Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates of transaction: June - July 2023. *************************, manager of Cabot House, ***********, *************) recommended ***************************** business (New England Furniture Svc Co, ***********) based on past customers' positive comments. **************** committed to redo the slings (fabric) on 2 *********************** Wave chairs. On April 22, we left the chairs at Cabot House for **************** to pick up. He worked on the chairs and returned them to Cabot House after he received and cashed our check for his work ($1,100) on July 10. We collected the chairs on July 17, brought them home unwrapped the packaging and realized **************** made a mess of both chairs.Nature of dispute: ****** ruined (melted holes), improperly fitted fabric on both chairs, and dinged up the frames as he attempted to complete his work. We would like a full refund of our payment ($1,100). He should also pay for the fabric he ruined ($512 ordered in September 2022 from Cabot House).**************** has made halfhearted attempts to resolve the problem: stating the fabric was not measured correctly (not true according to *********************** and Cabot House) and he could not fit the fabric to the frames. Then saying we should reorder the material and he would redo the job. On July 25, he admitted to ************************* that he had a very difficult time with this project. She said he should have let her know and stopped his work. During this call he reluctantly told ****************** he would refund ALL of our money. However, he sent a check for only 1/2 the amount ($550) and wrote: "After further consideration, I am not willing to refund the entire amount as I spent 2 weeks + of labor on those chairs." His resulting work was totally unsatisfactory.There is no order or tracking # for this work, but ****************** will corroborate our details. We would like a full refund of our money, not a partial refund.We asked ****************: " If these chairs were in your shop as an example of your work, would you be proud to display them as they are?

  Business response

  08/14/2023

  This a response to the complaint by ***** and ************************* complaint # ********
  
  As it is stated in the complaint, I was provided fabric that was not measured correctly and was unable to fit the fabric to the frames. I have given the customer a full refund of my labor of $1100.00. I sent her $550 check which she cashed on 8/7/23 and I mailed her a check for $550 on 8/14/23. I told the manager at Cabot House (*************************) I was going to do this and she agreed to this resolution.
  
  *************************
  New England Furniture Service

  Customer response

  08/20/2023

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Im emailing in response to ************************* of New England Furniture *********** ************ for which we have established complaint # ******** with the BBB. I have read ****************** response and wish to confirm that while both checks of $550 (for a total of $1,100) for his labor have cleared as agreed, I had also requested of him reimbursement for the ruined materials at a cost of $512, which we have not received. **************** reported that the fabric provided to him by the Cabot House and *********************** was not appropriately measured for the job, as he was unable to fit the fabric to the frames. However, instead of reaching out to us or to Cabot House to address this issue before beginning work or as soon as he realized that he wouldnt be able to appropriately complete the job, **************** went ahead with the project, ruining both the materials and causing damage to the furniture. Conversely, ***** House reported to us that the material that was sent to **************** was measured in the appropriate size for this project. **************** was just unable to make proper use of the fabric provided and blamed fault in the materials rather than accepting responsibility for a failure in his craftsmanship. In addition to delaying the proper repair of these chairs, we now have to replace both the material, at a significant cost, and find another company to repair the damage done to the frames by ****************. I ask that in addition to the steps he has already taken to make right this encounter (I do appreciate him returning the cost of labor), that he also return the cost of the fabric so that we can complete the proper repair of our chairs elsewhere.
  
  Thank you for your time and assistance in finding resolution to this matter.
  
   
  
  Sincerely,
  
   
  
  ***** and *********************

  Business response

  09/04/2023

  This is a response to the complaint by ***** and ************************* complaint # ********.
  
  As I stated in my last response, I was provided fabric that was not measured correctly and was unable to fit the fabric to the frames. I have given the customer a full refund of my labor of $1100.00. I spent 2 weeks+ in labor doing this job. I am a subcontractor for Cabot House furniture and I am not responsible for customers own material. At this point, I feel the customer is just being vindictive.   
  
  *************************
  

  
  

  Customer response

  09/05/2023

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************************* who produces the chairs, Brown and ******* provides a kit to repair the material on their chairs. Cabot House in ************** provided Brown and ****** with the appropriate chair item number.  ***** and ****** then sent (to Cabot House) the appropriate repair kit for the chairs.  **************** has  admitted to ************************* (Cabot House manager) that he had a very difficult time with this project. If this is true, **************** should have stopped his work and let ***** House know he would be unable to complete the job. Instead, he continued to try to make the fabric fit the chair frames - and in doing so, ruined the fabric and dinged up the frames as he attempted to complete his work. **************** should have recognized he could not complete the job satisfactorily and should have STOPPED his work and let ***** House know of his dilemma. As a result of his incompetence, he ruined $512 worth of fabric - fabric we now need to reorder/replace and send to a repair business who can proficiently repair the chairs

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***** And ******

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