the same size panels of the exact dimension listed on the webpage; was not altered (is still in original packaging!); is not a clearance item.

I called to return the product on or about February **, 2014 -- which is well within the thirty (30) days required by the return policy. When I called, I was informed by [redacted] (their sales rep.) that no returns would be authorized under any circumstances. I explained that the product was "junk" and offered to pay the 20% restocking fee and shipping charges as indicated on the website. She said no returns are authorized and she refused to issue a return merchandise authorization (RMA). That is outrageous.Desired Settlement: I would like the company to furnish me with an RMA so that I can return the product in accordance with their return policy.

Business

Response:

Dear [redacted],

Here at Barron Designs, Inc. we value customer satisfaction above and beyond all. It is our promise to always leave the customer feeling happy that they choose to use our company. Therefore we are willing to bend our Terms and Conditions and authorize the return of products by our customer, [redacted].

We understand and acknowledge our customer’s concerns that they are unable to return their products. As stated is the first line of our Return Policy, All our faux panels are made to order and cannot be returned without the permission of Barron Designs. Also stated in our Order Policy, No Refunds, Returns or Cancellations All of our products are Made to Order and there are no refunds, returns or cancellations unless with written permission from Barron Designs, Inc., upon Barron Designs, Inc.'s discretion. All these items are listed in our Terms and Conditions on the website, [redacted].

We have contacted [redacted] to inform him of the authorization of his return and have emailed him the details for his return.

Thank you for your time and consideration in this matter. Please know that we are doing everything in our power to rectify the situation and hope that [redacted] feels very satisfied with our decision.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: [redacted].

Posted: 9/**/2015 5:11:24 PM about Barron Designs, Inc. also goes by Faux Designs:

Please read: It can save you time and money.

My story is long and so is my ongoing struggling experience: First of all, the company got my address wrong and Instead of me being able to correct my address with the trucking company directly, which I've never heard of, I was told I had to contact the shipper for them to call the trucking company to correct the address the shipper put in, incorrectly to begin with. Next, because it wasn't a company like [redacted], [redacted] or [redacted], I had to make an appointment for delivery. I set up the appt over a week ahead of time. An hour after expected delivery time, I called the trucking company myself and was told no delivery was quarterteed. This was told to me After I had already informed them we could only do a Friday delivery day. I asked what our other options are. They said we can pick up from their terminal, by the way and hour and half from me, Monday thru Friday 9-4. Then I was told I had to call the shipper to get permission to pick up my own package. I've already gotten a bad taste in my mouth from my experience up until now and asked to cancel my order. They told me that they've called the trucking company and was told that it was out for delivery from 4-6 this same day I was told by the actual trucking company that there is no chance for delivery that day. They said the trucking company was lying to us and that it will be here. I asked for cancelation and I was told no, its out for delivery. At this point my husband called the trucking company and they told him that it has no chance for delivery and then my husband called the shippers and asked for refund and they told my husband there was no one to talk to that they were all in a meeting and there's no refund department and that the trucking company is lying to him also and can't have a refund. At this point we were told we can have a refund minus a $300 shipping cost and the 10% discount given to me at time of order placed, totaling around $450. Trying to keep 25% of my total order of "shotty" shipping and customer service is unethical. By this time, I'm livid and on the phone with my credit card company to see what my options are with the this awful company. At this point all money is under dispute and will hopefully be receiving the full 100% back. I felt that potential buyers should beware of the company Barron designs which also goes by the name ([redacted] designs)Desired Settlement: For them to get the trucking company not to deliver the product and refund entire amount of funds

Business

Response:

Dear [redacted],Here at Barron Designs, Inc. we value customer satisfaction above and beyond all. It is our aspiration to always leave our customers feeling pleased that they chose to use our company. Therefore we were more than happy to assist this customer with their shipping carrier concern. We acknowledge our customer’s concerns that they were having issues with the shipping carrier that was delivering their products. We had reviewed the customer’s order and what occurred when it was placed. Upon review of the phone call that was placed to purchase product, the incorrect addresswas given to the customer service representative at the time. When the customer brought this to our attention we diligently got a hold of the trucking company to have this address revised. When the customer asked that her order be canceled, we addressed this concern and stated that all of our faux panel products are made to order and cannot be returned without permission of Barron Designs, Inc.. It is also stated under our order policy, no cancellations are accepted on orders after 24 hours of order being placed. All these items are listed in our terms and conditions on the website, [redacted]. At this point, we have attempted to reach this customer with no response. We did follow up on this shipment and have noticed that she has accepted the shipment of product. We do highly encourage this customer to contact us to go over any other concerns they might have. Thank you for your time and consideration with this matter. Please know that we are doing everything in our power to rectify the situation.Kind regards,Barron Designs, Inc.Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered the same color item as a previous item (walnut). I was not sent the correct color item. I called Barron Designs on Wednesday (8/**/15). I was sent to voicemail. I called again to discuss my issue with an agent the next day. I was told to send pictures and they would contact me back as soon as I sent them in. I waited an hour before I called back heated. I felt like I was being disregarded.

