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St Louis Restoration

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St Louis Restoration Reviews (2)

1. Upon delivery, the customer indicated she was satisfied with the work we had done, which was shown to her with each item individually. When we first inspected the items and agreed to take on the job, the customer was interested in making the most economic corrections to the furniture possible,...

not full refinishing on all pieces, and indicated the tops of the pieces in question were the main ones she was interested in. She agreed to the pricing and terms at the initial pickup subsequent to the amount of effort and further inspection on the pieces, and about a week later actually came down to the shop upon our request to confirm that we were delivering her the results she expected, and we thought everything was fine.  Sometime few days to a week after delivery in her new residence, the customer called to indicate she was not happy with some of the results and that we needed to perform some additional touchups, and I responded that I would find time in the calendar and set up an appointment to resolve the matter. 2. In the haste of daily business, and a phone system malfunction which affected many customers, I take full responsibility for failure to follow up and schedule that appointment. If she said she had called a few times, it is completely possible that she did and we never received the call nor the voicemail message at the time the malfunctions were occurring. 3. Upon receipt of the Revdex.com email complaint, we contacted the customer, apologized for the errors in communication, and agreed to a solution which should be completed by Tuesday, 10/24/16. I personally picked up the pieces and responded with a visit and pickup of the pieces she was not happy with roughly an hour of receiving this complaint notification, with the remaining onsite repairs to be done at her house when we deliver them Tuesday.

Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: [redacted], owner/mgr
Contact Phone: [redacted]
Contact Email: [redacted]@stlrestore.com
We sympathize with the customer's frustration over this project.
When it was brought in, we discussed that it could be a lot...

of very meticulous laborious work combined with cycles of acclimation to sufficiently achieve the desired results. Looking back, we were hopeful that the latent issues in the project (which was in extremely rough, weathered condition, and brought to us partially falling apart with veneers peeling and flaking) were not going to give us much trouble, and we were mistaken.
Our primary priority was to restore the integrity of the original parts. This particular project encountered numerous failed attempts to restore them - all of which absorbed time and resource. This is the result of most of the delays. Once it was apparent that retaining all original parts would not suffice, we then consulted with the customer and agreed to replicate new pieces, a process that is also quite time and labor consuming.
We have been working on the project and driving it to conclusion without the knowledge of this complaint to the Revdex.com until quite recently - and it has not altered our behaviors. We are in the process of assembling it currently to verify the success of the new parts and then it will be disassembled and protective finishes applied before being reassembled again. We anticipate there are approximately another 10 working days remaining to complete the project.
We have been in contact with the customer regarding these status updates as they have become available. We regret the duration of the project and the missed communications and opportunities we have had along the way to be in closer contact.
We believed every step of the way that the repairs would hold and we would be ready to begin the final finishing steps, but after the glues were allowed to set, the piece continued to fail us. We did not engage in any behaviors or give excuses to intentionally deceive anyone or add unnecessary delays to this project. This has been an incredibly difficult project and we are committed to seeing it through with satisfactory results.
As we reviewed the complaint, we cannot refute any of the client's complaints. It is painful to consider giving any customer a poor impression of our company. We can only offer a different perspective on our side of the project. Certainly some of the missed opportunities along this particular project have been educational and we will continue to strive for the best customer service experiences we can offer, especially when difficult projects like these take turns for the worse.
We are however, committed to giving our customers very specialized, custom solutions that are often unavailable elsewhere and difficult to achieve. We find it very important to deliver the desired results our customers have come to expect.
Our apologies to all affected here, with hopeful consideration that our business has also endured a great deal of lost time and resources in the endeavor to fulfill our clients requested results.

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Address: 1831 S Kingshighway Blvd, Saint Louis, Missouri, United States, 63110-3211

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