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Jensen Custom Wood Products

18061 Pilot Knob Rd, Farmington, Minnesota, United States, 55024-9113

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Reviews Doors, Woodworking Jensen Custom Wood Products

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We started working with this business in late January of 2018 to build a piece of furniture for our home. At the time of payment it clearly stated that our product would be completed in 4-6 weeks. After I didn’t hear from he company for 6 weeks I messaged them to check in on progress. I was told that they had moved to a new shop and were behind on orders but that they should have it completed within the next week. To give them the benefit of the doubt I waited two more weeks and still had not heard from them. I contacted them again and yet again I received another excuse that they had to let a few workers go. At this time I expressed my disappointment and asked again if we could have a more definitive completion date, we agreed to four more weeks. A few days later he company started offering butchering block tops and we asked if they could make that modification to ours, due to the change we agreed to a new completion date before the first week in June. The week before it was set to be completed I contacted he company to set up a time and we agreed on the following weekend. Again, that weekend never worked out so we discussed having it delivered the following weekend and the owner agreed to send photos of our product. I contacted them later the following week to make final arrangements since pictures never came, I was told again that they had a family emergency and things were “hectic”. By this time I was very upset and expressed my disappointment yet again. The owner was apologetic and agreed to meet the next weekend but to also issue a partial refund. I agreed. We picked up the product the following weekend and were very disappointed yet again. The stain seemed to be still wet as it stained my husbands clothes and it was a poor staining job overall. The doors on the cabinet were uneven and adjustments had to be made to them so they were able to close. I contacted the owner to let her know of the problem and asked when we would be receiving our refund. She then argued that the stain was probably not dry because of the humidity and almost did not issue the refund. Over all I am very disappointed with this company’s quality and customer service. It took over 15 weeks to receive our product that had looked like it was finished just hours before delivery and after spending over $1000 dollars on our product we were only issued a $100 refund. I would not recommend this company.

Jensen Custom Wood Products Response • Aug 09, 2018

Jessie,
it’s been almost six weeks since you’ve had the product and we didn't hear anything about your disappointment with the product following the delivery. The refund was a written agreement between you and I (Kailin) prior to the delivery, not after you had received the product. There was never a time where we "almost did not issue the refund" - it was in process and was received on 6/29/18. The refund amount of $100 was sent in regards to the cost of the island ($550), not the butcher block top which was added several weeks later and not part of the original order. We completely understand and agree that it took longer than planned to get the item to you, but everything that I stated was true when you asked about the progress -- we were doing our best to complete orders despite the circumstances at that time. We would have worked on a resolution had we had known of your disappointment in the product when it was received but we did not hear from you. We stand by our products and apologize for your experience. Sincerely, Kailin & Ty J, Owner, Doors by Ty

I hired Doors by Ty, Inc. to install a wood wall. They completed the wall on 4/20/18. With them being 2 1/2 hours late, I was not able to be there when they competed the project, due to an appointment. When I got home, I noticed immediately the wall was crooked. I texted the owner immediately. After looking further, there were so many poor workmanship. I took pictures and sent them to the owner. Tried to text with her, asking for a resolution. She stopped corresponding with me for that day. I gave it the weekend, first thing Monday 4/23/18, I contacted the owner again, asking when it would be a good time to talk about the wall. No response, approx. 4 hours later, I tried again. Ty answered my text, he told me to contact his wife. I told him I wanted to talk to him (since he did the work) he said NO, "she's an owner too, she can talk to you" (his wife Kailin) Things went from bad to worse..they offered to come out and fix the MULTIPLE areas that were horrible, I declined, and asked for 1/2 my money back, and for them to come take the wood off my wall. She refused, stating NO REFUNDS, ALL SALES FINAL. I said I was going to give bad reviews on Facebook, she threatened with a cease and desist order. That's where the conversation ended.

Jensen Custom Wood Products Response • Apr 24, 2018

The customer purchased an unfinished wood wall, meaning, we would not be finishing the wall - no filling, no mudding, no staining, no painting literally the wood and the labor to put it on the wall. Period. The invoice outlines the project to a tee. She was told multiple times that all sales are final - it also states that on the invoice that she paid through. She didn't like how some of the boards looked after install and sent photos; offered to fix it, she declined. She then defamed our business on a public forum by spreading falsehoods and also had others do the same - we have documentation of reviews from her friends including photos and statements from them such as "you didn't even offer to fix it for them"- "I saw the work you did for ***. Ridiculous and pathetic".

We had a cease and desist drafted because she is ultimately impacting our business reputation by making false claims and we do not take that lightly.

We will not be issuing a refund; we completed the work, offered to fix the work, she declined. In addition, we did not stop communicating with her, we do not conduct business matters after 3pm on Fridays or at all on Saturdays or Sundays; this is our standard business practice. We have been in communication with her throughout this situation with our last communication being yesterday evening via email. We have done everything we can to remedy the situation.

Doors by Ty should get an A plus plus plus plus because their craftsmanship is absolutely amazing

Jensen Custom Wood Products Response • Feb 16, 2018

Thank you so much, William! We appreciate your feedback!

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Address: 18061 Pilot Knob Rd, Farmington, Minnesota, United States, 55024-9113

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