Dulles Glass and Mirror

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:No offer of any kind has been madeI find it very difficult to believe that an order can not be edited with correct contact information, that if someone puts the wrong email or phone down for an order that has already been paid for the customer would have to pay again to create a new order just to fix that information? This seems highly unlikely to meEspecially since I was asked for my contact information and provided it when requesting that the remake occurI have no control over when the first order was delivered to me, and as for the time between the delivery and the remake request, I live well over hours away and the business is only open for a limited timeframe on Saturday, and were unwilling to shipThe original contract was to me, and I paid the business directly, so they had MY billing information associated with the invoiceI have also contacted [redacted] at [redacted] whom the business claims to have informed of the remake being readyHe has stated that he was informed of the necessity of the remake and also informed the business to contact me directly, as the work he was doing for me had already been completed, in regards to the remake and recieved neither an email nor a phone call about the remake being ready for pickupThe business never made positive contact with ** [redacted] or myself in regards to the remake being readyThe order was never abandoned, as the CUSTOMER was never informed it was readySo the first order was fabricated incorrectly and not to the contracted size, but was required to be paid in full ahead of timeI have now not only paid for six glass doors to be fabricated, which I have not recieved, but now need as the business has destroyed the doors they requested to borrow Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I am extremelyimpressed with this companyI placed my order Monday, 3/30/and received my glass top at 2:PM today, delivered by ***I am so happy, I've already recommended them to some friends in Flaand to my landlord, who has a number of rentals besides mine

My experience with your company was amazingI had a round glass table top that got broken on Sunday I seriously searched several websites thinking I was going to pay $or $for a piece of glass and I'm so glad I found you guys less than $and it's a better piece of glass than the original did I mention it's only Wednesday and my glass is already here!!! Thank you so much I was worried we wouldn't have it before Christmas I'm so happy I found you guys I will be recommending you guys in the future! Thank you again !

April 19, We completely understand the complainants frustrationWe enter all orders into our computer system and have no record of any orders under his nameThe no charge replacement order for the items listed in the complaint are ordered with the bill to and ship to information of the contractor shown on the computer generated order documents previously providedThis is standard procedure; the originating order would have to have been the basis of the replacement order otherwise it would have been treated as a new order and charged for rather than a no charge remakeThe original order was placed on April 17th and completed on April 23, The remake was not requested until August 6, and it was completed on August 13, In both instances the contact on the orders were called and emailed to inform them that the order was complete and ready to pick upThe day policy is included in these emails and is clearly posted in the sales area where orders are picked up and where the original order was returned to in AugustOur company policy is in line with that of most companies.No one came to claim or pickup the 2nd order until February 11, We fabricated this order twice; the second time at no charge per the request of the customer listed on the documents previously provided in an effort to satisfy our customerIn the original complaint the complainant is stating that doors were left at Dulles Glass and Mirror as templates and in his rejection of our response he states that shelves were left as templates which seems as though there may be some confusion on the complainants end, We understand the complainants frustration however we feel that after making the order a second time at no charge and it being abandoned for several months and therefore disposed of that DGM has been reasonable, acted in good faith as well as in accordance with accepted and well established business practices,

