North East Stage

Complaint: ***
I am rejecting this response because:This company admits they sold me and my Architect a product that was the WRONG Color and refuses to correct it because 'they determined' it was in the realm of acceptabilityI have material proof from the swatch they gave me that the color is way off and that doesn't seem to count with themIn addition, the sample I was given to pick the color from was on a different fabric so it looked even more different that the product we received The company did not offer me a larger sample to view the color and said it was my responsibility to ask for one if I wanted itMost importantly, there was NO INDICATION or disclaimer on their contract that stated the color would NOT match the sample they gave us to pick fromThat is a misrepresentation of their service in my bookTheir defense is that my Architect should have known they wouldn't be exactThey even went on to say that when you buy anything with color it's not exact? Really? The worst part is that they had no regard for my issues with the product and the only remedy they offered me was to spend over a $more to another curtain with no color guaranteesI feel I was duped and taken advantage ofWhatever happened to you get what you pay for? This company admitted what "they sold me was not what they showed me" and they want me to pay them to change it? That completely unreasonableI'm just asking for a discount to make this situation a bit more fairI have a curtain that does not match my brand new Office now because this company sold me a product that they admit is not perfect and does not match the sample they gave me.
Regards,
*** ***

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I’d like to respond by correcting a misstatementThe total purchase price for the job was
$1,plus $in freightThis included a double sided curtain and trackMy net cost for the curtain is $ 1,(not including freight)
We were contracted to ship track and a double sided curtainA color card was requested and sent along with (2) 12”x12” samples of different weightsColor # (red) was originally chosen and then changed to # (regal red) just before final sign off.
Shortly after the curtain arrived we received communication they were not happy with the color and that it was not even close to the color swatchWe received an email from the Architect stating that, “the swatch is definitely darker than the curtains…the swatch is not the same type of fabric as the curtains, the curtains look like a Santa Claus costume and it clashes with the furniture.” She then told us, “We should have provided a larger swatch”We contacted our fabrication department and asked them to compare some of the remnants from the project to the color cardThey responded that the color match was within reasonWe responded back to the Architect saying, “The textile industry is no different than the paint or carpet industryYou would know better than the average person”These products are made with inks and dyes in large quantities at a given timeSubsequent dye lots or even the same color made in 13oz, 16oz, 25oz 32oz, cotton or poly will varyThis is no different than Benjamin Moore’s color “linen white”The same color will look different in flat, matte, eggshell, pearl, semi gloss and high gloss.”
We were told that we were giving them “manufacturer’s rhetoric” and that they expected the color to be “exact”The architect requested we give them, “a cut in price on a new curtain”We replied that we were hesitant on deciding how to resolve this as it is our belief that the customer was unhappy with their color choice and the fact that it “clashes” with the furniture more than anythingWe explained there is no ‘exact” match and the a new dye lot might produce yet another shade of this color, much like a new can of paint from a different dye lotThe architect responded by saying that “they understand that there is some tolerance and that is acceptable, are you willing to give us a break on a new curtain?” We responded and let them know that we would sell them a new curtain at our net cost of $ 1,plus freight
They then asked if they could keep the curtains at a reduced rateThey wrote back saying that our answer was very disappointing, they were never told there was a variance, they were never told they could get a larger sample and so on and so forthThey said that, “The quality of the product was excellent”, and asked us to reconsider
It our my belief that they are unhappy with their color selection, not the dye job of the fabric. They had originally chosen a different color and changed it prior to placing their order. They admitted that they understand dye lots and tolerances and said the quality was excellentWe are willing to sell them a replacement curtain at our net costThat is a reasonable offer considering we produced the curtain based on their color selection and specifications
*** ***
Northeast Stage

I believe we acknowledged the customer concerns in the previous response. The color of the product was not the wrong color it was the color that the client selected and signed off on. The color selection is made by the client not our company. The actual fabric remnant from the product and the color swatch were within the parameters for dye lot allowance. The client did not request a larger swatch at the time of color selection. Larger color swatches are furnished upon request. We do not stock large swatches of every color available they are supplied by the mill upon request.
We value our excellent level of customer service and we are willing to provide a $300 credit to this client in order remedy this situation. The product we supplied was as specified in the quote. That is a reasonable offer considering we produced the curtain based on their color selection and specifications.
[redacted] Northeast Stage

[redacted]
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.
Regards,
[redacted]

