Needle & Shears Custom Decor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Greetings,
I did contact you prior to contacting the Revdex.com, so not sure why you are suggesting anything differently?  In fact, I have contacted you over and over again with no response.  
You also suggested that you would be sending a tracking number when the product was sent, which never happened.  Just another example of you not following through on what you said you would do, when you would do it.  
It is fine to communicate via email, as long as I get them.  However, I do think it is important to be able to discuss ways that might support a better fit, which is hard to capture via pictures; if you in fact are not going to refund my money.  
The fact is, I have been extremely patient with you during this entire process, with you not returning any of my phone calls over the past six months, while having my money.  And while you claim to have sent several emails to me, rather than returning my calls, I did not get them for whatever reason, as we discussed previously, when I was finally able to get someone on the phone.  I would think if a customer does not respond to your email, that you would at least try to contact them via phone to be sure they are getting them? That is simply good business.
I know there was some confusion around the measurements, even though I followed your directions fully, and that caused some delay.   However, it has been several months since that was resolved, so not sure why the additional delay,  as I was initially told I would have my slipcovers within a month.   
I have done my very best to comply with all your rules, paid you money upfront in good faith that I would receive a product that fit, within the timelines you promised.  I also did get back with you immediately when I did hear from you.  So again I just want to resolve this and get a product that fit my furniture as promised.  If you were to see the slipcovers on my furniture you would easily be able to see that there are many inconsistencies that has me very concerned. 
 If you have made covers for [redacted] Charleston Sofas before, as you claim, then you should have patterns that at least fit well with the main structure of the sofa and chair.  I understand that the cushions may change size over time, due to use.  But the wood structure does not, and what you sent me does not fit the wood structure.  It is very small in most areas, while the cushions and pillow covers are way to big.  Being larger may be okay,  if I were to wash them.  But since you do not want me to do so and/or will not support your "warranty" if I do. I will not proceed to try to see if that is helpful. I would thinkyou would also preshrink the fabric prior to making the covers?????
Please do confirm a timeline and a workable plan to resolve this ASAP!  I did notice that there are quite a lot of other customers having similar problems as I researched you more on the web.   I only wish I had done this prior to engaging!  
Believe me, I would love it if we could in fact turn this all around so that I can give you a great review....but you have to communicate a little better and demonstrate some compassion for your customers that have invested and place their trust in you to deliver what you promise in a fair and reasonable time.
Warmest regards,
 
[redacted]

This customer has placed several orders with us and we appreciate her business.  In part, her statement is correct.  Yes, we did mistakenly use a pattern for a matching sofa that she had ordered previously for her loveseat and the result was that it was too large.  We realized our...

error and we had her send it back to be resized to the measurements she had submitted for the loveseat.  Upon receipt of the resized cover for the loveseat she reported that it was too small. As per our standard warranty repair procedure, we sent her a request for new measurements with a description of the measurements we required and an example.  To date she has not responded to our request. We will gladly make the corrections, as per the warranty, but we can’t do it unless we receive the information we require.

Although, in our last response,  we requested a clear Yes or No answer to our
question whether the client wants to go ahead with the warranty process as it was described.  It appears
from her response that she does and that she wants to take this off-line.  Meaning, that she does not want to continue
with the Revdex.com mediation and wants to deal with us directly. This is what we
understand from her email.
 
If this is correct then we will be happy to provide the
warranty service described.  The
cost, if any, will be based on the adjustments required. To determine the
adjustments needed we will ask her to re-measure her furniture using annotated
photos of her furniture and instructions that we will provide.  After the new measurements are received, an
email will be sent describing all of the adjustments required, why they are needed,
the fabric and labor required and the amount of the cost that will be covered
by the warranty.  All of this was
described in our previous response. 
 
However, given the history with this client, we are
requesting that she deal directly with our design supervisor not customer
service and limit all communication to email to avoid any confusion.

