Setting the Space

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Thank you for the ability to provide a rebuttal to the response offered by Setting the Space (STS) in the above referenced complaintWhile it is acknowledged that STS has offered to correct the order in question and/or provide company credit, they conclusively demonstrated a complete inability to deliver both on the initial order as well as on their plan of remediation over the past monthsTo be absolutely neither the problems themselves nor any incurred delays have been due to our availability nor to any changes we have requestedAs a reminder, the initial order was placed in August The order consisted of shades and curtains for the four main rooms on the first floor of our houseAt that time, STS employee Ms [redacted] enlisted the services of STS designer Ms [redacted] for design recommendations; interior design services were advertised in the front window of the STS store in Dedham, MAThis order was scheduled for delivery in an October-November time frameThis delivery was delayed until December 2016, the stated reasons being: Ms [redacted] left STS and Ms [redacted] was busy following up with Ms ***’s customers and outstanding ordersWhen this order finally arrived in December two problems were immediately noted: First, the Roman shades for the living room were delivered in the wrong fabricSecond, all shades for the remaining three rooms were of incorrect size (they did not fit in the windows)These issues were immediately communicated to both in a text message exchange between Ms [redacted] and me and through conversations between Ms [redacted] and the contracted installerMs [redacted] acknowledged STS’s errors on both accounts and it was determined that the entire order had to be sent backAfter repeated requests from me to correct the situation, Ms [redacted] eventually brought the STS’s vice president of sales, Mr [redacted] , and a representative from the curtain company to our home on February 2nd During the course of the ensuing discussions, they questioned some of the original design selections including, 1) choice of Roman shades and 2) transparent roller shades (when I had originally asked for blinds to give privacy); the initial design selections reconsidered were those that had been made by STS and Ms *** On their collective recommendation and at their insistence, corresponding changes were made to the order at that time (early February 2017) Although several of these changes are considered “upgrades”, these upgrades were offered by the STS representatives as a means of making restitution By of May 2017, the revised order had neither been confirmed nor placed with the supplierIntervening delays reportedly resulted from personal issues Ms [redacted] had been having, and on hers and STS’s complete professional incompetenceAt that time, I had been waiting weeks to approve the final quote (still inaccurate)I notified STS that I would be filing a complaint with the Revdex.com and the company has since declined any further communication with meSTS promotes itself as a company that provides fine designs and furnishings with excellent customer serviceIn this case, STS has failed to deliver on all accountsIn the process, STS has held our equity in the amount of $for nearly a year without providing goodsTheir performance is wholly unacceptable and their goods, services and offers of corrective action are no longer valued A full refund is requested immediately Regards, [redacted]

Setting The Space is a reputable company and always willing to correct any type of error in the event something happensIn regards to this case Setting The Space is a large company and has many different staff members as well as a customer service departmentNo orders are ever held up due to the fact that an employee no longer works for the company or if an employee is dealing with personal issuesWhen a customer hires an interior design firm to handle home decorating the process as we all know can be long due to special ordering etcWe have had an extensive amount of team members in customer [redacted] home as well as a representive from the manufacturerWe have all agreed to replace any of the window treatments that are not correct or not in the proper fabricAs far as our records indicate the home owner put a halt to the procedureThis is a very simple matter to rectify it is not complexNew measurements were taken and the correct fabrics had been chosenUpgrades that were not on the original plan were asked to be done by the home ownerWe agreed to take all materials back and give a full in store credit to be applied to the new orderWhen the upgrades exceeded the "credit" we were told that they did not want to pay for the upgradesIf you do not want to pay for those upgrades then do not add them onAt this point and as the process has been going on we are more than willing to get the correct items at the same cost as your creditIf this process had not been stopped they would have been re- ordered and installed by nowWe had members of our customer service teams reach out to you and you chose not to listen to them or let them do what they needed to do to satisy this situationWe all know in life mistakes happen we have been more than accommodating to correct these mistakesSetting The Space can offer you a different team to rectify this situation

My full name is *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[This is an unacceptable response. I have the emails, texts and phone messages to support the unprofessional customer service that has led to the serious delays in this order. In fact, at the time of placing the Revdex.com complaint, the replacement quote was still inaccurate. Also, the cost of new upgrades for the shades was being defrayed through other means. This was also discussed extensively with your staff. If this complaint is not settled by the Revdex.com, it will be escalated to the Attorney Generals office and legal action. We appreciate STS providing a refund in full for the outstanding merchandise that has not been delivered to date.]
Regards,
*** ***