April 7, We were contacted on 3/7/by the complainants contractor for a price quote on the six pieces of cabinet glass which we provided to the contractor via emailThe contractor contacted us again on 4/17/and approved the orderThe contractor was the bill to and ship to on
the quote and the complainants name was listed as a project nameWe were contacted by the homeowner (complainant) and he arranged the paymentThe order was paid for with the complainants credit cardThis is not uncommon since we offer contractors a contractor discount and many times in the remodeling/building industry the homeowner will pay for the materials themselves and the contractor will pick them up and install them passing their discount on to the homeowner.We emailed the following email to the contractor on 4/23/2013: Hello, Your order is ready for pick up at our *** *** *** location in ***Our pickup hours are 8:00am to 3:00pm Monday thru Friday and 9:00am to 12:00pm on SaturdayPlease remember to bring a suitable vehicle and any blankets or cardboard you will need to transport your glass safelyPlease understand that for insurance reasons we cannot load your vehicle, but we will be glad to assist you with loading itNote: Dulles Glass and Mirror will not hold stock beyond days after purchase dateCustomer items must be picked up during this periodWe do not accept responsibility for abandoned itemsAt the end of days, Dulles Glass and Mirror will discard all remaining items, and NO refund will be issuedno***On 8/6/we were contacted and told that the glass didn't fitThere was a discussion with the contractor that the glass had been accepted and signed for as correct when the order was picked up as well as the issue of waiting more than days to advise us of any issuesIn the interest of customer satisfaction and service we went ahead and placed a "no charge” replacement order for the six replacement pieces.On /13/the following email was sent to the contractor: Hello, Your order is ready for pick up at our *** *** *** location in ***Our pickup hours are 8:00am to 3:00pm Monday thru Friday and 9:00am to 12:00pm on SaturdayPlease remember to bring a suitable vehicle and any blankets or cardboard you will need to transport your glass safelyPlease understand that for insurarice reasons we cannot load vehicle, but we will be glad to assist you with loading itNote: Dulles Glass and Mirror will hold Stock beyond days after purchase date, Customer items must be picked up during this periodWe do not accept responsibility for abandoned itemsAt the end of days, Dulles Glass and Mirror will discard all remaining items, and NO refund will be issued.***Not only do we make our company policy of not holding orders for more than days known in the emails we send out for pick up notification; we also have it posted in our sales areas and it is listed in our terms and conditions item 29,On or about February 8, (a Saturday) the complainants representative came into our showroom wanting to pick up his order; gave his name and no order could be found since they are filed under the "Bill to/Ship To"After some time the order could not be located and we were then told that the order was under the contractors nameDue to the age of the order the paperwork had been archived so it was pulled the following Monday and we learned that it had been disposed of after not being claimed for well over days.In this case as an additional courtesy; prior to disposing of the glass a phone call had been placed and a voice message left for the contractor that the glass would be disposed of if not picked up within the weekWe contacted the contractor who is a regular customer and advised him that the glass had gone unclaimed and was disposed of according to company policy and as stated in emails, our terms and conditions and posted in our sales areasDulles Glass and Mirror strives for customer satisfactionWe believe the complainant's complaint to be unreasonable in fight of the circumstances with this orderWe refabricated this glass at no charge more than three months after it had been received by the customer, accepted, signed for and removed from our facilityThe new "no charge” replacement order was ready for pick up in August of and was abandoned until February of - I am enclosing a copy of the order for the re-fabricated glass which includes our policy in #of the terms and conditions as well as a copy of the log of email correspondence pertaining to these orders, Please feel free to contact me if you have any questions.?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:While I acknowledge the original order was placed for me through [redacted], I placed the re-order in person, not through a third-party. I gave Dulles Glass and mirror all of my contact information, including email and phone number and specifically stated they were to contact me directly regarding the order, that the work that [redacted] had done for me was complete. They failed to do so, moreover the documents they sent along showing their 30 day policy are not signed, initialed, or otherwise marked by myself or anyone else. I never knew when the work was completed, and even if they felt it necessary to destroy what I paid for, that is no excuse to destroy my property, the shelves I let them use to fix their mistake.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:No offer of any kind has been made. I find it very difficult to believe that an order can not be edited with correct contact information, that if someone puts the wrong email or phone down for an order that has already been paid for the customer would have to pay again to create a new order just to fix that information? This seems highly unlikely to me. Especially since I was asked for my contact information and provided it when requesting that the remake occur. I have no control over when the first order was delivered to me, and as for the time between the delivery and the remake request, I live well over 2 hours away and the business is only open for a limited timeframe on Saturday, and were unwilling to ship. The original contract was to me, and I paid the business directly, so they had MY billing information associated with the invoice. I have also contacted [redacted] at [redacted] whom the business claims to have informed of the remake being ready. He has stated that he was informed of the necessity of the remake and also informed the business to contact me directly, as the work he was doing for me had already been completed, in regards to the remake and recieved neither an email nor a phone call about the remake being ready for pickup. The business never made positive contact with **. [redacted] or myself in regards to the remake being ready. The order was never abandoned, as the CUSTOMER was never informed it was ready. So the first order was fabricated incorrectly and not to the contracted size, but was required to be paid in full ahead of time. I have now not only paid for six glass doors to be fabricated, which I have not recieved, but now need 8 as the business has destroyed the doors they requested to borrow.
Regards,
[redacted]