Needle and Shears did not stand by their product. When my slipcovers first arrived, they fit perfectly. They were easy to get on and looked beautiful. But, the fabric shrunk when washed and they were very difficult to put back on the chairs. Several seams ripped and the length of the slipcovers was 1-2 inches shorter. I sent pictures to the company to show how the slipcovers were no longer acceptable. They said that they do not warranty their fabric and I could have the slipcovers remade at my expense. They said that the covers should have been made to fit more loosely, to allow for shrinkage. Really, shouldn't the fabric have been preshrunk! I would not recommend the Needle and Shears company as they do not stand by their product. The process was difficult, the slipcovers were expensive and now I am left with ugly, ill-fitting slipcovers...they have my money, what do they care!

Ms. [redacted] lists several issues in her complaint and we will address each one.
Verdana;"> 
Fabric – Ms. [redacted] ordered fabric samples on Sept. 28, 2015 and placed her order on Oct. 9. Her order was shipped Dec. 8, 2015. She first contacted us on Dec. 29 complaining about the fit of her slipcover and has sent several emails, as well as left several voice mail messages. In none of these messages or emails did she state that she did not receive the correct fabric.
 
Fit and Promptness – As Ms. [redacted] acknowledged when she submitted the measurements for her slipcover, the slipcover is made to the measurements she submitted and the fit is a reflection of the accuracy of the measurements she submitted.   
 
After receiving the slipcover, she contacted us regarding the fit. We requested photos on Dec. 30 and again on Feb. 11, 2016. After receiving the photos, we requested that she re-measure the affected area and we included annotated photos of her furniture to make sure she was measuring correctly. We made this request on Mar. 23 and again on April 18. The new measurements were received on April 19.  They were different then the original measurements. On April 26, we sent her an estimate of the cost of making the adjustments and received payment for the repairs on May 9. The slipcover was adjusted to the new measurements she sent and was re-shipped to her July 16.
 
She called on July 28 complaining about the fit and we sent her an email requesting photos on July 29. She never responded to our request.
 
Our slipcovers are custom made to the measurements our customers provide to us and can not be returned for a refund. They are also covered by a warranty that allows the customer to return the cover for repairs. The terms of sale were all clearly stated on the order page when she placed the order and the order process further required her to her to read and acknowledge the terms of sale in order to place the order. In addition, the total cost of the slipcover, including the repair costs, not including shipping, was $947.71 not $1000 that she states. Ms [redacted] is well aware that she is not entitled to a refund. She can, however, request adjustments as per the warranty.
Tell us why here...

Review: I sent my measurements in to have a slipcover made for a chair at the first part of April, 2013. It took until the first of August to get my slipcover. The company was unresponsive to my many emails and voice mails (no one ever answers the phone during their business hours). Finally when I made threat to file complaints, they sent my slipcover. The one time they did respond was with an excuse about being a custom product, even though it was far longer than their promised delivery time. I've had slipcovers made for other upholstered furniture by custom upholstery folks and it took less than half the time Needle and Sheers took.

When the slipcover arrived it had some design and fit flaws and the seat cushion had small black dots on it. I immediately contacted them and they requested photos (undoubtedly to delay having to live up to their so called "warranty). I sent them photos of the problems and they issued a return merchandise and the slipcover was returned to them. That was more than a month ago and I haven't heard anything from them.. Once again I cannot get a return phone call or email to find out where my slipcover is. 6 1/2 months later, I still don't have a slipcover. Apparently, this company has had repeated complaints very similar to mine. They say they won't issue a refund but cannot deliver the product either. I would like my money back because their slipcover didn't fit and they cannot send me one that does...and will not respond to any form on inquiry.Desired Settlement: I want a full refund. I am tired of dealing with the lack of response and tired of waiting for something I should have had months ago.

