The customer brought a drawer front in on or around 2-2-and inquired if we could make a matching front as one of hers was damaged and missingShe was informed by Steve my shop manager that we could try but as the detail on cabinet drawers and fronts and the tooling to make a exact match is specific to each different manufacturing company that we would have to check with some of our customers and see if we could find someone who had toolingAfter several weeks and inquires and exhausting all of our connections with cabinet manufactures we were unable to locate the correct toolingOn Monday the customer called and discussed the progress with one of my employees and was upset with him over our inability to make a replacementAt that time I was informed of the situation and was making one last effort to find a solution when Steve was contacted by the real estate agent involved in the saleAfter discussing the situation she said she would look for a replacement vanity or all new matching fronts and doors so I did not follow up any furtherThe real estate agent stopped in our shop on Wednesday the 28th and picked up the parts we had to match to and informed Steve that she had found a Fort Collins woodworker who was able to help her out with a drawer front and that everything was taking care ofAt no time did we Guarantee we could make an exact replacement but we would trySteve my shop manager spent considerable time trying to find a solution and there was no cost to the customerMy employees at no time laughed at or told the customer she was dumb or were rude to her as claimed I am sorry we were not able to help out and that this ran up against the deadline and I am happy a solution was found
The customer brought a drawer front in on or around 2-2-18 and inquired if we could make a matching front as one of hers was damaged and missing. She was informed by Steve my shop manager that we could try but as the detail on cabinet drawers and fronts and the tooling to make a exact match is...
specific to each different manufacturing company that we would have to check with some of our customers and see if we could find someone who had tooling. After several weeks and inquires and exhausting all of our connections with cabinet manufactures we were unable to locate the correct tooling. On Monday the customer called and discussed the progress with one of my employees and was upset with him over our inability to make a replacement. At that time I was informed of the situation and was making one last effort to find a solution when Steve was contacted by the real estate agent involved in the sale. After discussing the situation she said she would look for a replacement vanity or all new matching fronts and doors so I did not follow up any further. The real estate agent stopped in our shop on Wednesday the 28th and picked up the parts we had to match to and informed Steve that she had found a Fort Collins woodworker who was able to help her out with a drawer front and that everything was taking care of. At no time did we Guarantee we could make an exact replacement but we would try. Steve my shop manager spent considerable time trying to find a solution and there was no cost to the customer. My employees at no time laughed at or told the customer she was dumb or were rude to her as claimed. I am sorry we were not able to help out and that this ran up against the deadline and I am happy a solution was found.
Complaint: [redacted]
I am rejecting this response because:The response is misguided & the responder representing the business is misinformed.Their inability to communicate with us as customers ignited this complaint. It’s okay that they don’t posses wood working skills and the ability to stain wood. They continued to disrespect their customer by not giving any answers regarding the work we requested and failed did not call us one time throughout the entire process to provide an update. Several phone calls resulted in them telling us, “I don’t know, we will have the manager reach out to you.” That was okay too until no one ever reached out and we were caught in a pickle because of this. It costs us $175 to have the drawer fixed in an expedited fashion due to their lack of customer service and inability to inform us they could not complete the job.Regards,
[redacted]
The customer brought a drawer front in on or around 2-2-and inquired if we could make a matching front as one of hers was damaged and missingShe was informed by Steve my shop manager that we could try but as the detail on cabinet drawers and fronts and the tooling to make a exact match is specific to each different manufacturing company that we would have to check with some of our customers and see if we could find someone who had toolingAfter several weeks and inquires and exhausting all of our connections with cabinet manufactures we were unable to locate the correct toolingOn Monday the customer called and discussed the progress with one of my employees and was upset with him over our inability to make a replacementAt that time I was informed of the situation and was making one last effort to find a solution when Steve was contacted by the real estate agent involved in the saleAfter discussing the situation she said she would look for a replacement vanity or all new matching fronts and doors so I did not follow up any furtherThe real estate agent stopped in our shop on Wednesday the 28th and picked up the parts we had to match to and informed Steve that she had found a Fort Collins woodworker who was able to help her out with a drawer front and that everything was taking care ofAt no time did we Guarantee we could make an exact replacement but we would trySteve my shop manager spent considerable time trying to find a solution and there was no cost to the customerMy employees at no time laughed at or told the customer she was dumb or were rude to her as claimed I am sorry we were not able to help out and that this ran up against the deadline and I am happy a solution was found
The customer brought a drawer front in on or around 2-2-18 and inquired if we could make a matching front as one of hers was damaged and missing. She was informed by Steve my shop manager that we could try but as the detail on cabinet drawers and fronts and the tooling to make a exact match is...
specific to each different manufacturing company that we would have to check with some of our customers and see if we could find someone who had tooling. After several weeks and inquires and exhausting all of our connections with cabinet manufactures we were unable to locate the correct tooling. On Monday the customer called and discussed the progress with one of my employees and was upset with him over our inability to make a replacement. At that time I was informed of the situation and was making one last effort to find a solution when Steve was contacted by the real estate agent involved in the sale. After discussing the situation she said she would look for a replacement vanity or all new matching fronts and doors so I did not follow up any further. The real estate agent stopped in our shop on Wednesday the 28th and picked up the parts we had to match to and informed Steve that she had found a Fort Collins woodworker who was able to help her out with a drawer front and that everything was taking care of. At no time did we Guarantee we could make an exact replacement but we would try. Steve my shop manager spent considerable time trying to find a solution and there was no cost to the customer. My employees at no time laughed at or told the customer she was dumb or were rude to her as claimed. I am sorry we were not able to help out and that this ran up against the deadline and I am happy a solution was found.
Complaint: [redacted]
I am rejecting this response because:The response is misguided & the responder representing the business is misinformed.Their inability to communicate with us as customers ignited this complaint. It’s okay that they don’t posses wood working skills and the ability to stain wood. They continued to disrespect their customer by not giving any answers regarding the work we requested and failed did not call us one time throughout the entire process to provide an update. Several phone calls resulted in them telling us, “I don’t know, we will have the manager reach out to you.” That was okay too until no one ever reached out and we were caught in a pickle because of this. It costs us $175 to have the drawer fixed in an expedited fashion due to their lack of customer service and inability to inform us they could not complete the job.Regards,
[redacted]