Fab Glass and Mirror LLC

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution of a complete refund is satisfactory to me Regards, H [redacted] ***

The customer ordered the mirror on March and received them on April 3rd She called yesterday 5/after almost month to state the complaints The buyer agreed to the return policy published on our website at the time of purchase This is a fragile item anything could happen to the
item moving them around this is why we ask our customers to check the box within 24-hours to report any damage , which is an industry standards, we have a maximum days return policy I am not sure how long the customer need to figure out if the item is free from defects or not !. Please see the link to our return policy below https://www.fabglassandmirror.com/returns

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution of a complete refund is satisfactory to me.
Regards,
H[redacted]

Although the customer is way beyond the period of reporting the issue and we do not know under what condition these mirrors were stored for 2 month we can offer a replacement or refund to the customer as a courtesy

I am rejecting this response because: The mirrors are defective, see photo.  Whether I opened them upon receipt or when we were ready to hang is irrelevant.  The fact that this company will not stand behind their merchandise is shocking! 
Regards,
H[redacted]

Revdex.com Response:This customer called to purchase a custom table. A price was given to her of $244.90 because it was a custom size and shape. She purchased her glass top over the phone with one of our sales reps. We train all of our sales reps to recap the order at least 3 times before they complete the...

order meaning that this customer would have heard the price of $244.90 3 times and would have had the chance to cancel the order any of those 3 times the order was recapped to her. We do not offer refunds on our custom cuts because there is no resale value in a custom piece that we make for one particular customer. This order was placed and sent to fabrication where we make our glass tops.The Customer called in on July 31 to try and cancel the order and says she wants a refund. I let her know there are no refunds on custom cuts. Then she sent me a picture saying there was no bevel on the top and that she wanted a refund. I let her know if it was our mistake we would send her a new one. She said she cant wait any longer and said she ordered one locally. and said she wants a refund. I told her again. No refunds on custom cuts. Then after a long discussion we decided to reverse our return policy and give this customer a refund. We sent her a prepaid return shipping label and told her that we would give her a refund within in 7-10 days after we receive the glass top back in our location. Not sure what else we could have done in this situation. I feel we more then went above and beyond to make this customer happy.The customer still has the option to return the glass for full refund as an exception to our custom cut policy Fab Glass and Mirror

8.26.15 Consumer notified Revdex.com that she is satisfied with company response.