Business

Response:

It appears that we are at fault here. After Ms. [redacted] reported the problem with her order we contacted her requesting photos of the problems she described. After reviewing the photos we issued a return authorization and contacted FedEx for a pick up. We contacted her to give her the authorization number and the date of the pick up. She informed us that she would be out of town on that date and requested another date and the pick up was re-scheduled with FedEx.

At this point we dropped the ball. We never received the package at our repair facility and assumed that the package had not been picked up and that the customer would contact us to re-schedule the pick up. We have had several instances when the customer has decided to keep the slipcover instead of sending it back for the adjustment.

Ms. [redacted] contacted us on Oct 14 asking for status at which point we tracked the pick up request and discovered that the package had been picked up but incorrectly delivered to our shipping facility in [redacted]Texas not our repair facility as requested. As soon as we learned of the problem, we communicated the information to the customer and contacted Fedex for the third pick up request and arranged for the package to be sent to our repair facility.

We apologize to Ms. [redacted] if she feels that we have been unresponsive; however, in reviewing her file we have noted that we have contacted her, by phone or email, over 10 time with the status of her order from the time she placed her order to the time it was shipped, 7 times after she reported the problem and 2 times, after Oct 14 when she requested status, after we discovered and resolved the problem. We strive to provide the best customer service possible in our industry and the majority of our customers believe that we do.

Normally we would make every effort to quickly make the adjustment required but since Ms. [redacted] has not missed an opportunity to misrepresent this situation on the web, we will not do that in this case. We will be refunding her the amount she paid, after discount, not the amount she requested and close her file.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The response from this company is utterly false. They have sent quite a number of automated responses to emails but RARELY respond when they are asked questions about the EXTREME SLOWNESS of their service and only do so after. I called or emailed every day last week and it was only after I threatened them with complaints that they bothered to respond at all. They did not contact me Oct 14th, the day I first inquired about the alterations to my slipcover. They contacted me on the 18th, via email only, and only after I filed a complaint with the Revdex.com. They did respond twice on the 18th, once with an explanation for what happened and once with a follow up with what they were going to do about it. This is their pattern. I spent nearly two months trying to find out where my slipcover was when the date it was supposed to be completed had passed. The emails during the process they refer to were NOT during the two months I was trying to reach them about where my order was. They were all prior to the time they were supposed to have delivered. Once that date passed, they would not respond until I threatened to file complaints.

This response is typical from this company. They try to make out that their customer is just being difficult when in fact, their customers patience has been exhausted by the lack of response from the company. I have reviewed the online complaints about this company and they are all very similar to mine. There are very long delays in getting the product, much longer than promised and when the customer tries to reach them to find out about their order, they receive no response from the company. Trying to paint your customer as the problem is also very typical of the responses from these complaints. The customer is not the problem. The problem is that they don't deliver what they say they will and when the unsuspecting customer tries to find out what the status is, their inquires are ignored. Essentially they are being untruthful about the way they respond to their customer and act like the customer is unreasonable when in fact, all their customers are trying to do is find out information. I also have emails with "excuses" they give for their lack of responding in a timely way. It seems odd that they always have a "phone problem" or other issues with their customers. In their response here, they have outright LIED about when and how they responded. I can provide lots of email back up for their lack of timely response because I send regular emails, which I keep. I can provide dates of every email I sent and the dates they responded. I believe I can demonstrate a clear lack of response by them and do not believe they can back up what they say here with any proof. I further believe that if the Revdex.com were to check this companies previous complaints, they would be very similar to the one I have made. We can't all be difficult, as they suggest. I contend that most, if not all of us started working with them as happy customers. The relationship only deteriorates with the lack of delivery and the lack of timely response.

I expect a full refund of the amount I paid. I took the amount from the INVOICE email they sent. I would like them to provide a copy of both of my cancelled checks to confirm the amount. I would also like a timeline for when they will refund my money because they do not ever live up to any time frame they set for themselves.

Business

Response:

The refund amount of $230.35 will be mailed out this week.