I am on a time sensitive job. We are trying to finish, but we can not put two completely different beams up on the ceiling. We paid god money for our product. We went back to our receipts from 9 months ago to insure that we ordered the correct product. We waited through weeks of production so that we could have our product. The Customer Service Specialist confirmed that it was a mistake on their end. She called and left a voicemail that said they would replace the beams that were wrong.

Then she retracted that statement and said it was my fault and offered me a product to buy.

There was not a manager to discuss the issue with all week long. I was supposed to get a call from a manager yesterday (8/**/15) but no one called.Desired Settlement: We would like for the company to send us either of the following:

IN THE NEW "WALNUT" COLOR

8 of Custom Rough Hewn Beam - W 6" × H 6" × L 16' (192") - Walnut, 3 sides, no endcaps

2 of Custom Rough Hewn Beam - W 20" × H 14" × L 16' (192") - Walnut, 3 sides, no endcaps

6 of Universal Flexible Strap - 3" x 41"

---- OR ----

IN THE OLD COLOR WE PREVIOUSLY ORDERED

1 of Custom Rough Hewn Beam - W 6" × H 6" × L 16' (192") - Walnut, 3 sides, no endcaps, firerated

1 of Custom Rough Hewn Beam - W 15" × H 16" × L 11' (132") - Walnut, 3 sides, no endcaps, firerated

1 of Custom Rough Hewn Beam - W 15" × H 16" × L 13' (156") - Walnut, 3 sides, no endcaps, firerated

Business

Response:

Dear [redacted], Here at Barron Designs, Inc. we value customer satisfaction above and beyond all. It is our promise toalways leave the customer feeling happy that they choose to use our company. Therefore we were more than happy to issue a partial refund toour customer, [redacted].We understand and acknowledge our customer’s concerns that the products he received were different colors. We had made improvements to our staining process which caused the difference that our customer was experiencing. After speaking with our customerfurther, he came to a different desired settlement than originally requested. Together we were able to come up with a plan that not onlyrectified the color difference but also would not delay his project any further. In return we agreed upon a partial refund amount for his inconvenience. Lastly, since customer service is something that our company takes pride in, we are reviewing the concerns of lack of communication addressed in this review and we are implementing systems to improve our service. Thank you for your time and consideration in this matter. Kind regards,Kelly R[redacted]Barron Designs, Inc.###-###-####[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The stain that she provided was the incorrect stain color. We are in the same place that we were before. We would like it to go on record that this issue was poorly handled and let it show on the Revdex.com ratings page.Thanks[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Daniel Fuentes

Review: I contacted [redacted] for (3) custom fireplace mantels for a 3-sided fireplace. I dealt with the same customer service rep throughout the entire process (Mariann T[redacted]). We communicated through email and phone to create custom specs for the 3 mantels. The specs that we created were correct for project. I sent a photo of the fireplace as a visual aid. I never received a CAD drawing, but rather the specs listed in an email to approve for manufacturing. The mantels arrived five weeks later and not one mantel was manufactured to the agreed specs. Two of the mantels were open to the wrong end for installation making them impossible to install. I contacted Mariann, my customer service rep, attaching photos of the incorrect mantels with a tape measure showing they were manufactured to the wrong specs. I also expressed to her that we were now under a tight deadline to complete the project and we needed new mantels expedited. Her communication became slow, inconsistent and she was no longer available by phone. She insisted I remeasure the fireplace and I sent several emails communicating that the original specs were correct and that we just needed them to manufacture new mantels to those original specs. She also refused to answer and dodged questions in regards to when we could get new mantels delivered since we were now under a specified deadline. After more than two weeks and about a dozen emails back and forth where Mariann failed to listen to or understand our requests and repeatedly dodged questions, we cancelled the order and asked to be refunded. We have not heard from this company in two weeks since that request. All communication stopped. I have emails and photos demonstrating the poor quality of customer service communication and competency in addition to photos that show the mantels manufactured incorrectly to the original and agreed upon specs.Desired Settlement: I would like to be refunded for the 3 mantels that were manufactured incorrectly and, therefore, unusable.

Business

Response:

Dear [redacted],Here at Barron Designs, Inc. we value customer satisfaction

above and beyond all. It is our promise

to always leave the customer feeling happy that they choose to use our

company. Therefore we are authorizing a

credit for the products that were purchased by our customer, [redacted]. We acknowledge our customer’s concerns that they were not

able to cancel their order. As stated in

the Terms and Conditions under the Order Policy, No Refunds, Returns or Cancellations. All of our products are made to order and

there are no refunds, returns or cancellations unless with written permission

from Barron Designs, Inc., upon Barron Designs, Inc. discretion. We have contacted [redacted] to inform her of the authorization

of our refund and have emailed her the details as well.Thank you for your time and consideration in this

matter. Please know that we are doing

everything in our power to rectify the situation and hope that [redacted]

feels very satisfied with our decision.Best Regards,Barron Designs, Inc. ###-###-####

Review: On January **, 2016, as part of my do-it-yourself home improvement efforts, using my [redacted] card, I purchased (online) faux stone and faux wood panels to cover a kitchen island and a bedroom wall respectively. The items were beautifully displayed on the vendor’s website both separately and in situ at homes and businesses. The vendor, [redacted], advertised use of the materials in jobs that were highlighted on a TV show that gave spectacular home improvements to people facing hard times. And the panels were made in America.

