Raymie's Truck

Initial Business Response /* (1000, 15, 2016/04/29) */
Dear [redacted],
The [redacted] came into my store and were looking to have some pieces built for their home. I invited them to look throug hout the store to see the variety and quality of the furniture that my builders make. I also showed them a full...

photo book filled with previous pieces that have been built. They spent at least 1.5 hrs looking throughout the store and the photo book.
During their visit we discussed what they were looking for and I told them I could get them a quote for the pieces they wanted made once they decided whatthey needed. [redacted] mentioned upgrading the wood to Oak, or Maple, and not use our typical pine that was used on all the other pieces in my store. As they left I invited them to look at my website; www.nottoosha bloyshclo.ore and check out more of my builders pieces. The website also states that all special orders that are not accepted will have a [redacted] restocking fee applied. I also have a framed sign in my store that is in clear view for all customers that states the policy.
I called the [redacted] after I had their quote and using Oak or Maple was out of their budget, so they went with pine. I reiterated that I would try to have it made as smooth as possible but that it was still pine and has a more rough surface that Oak or Maple. And since we took the final order over the phone the [redacted] did not sign our order form that also states the policy about the [redacted] restocking fee.

Initial Consumer Rebuttal /* (3000, 18, 2016/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is simply alarming that we have a local merchant that clearly has admitted to making mistakes on an order that we requested to be built. Also, charging a [redacted] re-stocking fee for two items that were not correct based on the instructions and dimensions that were given. These items were then put on her sales floor and sold within weeks to someone else. (This was documented on her Facebook page in which we printed a copy of)This merchant did not lose any money because of this issue. To charge us [redacted] for items that are not correctly built, and then resold, is criminal at best. I have documented emails, a transcript of our text messages, and the last two phone conversations recorded. In each one of these dialogs it is admitted by "Not Too Shabby", [redacted], of the fact that these items were not built as requested. We supplied detailed information on the dimensions of each piece along with photographs and a drawing layout with exact demission's and size.
Here are the facts:
1.[redacted] admitted to building the furniture incorrectly and not to required specifications. The cabinet was built in one piece not two as we required in order to get it into desired room. [redacted] stated in a response that the builder decided to build it in one piece for stability reasons. This makes no sense and is not true. Any good builder would never say that based on the dimensions of this piece. In any case they should have called us and asked which never happened.
The second piece, which was a door, we wanted her to build looked nothing like the pictures that she received. The stain was completely a different color and a totally different style. When looking at the finished piece next to a picture of what we asked for they are totally different.
2.We needed the pieces in a certain time frame and [redacted] stated she could meet that schedule. Unfortunately, it took much longer.
3.The finish on the cabinet was to be a semi-gloss with a very smooth finish as instructed. The cabinet was not properly sanded prior to painting. The painted surface was one of the worst paint jobs I have witnessed on a piece of furniture. It appeared to be painted by someone who never painted before, the paint brush strokes were very thick and sloppy with gobs of paint on the edges and corners. (Clearly not Pottery Barn) [redacted] told us to get a picture from Pottery Barn and they could build it exactly like the picture. (Not true)
4.The owner, [redacted], sated in a response that we were notified in advance of the restocking fee and that it was on a receipt she gave to us. This is not true. When we were at her store it was never mentioned during our conversations. We did not see a sign that she said is posted in her store. She also has said the restocking policy is stated on her face book page. These are all not clearly advertised as she stated since we never were told or saw any such statement. The restocking fee issue only came up when we decided not to take the furniture. Also, she said it was on the receipt we received. [redacted] only sent us a receipt after these issues came up. The only receipt we received was from her Square credit card account indicating the amount of money we were charged. Fact is; we did not sign an order form since we were never given one at time of sale even after we asked her to send us one through the mail. Majority of our conversations were through emails and text messages. She difficult to reach her by phone.
5. [redacted] stated that the reason the finished wood was rough was because it was pine and not oak or maple. The fact is; it simply wasn't sanded as requested prior to being painted and looked to be painted with a wire brush. This has nothing to do with the type of wood.
6.As far as the door we asked to be built, as I mentioned earlier, what we asked for and what they built were not even close to the style we requested. She offered to have it re-stained, but that wouldn't change the fact that it was a different style and NOT what we requested.
7.[redacted] stated in her response that we could have store credit. This is the first we have heard of this. We attempted often to get in touch with [redacted] to resolve this issue but she would never answer her phone. Through a text message she said she would have her boyfriend contact us and she supplied his cell number. He didn't call, said he lost his phone after we tried several times to get in touch. When he finally did reach out to us, a month later, we had a nice conversation. We discussed having the pieces re-built and that he would stay on this thought out the entire building process. We agreed. After another month went by I called to check on the status and left a message. Days later [redacted] responded with an email stating that they haven't even started the work as of yet because they were waiting to hear back from us on the specifications. Fact is the specifications didn't change. They were instructed to use what I originally sent them except to build the cabinet in two pieces. This was all agreed to in our last phone conversation.
8.In the end the total incompetence was too much to overcome. The fact they she didn't even begin to work on the order based on the phone conversation, makes this an impossible situation. As I've stated I have all the documents to prove our complaint. The fact that she states we gave her inaccurate measurements is a complete lie.
9.The only thing that is expected from any customer is to have something you pay for completed as you requested from the beginning. Fact; BUYER BEWARE