The refund amount was derived as follows”

Although the invoice generated by our web site shows the total amount of the order as $276.45, Ms. [redacted] received a 10% discount on the total order for paying by check.

She made two payments – a deposit of $124.40 on March 7, 2012 and a balance payment of $131.90 on May 2 2013.which totaled $256.30. This amount includes additional shipping charges for transit insurance and FedEx signature required service which she requested.

The refund amount is the total amount she paid minus the shipping and handling charges - $25.95.

To confirm the amount she paid, she simply needs to refer to her bank checking account statements for the dates above.

Please note, that although Ms. [redacted] makes a point of insisting on a quick response to her inquires, she took over a year to provide us with the measurements we required to complete her order. The request for measurements was made in March of 2012 we did not received them until April 2013.

Needle and Shears did not stand by their product. When my slipcovers first arrived, they fit perfectly. They were easy to get on and looked beautiful. But, the fabric shrunk when washed and they were very difficult to put back on the chairs. Several seams ripped and the length of the slipcovers was 1-2 inches shorter. I sent pictures to the company to show how the slipcovers were no longer acceptable. They said that they do not warranty their fabric and I could have the slipcovers remade at my expense. They said that the covers should have been made to fit more loosely, to allow for shrinkage. Really, shouldn't the fabric have been preshrunk! I would not recommend the Needle and Shears company as they do not stand by their product. The process was difficult, the slipcovers were expensive and now I am left with ugly, ill-fitting slipcovers...they have my money, what do they care!

Review: I placed a order with [redacted] the sustomer service person. Did not recieve a e-mail requesting photos and other size related information.This order number #[redacted] placed 4/4/2013. I phoned and cancelled the order on 4/22/2013. [redacted] said I would hear from the accounting department.I have called 6 times with no answer and e-mailed 3 times with no responce.I gave a deposit of $384.32 with check number [redacted]. This deposit was forhalf of the order total ($854.00). I would like a full refund for thedeposit.Desired Settlement: I would like to resolve this matter with a refund check of $384.32.

Business

Response:

Ref: [redacted], complaint # [redacted]

We sent an email to [redacted] on Wednesday, June 26, 2013, shown below, and mailed a check for reimbursement, however the check has not been cashed.

RE: the fabric that she specified for her slipcover, the Vicenza Linen/Cappuccino - this is a special order fabric - one that is not stocked because it costs so much for each yard. We placed an order with our vendor immediately after receiving her order. The fabric can't be returned - it has been cut from a 50 yard roll per our request. We are stuck with the fabric. Since the fabric is so expensive, we have not received that many orders specifying that fabric so the decision was made by our management to discontinue the fabric and it will be taken down from our website as soon as possible and the 100% Irish linen Vicenza will be replaced with a lesser expensive linen blend that more customers will be able to afford.

We are no longer accepting any orders from that fabric and will not be able to sell a slipcover from the fabric that we purchased for Ms. [redacted]'s order.

RE: terms and conditions of sale: This sale is governed by our terms and conditions that Ms. [redacted] agreed to when she placed her order. The order cannot be completed without her typing in her name into the field that acknowledges her agreement with our policy. I am including the relevant section of the document just below:

Terms of Sale

ALL CUSTOM ORDERS ARE SUBJECT TO THE TERMS AND CONDITIONS LISTED BELOW. PLEASE READ CAREFULLY. YOUR ACCEPTANCE OF THESE TERMS OF <st1:city w:st="on"><st1:place w:st="on">SALE IS REQUIRED TO COMPLETING THIS TRANSACTION.

PAYMENT - A non-refundable deposit of 50% of the total cost of your slipcover order will be due when the order is placed.

Our check payment to her is our fairest offer.