I chose the panels due to their light weight, ease of application, life-like textures, and especially their color. Cost for the panels and related supplies was approximately $2100 and shipping was an additional $450.

When I received the products via special large package delivery from Federal Express, the colors were unlike representations online. When I called the company’s Customer Service number, and expressed my disappointment with the product coloration, I was told the computer monitor I was using would not have given me a true reading of the color – I should have purchased samples as described on the website. When I made the request to receive my money back, I was quickly reminded of no-return terms described on the website.

I was told I had no recourse, all sales were final, products are custom-made to order, and no returns or refunds were possible. I asked to speak with the Customer Service rep’s manager, but the Customer Service rep said that was not possible.

After continuing to express my disappointment with the product, I was invited to send photographs. The next day after sending photographs, I was told my photographs needed to show the full product, so I submitted more photos. The next day I was told my photographs needed to be taken in consistent light for all items, so I submitted more photos.

Today, I received the ‘final’ answer from Customer Service:

"After reviewing the photos you had sent us, the Faux Panels are the correct ones.

Dye lot changes (color variances) are NOT a valid reason for returns. Due to differences in texture, colors may vary between styles of products. You may also view our Terms and Conditions for more details here.

We recommend ordering samples of products you're interested in to see and feel the texture firsthand and, since not all monitors are adjusted the same, ensure you like the color. I do not see that samples have been ordered."

In the purchase process, I agreed to certain terms and conditions, but can a company walk away from any obligation to provide a product similar to what was displayed in its online catalog? I think they sent me the wrong product – or their quality control failed and they sent me whatever they wanted to send me because they felt protected by their ‘terms and conditions’ statement. Where is my protection as a consumer? If you order a red car, and a brown one is delivered – do you have no recourse as a consumer? Must you accept the claim by the vendor that the color difference is a dye lot change that you must accept? Really?

On February *, 2016, I contacted [redacted] and I filed a payment dispute – which means that the company will not receive the money I gave to [redacted] until [redacted] reaches the end of their dispute resolution process in 6 – 8 weeks. (I recognize a delayed payment to this customer-unfriendly company may be my only satisfaction in this situation.)

It is extremely disappointing that the company has made no movement toward helping me. They could have had someone from Sales or Production call me; they could have offered to send me paint and explained how I could ‘tint’ the panels to provide the effect that appeared on their website.

The company has a 14-page Terms & Conditions section of their website. (This should have been a big red warning flag to me to stay away!)

I am 59 years old, and this is the first complaint I have ever made against a company in my entire life. I acted in good faith, believing the company would deliver the advertised products. For the money I spent, I expected the vendor to act with integrity and appreciation that I would do business with them. I have no ill-will toward this company; I just want to receive what I was so excited to purchase.Desired Settlement: I am open to multiple resolutions:

-- send replacement products to me that match the advertised product coloration

-- send 'do-it-yourself' kit (paints?) that would allow me to fix the coloration

-- return product & provide full reimbursement to me

In all cases, the appropriate resolution starts with contact from a leadership representative in the company; "Mariann, the customer service representative," is not the contact I am seeking. She made the situation worse from the outset by immediately repeating the 'all sales are final' terms posted on their website rather than listening to resolve the frustration of a customer.

Business

Response:

Dear [redacted], Here at Barron Designs, Inc. we value customer satisfaction above and beyond all. It is our promise to always leave the customer feeling happy that they choose to use our company. We understand and acknowledge our customer’s concern that they were not happy with the products he received due to their coloration. Our products are hand painted and can have slight variation. We are happy to assist our customer and are working on getting paint kits shipped out. We will be in contact with the customer to discuss this resolution. Thank you for your time and consideration in the matter. Please know that we are doing everything in our power to rectify the situation. Kind regards, Barron Designs, Inc. ###-###-#### Tell us why here...

Consumer

Response:

I have reviewed the response made by Barron Designs in reference to complaint ID [redacted], and find that this resolution -- if it is delivered by Barron Designs in a timely fashion, and if the solution provides the product coloration as advertised on their impressive website -- will be satisfactory to me. I cannot consider the matter has been resolved until Barron Designs delivers what it has promised. As I write this note on Friday, March **, five days after Barron Designs provided their response to the Revdex.com, I have not received any communication from Barron Designs as mentioned in their response. My contact information remains the same as when I first paid Barron Designs for products via their online site. I remain cautiously optimistic about this situation. If Barron Designs does not follow through with their commitment, I will continue to pursue a remedy.

Sincerely,