Bourbon Street Station

April 11, Revdex.com Case ID [redacted] We wanted to follow up to the Revdex.com complaint receivedHopefully by sharing our conversation 1t shows Inhabit made several timely attempts and recommendations on how to handle this installation issueAdditionally, we were contacted after an attempted installation of the Wall FlatsWe are not able to take back used product and had we been contacted prior to attempting an install we would have been able to potentially replace what was deemed as "defective' product by the customer In situations like this there are so many variables at play and it takes a cooperation between us and the customer to get to what the potential problem might beWe offer the product and provide a proven process and tested products for installing it This process has been used to successfully install over a million square feet of Wall Flats which we have a robust gallery on our website featuring a large selection of theseWe don't know the customers DIY capabilities, existing wall conditions, environmental conditions etc which can all play into a successful or unsuccessful installationBut, we have provided a thorough video which can be viewed here: https://youtube/mdyf-6wOQA and written set of instructions which can be viewed herehttps ://viewpubI1tasco m/inha bit/in ha b1t -wa Il-flat-3d-wa II-pane 1-insta Ilati on-i nstructi ons/page/, on what should be done to ensure the best possible outcomeWe have had many successful situations with cooperative customers who were willing to implement advice we provided based on their unique set of circumstancesIt 1s very difficult to create a satisfactory outcome when dealing with customers who have their mind made up that the product is faulty before we even speak to them Our desire, obviously, is for every customer to have a great experience with our productsWe also understand that this is not possible 100% of the timeWe take reviews seriously and have to wade through, as any company does, what would be a poor customer experience based on something Inhabit has done improperly (1nclud1ng a defective product) and what is a poor customer experience based on the above-mentioned potential limitations of a customer's skillset or inability to follow directionsThis is not a product every home owner has the ability to install themselves and is probably installed by a trade professional 35% - 40% of the timeWe feel strongly in the particular situation there was a problem with either the chosen adhesive or the use of the adhesive We are still willing to help figure this out and certainly sympathize with this customers frustrationWe have had no additional contact with the customer since February 1o•h, until these reviews were postedAdditionally, the customer has kept the product, done a chargeback and demanded a refund Transcript of conversation with the custo1ner: On ThuFeb atPM , [redacted] wrote

April 11, 2017 Revdex.com Case ID [redacted]   We wanted to follow up to the Revdex.com complaint received. Hopefully by sharing our conversation 1t shows Inhabit made several timely attempts and recommendations on how to handle this installation issue. Additionally, we were contacted after...

an attempted installation of the Wall Flats. We are not able to take back used product and had we been contacted prior to attempting an install we would have been able to potentially replace what was deemed as "defective' product by the customer.   In situations like this there are so many variables at play and it takes a cooperation between us and the customer to get to what the potential problem might be. We offer the product and provide a proven process and tested products for installing it This process has been used to successfully install over a million square feet of Wall Flats which we have a robust gallery on our website featuring a large selection of these. We don't know the customers DIY capabilities, existing wall conditions, environmental conditions etc ... which can all play into a successful or unsuccessful installation. But, we have provided a thorough video which can be viewed here: https://youtu. be/mdyf-6wOQ1 A . and written set of instructions which can be viewed here. https ://view. pubI1tas. co m/inha bit/in ha b1t -wa Il-flat-3d-wa II-pane 1-insta Ilati on-i nstructi ons/page/1 , on what should be done to ensure the best possible outcome. We have had many successful situations with cooperative customers who were willing to implement advice we provided based on their unique set of circumstances. It 1s very difficult to create a satisfactory outcome when dealing with customers who have their mind made up that the product is faulty before we even speak to them.   Our desire, obviously, is for every customer to have a great experience with our products. We also understand that this is not possible 100% of the time. We take reviews seriously and have to wade through, as any company does, what would be a poor customer experience based on something Inhabit has done improperly (1nclud1ng a defective product) and what is a poor customer experience based on the above-mentioned potential limitations of a customer's skillset  or inability to follow directions. This is not a product every home owner has the ability to install themselves and is probably installed by a trade professional 35% - 40% of the time. We feel strongly in the particular situation there was a problem with either the chosen adhesive or the use of the adhesive.   We are still willing to help figure this out and certainly sympathize with this customers frustration. We have had no additional contact with the customer since February 1o•h, 2017 until these reviews were posted. Additionally, the customer has kept the product, done a chargeback and demanded a refund.     Transcript of conversation with the custo1ner:   On Thu.. 9 Feb at933 PM , [redacted] wrote