Sincerely,

Needle and Shears Custom Decor

----------------------------------------------------------

----- Original Message -----

From: customer service

To: [redacted].com

Sent: Wednesday, June 26, 2013 4:59 PM

Subject: [redacted] slipcover refund

Hello, [redacted],

We apologize for the delay in processing your request to cancel your order and refund of your non-refundable deposit.

As you are aware, our terms of sale clearly state that you can cancel your order within 24 hours of placing your order. However, you waited 17 days after placing your order to inform us that you no longer owned the furniture that you intended to slipcover and wanted to cancel your order with refund of your deposit.

By that date, the estimated amount of fabric required for your order had been allocated and ordered from our vendor, re: the Vicenza Cappuccino which is a special order designer fabric, not a stock fabric.

Therefore, under these circumstances, we will honor your request for the refund less processing and administration costs incurred. A check for $197.17 has been mailed to your address.

Thank you for your time and attention.

Needle and Shears Management

Review: This company promised in complaint number Complaint ID [redacted]Overview | Complaint | Messages | Action | History |

What Do I Do Next?

The Revdex.com has determined that the business made a good faith effort to address the complaint and has now closed it

Pick Your Next Step:

This company promised to provide a refund but has not. There is a previous complaint on this company. They do not do as they say on any aspect.

Business

Response:

An electronic funds transfer, in the amount of $230.35, was made directly to Ms. [redacted]’s account at [redacted] Bank on Oct. 30. Estimated bank processing time 3 business days.

Review: Products (custom chair slip covers) were ordered, directions closely followed.

Payment completed prior to receiving product.

Product was unsuitable for use, does not fit.

Contacted company - they requested remeasure of chairs - obliged (measurements were identical to original measurements)

Company indicated they would get back to me but did not, and did not respond to follow up attempts to contact them.

We have paid for a product that is not what I ordered and is unusable and they will not accept a return of.Desired Settlement: Satisfactory repair (alteration) OR preferably, a full refund.

Confidence that they are able to alter the product to an appropriate fit is very low.

So, refund would be our preferred outcome.

Business

Response:

We find this customer’s assertions very puzzling. She states that the covers do not fit

correctly and that we have not responded to her requests for assistance after

receiving the product in June, 2015, which is incorrect.

First, our slipcovers are custom made to measurements that

our customer’s provide. Since they are

custom made, they can not be returned for a refund. This is clearly stated on our website and she

accepted these terms when she placed the order.

However, we warranty the fit. If

we make the covers incorrectly they can return them for adjustments at no

charge. If the customer makes an error

in measuring their furniture we will make the corrections and only charge for

the time and labor required to make the adjustments.

After receiving the product in June, she contacted us

stating that the covers did not fit properly.

We then followed up in a series of email exchanges requesting photos and

further measurements. From her photos we

determined that she had not installed the cover correctly and sent her

installation instructions which included a photo showing how the cover should

look when installed correctly. These are

also included with the cover when it ships. This exchange took several months

because the customer did not have access to the furniture. After our last email

in September, we did not hear back from her and assumed that the problem had

been resolved.

In December, she posted a negative review on a popular home

décor site asserting that we had not respond to request for assistance and also

added disparaging comments to a post.

The comments were removed by the site for being inappropriate. We responded to the review and emailed the

customer offering assistance. No

response from the customer until January 5 stating that she did not receive our

last email in September and asking us to resend. The next day we resent the email and again

offered assistance. Her response was to

file a complaint with the Revdex.com on January 9.

We’re trying to help this customer but we’re truly puzzled.

Review: I ordered slip covers from this company over 6 months ago, paid just under $700 and finally got them today and they are very poorly made, look extremely cheap, and do not fit at all! The back pillows are way too big and the actual chair and sofa covers are too small. After waiting over six months and a lot of very frustrating conversations, when I could get them, as there were numerous un-returned calls, and emails....you can imagine how frustrating this is. They took my money, and have been absolutely terrible to work with every since. I went through the measurements with them at least four times, sent pictures, and they assured me that they had made slipcovers for [redacted] Charleston Sofas and Chair and a half previously, so I thought I would be safe going with them... yet still after sending many pictures and measurements they are a joke! I now see many complaints about this company on-line, with people having very similar experiences. This just makes me absolutely sick!Desired Settlement: I would like a full refund. My time and energy dealing with this company and waiting over six months to get something like this is beyond belief.

