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]

I've agreed to refund her all but $250 of the order and she is happy with that.

We were in full contact with [redacted] for the time that her custom furniture was being hand carved and produced. When 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 [redacted] for inspection. [redacted] 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 overseas. We sent [redacted] a mahogany wood sample with her choice of paint that our furniture tech was going to be using to customize her piece. She claimed to be happy with the outcome. When [redacted] 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 [redacted] the entirety of her deposit for her piece of highly customized furniture, which was $1,372. We did not deduct any restocking fee. She 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 [redacted].  According to our policy, the restocking fee would have been $676.10.  Our team waived this $676.10 fee for [redacted] 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 [redacted] received a total refund (again, an exception to our policy).

Complaint: [redacted]
I am rejecting this response because Fabulous & Baroque has not confirmed the amount of my refund, nor did they correct the false statements made in their last response. I have a couple of questions about the refund:1. Your reply says "As we discussed." Are you referring to the Jan. 4 response to my complaint, which stated that all refund checks are issued within 90 days? Because I have not discussed anything with anyone at Fabulous & Baroque since then.2. I refused delivery of the chairs on Oct. 20, 2016. Today is Feb. 7, 2017. It has been 110 days. Why do I not already have the check, per Fabulous & Baroque's stated policy?Finally, Fabulous & Baroque's previous response made false statements and I would like that to be acknowledged. I 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 repair. We 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 90 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.

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