Industrial Envy, LLC

This sofa was delivered, inspected and the balance was paid upon delivery The customer was extremely happy, (according to our employee, who performed the delivery) and asked him about additional work she was interested in having done Her children were very excited to grab markers, as it was the customers intent for her children to draw on the white fabricThe sofa had been delivered with white glove service, wrapped in cling film to protect the fabric and placed on blankets in the delivery vehicle The cling film was removed at the time of delivery to allow for inspection prior to acceptance.Eleven days after delivery, the customer contacted us stating that she was not completely happy, and asked what we could do At that point, we offered a partial refund out of goodwillThe pictures the customer sent did not match the condition of the sofa upon delivery.Before we could send a check for a partial refund, the customer proceeded to send more emails requesting additional money, and threatened us with both legal action and bad reviews if we would not comply The customer stated she would place reviews on multiple sites Some of those reviews were intended to be placed on sites that did not apply to her transaction, such as Etsy.com where we do not offer upholstery services It appeared to us that the customer was intending to blackmail us as a means to gain undue compensation We always encourage our customers to leave honest reviews and we welcome honest feedback.The reviews she has left on multiple websites all contain information She has also left unwarranted comments on our personal social media sites such as Instagram.We have decided to stand by the terms of the original invoice while still offering to re-upholster the sofa for free.The photos of our work, and the many honest reviews we receive all speak for themselves with regard to our quality standards, business ethics, and personal character We stand behind our work and we will still be happy to re-upholster the sofa for free as a courtesy service to resolve this complaint We also stand behind the terms of the invoice and strongly believe in customer satisfaction

Complaint: [redacted] I am rejecting this response because:You offered via email to send a $partial refund within business days; I agreedThe check never came, and you ignored my repeated emails asking when you planned to send itI have photos that you sent me before delivery showing wrinkled and puckered upholstery (which I would be glad to share here)I had asked about this via email before delivery; you responded that this was and would eventually smooth outI accepted your explanation; only later did I find out from the local upholsterer that these were indicative of a poor re-upholstery jobWhen the settee was delivered, we had just relocated to Texas and were still unpacking and very busyThe fact that it was well-wrapped and I seemed pleased to get it back, paid in full, trusted that you had done a good job, and did not inspect it closely until several days later, doesn't mean I deserve something other than what I paid for--a professional re-upholstery jobRather than taking responsibility for your work, you suggested I had caused the problems--including the irregular seaming, detached welting, and frayed and misaligned upholstery fabricBefore you could send a check for the partial refund of $400, the local upholsterer advised via email that I should ask for a full refundI forwarded you his messageBut I specifically said that since I had ALREADY AGREED to the $partial refund, I WOULD SETTLE FOR THAT (because I believe in honoring my agreements)At no time in that email did I threaten to do anythingIf you wish, I would be happy to forward to you copies of that correspondence to jog your memory (although if you wanted, I'm sure you could consult your own email files for a more accurate account than the one in your response)Only after you ignored my repeated emails asking about the partial refund did I outline the actions I planned to takeAt no time did I ask for additional or "undue compensation" or threaten you with legal action if you did not send more money than you had already offered, or implicitly or explicitly "blackmail" youOnce again, refer to our email correspondence (I'd be glad to furnish copies or publish them here)I wrote that if I were forced to take legal action, I would seek a full refund and damages (if possible)That is not blackmail or undue compensation--that is my right as a consumerMy attorney has advised that, under Texas law, I may also be entitled to recover costs and attorney's feesYour offer of "free" reupholstery would cost me in inconvenience and timeAnd unfortunately, after this experience, I have confidence in neither your ability to do the job right nor your business ethicsI would prefer the partial refund you offered but never sent Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:If the owners of Industrial Envy truly consider customer service to be their “top priority” and “stand behind their work,” they wouldn’t have ignored my repeated emails and phone call seeking to resolve the situationThey wouldn’t have accused me of causing the problems (see photos) myselfAnd they would have done whatever it took to fix the situation before all trust was brokenOtherwise, their words are empty.As is their offer to re-upholster my sofa at “no charge.” The owners of Industrial Envy know I’ve already sent the sofa to a local professional to redo their work (the one who said theirs was the worst work he’d seen in years of doing business)They have already cost me $plus aggravation and inconvenience. After being ignored, blamed, and lied to, they know I’m not coming back for more.I’ve always supported small businesses and independent artisans, but I will be far more cautious in the future as a result of this experience. This is also my last attempt to resolve the situation; while my attorney advises that Industrial Envy's offer of a partial refund is a binding contract, Texas small claims law makes it almost impossible to collect from debtorsSo my only recourse is this complaint--and leaving online reviews in hopes no other customer will be misled and mistreated as I was(And, there’s always karma.)Sincerely.*** ***

