Midnight Glassworks LLC

ID: ***Aloha,This is in reference to the complaint made by *** ***Ms*** did not sign a “contract”.Instead she signed a work order, and above her signature stated “By signing this, I acknowledge myorder is correct.” Our records indicate she was notified, along
with many others who had placed orders,regarding our mechanical breakdown which halted production for days and that orders were going tobe lateThese customers, including Ms*** was given an option to get a refund or wait for theirorder, and we would expedite their order as fast as we canShe wanted the item.Due to the new equipment, we were forced to adjust to this equipment in the midst of catching up withorders and in the process, her flask had a tiny flaw during sandblastingWe did not feel letting that itemgo with that noticeable flaw to us, would show good workmanship, so Ms*** was notified of theissue and her flask was replaced, identicallyThe same cover and the same size and color flaskThoseflasks only come with one standard cover, so there was nothing different about her flask.Because we were running far behind schedule, and by the time the item would be ready for pick up atthe location she placed an order at, it would have been after ChristmasWe understood that this was agiftTherefore we went above an beyond to make a personal delivery to her out in her home in Waianaeinstead of having her pick up the item at the location when it was ready.The owner did not make the delivery because the owner doesn’t make deliveries, the delivery driversdoAnd the delivery drivers wouldn’t have an explanation for her, because theyre delivery driversIthad already been explained to Ms*** the circumstancesHad the delivery driver known what toexplain to her, it would have been the same thing she was told earlier that day, and the day before that.Given the circumstances this season with a slew of mechincal breakdowns and technical issues, we feelthat we tried to accommodate Ms*** to the best of our abilityShe was given an option for arefund and insisted she wanted the productWe even brought the product to her, when we don’tnormally do home deliveriesOn behalf of *** *** and our staff, I sincerely apologize forher experience with usThis is not practice and growing from doing craft fairs for years, andthen this past season having locations in addition to the craft fairs, we were not prepared forthe mechanical issues we encountered.*** ***

Complaint: ***
I am rejecting this response because:
I was not notified by the company until after I had called to follow up on my orderI received no "convience call" to let me know what was going on until I had reached out to the company (pearl ridge location)After being told by the pearl ridge location to call the office I did and left a voicemailI received a voicemail the following day explaining that there was a mechanical malfunction and that the item was going
To be ready upon opening at they pearl ridge location on Christmas EveHowever, my friend went to go and pick up the items at in the afternoon and was informed by the worker there that the items weren't ready because one of the items got damaged and had to be replacedThe company did not call me to let me know of any of thisI was informed by my friend and I called the pearl ridge location to find out what was happeningThe company made no effort thereAlso, I was not informed of any option to get a refundI was told that the items were being redone and will be dropped off to me between 6-Not at almost midnight that night and it was dropped off in Waipahu not waianaeMoving forward I will not be doing business with the company in the future.
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