Sam & Mary's Woodworks

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To Whom it May Concern: I disagree with some of the statements in Mary’s response.  For example, I did not yell at Mary.  She yelled at me and slammed the phone down on me.   And I most certainly was told not to call again.  My reason for rejecting the offer to bring the chair in, at the point, is very simple.  Mary told me that there was no way for her to determine if this was the chair that she repaired.  She asked my mother the question, “How do I know it is the same chair?”  Mary did not mark the chair leg; therefore as she stated on the phone, she has no way to determine which chair it is.  It is very apparent that she thinks I am lying and trying to get another chair fixed free of charge.   Mary is completing contradicting herself.  She won’t fix the chair unless she can prove it is the original chair.  However, she did not mark the chair.  So, there is no way for her to know which chair is which.  Before I was hung up on, I explained that I will incur an expense if I return the chair.  I was only willing to do that if I had her guarantee that she will fix it.  I cannot lift the chair, and it will not fit in my car.  Mary told me that she will, “Think about fixing it.”  So, why should I pay to have the chair delivered only to be told that I have to pay again?   As was stated there is no way to determine which chair is which.  So, either the chair was not fixed or I am trying to get another chair fixed for free.   And I can assure you I would never try to scam someone like that.  I cannot see the point of throwing good money after bad.  Because the chair was not marked, and that is her fault for not doing so, I just know Mary is going to charge me to fix it as though it is a new chair – even though it is not.  I have no faith left in her business, and it scares me that I was falsely accused of threatening her employee.  I did say that I was going to report her to the Revdex.com.  That is not a threat against an individual, and that kind of irrational thought is scary.  Quite frankly, I am afraid of her and afraid to go there now. Mary should have calmly and respectfully and with grace fixed the problem. It should have never come to this.   I have a letter from a previous experience that Mary sent to me where she apologized for her poor treatment towards me.   I was hoping she would not treat me this way again, but this is a pattern.  Mary eroded any trust I had in her ability to fix the chair and to do the right thing by an honest customer.  I am requesting a full refund.  Sincerely, [redacted]

RE: [redacted] On April 16th, customer brought fully upholstered chair to Sam & Mary's woodworks, for a repair to the leg. June 18th, chair was returned to customer, and the bill was paid.June 26th, mother called the shop to say that ‘the chair was not repaired, it was still loose’. Mother...

was told that we couldn't see how that was possible, as the chair was not loose when it left Sam & Mary's WoodWorks the week before. She was asked ‘ was she sure it was the same one that had been at the shop for repair? ‘ {because customer has several identical chairs}. She stated that she ‘didn’t know for sure’. She was then asked to bring the chair back to the shop so we could determine if it was, indeed the same chair we had previously worked on. The mother said she would have her daughter {the customer] call to bring the chair to Sam & Mary's WoodWorks when the daughter got back from vacation.Daughter called over the 4th of July weekend while we were closed for the holiday and left a message. Before anyone could call her back, she called here yelling and upset about the chair. She was asked several times to please bring the chair back so we could look at it, but instead became verbally abusive to an employee, stating that ‘if we wouldn’t fix it, she would take us to court and report us to the Revdex.com’. At NO time was the customer told to 'never call here again’.IF our repair has failed, we will certainly redo the job at no additional cost, trying another method, BUT if it is not the same chair there WILL be additional costs. There is no way to determine which chair is which over the phone. Customer needs to bring the chair into Sam & Mary's WoodWorks so we can look at it. Also, customer must be present so she can be shown the repair { or failure}. This must be done here at the shop because the fabric dust cover has to be removed and restapled to the underside of the chair.We have been in business for almost 40 years, and we STAND by our work. BUT, again can't determine much of ANYTHING over the phone. Chair MUST be brought in for us to LOOK at it.Sam & Mary's WoodWorks

Review: I brought a table in for repair on February 11, 2016. The business collected a $40 deposit for the work and advised the work would be completed in five weeks. I called in late March and left a message to inquire about the status of the work. I received no response. On April 5, 2016, I went to Sam & Mary's and asked for return of the table. I asked for a full refund. The owner refused, advising that the sales contract states there is a $25 service fee for cancelled work. I was provided with a refund check of only $15 dollars. While the contract does advise of the service fee, I believe it is unreasonable (and a questionable business practice) to collect a deposit, perform absolutely no work within the stated time period, and then keep a $25 profit. By that logic, Sam & Mary could hold an item for an indefinite amount of time then charge a $25 service fee to any customer wanting their property returned. It is not as if I dropped off the table and then returned one week later to cancel the work. I waited nearly two months before asking for return of my property. A business should be under some obligation or have a sense of customer fairness to complete work within the stated time period or offer a full refund.Desired Settlement: Refund of the $25 balance

Review: I hired Sam and Mary's Woodworking to fix a chair leg for my mother. I paid her for her service, but after the chair was delivered my mother moved it back to sit on it, and the chair started to lean. Upon further inspection, my mother noticed that the leg was loose and shavings fell out of it when she moved it back. My mother called Mary, and Mary stated that the chair was probably a different one. She said she did not even know what chair or leg she even fixed. The chair leg should have been marked for identification purposes. My mother asked me to call. I left a message, and my call was not returned. On the message I stated I wanted the chair to be fixed or I wanted my money back.

