Larry's Ponds and Water Features

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Fabulous and Baroque has diligently worked with us to resolve this in a timely manner We are happy with the resolution Regards, [redacted]

Complaint: [redacted] I am rejecting this response because Fabulous & Baroque has not confirmed the amount of my refund, nor did they correct the statements made in their last responseI have a couple of questions about the refund:Your reply says "As we discussed." Are you referring to the Janresponse to my complaint, which stated that all refund checks are issued within days? Because I have not discussed anything with anyone at Fabulous & Baroque since thenI refused delivery of the chairs on Oct20, Today is Feb7, It has been daysWhy do I not already have the check, per Fabulous & Baroque's stated policy?Finally, Fabulous & Baroque's previous response made statements and I would like that to be acknowledgedI would like Fabulous & Baroque to confirm the following:- Fabulous & Baroque advertised a 58-inch-high white Babette full-sized bed.- I ordered a 58-inch-high white Babette full-sized bed.- Fabulous & Baroque delivered a 76-inch-high white Babette full-sized bed.- Fabulous & Baroque ignored my emails about the bed for three months, and then finally refused to exchange the headboard for one the correct size.Thank you [redacted]

Fabulous & Baroque apologizes for Ms [redacted] frustrations with her furniture and office staff Our records indicate that our office staff communicated multiple times both via email and telephone with Ms [redacted] after the delivery of her headboard to her home Each time she raised a concern regarding the size of her headboard for her bed, we directed her to our website where it reflects that all headboards for the Babette Bed - White are listed with the same height of 72" We do advertise the Full size bed dimensions to be as follows: 79" L x 58" W x 72" H The 58" that Ms [redacted] is referring to as listed on our website is for the width of our full bed, which is the size of bed that was ordered As stated on our website, quotes, and invoices that are signed prior to our clients orders being placed, due to the custom nature of our product, we do not offer a refund or exchange The exception to this statement is if product is damaged prior to delivery Ms [redacted] signed for the dimensions of the bed provided prior to her order being placed, as well as signed that the bed met her approval when our personal delivery team installed her bed in her home.In regards to the chairs for Ms [redacted] , she did notice small paint defects and refused the delivery Our delivery team did offer to repair the minor paint defects that had occurred during transit, but Ms [redacted] refused to have the team attempt to repairWe have a full disclosure on our website, and included in the signature line of all emails and invoices All refund checks for damaged items are issued within days of refusal of delivery.It is our goal to provide our customers with the furniture of their dreams, and do our best to provide outstanding customer service during all aspects of a clients experience We are truly sorry if Ms [redacted] has not felt she received the services that we described

F&B's response to my complaint is not acceptable, and is in fact wrong in several instances."Each time she raised a concern regarding the size of her headboard for her bed, we directed her to our website where it reflects that all headboards for the Babette Bed - White are listed with the same height of 72"."This is absolutely not trueI emailed F&B about my headboard on June 27, (the day it was delivered), Augand AugI did not receive a reply in any form - let alone one directing me to the website - to any of those three emails*** did call me on Augto speak about the fabric for my chairs, and at that time I had to bring up the issue of my headboard myselfShe did not direct me to the website, but did say that their policy was not to accept returnsI said that I believed I deserved an exception because the bed I received did not match their description of the bed I ordered, and I asked again if I could exchange the headboardShe said she would look into itAfter more weeks of silence, on SeptI sent a fourth email, and finally got a final answer from *** saying that they would not exchange my headboard for a shorter versionThe website was not mentionedThe reason they never directed me to the website is because they knew that when I ordered my bed on Dec18, 2015, the website stated that the dimensions of a full-size white Babette bed were 79"L x 58"W x 58"HI am attaching a screencap of the page taken on June - the day my bed was delivered - that still shows these dimensionsI am not sure when they changed the dimensions, but the first time I noticed it was on Aug9, after I had spoken to *** and after I sent my second email.They have several different versions of the Babette bed on their website, and early on in my emails with *** I asked about custom headboard heights and noted that I really liked the proportions of the fuchsia-and-gold version of the Babette bed, which was listed as inches high(*** told me that one was made for the owner, who had wanted a shorter headboard.) I have attached a copy of the email.Their website listed the white Babette bed as inches high, they knew I preferred a headboard that was even shorter, and they still sent me a bed that was inches highUnfortunately, yes, I did accept delivery for the bed before I realized how great the difference was, but their refusal to admit they made a mistake and even attempt to correct the situation is very disappointing and extremely poor customer serviceThey know they are in the wrong, but are relying on the fine print to protect themselves - and now they are lying about how they handled the situation."In regards to the chairs for Ms***, she did notice small paint defects and refused the delivery."Again, this is not trueThree of the chairs had obvious seams on the backs, where it looked like the wood pieces hadn't been joined correctlyOn two of the chairs the seams were very noticible, and in some places the paint had cracked over the seamsThe paint defects were secondary to the greater structural defects(I've attached photos of the chairs.) They did offer to repair the chairs, but based on prior experience I had no reason to believe that they would do anything to help me after I accepted delivery, so I sent the chairs back.I returned the chairs on Oct20, and I did not hear anything from F&B for several weeks, so on NovI wrote an email asking when I could expect a refundOnce again, they ignored my emailThat was what prompted me to file a complaint.Why did they not tell me of the 90-day period for refunds when I emailed them? I have not seen that referenced on their website, emails or my contract, and a simple reply to my email would have been appreciatedCan I assume that I will recieve a $2,refund by Jan18?

