Cavalier Telephone

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: I do not accept the apologies from Chelsea PlatingI sent the bed for polishing and I ended up with a bed that had to be repairedThe company should have called me prior to repairing the bedOn 10/24/during my conversation with Marc, he explained that another repair method would be to wrap new brass around the postThis was not done as it would have taken two more hours of laborThis option was not given to meI would have been willing to pay for this option and pick the bed up at a later timeI thought that Chelsea Plating was an honest and reputable company, there were no free services provided by Chelsea PlatingI did not expect anything for free which was why I initally declined the offer to return my moneyI was planning to give this bed to my daughter as a family heirloom and place it away from the wallI cannot use this bed in my home due to it's present state, there is more repair work that needs to be completed on the bed (see pictures from 1st response)When the bed was picked up on 10/22/after initial drop off on 8/8/2016, I asked Chris about the way the repair was completedChris stated that this was the only way to repair the bedI asked about the grainy finish on the foot of the bed, Chris responded that sometimes the finish comes out that wayIn retrospect, I should not have picked up the bed, but left it for further repairI was unhappy when I left with my bed as I believed in the reputation of Chelsea PlatingI trusted that Chris was being honest, as Marc stated earlier about other repair optionsOn 10/I had a long conversation with Marc (see attached phone record) and he stated that he and Chris had worked on the bed on 10/to very late on that Friday nightHe offered to return the money because he did not want to further repair the brass bedHe was aware of the uneven seams, and he was unsure he could do better, but offered to try againHe agreed to personally attempt to repair the bed a second timeHe did not mention any "artisans" that worked with them at their shopWe had an agreement at this timeI declined the return of money as all I wanted was my bed repaired and I did not want to take advantage of anyoneWhen I returned the call on 10/24, Marc stated he could not repair because after a conversation with Chris I did not seem upset enough to repair the bed or return the moneyThey stated that if I had left the bed with them, then they would have potentially repaired itHe slammed the phone down at this timeI called back and reminded Marc of the conversation and he stated he would not repair the bed or return the moneyI addressed the items that were left at the time I picked up the bed, and Marc stated they would be returned to me by the company as I would not have to return to PhiladelphiaI left the items (see attached invoice) at the time I picked up the bed prior to seeing the condition of the "repaired" bedIf I had seen the bed first, I would never have left my belongingsI did state that I would try to dispute the charges since I was dissatisfied with the repair and polish and the reason for not proceeding with further repairs did not make senseI have never? business with a company with this poor state of customer service as no one had ever slammed a phone down to end a conversationAlso Marc was rude as he tried to keep me from returning for my items by stating they would send them to meI am very upset about how I was treatedI was never notified about the damage and the repairs prior to making the repairsI was not given any choice on how to repair the bedI was told by Marc that he would personally take care of my bed and later changed his mind after his conversation with ChrisI am very disappointed and dissatisfied with the servicesI am requesting reimbursements for my payments made and that money would again go to repair my brass bed Regards, [redacted] ***?

We are very sorry that you were not satisfied with the repairThe job that was given to us was to polish and lacquer a brass bedThe bed was very old and preexisting damage, although slight, was aggravated by the polishing processWe repaired the damage to the best of our abilityWe have been in business repairing and restoring metal objects since With the best of our ability we fixed the damage at no cost to the customerThe repair process took us over seven hours to completeWhen working on antiques, problems can ariseWe did everything we could with sixty years of experience to restore damage that was not caused by our negligenceThe customer is not being truthful about leaving all of the items at our store at the same timeWe have paperwork that shows she dropped off the bed, picked up the bed and paid for itOn the date of piadditional items were left with us for restorationAfter the bed had left our shop we were called and told that our repairs were unprofessional and a redo on the repair was demandedAfter a lengthy discussion and explanation, we said we would try it againA discussion was had by the artisans at the workshop and we realized there was nothing else we could do to improve the work that was already doneAt this time we informed [redacted] that we would not be able to do the work again.We were threatened by [redacted] that she would deny payment on the bedAt this time we decided that we would not be willing to pay to ship her items back to her that she had left hereThis would have cost us hundreds of dollars in shipping.We have done all that we can do for [redacted] in this matterWe feel that the many many hours of labor that we provided for free was very fairThe location of the damage was on the backside of the headboardWhen placed against a wall it would not be seen