Business

Response:

First, we would like to comment that we are very

disappointed with the Revdex.com for not asking this customer if she had contacted us

regarding this problem prior to posting her complaint, which she had not. If

she had called us first we would have directed her to read the enclosed

warranty information included with the custom made slipcovers she ordered. The

warranty clearly outlines the steps she would need to follow to correct any

problem with the fit of her custom made slipcover. It also clearly states that since the

slipcovers were custom made, using the measurements she provided, they cannot

be returned for a refund. This fact was

also clearly stated under the terms of sale that she acknowledged when she

placed her order.

That said, we would like to address some of the comments she

made regarding the quality and fit of our product, the amount of time taken to

complete her order and our responsiveness.

Quality and fit of

product - Our slipcovers are made to

the highest standards using high quality fabric and custom tailoring production

processes. Our customers are often

surprised at the quality of the craftsmanship which is not often seen in

today’s products.

All of our slipcovers are made using the measurements that

our customer provide, therefore the fit, of course, is highly dependent on the

care the customer took in taking the measurements. However, we take pride in the fact that we

check the measurements to try and detect any discrepancies and will contact the

customer regarding any questionable measurements, as was the case with [redacted] on several occasions during the process of making her order.

With regard to her comment about the maker of her sofa. Yes, we have made thousands of covers for

furniture manufactured by that maker, but we do not assume that every piece of

furniture made for a particular model by that maker is the same or that it has

retained it’s original measurements often after ten years or more. Therefore we do not have pre-made

patterns. Every slipcover is custom

drafted.

Time and

responsiveness - We agree it took a

very long time to complete [redacted] order, however the delays were not on our

part.

Here is the chronology:

Dec. 31, 2013 – Customer - Order placed

Dec. 31, 2013 – N & S - Requested photos of her furniture

to start the production process.

Jan. 13, 2014 – Customer - Sent photos

Jan. 16, 2014 – N & S – Sent measurement forms to be

used to measure her furniture

Feb. 5, 2014 – Customer – Returned completed measurement

forms

Feb 20, 2014 – N & S -

Requested clarification of measurements to complete patterns

Mar 5, 2014 – N& S – 2nd request for clarification

of measurements

Mar 9, 2014 – Customer – Partial response. Information still missing

Mar. 13, 2014 – N & S – 3rd request for

clarification of measurements

Mar. 15 2014 – Customer – Complained about amount of time

taken, but did not provide information requested.

Mar. 25 2014 – N & S – 4th request for

missing information

April 7, 2014 – Customer – Requested assistance.

April 7, 2014 – N & S – We scheduled a customer support

call

April 17, 2014 – N& S – Patterning was completed and

scheduled for final production.

May 23, 2014 – N & S – Order shipped via FedEx. Emailed tracking number.

May 29, 2014 – N & S – FedEx unable to deliver to

address. Facility closed

May 30, 2014 – N & S – Package delivered

June 2, 2014 – Customer – Calls to complain that package has

not been delivered.

June 3, 2014 – N & S – We emailed and called with tracking

number again and name of person who signed for the package.

June, 3, 2014 – Customer – Files complaint with Revdex.com

June 4, 2014 – Customer – Sends emails complaining about

fit.

In summation as outlined above, we tried for nearly 2 months

to get the information we required to complete this order. Any delays or lack of response was not on our

part.

