Complaints

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid deposits on 2 custom orders, table w bench 10/31/22 w "Lead Time: 8 Weeks Try for Christmas", and hutch top 11/13/22 w "Lead Time: 01/13/23". 1/27/22 I received a VM from Ellen A**** (still have) stating orders were running a behind schedule. She stated another hold up was the hutch top required wood that "in the middle of winter I can't cut" but they were "just getting our hands on some of that wood". At the time of contracts & deposits they knew not all material was available for the items to be made but did not say. Ellen said hutch would be made in "the next couple weeks". She asked for a call to know if the table "was a priority" & if we were ready for the items. I texted the next day theres no rush, we want he hutch top first. She responded, "Perfect. Thank you". 2/26/23 I went to Chic&Antique spoke to Ellen if they would help sell my old table. She asked to email pictures of the table & what I paid and she would speak w Geoff A**** & get back. Never received a response. 2 months later, April, I stop in again. Ellen's mom was there, she called Ellen & Geoff, we all spoke on speaker about helping selling old table & about transferring the deposit of the new table to the remaining balance of the hutch. Ellen stated neither item had been started. Geoff said he would need to look at what money I paid and call me back w/in 2 days. Never received response. 6/20/23, 2 months later, I texted Ellen asking for a response to April 2023 convo. I forwarded this via email to Ellen&Geoff 6/21/23 in hopes of a response. Never received response. After no response in over 4 months I called Ellen 6/26/23. She answered & stated she was not aware Geoff had not responded, she would speak to him and have him call. Never received a response. 7/4/23 Chic&Antique posted on ** the "owners" will be available 6/5-6/9 in store. I sent text & email to Ellen/Geoff to ask if they would have time for me those days. Geoff emailed very quickly in a very unprofessional and bizarre way.

  Business response

  08/02/2023

  The entire discrepancy here that Mrs. ***** is evading is that she signed two separate contracts, for two totally different pieces of furniture. Half down deposits were made for each piece of furniture.  Directly in the verbiage of the contract it states that “the funds are used to purchase specific materials for each specified job”.  Upon initial ordering of the table there was never a contingency or agreement made that she had to sell her old table before she could follow though with the purchase of her new table.  On 11/04/22 11am she changed the size of her table to 84” inches long instead of 78” long.  When she ordered the hutch the comments (in that contract) even state that the table & hutch would be delivered together.  Later on, she emailed Ellen and said the table was not a priority because they were having trouble selling their old table.  She also said there was no hurry at all with the Hutch (on January 28th at 10:12am).  Almost no contact was made until April when she came into the store and had spoken to Ellen and her mother on separate occasions. She stated that she was having difficulty selling her old table and asked her if we could potentially sell it in our store. The reason we did not respond immediately was because her request was very unique and specific. We took some time to consider it, but it unfortunately is not a service we provide. Being a repeat customer, we definitely were putting some consideration into it, but in 2023 we had begun to experience a very large decrease in overall sales volume.  We literally downsized the square footage of our store (with our landlord) to decrease our rent so our show room space is very limited.  People approach us often about doing consignment (on their furniture) but that simply is not a service that we offer.  She admitted that she had found a potential buyer for the old table but could only get about $500 for it.  I honestly didn’t think that was very bad being almost 25% of what she paid for it. Once it becomes used furniture, I doubt we would’ve been able to sell it for much more either. June 20th she texted us asking if she could transfer the deposit paid for the new table, towards the balance owed for the hutch.  Essentially what she is asking is to cancel or void the table & bench contract.  THAT is our entire discrepancy with this situation.  We have no problems starting the entire order today as we have all the supplies needed and purchased with the deposits that she gave to us for said projects. I honestly am not quite sure at this point why she thinks it is OK to not honor one of the two contracts. We will attach the text messages to back up our conversation as well as the wood we have been holding for her projects.
  
  Thank you for your time in this matter and assistance with this issue,
  
  Geoff A****

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I filed a complaint with the ******** ******* and my credit card company for the refund of the monies I have paid. They had months to make the pieces. I am exhausted by the games Geoff has played, the lies told, the unprofessionalism, the lack of acceptance that they violated their own contracts and based on all that I can not trust that the pieces will be made and installed properly due to this unreal experience. I want nothing to do with that business and have made it clear I will not have any in person contact with them after the very bizarre and angry email I received from them on 7/4/2023. 
  
  Sincerely,
  
  **** *****

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