Hi ***,I am so sorry that you feel this wayAs you are aware per our phone conversation we did acknowledge that the charge for your staging renewal was done as a "mistake" As a company we do not like errors but they indeed can happenAgain as per our phone
conversation we reversed the charges in a form of a credit from your credit card companyIt is with sincere apologies that this happened.Your credit card company will not show you a credit until to business daysThat is their policyI am attaching a copy of the credit so you can see that we issued itPlease call your credit card company in the mean time to see if they will acknowledge itAgain accept our apologies for this errorFeel free to call our customer service department at *** at any timeI also emailed your credit to you. Thank you Customer ServiceSetting The Space

Setting The Space is a reputable company and always willing to correct any type of error in the event something happens. In regards to this case Setting The Space is a large company and has many different staff members as well as a customer service department. No orders are ever held up due to the fact that an employee no longer works for the company or if an employee is dealing with personal issues. When a customer hires an interior design firm to handle home decorating the process as we all know can be long due to special ordering etc. We have had an extensive amount of team members in customer [redacted] home as well as a representive from the manufacturer. We have all agreed to replace any of the window treatments that are not correct or not in the proper fabric. As far as our records indicate the home owner put a halt to the procedure. This is a very simple matter to rectify it is not complex. New measurements were taken and the correct fabrics had been chosen. Upgrades that were not on the original plan were asked to be done by the home owner. We agreed to take all materials back and give a full in store credit to be applied to the new order. When the upgrades exceeded the "credit" we were told that they did not want to pay for the upgrades. If you do not want to pay for those upgrades then do not add them on. At this point and as the process has been going on we are more than willing to get the correct items at the same cost as your credit. If this process had not been stopped they would have been re- ordered and installed by now. We had  members of our customer service teams reach out to you and you chose not to listen to them or let them do what they needed to do to satisy this situation. We all know in life mistakes happen we have been more than accommodating to correct these mistakes. Setting The Space can offer you a different team to rectify this situation ..

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
Thank you for the ability to provide a rebuttal to the response offered by Setting the Space (STS) in the above referenced complaint. While it is acknowledged that STS has offered to correct the order in question and/or provide company credit, they conclusively demonstrated a complete inability to deliver both on the initial order as well as on their plan of remediation over the past 10 months. To be absolutely clear: neither the problems themselves nor any incurred delays have been due to our availability nor to any changes we have requested. As a reminder, the initial order was placed in August 2016. The order consisted of shades and curtains for the four main rooms on the first floor of our house. At that time, STS employee Ms [redacted] enlisted the services of STS designer Ms [redacted] for design recommendations; interior design services were advertised in the front window of the STS store in Dedham, MA. This order was scheduled for delivery in an October-November 2016 time frame. This delivery was delayed until December 2016, the stated reasons being: Ms [redacted] left STS and Ms [redacted] was busy following up with Ms [redacted]’s customers and outstanding orders. When this order finally arrived in December two problems were immediately noted: First, the Roman shades for the living room were delivered in the wrong fabric. Second, all shades for the remaining three rooms were of incorrect size (they did not fit in the windows). These issues were immediately communicated to both in a text message exchange between Ms [redacted] and me and through conversations between Ms [redacted] and the contracted installer. Ms [redacted] acknowledged STS’s errors on both accounts and it was determined that the entire order had to be sent back. After repeated requests from me to correct the situation, Ms [redacted] eventually brought the STS’s vice president of sales, Mr [redacted], and a representative from the curtain company to our home on February 2nd 2017.  During the course of the ensuing discussions, they questioned some of the original design selections including, 1) choice of Roman shades and 2) transparent roller shades (when I had originally asked for blinds to give privacy); the initial design selections reconsidered were those that had been made by STS and Ms [redacted].  On their collective recommendation and at their insistence, corresponding changes were made to the order at that time (early February 2017).  Although several of these changes are considered “upgrades”, these upgrades were offered by the STS representatives as a means of making restitution.  By of May 2017, the revised order had neither been confirmed nor placed with the supplier. Intervening delays reportedly resulted from personal issues Ms [redacted] had been having, and on hers and STS’s complete professional incompetence. At that time, I had been waiting weeks to approve the final quote (still inaccurate). I notified STS that I would be filing a complaint with the Revdex.com and the company has since declined any further communication with me. STS promotes itself as a company that provides fine designs and furnishings with excellent customer service. In this case, STS has failed to deliver on all accounts. In the process, STS has held our equity in the amount of $7000 for nearly a year without providing goods. Their performance is wholly unacceptable and their goods, services and offers of corrective action are no longer valued.   A full refund is requested immediately. 
Regards,
[redacted]

[redacted] and our customer service reps have been working diligently to fix what they are not happy with.  They chose to upgrade some of the items and then we explained that there would be an additional cost due to the fact that she wanted more expensive items. She and her husband decided that they...

didn't want to pay the upgrade fee and at that point they stopped the process and asked for a full refund.  Seeing as how these items were purchased a year ago, Setting The Space has offered to replace all items and if they don't want that, we have offered a store credit for the items that were incorrect.