From: John F[redacted]<[redacted]@dullesglassandmirror.com>Date: Fri, Jan 8, 2016 at 1:15 PMSubject: RE: ComplaintTo: [redacted]@myRevdex.com.orgGood afternoon,Once I was able to read the actual complaint I was able to reference the order in our system by the complainant’s company name and Order Number....

I looked into the circumstances of his original order as well as the order referenced in his complaint. While I don’t dispute the facts of his statement and can understand his frustration there are a couple of pertinent items to mention:-Our cutting tolerance of +/- 1/8” is an industry production standard which is clearly stated in our terms and conditions on our proposal as well as clearly posted in our sales and pick up areas-A sign is also posted in our pick up area requesting that customers check their order to ensure accuracy and or address any discrepancy when picking up before they accept their order as once the order is accepted it becomes customer’s responsibility and any alteration would result in a new order and charges-If precise measurements are required this must be requested during the ordering process due to the nature of glass fabrication and varying tolerances on machinery and there is an additional charge for the special handling required.    Best Regards,John *. F[redacted]General Manager | Dulles Glass and Mirror###-###-####  [redacted]@dullesglassandmirror.comhttp://www.dullesglassa...⇄ communication may contain information that is legally privileged, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any review, dissemination, distribution or copying of this communication is prohibited. Anyone receiving this message in error should notify me immediately by telephone or return e-mail at [redacted]@dullesglassandmirror.com, and delete/destroy all copies of this message.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: John F[redacted]
font-family: arial, sans-serif;"><[redacted]@dullesglassandmirror.com>Date: Fri, Jan 8, 2016 at 1:15 PMSubject: RE: ComplaintTo: [redacted]@myRevdex.com.org
Good afternoon,
Once I was able to read the actual complaint I was able to reference the order in our system by the complainant’s company name and Order Number. I looked into the circumstances of his original order as well as the order referenced in his complaint. While I don’t dispute the facts of his statement and can understand his frustration there are a couple of pertinent items to mention:
-Our cutting tolerance of +/- 1/8” is an industry production standard which is clearly stated in our terms and conditions on our proposal as well as clearly posted in our sales and pick up areas
-A sign is also posted in our pick up area requesting that customers check their order to ensure accuracy and or address any discrepancy when picking up before they accept their order as once the order is accepted it becomes customer’s responsibility and any alteration would result in a new order and charges
-If precise measurements are required this must be requested during the ordering process due to the nature of glass fabrication and varying tolerances on machinery and there is an additional charge for the special handling required.   
 
Best Regards,
John *. F[redacted]
General Manager | Dulles Glass and Mirror
###-###-####  [redacted]@dullesglassandmirror.com
http://www.dullesglassandmirror.com
 
This communication may contain information that is legally privileged, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any review, dissemination, distribution or copying of this communication is prohibited. Anyone receiving this message in error should notify me immediately by telephone or return e-mail at [redacted]@dullesglassandmirror.com, and delete/destroy all copies of this message.

Customer ordered a piece of glass online. We received a call from customer that the glass was 1/8" larger than what he ordered. Customer was advised that our cutting tolerance is +/- 1/8" so the glass was within tolerance. Customer was upset when salesperson advised him that there was nothing...

that could be done and offered to sell him another piece. I am looking into this and will contact the customer and make sure he is satisfied.

I am extremelyimpressed with this company. I placed my order Monday, 3/30/15 and received my glass top at 2:11 PM today, delivered by [redacted]. I am so happy, I've already recommended them to some friends in Fla. and to my landlord, who has a number of rentals besides mine.