This is our response to [redacted] request for a refund:

As stated at the being of this response, the slipcovers were

custom made using the measurements the customer provided and cannot be returned

for a refund. They are covered by a

warranty and we will certainly comply with the terms of the warranty,

The customer has sent photos of the slipcovers and they have

been reviewed by our patterning and design staff. They agree that some adjustments are required

but they will need to double check some of the measurements before they will be

able to determine: where and how the adjustments will be made, the amount of

time and materials required and if there is any cost to the customer due to

incorrect measurements.

This, of course, requires that [redacted] respond to our

requests promptly and in good faith. If [redacted] does not want to take

advantage of the warranty that comes with the product that, of course, is her

choice to make. She merely needs to

respond through the Revdex.com as to how she would like to proceed.

In over 16 years of making custom slipcovers for thousands

of very satisfied customers, that refer us to their friends and family and come

back again and again, we don’t expect every customer to be perfect. We enter into every transaction in good faith

and do our utmost to give them the type of product and service they

deserve. All we ask of our customers is that they understand that the

fit of the slipcover is contingent on the time and care they take in measuring

their furniture and we will do the same when we make their slipcover.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Greetings,

Review: I purchased slip covers from this business for two couches and two chairs. This was a significant purchase (approximately $1,400). I inquired about the durability of the material selected and was assured that it would hold up well. Within two weeks of normal use, the material began to pill. I called the company and was told that they only stand behind the workmanship of the covers (which was good) and not the fabric. The employee further stated that I should try to wash the fabric. This only made the problem worse. I sent several pictures of the wear to the company, who said that they would contact the fabric supplier and get back to me. I never heard from them. I called several times after that and sent numerous emails and have not heard a word back from the company. This material is clearly not suitable for use as upholstery fabric and Needles & Shears should seek recourse with the supplier, rather than leave their customer high and dry with horrible looking furniture. The text below comes from Needles & Shears: To put your mind at ease, we do test the fabrics beforehand for washability/durability. We also rely on the manufacturer's performance information which influences our decision, specifically, what is known in the industry as "double-rubs". The closest that I can describe this particular criteria is what we have been told by the actual manufacturer of the fabric. It is an automated test to simulate sitting down on the fabric and getting up. The replacement fabrics that we will be substituting for the CareFree have the same number of double-rubs: 30,000.Realistically, in your home, I don't think that your slipcover will go through 30,000 times when someone will sit down and get up from the furniture. The criteria has been one that is used extensively in the hospitality trade, ie: hotels, etc. where, for example, the sofa in your hotel room goes through more usage than one in your home. I hope that this information has been helpful to you."Desired Settlement: The company should refund our purchase upon return of the slip covers or should replace with a fabric that can hold up to normal use.

Business

Response:

As we informed this customer, after she reported the

problem, we contacted the supplier to ask about this problem and were told that

the fabric is rated at 30,000 double-rubs, which is above the normal

residential use rating. We also told her

that we have shipped nearly 1000 yards of this fabric made into many different

types of furniture slipcovers from sofas to dining chairs in a variety of

colors and no one else has reported a problem with the fabric. In addition the fabric is currently used by a

high-end furniture manufacturer and we’re sure that if there was a problem with

the fabric that would not be the case.

As we reminded the customer, we cannot be held responsible

for any damage that has resulted from misuse or abuse of the product by the

customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I am not satisfied because the company has not made any effort to remedy the situation, rather they have made the same assertion about the fabric which is clearly not true. I have attached pictures that clearly show the pilling of the material. Unless sitting or laying on a couch is considered misuse or abuse, the material is defective or not suitable for use as a furniture covering. The material looks great until it is subjected to normal use, at which time it pills. The normal friction of use causes this condition. I don't feel that the supplier's statement of quality should get any weight as they are conflicted as well. The photos tell the story. ]

Regards,

Business

Response:

After reviewing and investigating this customers complaint our conclusion is that the damage was caused by abuse. Our custom slipcover warrenty only applies to our workmanship and fit. It does not cover the fabric or fabric abuse by the customer. Please let me know if you require any further clarification [redacted]Todo es, Inc. / Needle & Shears Custom Decor