Please see the attached email correspondence with this client with a detailed explanation as to why he's making a complaint and my responses to himThere was nothing else I could do to guarantee that it got to him on Friday and I feel that we did everything we could as the shipper to ensure that it
did arrive by Friday, when shipping it on a dayHe did not pay a premium shipping cost, $is our standard shipping and we even covered the extra cost of the day to ensure that it arrivedI feel that if anyone is at fault here for his candle not arriving, it should be USPS, not us as the shipperI tried explaining this to him, but obviously he wasn't hearing itI did offer to let him return it and I would refund his purchase, less our 20% restocking fee and the shipping cost and told him that seemed kind of silly to me, after him paying for the return shipping, it wouldn't make any senseI didn't respond to his email until Monday, April 16th because our business hours are Mon-Fri 9am-6m, so I didn't receive his email complaint until that day and I responded to him immediatelyI don't feel like this should go negatively against our business and we didn't do anything wrongPlease contact me directly if any further is required in this matter at ###-###-####Thank you so much!

As we discussed, I believe that the check has been sent out; I will confirm with our accountant tomorrow.Thank you!***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Fabulous and Baroque has diligently worked with us to resolve this in a timely manner. We are happy with the
resolution
Regards,
*** ***

Complaint: ***
I am rejecting this response because Fabulous & Baroque has not confirmed the amount of my refund, nor did they correct the statements made in their last responseI have a couple of questions about the refund:Your reply says "As we discussed." Are you referring to the Janresponse to my complaint, which stated that all refund checks are issued within days? Because I have not discussed anything with anyone at Fabulous & Baroque since thenI refused delivery of the chairs on Oct20, Today is Feb7, It has been daysWhy do I not already have the check, per Fabulous & Baroque's stated policy?Finally, Fabulous & Baroque's previous response made statements and I would like that to be acknowledgedI would like Fabulous & Baroque to confirm the following:- Fabulous & Baroque advertised a 58-inch-high white Babette full-sized bed.- I ordered a 58-inch-high white Babette full-sized bed.- Fabulous & Baroque delivered a 76-inch-high white Babette full-sized bed.- Fabulous & Baroque ignored my emails about the bed for three months, and then finally refused to exchange the headboard for one the correct size.Thank you
*** ***

I've agreed to refund her all but $of the order and she is happy with that

We were in full contact with *** *** for the time that her custom furniture was being hand carved and producedWhen the piece was loaded onto a container, she was aware that it takes time to put it onto a steamship and then railed and trucked to us in *** for inspection*** *** was told that
her piece of furniture had to be painted here, as she required a very specific color combination that is not available to us overseasWe sent *** *** a mahogany wood sample with her choice of paint that our furniture tech was going to be using to customize her pieceShe claimed to be happy with the outcomeWhen *** *** was told that the piece would be delayed, she demanded to be compensated for the delay that was out of our control, due to US Customs holding our container for inspection. Our company policy clearly states that we do not give refunds due to the fact that our pieces are hand-made for our individual clients.We refunded *** *** the entirety of her deposit for her piece of highly customized furniture, which was $1,We did not deduct any restocking feeShe reported here the total of her order, which she had not paid yet, as we take a 50% deposit for custom pieces and the balance a week before the furniture leaves our warehouse in ***. According to our policy, the restocking fee would have been $676.10. Our team waived this $fee for *** *** as a token of our appreciation for her patience with the process of producing a hand-carved custom piece.We consider this matter resolved as *** *** received a total refund (again, an exception to our policy)

Fabulous & Baroque apologizes for Ms*** frustrations with her furniture and office staff Our records indicate that our office staff communicated multiple times both via email and telephone with Ms*** after the delivery of her headboard to her home Each time she
raised a concern regarding the size of her headboard for her bed, we directed her to our website where it reflects that all headboards for the Babette Bed - White are listed with the same height of 72" We do advertise the Full size bed dimensions to be as follows: 79" L x 58" W x 72" H The 58" that Ms*** is referring to as listed on our website is for the width of our full bed, which is the size of bed that was ordered As stated on our website, quotes, and invoices that are signed prior to our clients orders being placed, due to the custom nature of our product, we do not offer a refund or exchange The exception to this statement is if product is damaged prior to delivery Ms*** signed for the dimensions of the bed provided prior to her order being placed, as well as signed that the bed met her approval when our personal delivery team installed her bed in her home.In regards to the chairs for Ms***, she did notice small paint defects and refused the delivery Our delivery team did offer to repair the minor paint defects that had occurred during transit, but Ms*** refused to have the team attempt to repairWe have a full disclosure on our website, and included in the signature line of all emails and invoices All refund checks for damaged items are issued within days of refusal of delivery.It is our goal to provide our customers with the furniture of their dreams, and do our best to provide outstanding customer service during all aspects of a clients experience We are truly sorry if Ms*** has not felt she received the services that we described