Peterson Upholstery

Initial Business Response / [redacted] (1000, 5, 2016/09/07) */ I have been in business for nearly years and have had many satisfied customers, many of which have been repeat customersI have our customers satisfaction as my #priorityThis is why I explain and show my work upon delivery, or as in this case, the customer picked up at my shopMy policy always includes that if they have a problem with my work, to let me know and I will repair whatever might go wrongRarely have we had this happen, but occasionally it will and we have taken care of the problem in a timely and courteous fashion When the above client came to my shop, she brought in old cushion sets, which is not unusual as I make patterns off of the old cushionsShe explained what she wanted and I told her how I would do it with the understanding there would be sets, backs and seats of cushionsI proceeded to make them and realized I would not have enough fabric and asked my wife to call the client to get more fabricThis should have been the first red flag for her to ask why more fabric was needed for only sets of cushions, but no questions were askedThe second red flag was when she picked the cushions upI showed her my work by opening up the bagged cushion backsThe seat cushions were bagged separatelyShe could easily see that there were backs in the bagNo questions asked at this time and she seemed happy with my work especially the fact that I put snaps back on as she requestedThe third red flag for her should have been the billI showed her the itemized charges which included, labor for sets, backs and seat cushions, dry fast poly, and snapsShe paid it with no questionsShe had opportunities in my shop to say there's been a mistake, however nothing was said and left my shop with bags and satisfied, so we thought We received a call the next business day with her complaintWith all the opportunities she had at my shop to say something was wrong, she waited until she got home Unfortunately, it comes down to lack of communication because we certainly would not have made extra sets of cushions with the time, effort, and expense that goes into them for nothingAs for taking the sets back, they were custom made for her chairs and I have no use for them Initial Consumer Rebuttal / [redacted] (4200, 13, 2016/09/21) */ I am not satisfied, due to the fact that Bob Peterson has not offered to return any of my money yetHe was willing to admit that it was a miscommunication, now I wish he would take some of the responsibility for thatI still would like to receive a partial refund for his mistake

Initial Business Response /* (1000, 5, 2016/09/07) */
I have been in business for nearly 50 years and have had many satisfied customers, many of which have been repeat customers. I have our customers satisfaction as my #1 priority. This is why I explain and show my work upon delivery, or as...

in this case, the customer picked up at my shop. My policy always includes that if they have a problem with my work, to let me know and I will repair whatever might go wrong. Rarely have we had this happen, but occasionally it will and we have taken care of the problem in a timely and courteous fashion.
When the above client came to my shop, she brought in 2 old cushion sets, which is not unusual as I make patterns off of the old cushions. She explained what she wanted and I told her how I would do it with the understanding there would be 4 sets, 4 backs and 4 seats of cushions. I proceeded to make them and realized I would not have enough fabric and asked my wife to call the client to get more fabric. This should have been the first red flag for her to ask why more fabric was needed for only 2 sets of cushions, but no questions were asked. The second red flag was when she picked the cushions up. I showed her my work by opening up the bagged cushion backs. The seat cushions were bagged separately. She could easily see that there were 4 backs in the bag. No questions asked at this time and she seemed happy with my work especially the fact that I put snaps back on as she requested. The third red flag for her should have been the bill. I showed her the itemized charges which included, labor for 4 sets, backs and seat cushions, dry fast poly, and snaps. She paid it with no questions. She had 3 opportunities in my shop to say there's been a mistake, however nothing was said and left my shop with 2 bags and satisfied, so we thought.
We received a call the next business day with her complaint. With all the opportunities she had at my shop to say something was wrong, she waited until she got home.
Unfortunately, it comes down to lack of communication because we certainly would not have made 2 extra sets of cushions with the time, effort, and expense that goes into them for nothing. As for taking the 2 sets back, they were custom made for her chairs and I have no use for them.
Initial Consumer Rebuttal /* (4200, 13, 2016/09/21) */
I am not satisfied, due to the fact that Bob Peterson has not offered to return any of my money yet. He was willing to admit that it was a miscommunication, now I wish he would take some of the responsibility for that. I still would like to receive a partial refund for his mistake.