Review: I placed an order for slipcovers on 4-5-13, the company removed from my checking acct an authorized deposit of $545.19. On 5-12-13 I authorized the last withdrawal of $638.69 making this account paid in full. Since then I have emailed several times with only one (1) response that the slipcovers are in production and I will be notified the week before delivery. I have left several messages on their voice mail with no return call. I called the office on approx. 6-14-13 and did get to speak to sally who assured me my order was about done and I would get notification the following week when my order would be shipped. I have heard nothing as of yet. I called on 7-5-13 and left a message to return my call.Desired Settlement: I would like my order delivered asap or I want a refund by the end of July.

Business

Response:

REF: Ms. [redacted], complaint #[redacted] - her order is being shipped out. Here is the email we sent to her today:

Needle and Shears custom decor

-----------------------------------------------

----- Original Message -----

From: customer service

To: [redacted].net

Sent: Tuesday, July 09, 2013 9:48 AM

Subject: Your slipcover order - Tracking Information, cleaning instructions, warranty policy

Hello, [redacted],

Your order passed quality control inspection and was sent over to our shipping/receiving contractor for prepping/packaging prior to shipment. They have assigned the tracking numbers to all of the orders in that production batch and Fedex has been called for a pickup.

Here is the tracking number for your order:

Once the shipping label for your order has been scanned, you can follow the progress of your order by clicking on this link: www.[redacted].com

and you can copy/paste the above number into the tracking field on their website. On the day it will be delivered it will say "out for delivery."

Care/Cleaning of your slipcover:

There will be a "care" tag sewn into your slipcover with cleaning instructions. As well, there will be an information sheet included in with your slipcover.

Most of our fabrics are washable but there are some that say "dry clean only" on the tag.

The tag is located on the main body frame of the slipcover that covers the "seat deck" - which is where the seat cushions rest upon. Should you have any questions after reviewing the tag or the included instructions, please contact us BEFORE you attempt to clean your slipcover.

Warranty/Customer Satisfaction Policy: Inside the package with your slipcover, you will find a sheet of paper which covers our warranty/customer satisfaction policy. A copy of it is attached to this email.

When installed properly, your slipcover should fit slightly loose at first; and then, after the first cleaning, it will "tighten up" to the correct size.

Do NOT wash your slipcover prior to putting it on for the first time. Please see the attached warranty policy for details.

If the INITIAL fit, out of the box, is overly baggy or skin tight, then contact us immediately for further instructions.

Fabric Protection: for peace of mind - for homes in which a slipcover will experience a lot of "traffic", ie: rental property, or homes that have kids, pets or both, we recommend the application of a high quality, spray-on fabric protectant that can prevent staining and soiling.

Most people know about the 3M Scotchguard product which needs to be re-applied after every cleaning. However, for years, we have been referring our customers to a company which offers a product called Vectra that, unlike Scotchguard which has to be re-applied after each washing, Vectra only needs to be re-applied after every 3rd cleaning, is environmentally friendly, non-toxic and is substantially superior to the 3M product.

Click on the following link to read about Vectra and to view their amazing 1 minute video: www.[redacted].com

A NOTE ABOUT YOUR SLIPCOVER MEASUREMENTS & PATTERNING:

Your slipcover’s photographs, measurements, and template patterning information will all be kept in our permanent files. At a later date, if you wish to re-order your slipcover in a different fabric, you won't need to re-measure!

Thank you for your patience while we completed the work on your order and we trust that you will be happy with your new custom slipcovers!

Sincerely,

Needle and Shears Custom Decor

Toll free: 877-325-5154 M-F 9am to 5pm PDT/PST

Email: [email protected]

Website: www.needleandshears.com

Consumer

Response:

I tried to respond to the message below but your website would not let me reply.I am accepting the business response. The merchandise is shipping FedEx this week.

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,