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Champaign County Tent & Awning

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Champaign County Tent & Awning Reviews (1)

Initial Business Response /* (1000, 5, 2015/08/17) */
TCT&A has been custom manufacturing products since 1929. I take my position very seriously and work hard to ensure there are no errors. I strive to get any jobs finished on time, and even work after business hours offering my services via...

cell phone.
This consumer has been a Wholesale Dealer for our company since 2010 and has placed 8 orders; all of which have unusual/unique finishing details from one order to the next, so it is important to make sure we are on the same page. I always scan and e-mail a copy of his order with drawings or include an attachment to show his requested finishing details.
We have made curtain samples for him to show his clients that show the finishing details. TCT&A supplied these at our cost for the material, labor and shipping.
This consumer is not easy to work with because he expects an order to ship much sooner than their scheduled ship dates. Our lead time is 15 working days until we ship. The last order he placed had indiscernible drawings and different dimensions and details from my original quote months ago. This warranted a phone call to discuss dimensions, finishing details and quantities. I took notes as we spoke with a corrected drawing to scan and e-mail him to review. He did make some changes to the second order he placed the same day. I can back this up with e-mails and scanned drawings. On June 11th I e-mailed him to please take a look at the scanned drawings for these two orders. On June 25th I e-mailed photos of the first order and explained we will now do this with all of his orders because of the many details from one order to the next.
I e-mailed consumer with [redacted] Tracking details when his order shipped. We heard nothing from consumer until he called the office because he thought his order had still not shipped. He did not check his e-mail for UPS tracking and called TCT&A instead. I called UPS and they said the label had fallen off and they were waiting for a call from someone to claim the box located at the terminal at consumers location. This is not typically our task but I felt it explains/shows his reluctance to accept responsibility.
My first conversation with him after he received the shipment of the curtains, and I just expected him to be upset about [redacted] delivery, he complained about the order being wrong and I asked him how that could be and to pull up the e-mail I sent him with the scanned drawing we discussed when he placed the order. He said "it doesn't matter what e-mail I sent or drawing I sent because he wants the curtains he ordered based on his drawing." (We could not read his original measurements and details on this drawing that is why I called him and went over the order, then sent new drawing to confirm everything.) The conversation continues until he talks over me, gets louder and I finally disconnect. I hate doing that but when someone is yelling in my ear I put a stop to it. I had him on speaker phone and they could hear him 4 offices down from mine.
I sent him and e-mail and apologized for hanging up and explained that we have to be on the same page for all the details on his curtain orders. I also explained about tracking his package at [redacted] and gave him their customer service toll free number.
I told him that he can send the curtains back and we would fix them "free of charge", but he would have to pay for shipping both ways (a $22 charge). He e-mailed back that his customer will keep the curtains installed until we make the new ones to replace them. This is not acceptable to us. We are not making a 2nd set of curtains, we will fix the first ones to help him please his customer.
He called later in the week and asked again how we are going to handle this and I repeated our offer and get the curtains back as soon as possible which he refused and threatened to report us to Revdex.com with his client, which he did.
As I e-mailed Revdex.com before consumer's review, we do not have any issues with custom details in fact, we encourage this, but in order to eliminate the possibility of errors we have to be very precise with detailed drawings.

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Address: 2800 Winslow Ave., Gainesville, Georgia, United States, 30501

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