Marcella's Interiors & Custom Upholstery

this letter is in response to complaint ID ***Throughout this letter the name *** will be used to identify the complainant. On July 9, I *** and *** went to *** home for an estimate to re-upholster a sofa, two large chairs, and two stools*** paid dollars cash
down payment on the ninth after agreeing to all the workOn this day *** also chose the material she wanted for the sofa, the chairs, and the stoolsAlong with the material she chose, *** also chose the foam that we were to use on her sofa and chairsOn July 14, we delivered the two chairs and the two stools exactly the way she asked for themIn fact, she mentioned how beautiful they were and loved the custom work we didOn the 14th of July we told *** that her sofa would take an additional two weeks for completion and she was satisfied with the timelineTwo weeks later as we promised we delivered the sofa to *** and at this time she paid the remaining of the amount due*** said she loved the sofa and hoped that the sofa will fit in her new placeHowever, *** did not like the pillows and was dissatisfied with the foam onlyShe liked the upholstery work done to her sofa but did not like the foam that she originally requested*** stated that the new foam was too firmShe asked us to take back only the pillows from the sofa and to replace the new foam with the old foamAs per *** request we completed the work in two days and delivered the pillows to her home with the old foam back in the pillowsOn this day *** was again dissatisfied with the pillows complaining that they did not fit properly*** asked us to take the entire sofa with pillows back to the store and to fix the pillows so that they fit exactly to her liking*** explained that she did not want us to deliver the sofa upon completion; instead, she said that she would be in the store to make sure the sofa was to her likingTwo days later we called *** to informed her that her sofa was readyWhen we called that day I spoke to her daughter because *** could not come to the phoneI told *** daughter that the sofa was ready and that they can come and inspect the sofa and make sure it is to their likingThis phone call became very intense because *** daughter became extremely belligerent over the phone*** daughter was using vulgar language and was very disrespectful with her wordsNevertheless, the phone call ended with *** and her daughter knowing that the sofa was readyOne week later the sofa is still in the store and no ***I called *** to remind her that the sofa was ready and *** became very agitated over the phone yelling that she did not want the sofa back and instead wanted her money backTo this day we still have *** sofa in our store which we truly don’t have the room for*** and I agreed on her coming back to the store and inspecting the sofaWe have been very ***ient and kept close communication along with follow throughWe are glad that *** went to the Revdex.com in hopes of resolving this issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowPlease see attached
Regards,
*** ***