Needle Nook of La Jolla Inc

Reference the customers demands. Taking a ***d piece apart requires skills no one here is willing to attemptWe are trying to work with this lady but we cannot honor her current request. If she would prefer, she may bring it directly to the ***r located at *** *** *** **San Diego, Ca 921-who will then dismantle the piece. Once this is accomplished, we will issue a refund when she presents her card to process the payment
*** ***
Manager
Needle Nook of La Jolla

Dear Ms***,
In reference to the above complaint filed my *** ***
We offer a framing service through The *** *** in Hillcrest as a courtesy to our customersWhen Mrs*** brought her piece in, *** assisted her in selecting custom framing, matting and museum glass for
her cross-stitch design. It is our policy to not give a quote as the variables in pricing differ depending on type of ***, mats and size of the project. Mrs*** claims *** quoted her a finished price of $which would had never happened. The confusion I believe is *** told her to hold on to her gift card of $and use it when the piece came back from the ***
Unfortunately, I was out recovering from surgeries and her piece stayed in the shop for two weeksUpon discovering this I asked the *** to expedite the framing so it would be completed in the 3-weeks. It was returned to us in five weeks as the framing Mrs*** selected had to be custom ordered by the ***
The problem occurred when she picked up the finished product and demanded we charge her the $which she claims *** quoted. *** has been doing all of our finishing work for years and would have never quoted such a low amount, especially for a custom ***d pieceAnyone who has ever had custom framing done realizes you can't even purchase a ready made *** in the size required for $
I explained to Mrs*** that I was charging her exactly what the *** charged us and the more she demanded the more I realized that sometimes customers are not always right and there was little that I could do to please this lady
We have been in business for over years and ship nationally and internationally. We have an excellent reputation for our customer service. It is our goal to make every customer happy, but Mrs***'s demands were unreasonableI never told Mrs*** that she couldn't have her piece unless she paid for it. Once our conversation had exhausted itself she handed me her credit card and claimed she would never come into our shop again. Please tell Mrs*** that we will gladly give her a refund for the total amount but she must return the *** piece to us in the condition we gave it to her and we will have it removed from the *** and return it to her in the original condition in which she gave it to usShe then will be refunded her monies and she may find a *** more suitable for her needs
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*** ***
Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me with one condition. The condition is that my stitchery is removed from the framing material in my presence at the time of my visit to the store. It is not acceptable for them to have me leave it with them for any amount of time nor is it acceptable for them to remove the stitchery outside of my presence.
If this is acceptable to the business, Needle Nook of La Jolla, I will bring it down to their store on Fay Ave so they can remove my stitchery, take back the framing material and give me a full refund of the purchase price (@$223).
I will wait for the business to accept my terms and, if it does, I will take it to their shop for them to perform the removal and refund the full purchase price.
Regards,
*** ***

Review: On March 20, 2014, I took my completed stitchery project in to get it [redacted]d and mounted. After picking out the [redacted] and other materials, I was verbally told by [redacted] it would cost @$50 and would be ready for pickup in 2 weeks. I was told not to worry about putting a deposit down on the framing since my $50 gift card was about what the total cost would. This turned out not to be the case. Two weeks later, on April 4th, I called the business to enquire if it was ready for pickup. I was informed that it was not ready and they would call when it was ready for pickup. I called again on April 14th and spoke with [redacted]. She promised to call me back with a status after contacting the [redacted]rs. She did not call me back with a status. On April 18th, I called again and spoke with [redacted] who also promised to look into it and call me back. [redacted] called me back later that day to inform me that the [redacted]rs had just picked up the project and would be working on it that weekend. He also stated it would be ready sometime on Monday, April 21st. I called on April 21, 2014 and was told it would be ready tomorrow for pickup.On April 22, 2104, approximately 5 weeks after dropping it off, I went to Needle Nook of La Jolla to pickup the completed project and pay for it. When I arrived to pick it up, I found it would cost $207 before sales tax. This was almost four times more than the verbal quote [redacted] had given me. [redacted] was not available nor was she contacted to verify the quoted price. Instead, I was referred to [redacted] who I had spoken to over the phone concerning picking it up. [redacted], was very firm about the price and did not believe [redacted] would have quoted me that price. He refused to honor the quoted price or even negotiate with me on a price. Since they would not give me my stitchery project without paying, I paid $223.56, more than four times the quoted price/estimate.Desired Settlement: I am requesting that Needle Nook honor the quoted estimate or at least agree to a lower negotiated price that I consider to be fair given the original verbal quote and the excessive delay in completing the job.

Business

Response:

Dear Ms. [redacted],

In reference to the above complaint filed my [redacted].

We offer a framing service through The [redacted] in Hillcrest as a courtesy to our customers. When Mrs. [redacted] brought her piece in, [redacted] assisted her in selecting custom framing, matting and museum glass for her cross-stitch design. It is our policy to not give a quote as the variables in pricing differ depending on type of [redacted], mats and size of the project. Mrs. [redacted] claims [redacted] quoted her a finished price of $50.00 which would had never happened. The confusion I believe is [redacted] told her to hold on to her gift card of $50.00 and use it when the piece came back from the [redacted].

Unfortunately, I was out recovering from surgeries and her piece stayed in the shop for two weeks. Upon discovering this I asked the [redacted] to expedite the framing so it would be completed in the normal 3-4 weeks. It was returned to us in five weeks as the framing Mrs. [redacted] selected had to be custom ordered by the [redacted].

The problem occurred when she picked up the finished product and demanded we charge her the $50.00 which she claims [redacted] quoted. [redacted] has been doing all of our finishing work for 15 years and would have never quoted such a low amount, especially for a custom [redacted]d piece. Anyone who has ever had custom framing done realizes you can't even purchase a ready made [redacted] in the size required for $50.00.

I explained to Mrs. [redacted] that I was charging her exactly what the [redacted] charged us and the more she demanded the more I realized that sometimes customers are not always right and there was little that I could do to please this lady.

We have been in business for over 40 years and ship nationally and internationally. We have an excellent reputation for our customer service. It is our goal to make every customer happy, but Mrs. [redacted]'s demands were unreasonable. I never told Mrs. [redacted] that she couldn't have her piece unless she paid for it. Once our conversation had exhausted itself she handed me her credit card and claimed she would never come into our shop again. Please tell Mrs. [redacted] that we will gladly give her a refund for the total amount but she must return the [redacted] piece to us in the condition we gave it to her and we will have it removed from the [redacted] and return it to her in the original condition in which she gave it to us. She then will be refunded her monies and she may find a [redacted] more suitable for her needs.

--

Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with one condition. The condition is that my stitchery is removed from the framing material in my presence at the time of my visit to the store. It is not acceptable for them to have me leave it with them for any amount of time nor is it acceptable for them to remove the stitchery outside of my presence.

If this is acceptable to the business, Needle Nook of La Jolla, I will bring it down to their store on Fay Ave so they can remove my stitchery, take back the framing material and give me a full refund of the purchase price (@$223).

I will wait for the business to accept my terms and, if it does, I will take it to their shop for them to perform the removal and refund the full purchase price.

Regards,

Business

Response:

Reference the customers demands. Taking a [redacted]d piece apart requires skills no one here is willing to attempt. We are trying to work with this lady but we cannot honor her current request. If she would prefer, she may bring it directly to the [redacted]r located at [redacted]. San Diego, Ca 921-3 who will then dismantle the piece. Once this is accomplished, we will issue a refund when she presents her card to process the payment.

Manager

Needle Nook of La Jolla