Review: I purchased a sound reduction theatrical curtain from this company. They provided me with a a color swatch book to pick the color of the curtain from. When I received the curtains the color was not even close to matching the swatch I was provided with. When I emailed them to tell them about the problem they told me, 'there's always a color tolerance" and everyone including my Architect should have known this. We were never told there would a variance in the color (it is not on their contract). Their exact words from their email were, "Finally, there is no “EXACT” in textile, paint, carpet or any other industry I can think of. Everyone works within tolerances. You are choosing colors from a 1 ¾” X 1 ¾” sample card which (if you look at the date on the back of the color card) was produced in May of 2011. (This is the most current card)." So here they state that we were given a 3 year old swatch to pick color from. In addition, the fabric of the swatch and the fabric of the curtain they sold me were completely different. My clear contention here is that, "What they showed me is NOT what they sold me." When my Architect told them we were unhappy and asked for a solution to the problem their only solution was for me to pay more money (at their cost which was over a $1000) to make another curtain with NO guarantees that the new color would match the swatch I picked. I declined and asked them for a discount off of what I purchased as an alternative. They declined my offer. This company had no regard or respect for me, their customer, and again in their words, " I got a sample over the weekend and compared it to the color chart. It is not “Exact” but I have to agree with the mill and fabrication…it is reasonable". They admit the color doesn't match, but they gave me no choices of resolution other than to spend more money to fix this admitted problem." They acted as their own judge and I had no say in the outcome. Now I'm stuck and very unhappy.Desired Settlement: I am requesting that they refund $600 to me (the difference between what I paid and their cost of goods)

Business

Response:

I’d like to respond by correcting a misstatement. The total purchase price for the job was

$1,637.75 plus $147.11 in freight. This included a double sided curtain and track. My net cost for the curtain is $ 1,076.00 (not including freight).

We were contracted to ship track and a double sided curtain. A color card was requested and sent along with (2) 12”x12” samples of different weights. Color # 1078 (red) was originally chosen and then changed to # 1123 (regal red) just before final sign off.

Shortly after the curtain arrived we received communication they were not happy with the color and that it was not even close to the color swatch. We received an email from the Architect stating that, “the swatch is definitely darker than the curtains…the swatch is not the same type of fabric as the curtains, the curtains look like a Santa Claus costume and it clashes with the furniture.” She then told us, “We should have provided a larger swatch”. We contacted our fabrication department and asked them to compare some of the remnants from the project to the color card. They responded that the color match was within reason. We responded back to the Architect saying, “The textile industry is no different than the paint or carpet industry. You would know better than the average person”. These products are made with inks and dyes in large quantities at a given time. Subsequent dye lots or even the same color made in 13oz, 16oz, 25oz 32oz, cotton or poly will vary. This is no different than Benjamin Moore’s color “linen white”. The same color will look different in flat, matte, eggshell, pearl, semi gloss and high gloss.”

We were told that we were giving them “manufacturer’s rhetoric” and that they expected the color to be “exact”. The architect requested we give them, “a cut in price on a new curtain”. We replied that we were hesitant on deciding how to resolve this as it is our belief that the customer was unhappy with their color choice and the fact that it “clashes” with the furniture more than anything. We explained there is no ‘exact” match and the a new dye lot might produce yet another shade of this color, much like a new can of paint from a different dye lot. The architect responded by saying that “they understand that there is some tolerance and that is acceptable, are you willing to give us a break on a new curtain?” We responded and let them know that we would sell them a new curtain at our net cost of $ 1,076.00 plus freight.

They then asked if they could keep the curtains at a reduced rate. They wrote back saying that our answer was very disappointing, they were never told there was a variance, they were never told they could get a larger sample and so on and so forth. They said that, “The quality of the product was excellent”, and asked us to reconsider.

It our my belief that they are unhappy with their color selection, not the dye job of the fabric. They had originally chosen a different color and changed it prior to placing their order. They admitted that they understand dye lots and tolerances and said the quality was excellent. We are willing to sell them a replacement curtain at our net cost. That is a reasonable offer considering we produced the curtain based on their color selection and specifications.

Northeast Stage

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This company admits they sold me and my Architect a product that was the WRONG Color and refuses to correct it because 'they determined' it was in the realm of acceptability. I have material proof from the swatch they gave me that the color is way off and that doesn't seem to count with them. In addition, the sample I was given to pick the color from was on a different fabric so it looked even more different that the product we received. The company did not offer me a larger sample to view the color and said it was my responsibility to ask for one if I wanted it. Most importantly, there was NO INDICATION or disclaimer on their contract that stated the color would NOT match the sample they gave us to pick from. That is a misrepresentation of their service in my book. Their defense is that my Architect should have known they wouldn't be exact. They even went on to say that when you buy anything with color it's not exact? Really? The worst part is that they had no regard for my issues with the product and the only remedy they offered me was to spend over a $1000 more to another curtain with no color guarantees. I feel I was duped and taken advantage of. Whatever happened to you get what you pay for? This company admitted what "they sold me was not what they showed me" and they want me to pay them to change it? That completely unreasonable. I'm just asking for a discount to make this situation a bit more fair. I have a curtain that does not match my brand new Office now because this company sold me a product that they admit is not perfect and does not match the sample they gave me.

Regards,

Business

Response:

I believe we acknowledged the customer concerns in the previous response. The color of the product was not the wrong color it was the color that the client selected and signed off on. The color selection is made by the client not our company. The actual fabric remnant from the product and the color swatch were within the parameters for dye lot allowance. The client did not request a larger swatch at the time of color selection. Larger color swatches are furnished upon request. We do not stock large swatches of every color available they are supplied by the mill upon request.

We value our excellent level of customer service and we are willing to provide a $300 credit to this client in order remedy this situation. The product we supplied was as specified in the quote. That is a reasonable offer considering we produced the curtain based on their color selection and specifications.

[redacted] Northeast Stage