Ernesto's Upholstering

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I’d like to clarify [redacted] ’s comments below Maybe [redacted] doesn’t understand the word custom The reason we didn’t buy a stock ottoman we had specific measurements we needed to work with our sofa The dimensions were written on the order form and verified in several emails When we picked up the ottoman and got it home it was 2” higher I immediately called Ernesto and left a message about the problem He never called me back I had to keep pursuing him until finally he spoke to me He informed me he was so busy and couldn’t get to the repair until after Christmas stating he did work for big commercial customers and my business was so small it wasn’t worth his time He stated most of his customers spend way more money than I did Finally we agreed he would pick up the ottoman prior to the Christmas holiday so it was in his warehouse ready to be remade after Christmas as he promised me He even stated the turnaround time would be quick The ottoman didn’t get picked up as scheduled They claimed they didn’t have my address The ottoman wasn’t picked up until the first week in January and he promised the turnaround time would be quick I tried calling him and emailing him when weeks went by and he never answered any of my inquiries Once I filled out the complaint I had approximately seven calls and emails from him stating he was ready to deliver My rudeness was a result of being ignored Emails and phone messages were never answered I was extremely frustrated with his silence The sofa is from Sweden so the fabric and legs took months to come in and I was worried the ottoman would need more fabric His secretary has a tough job because she is the recipient of [redacted] running a crappy business It’s not her fault but unfortunately when you can’t talk to him she is the recipient She would always say I’ll give him the message to call you but he never did The ottoman is not the correct height and doesn’t work with our sofa It will have to be remade by someone else I would never recommend this business Communication is non existent and if there is a problem he’ll wash his hands of it He still didn't make the ottoman to 16” Again a custom size means you get the measurements you need If he couldn’t deliver those dimensions then it should have been stated up front Even when he agreed to do the repair he never mentioned it still wouldn’t be 16” I stand by my recollection [redacted] ***

Hello,We are sorry for any inconvenience we might have causedHowever, at the beginning, the ottoman was accidently made 2" higher than intended, it wasn't extremely off but the customer said it was unusable and horribleIt is a mistake that we acknowledge is our fault and we take full responsibilityWe immediately agreed to fix itThe customer's time frame was very limited for pick up and deliveryWe tried to reason with the customer about a drop off time but she would become rude and start yellingThe customer would yell at the secretary and insult her, our work and my companyThe secretary and I both remained calm while speaking with her, we were never rude nor raised our voicesWe recently dropped off the ottoman to her againIt is now 3/4"In addition to that, we sent the customer a check for a refund to her desired address and she got to keep the ottoman

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
 I’d like to clarify [redacted]’s comments below.  Maybe [redacted] doesn’t understand the word custom.  The reason we didn’t buy a stock ottoman we had specific measurements we needed to work with our sofa.  The dimensions were written on the order form and verified in several emails.   When we picked up the ottoman and got it home it was 2” higher.  I immediately called Ernesto and left a message about the problem.  He never called me back.  I had to keep pursuing him until finally he spoke to me.  He informed me he was so busy and couldn’t get to the repair until after Christmas stating he did work for big commercial customers and my business was so small it wasn’t worth his time.  He stated most of his customers spend way more money than I did.  Finally we agreed he would pick up the ottoman prior to the  Christmas holiday so it was in his warehouse ready to be remade after Christmas as he promised me.  He even stated the turnaround time would be quick.  The ottoman didn’t get picked up as scheduled.  They claimed they didn’t have my address.  The ottoman wasn’t picked up until the first week in January and he promised the turnaround time would be quick.  I tried calling him and emailing him when weeks went by and he never answered any of my inquiries.  Once I filled out the complaint I had approximately seven calls and emails from him stating he was ready to deliver.  My rudeness was a result of being ignored.  Emails and phone messages were never answered.  I was extremely frustrated with his silence.  The sofa is from Sweden so the fabric and legs took months to come in and I was worried the ottoman would need more fabric.  His secretary has a tough job because she is the recipient of [redacted] running a crappy business.  It’s not her fault but unfortunately when you can’t talk to him she is the recipient.  She would always say I’ll give him the message to call you but he never did.  The ottoman is not the correct height and doesn’t work with our sofa.  It will have to be remade by someone else.  I would never recommend this business.   Communication is non existent and if there is a problem he’ll wash his hands of it.  He still didn't make the ottoman to 16”.  Again a custom size means you get the measurements you need.  If he couldn’t deliver those dimensions then it should have been stated up front.  Even when he agreed to do the repair he never mentioned it still wouldn’t be 16”.  I stand by my recollection.  [redacted]

Hello,We are sorry for any inconvenience we might have caused. However, at the beginning, the ottoman was accidently made 2" higher than intended, it wasn't extremely off but the customer said it was unusable and horrible. It is a mistake that we acknowledge is our fault and we take full...

responsibility. We immediately agreed to fix it. The customer's time frame was very limited for pick up and delivery. We tried to reason with the customer about a drop off time but she would become rude and start yelling. The customer would yell at the secretary and insult her, our work and my company. The secretary and I both remained calm while speaking with her, we were never rude nor raised our voices. We recently dropped off the ottoman to her again. It is now 16 3/4". In addition to that, we sent the customer a check for a refund to her desired address and she got to keep the ottoman.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
Regards,
[redacted]