Review: I contracted Dulles Glass and Mirror for 6 glass bookcase doors last year. The original order was done through [redacted] of [redacted], as he was doing the work at the time. Upon delivery of the original order, I discovered that there were incorrect, the sizes were off and the glass used the wrong thickness. I had provided one of the remaining doors from my bookcase for them to use as a template. I returned the 6 incorrect doors to their shop, and brought 2 originals (right and left) with me for them to measure from. I asked for the order to be redone correctly, and while initially hesitant they agreed. I provided my contact information, as specified that the new order was to go through me, as [redacted] was finished with their job and no longer involved. I was given an estimated completion date of before the holidays, but was told I would be emailed when they were ready. I was out of town most of November and December. When my fiancée went to pick them up in February figuring they had to be done by then, she was told first that they couldn't find the order, upon pushing the issue she was informed they through out not only the redone doors, but my two doors they had asked for as templates. They informed her they had a 30 day hold policy, and had disposed of the items per this policy. Not only was I unaware of this, they had never contacted me to confirm completion of the order, much less that they planned to dump my property, for which they had been paid in full before they started the original order. They claim they contacted [redacted] in December, but **. [redacted] has no record of this, and they acknowledge they never contacted me, but claim it doesn't matter. They refuse both to issue a refund for the 6 ordered doors and replace my two originals, nor will they agree to cut 8 new doors.Desired Settlement: I would like either a full refund plus the cost of the two original doors, or 8 doors produced and delivered.

Business

Response:

April 7, 2014We were contacted on 3/7/2013 by the complainants contractor for a price quote on the six pieces of cabinet glass which we provided to the contractor via email. The contractor contacted us again on 4/17/2013 and approved the order. The contractor was the bill to and ship to on the quote and the complainants name was listed as a project name. We were contacted by the homeowner (complainant) and he arranged the payment. The order was paid for with the complainants credit card. This is not uncommon since we offer contractors a contractor discount and many times in the remodeling/building industry the homeowner will pay for the materials themselves and the contractor will pick them up and install them passing their discount on to the homeowner.We emailed the following email to the contractor on 4/23/2013: Hello, Your order is ready for pick up at our [redacted] location in [redacted]. Our pickup hours are 8:00am to 3:00pm Monday thru Friday and 9:00am to 12:00pm on Saturday. Please remember to bring a suitable vehicle and any blankets or cardboard you will need to transport your glass safely. Please understand that for insurance reasons we cannot load your vehicle, but we will be glad to assist you with loading it. Note: Dulles Glass and Mirror will not hold stock beyond 30 days after purchase date. Customer items must be picked up during this period. We do not accept responsibility for abandoned items. At the end of 30 days, Dulles Glass and Mirror will discard all remaining items, and NO refund will be issued. no[redacted]On 8/6/2013 we were contacted and told that the glass didn't fit. There was a discussion with the contractor that the glass had been accepted and signed for as correct when the order was picked up as well as the issue of waiting more than 60 days to advise us of any issues. In the interest of customer satisfaction and service we went ahead and placed a "no charge” replacement order for the six replacement pieces.On /13/2013 the following email was sent to the contractor: Hello, Your order is ready for pick up at our [redacted] location in [redacted]. Our pickup hours are 8:00am to 3:00pm Monday thru Friday and 9:00am to 12:00pm on Saturday. Please remember to bring a suitable vehicle and any blankets or cardboard you will need to transport your glass safely. Please understand that for insurarice reasons we cannot load vehicle, but we will be glad to assist you with loading it. Note: Dulles Glass and Mirror will hold Stock beyond 30 days after purchase date, Customer items must be picked up during this period. We do not accept responsibility for abandoned items. At the end of 30 days, Dulles Glass and Mirror will discard all remaining items, and NO refund will be issued. .[redacted]Not only do we make our company policy of not holding orders for more than 30 days known in the emails we send out for pick up notification; we also have it posted in our sales areas and it is listed in our terms and conditions item 29,On or about February 8, 2014 (a Saturday) the complainants representative came into our showroom wanting to pick up his order; gave his name and no order could be found since they are filed under the "Bill to/Ship To". After some time the order could not be located and we were then told that the order was under the contractors name. Due to the age of the order the paperwork had been archived so it was pulled the following Monday and we learned that it had been disposed of after not being claimed for well over 30 days.In this case as an additional courtesy; prior to disposing of the glass a phone call had been placed and a voice message left for the contractor that the glass would be disposed of if not picked up within the week. We contacted the contractor who is a regular customer and advised him that the glass had gone unclaimed and was disposed of according to company policy and as stated in emails, our terms and conditions and posted in our sales areas.Dulles Glass and Mirror strives for customer satisfaction. We believe the complainant's complaint to be unreasonable in fight of the circumstances with this order. We refabricated this glass at no charge more than three months after it had been received by the customer, accepted, signed for and removed from our facility. The new "no charge” replacement order was ready for pick up in August of 2013 and was abandoned until February of 2014. - I am enclosing a copy of the order for the re-fabricated glass which includes our policy in #29 of the terms and conditions as well as a copy of the log of email correspondence pertaining to these orders, Please feel free to contact me if you have any questions.?

