Complaints

• Initial Complaint

  12/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 17 First email and phone call to Moules Glass to get an estimate May 24 Quote for cost and lead times was emailed and then I called them to ask more questions about my order May 28 I hand delivered drawings of the glass I wanted ordered that my contractor gave me to give to the glass company and paid for the deposit in person June 10 I called to check the status of my order, no answer June 19 They calls me back and apologizes for not ordering my glass and says they will put a rush order on it because of their error June 26 They call to say the glass was received, but there is a defect in one on the glass panels July 1 I called twice to have them reorder the defective glass and deliver the entire order at once. I also stated now that this delay has pushed my contractor off the job for more than a month I will need a quote for install and delivery.July 2: I sent an email with pictures of the building and the request to quote install and delivery costs for when the reordered panel would be available. July 5: Moules sent an email back stating they havent been able to quote the installation of the glass yet they are waiting for their installers to get back.July 8: Moules sent an email stating delivery and install would not cost more than $1,155.00 and if the installation went quicker then I would receive a refund July 29: Moules called to set up a installation/delivery date and time August 9: I called to set up a delivery time and date where my contractor would be onsite to assist and guide the installers.August 26: Installers show up and they immediately said I think something is wrong here. The installer stated that the glass is mitered on the wrong side. I call Moules Glass to try to understand how did we get to this place where the glass is wrong with descriptions, drawings, and photographs. I said I saw no invoice or measurements where I signed to approve your assumptions on my email that are in contrast to my drawings that were provided.

  

  Business response

  12/16/2024

  Complaint ID ********

  ****** ***** ordered his glass through email with my office manager. He never sent, or came in with any pictures. He clearly stated which side the miter was on and that is what we ordered. See attached email thread, this is what I sent to the credit card company when he disputed the charges   The order did get delayed through our supplier and it took 3 weeks to get the original order in. See documentation of that in attachments. When the glass came in we noticed a chip on one of them and had to get it remade through our supplier - see attached. The Remake of the chipped glass came in 6.25.24, we called to set up delivery and ****** was not ready so it sat in our shop for several weeks. He decided he wanted us to install, we went out 8/26, sight unseen. The glass he ordered was incorrect and needed the miter on the 71 3/4" side, not the 36 1/4" Side. When he realized this mistake was made on his end, he tried to say it was our fault and we mis-interpreted the email. He called our office yelling at my employee so I got on the phone with him and said it was unacceptable to be screaming profanities to her. We discussed the order and how to rectify it. I told him we could reorder it at our cost for him, but he refused and kept yelling and screaming. My installers were at the job site and installed the other 2 pieces of glass when the mistake was found on the mitered glass. 
  WE did not order his glass incorrectly. We did exactly what he asked and he does not want to take responsibility for what he ordered. If we had gone out to measure with the intent to install, we would be responsible for the measurements. 
  The fact that the supplier took way to long getting the glass to us was our fault, not his.  I wanted to get it reordered, at my cost for him because I know mistakes happen but he was far to upset to deal with any of it. 

  
  

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