Three days went by, and I got no response. So, I called again. Her employee told me that she was too busy to talk to me. And I told him that this problem has been going on for weeks and I wanted him to ask her when she was going to talk to me or I was going to file a complaint with the Revdex.com because I felt that I was being ignored. At that point, Mary did find the time to come to the phone and started screaming at me that I threatened her employee. I explained that contacting the Revdex.com is not a threat against an employee and all I wanted was to have the chair fixed.

She told me to bring the chair back and she would look at it and think about fixing it. I asked her how she was going to make her decision when she did not mark her work, and she started yelling that she was fixing another chair and did not have time for me I told her that I have to pay someone to take the chair back to her and I was not going to incur the additional expense if I did not have her guarantee she was going to fix it. She started screaming at me again, told me not to call again, and slammed the phone down on me.

I paid to have my chair fixed and it was not. I even offered to pay to have the chair brought to her if she would finally fix it. I cannot lift the chair, and it does not fit in my car. Now, I just want my money back to find someone else. She told me not to call and slammed the phone down on me. So, she cut off any future communication with me.Desired Settlement: Because I was told not to call and hung up on, I would just like to have my money back. I paid $114.55. I was verbally abused by Mary and as a business owner she should realize she cannot yell at people and hang up on them.

Business

Response:

RE: [redacted] On April 16th, customer brought fully upholstered chair to Sam & Mary's woodworks, for a repair to the leg. June 18th, chair was returned to customer, and the bill was paid.June 26th, mother called the shop to say that ‘the chair was not repaired, it was still loose’. Mother was told that we couldn't see how that was possible, as the chair was not loose when it left Sam & Mary's WoodWorks the week before. She was asked ‘ was she sure it was the same one that had been at the shop for repair? ‘ {because customer has several identical chairs}. She stated that she ‘didn’t know for sure’. She was then asked to bring the chair back to the shop so we could determine if it was, indeed the same chair we had previously worked on. The mother said she would have her daughter {the customer] call to bring the chair to Sam & Mary's WoodWorks when the daughter got back from vacation.Daughter called over the 4th of July weekend while we were closed for the holiday and left a message. Before anyone could call her back, she called here yelling and upset about the chair. She was asked several times to please bring the chair back so we could look at it, but instead became verbally abusive to an employee, stating that ‘if we wouldn’t fix it, she would take us to court and report us to the Revdex.com’. At NO time was the customer told to 'never call here again’.IF our repair has failed, we will certainly redo the job at no additional cost, trying another method, BUT if it is not the same chair there WILL be additional costs. There is no way to determine which chair is which over the phone. Customer needs to bring the chair into Sam & Mary's WoodWorks so we can look at it. Also, customer must be present so she can be shown the repair { or failure}. This must be done here at the shop because the fabric dust cover has to be removed and restapled to the underside of the chair.We have been in business for almost 40 years, and we STAND by our work. BUT, again can't determine much of ANYTHING over the phone. Chair MUST be brought in for us to LOOK at it.Sam & Mary's WoodWorks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.To Whom it May Concern: I disagree with some of the statements in Mary’s response. For example, I did not yell at Mary. She yelled at me and slammed the phone down on me. And I most certainly was told not to call again. My reason for rejecting the offer to bring the chair in, at the point, is very simple. Mary told me that there was no way for her to determine if this was the chair that she repaired. She asked my mother the question, “How do I know it is the same chair?” Mary did not mark the chair leg; therefore as she stated on the phone, she has no way to determine which chair it is. It is very apparent that she thinks I am lying and trying to get another chair fixed free of charge. Mary is completing contradicting herself. She won’t fix the chair unless she can prove it is the original chair. However, she did not mark the chair. So, there is no way for her to know which chair is which. Before I was hung up on, I explained that I will incur an expense if I return the chair. I was only willing to do that if I had her guarantee that she will fix it. I cannot lift the chair, and it will not fit in my car. Mary told me that she will, “Think about fixing it.” So, why should I pay to have the chair delivered only to be told that I have to pay again? As was stated there is no way to determine which chair is which. So, either the chair was not fixed or I am trying to get another chair fixed for free. And I can assure you I would never try to scam someone like that. I cannot see the point of throwing good money after bad. Because the chair was not marked, and that is her fault for not doing so, I just know Mary is going to charge me to fix it as though it is a new chair – even though it is not. I have no faith left in her business, and it scares me that I was falsely accused of threatening her employee. I did say that I was going to report her to the Revdex.com. That is not a threat against an individual, and that kind of irrational thought is scary. Quite frankly, I am afraid of her and afraid to go there now. Mary should have calmly and respectfully and with grace fixed the problem. It should have never come to this. I have a letter from a previous experience that Mary sent to me where she apologized for her poor treatment towards me. I was hoping she would not treat me this way again, but this is a pattern. Mary eroded any trust I had in her ability to fix the chair and to do the right thing by an honest customer. I am requesting a full refund. Sincerely, [redacted]