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

While I acknowledge the original order was placed for me through [redacted], I placed the re-order in person, not through a third-party. I gave Dulles Glass and mirror all of my contact information, including email and phone number and specifically stated they were to contact me directly regarding the order, that the work that [redacted] had done for me was complete. They failed to do so, moreover the documents they sent along showing their 30 day policy are not signed, initialed, or otherwise marked by myself or anyone else. I never knew when the work was completed, and even if they felt it necessary to destroy what I paid for, that is no excuse to destroy my property, the shelves I let them use to fix their mistake.

Regards,

Business

Response:

April 19, 2014We completely understand the complainants frustration. We enter all orders into our computer system and have no record of any orders under his name. The no charge replacement order for the items listed in the complaint are ordered with the bill to and ship to information of the contractor shown on the computer generated order documents previously provided. This is standard procedure; the originating order would have to have been the basis of the replacement order otherwise it would have been treated as a new order and charged for rather than a no charge remake. The original order was placed on April 17th 2013 and completed on April 23, 2013. The remake was not requested until August 6, 2013 and it was completed on August 13, 2013. In both instances the contact on the orders were called and emailed to inform them that the order was complete and ready to pick up. The 30 day policy is included in these emails and is clearly posted in the sales area where orders are picked up and where the original order was returned to in August. Our company policy is in line with that of most companies.No one came to claim or pickup the 2nd order until February 11, 2014. We fabricated this order twice; the second time at no charge per the request of the customer listed on the documents previously provided in an effort to satisfy our customer. In the original complaint the complainant is stating that doors were left at Dulles Glass and Mirror as templates and in his rejection of our response he states that shelves were left as templates which seems as though there may be some confusion on the complainants end, We understand the complainants frustration however we feel that after making the order a second time at no charge and it being abandoned for several months and therefore disposed of that DGM has been reasonable, acted in good faith as well as in accordance with accepted and well established business practices,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

No offer of any kind has been made. I find it very difficult to believe that an order can not be edited with correct contact information, that if someone puts the wrong email or phone down for an order that has already been paid for the customer would have to pay again to create a new order just to fix that information? This seems highly unlikely to me. Especially since I was asked for my contact information and provided it when requesting that the remake occur. I have no control over when the first order was delivered to me, and as for the time between the delivery and the remake request, I live well over 2 hours away and the business is only open for a limited timeframe on Saturday, and were unwilling to ship. The original contract was to me, and I paid the business directly, so they had MY billing information associated with the invoice. I have also contacted [redacted] at [redacted] whom the business claims to have informed of the remake being ready. He has stated that he was informed of the necessity of the remake and also informed the business to contact me directly, as the work he was doing for me had already been completed, in regards to the remake and recieved neither an email nor a phone call about the remake being ready for pickup. The business never made positive contact with **. [redacted] or myself in regards to the remake being ready. The order was never abandoned, as the CUSTOMER was never informed it was ready. So the first order was fabricated incorrectly and not to the contracted size, but was required to be paid in full ahead of time. I have now not only paid for six glass doors to be fabricated, which I have not recieved, but now need 8 as the business has destroyed the doors they requested to borrow.

Regards,