As a small family run business, we consider customer service to be our top priority. This is why we are offering to remedy the situation at no cost to the customer. We are saddened by the rejection of our offer, and firmly believe any other demands on the part of the customer are unreasonable, unfounded, and unjust. We stand behind our work, and proudly display the work we performed for this customer in our portfolio. We will re-upholster this customer's sofa at no charge, but this is our final attempt at resolving this situation

This sofa was delivered, inspected and the balance was paid upon delivery.  The customer was extremely happy, (according to our employee, who performed the delivery) and asked him about additional work she was interested in having done.  Her children were very excited to grab markers, as...

it was the customers intent for her children to draw on the white fabric. The sofa had been delivered with white glove service, wrapped in cling film to protect the fabric and placed on blankets in the delivery vehicle.  The cling film was removed at the time of delivery to allow for inspection prior to acceptance.Eleven days after delivery, the customer contacted us stating that she was not completely happy, and asked what we could do.  At that point, we offered a partial refund out of goodwill. The pictures the customer sent did not match the condition of the sofa upon delivery.Before we could send a check for a partial refund, the customer proceeded to send more emails requesting additional money, and threatened us with both legal action and bad reviews if we would not comply.  The customer stated she would place reviews on multiple sites.  Some of those reviews were intended to be placed on sites that did not apply to her transaction, such as Etsy.com where we do not offer upholstery services.  It appeared to us that the customer was intending to blackmail us as a means to gain undue compensation.  We always encourage our customers to leave honest reviews and we welcome honest feedback.The reviews she has left on multiple websites all contain false information.  She has also left unwarranted comments on our personal social media sites such as Instagram.We have decided to stand by the terms of the original invoice while still offering to re-upholster the sofa for free.The photos of our work, and the many honest reviews we receive all speak for themselves with regard to our quality standards, business ethics, and personal character.  We stand behind our work and we will still be happy to re-upholster the sofa for free as a courtesy service to resolve this complaint.  We also stand behind the terms of the invoice and strongly believe in customer satisfaction.

Complaint: [redacted]
I am rejecting this response because:1. You offered via email to send a $400 partial refund within 10 business days; I agreed. The check never came, and you ignored my repeated emails asking when you planned to send it. 2. I have photos that you sent me before delivery showing wrinkled and puckered upholstery (which I would be glad to share here). I had asked about this via email before delivery; you responded that this was normal and would eventually smooth out. I accepted your explanation; only later did I find out from the local upholsterer that these were indicative of a poor re-upholstery job.3. When the settee was delivered, we had just relocated to Texas and were still unpacking and very busy. The fact that it was well-wrapped and I seemed pleased to get it back, paid in full, trusted that you had done a good job, and did not inspect it closely until several days later, doesn't mean I deserve something other than what I paid for--a professional re-upholstery job.4. Rather than taking responsibility for your work, you suggested I had caused the problems--including the irregular seaming, detached welting, and frayed and misaligned upholstery fabric.5. Before you could send a check for the partial refund of $400, the local upholsterer advised via email that I should ask for a full refund. I forwarded you his message. But I specifically said that since I had ALREADY AGREED to the $400 partial refund, I WOULD SETTLE FOR THAT (because I believe in honoring my agreements). At no time in that email did I threaten to do anything. If you wish, I would be happy to forward to you copies of that correspondence to jog your memory (although if you wanted, I'm sure you could consult your own email files for a more accurate account than the one in your response). 6. Only after you ignored my repeated emails asking about the partial refund did I outline the actions I planned to take. At no time did I ask for additional or "undue compensation" or threaten you with legal action if you did not send more money than you had already offered, or implicitly or explicitly "blackmail" you. Once again, refer to our email correspondence (I'd be glad to furnish copies or publish them here). 7. I wrote that if I were forced to take legal action, I would seek a full refund and damages (if possible). That is not blackmail or undue compensation--that is my right as a consumer. My attorney has advised that, under Texas law, I may also be entitled to recover costs and attorney's fees. 8. Your offer of "free" reupholstery would cost me in inconvenience and time. And unfortunately, after this experience, I have confidence in neither your ability to do the job right nor your business ethics. I would prefer the partial refund you offered but never sent.
Regards,
[redacted]