We are very sorry that you were not satisfied with the repairThe job that was given to us was to polish and lacquer a brass bedThe bed was very old and preexisting damage, although slight, was aggravated by the polishing processWe repaired the damage to the best of our abilityWe have been in business repairing and restoring metal objects since With the best of our ability we fixed the damage at no cost to the customerThe repair process took us over seven hours to completeWhen working on antiques, problems can ariseWe did everything we could with sixty years of experience to restore damage that was not caused by our negligenceThe customer is not being truthful about leaving all of the items at our store at the same timeWe have paperwork that shows she dropped off the bed, picked up the bed and paid for itOn the date of piadditional items were left with us for restorationAfter the bed had left our shop we were called and told that our repairs were unprofessional and a redo on the repair was demandedAfter a lengthy discussion and explanation, we said we would try it againA discussion was had by the artisans at the workshop and we realized there was nothing else we could do to improve the work that was already doneAt this time we informed *** *** that we would not be able to do the work again.We were threatened by *** *** that she would deny payment on the bedAt this time we decided that we would not be willing to pay to ship her items back to her that she had left hereThis would have cost us hundreds of dollars in shipping.We have done all that we can do for *** *** in this matterWe feel that the many many hours of labor that we provided for free was very fairThe location of the damage was on the backside of the headboardWhen placed against a wall it would not be seen

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I do not accept the apologies from Chelsea PlatingI sent the bed for polishing and I ended up with a bed that had to be repairedThe company should have called me prior to repairing the bedOn 10/24/during my conversation with Marc, he explained that another repair method would be to wrap new brass around the postThis was not done as it would have taken two more hours of laborThis option was not given to meI would have been willing to pay for this option and pick the bed up at a later timeI thought that Chelsea Plating was an honest and reputable company, there were no free services provided by Chelsea PlatingI did not expect anything for free which was why I initally declined the offer to return my moneyI was planning to give this bed to my daughter as a family heirloom and place it away from the wallI cannot use this bed in my home due to it's present state, there is more repair work that needs to be completed on the bed (see pictures from 1st response)When the bed was picked up on 10/22/after initial drop off on 8/8/2016, I asked Chris about the way the repair was completedChris stated that this was the only way to repair the bedI asked about the grainy finish on the foot of the bed, Chris responded that sometimes the finish comes out that wayIn retrospect, I should not have picked up the bed, but left it for further repairI was unhappy when I left with my bed as I believed in the reputation of Chelsea PlatingI trusted that Chris was being honest, as Marc stated earlier about other repair optionsOn 10/I had a long conversation with Marc (see attached phone record) and he stated that he and Chris had worked on the bed on 10/to very late on that Friday nightHe offered to return the money because he did not want to further repair the brass bedHe was aware of the uneven seams, and he was unsure he could do better, but offered to try againHe agreed to personally attempt to repair the bed a second timeHe did not mention any "artisans" that worked with them at their shopWe had an agreement at this timeI declined the return of money as all I wanted was my bed repaired and I did not want to take advantage of anyoneWhen I returned the call on 10/24, Marc stated he could not repair because after a conversation with Chris I did not seem upset enough to repair the bed or return the moneyThey stated that if I had left the bed with them, then they would have potentially repaired itHe slammed the phone down at this timeI called back and reminded Marc of the conversation and he stated he would not repair the bed or return the moneyI addressed the items that were left at the time I picked up the bed, and Marc stated they would be returned to me by the company as I would not have to return to PhiladelphiaI left the items (see attached invoice) at the time I picked up the bed prior to seeing the condition of the "repaired" bedIf I had seen the bed first, I would never have left my belongingsI did state that I would try to dispute the charges since I was dissatisfied with the repair and polish and the reason for not proceeding with further repairs did not make senseI have never business with a company with this poor state of customer service as no one had ever slammed a phone down to end a conversationAlso Marc was rude as he tried to keep me from returning for my items by stating they would send them to meI am very upset about how I was treatedI was never notified about the damage and the repairs prior to making the repairsI was not given any choice on how to repair the bedI was told by Marc that he would personally take care of my bed and later changed his mind after his conversation with ChrisI am very disappointed and dissatisfied with the servicesI am requesting reimbursements for my payments made and that money would again go to repair my brass bed
Regards,
*** ***

The repair on the bed was shown and explained to the customer when they came to pick it up? The customer was very pleased at the time, so much so that she left more work with us and cited the bed as an example of what she wanted her new pieces to look like.After the customer got home they
decided they were not happy? We explained why and how the repair was done? It is on the back side of the headboard and is not seen when the bed is in use.The customer felt that someone else could have done a much better repair- we explained that this was the only way it could be done? Customer has no metal/restoration experience but continues to believe someone else would have done a better job.The repair took us six hours to do and we did not charge for it.The polishing job was perfect and no complaints were ever made to us in regards to the quality of the finish; on the contrary, customer cited the polishing job as a desire for the next pieces she left with us