Gates Brothers Glass Shops

I feel like nothing has been accomplished with this I can not believe they are sending me attachments with instructions showing how to replace the backing that they ruined and should have replaced themselves.The pictures I attached were all of the original jewelry armoire not the one I ended up having to purchase at Lowes I only showed pictures of the box with all other new pieces still in it to show that we have never put it together There is no reason to in the condition it is inI don't know why their response says we scratched it reinstalling the bars We have not reinstalled anything or put it together I found it amusing that they mentioned the picture of the one I bought at Lowes was better quality, when that was the one they worked on not the one from Lowes I have only kept the armoire and its box and pieces because I was told if I took this to small claims court I would need to haul it all in there Otherwise I would have already gotten rid of it

Pricing on customers phone measurements do not include any laborEvery manufacture uses different materials and methods to install glass in frames.The major complaint was as she calls it velvetVelvetex in my original reply was a material I had seen used forty some years ago and is now called flockingThe back cover on the mirror was cardboard or pressed paper that had a flocked surface applied to itThe picture of the back without the rows of hooks is how it came inSo they worked on it taking it partially apart and putting it back together themselvesIt was not brought in whole and completeThe Cardboard covered flocked material was glued to the mirror and the metal bar shown on the picture is glued to the flocked material as well.When she brought it in she was concerned about the glue on the flocked back and the scratch on the back bar and some adhesive by the edgeShe never pointed out the scratches in the woodthat are in the photos nowWe took care of relocating screws that prevented her from re attaching the hook bars that we did not know were on there, painted the scratched bar she pointed out, but could not replace the flocked cardboard that was glued to the mirror and rail.She was in a rush to get it done and our technician did the best he could with the way it was manufactured.This was broken when it came in so we did not destroy it.The picture of the one from lowes looks much better built.We reject that we damaged it and since they worked on it by removing the hook bars and reinstalling them they may have scratched the painted surface that was not pointed out when she was in for the initial complaint at our shop

I feel like nothing has been accomplished with this.  I can not believe they are sending me attachments with instructions showing how to replace the backing that they ruined and should have replaced themselves.The pictures I attached were all of the original jewelry armoire not the one I ended up having to purchase at Lowes.  I only showed pictures of the box with all other new pieces still in it to show that we have never put it together.  There is no reason to in the condition it is in. I don't know why their response says we scratched it reinstalling the bars.  We have not reinstalled anything or put it together.  I found it amusing that they mentioned the picture of the one I bought at Lowes was better quality, when that was the one they worked on not the one from Lowes.  I have only kept the armoire and its box and pieces because I was told if I took this to small claims court I would need to haul it all in there.  Otherwise I would have already gotten rid of it.

Attached please find a copy of the invoice.In response to this complaint,First when the customer called we were given a size to price a piece of mirror only. The actual size differed slightly from what was called in and the actual mirror price is $19.57. a difference of  53...

cents.Installation was not discussed until customer brought the frame in and asked to install it also. This piece of furniture is a cheaply made offshore import. The backing to the mirror is a thin piece of cardboard with a velvetex type spray coating to the cardboard, and the cardboard was glued heavily to multiple spots on the mirror which was broken. Great effort was spent trying to salvage the backing. The metal hardware that was scratched on the back was also glued to the cardboard backing. (which got light scratches from the broken glass during removal) These were repainted. This is the first time that we have seen a piece of furniture built so cheaply by gluing every thing together.We suggested a piece of fabric as a covering for the back, but she wanted it exactly like it was, which is impossible.The way that this was put together, it was already broken when it was brought in. It was not repairable to like new condition.

When I originally called Gates Brothers to see if they replaced mirrors I explained the entire situation, exactly what the piece was and gave the measurements for the mirror.  The girl I talked to gave me the price to replace the mirror and said I could just drop it off and they would install it.  We even discussed how long it would take them to get to it done as it was a Christmas gift for my mother and I wanted to be able to give her a time frame.  So I DON'T know why their reply says installation was not discussed.The back was covered in black velvet, not a velvetex type spray coating.  How could you tear a spray coating and glue it back together.  The hardware wasn't scratched as they said.  The black wood frame is what was scratched, all over the front and back of the piece.  Some of the scratches were so deep they exposed the natural wood underneath.  When I picked it up the second time they did mention that I should get a piece of material and recover the back.  I said they should have done that, they were the ones who damaged it.  They should  have also repainted the frame as they damaged it.If I were to recover it, I would have to remove the screws that hold the mirror in, remove the existing velvet, install new velvet and then put it back together all while hoping I don't break the mirror.  This was brand new when I took it to Gates Brothers.  I should have received it back in the same condition.It sounds to me like they believe the quality of this piece was not worth their time.  Maybe they should have called me before they proceeded to destroy this "cheaply made offshore import" as they called it.  I had to purchase another comparable jewelry armoire to give my mother.  You can see in the attached pictures the damage that was done to this piece.  We've never even put it together, it's still in the box.  This entire situation just seems so ridiculous to me.  I can't believe they think it's okay to treat someone this way especially a customer.  I'm not sure what my next step is with this, I guess it would be small claims court.