Reviews

Review Details

• Review fromBella C

  Date: 27/02/2023

  1 star

  Bella C

  Date: 27/02/2023

  Very disappointed with *********************, owner of Black Rabbit Custom Bedrooms - and more. The pictures on **/Marketplace look wonderful but we urge you to look at live samples before ordering and discuss the return/exchange/refund policy.Our king ******* suite is unfinished and very poor craftsmanship. There is no edge banding on the tops of the dresser and nightstands. You can see the colour of the plywood and 2x4's through the grey stain and there is no top coat or veneer finish; we are very concerned about staining from sweaty glass rings or coffee/tea drips. She says it's fine but we are not willing to test it and will have to finish it ourselves. Apparently she charges extra for a top coat but it never came up in conversation prior to receiving the product and we didn't think to ask as it's common place for furniture to have a top coat. None of the drawers have sliding hardware so they can just pull out and fall on the floor. They sit crooked in the frame and also protrude 1/4 to 3/8's of an inch on many of them. One of the nightstand drawers even has a corner missing - looks terrible. We looked for terms and conditions on the website that just reads "coming soon" and on the ** page. None were given at the time the deposit was made either. After we complained, she sent the terms and conditions from another company in *******; if one would have received those first it would have prompted questions before ordering.She offered that we return the product from *************** to ******** and she would charge an undisclosed storage fee while she "tried" to resell it and give us the proceeds. We lacked judgement in purchasing a $3000.00 ******* set from pictures but we aren't dumb enough to return the product without getting refunded at the time of the return.We would be impressed if a high school shop student built this, we aren't impressed spending $3k on a custom made suite.Buyer Beware!

  Black Rabbit Custom Bedrooms- and more

  Date: 18/03/2023

  Hi ****,I appreciate your feedback, and with that, I would like to take this time to again address your concerns as it is important to us at Black Rabbit Custom Bedrooms- and more to deliver the exact products to our customers as we have advertised.I had delivered and set up your king *** frame with eight large storage frame drawers, a six drawer tall dresser with a set of two, three drawer ***side tables. Per your order, and as disclosed on your purchase invoice, a Classic Grey stain was to be used with a whitewash top finish, as this was your choice for the furniture finish. During the set up process, I had spent approximately an hour in your home where yourself and **** had expressed pleasure over the look of the furniture. You went so far as to place your mattress on the *** frame and stage the ***side tables with lamps for pictures. It was after this set up process, with your inspection and approval, that you paid the remaining 50% amount owing for the ***room furniture purchase.It was more than a week later when you contacted me stating, that after speaking to a friend who refinishes furniture, you do not like that you can see the colour of the wood through what was painted and that there should be a second coat of paint and you were concerned the finished product would not be protected from leaving sweaty drink glasses on the tops without leaving rings.It was then discussed with you that paint was not used on the product, and finishing for the furniture was always referred to as stain through our discussions during the ordering process and then indicated on the ordering invoice. After that discussion, your complaint was that veneers had not been used as a finish for the furniture. It was then explained that we do not use veneers and have never advertised veneers as our products are of solid wood. Veneers are used when a furniture item is made of MDF or other manufactured wood products. The veneers are then glued on top to present the look of solid wood. You had also asked prior to ordering what type of wood was used for the manufacturing of our furniture. You were answered, a combination of spruce and pine was used. Spruce for the framing, and pine for the headboard, footboard and drawers.Now your complaint is that band edging had not been used. This is another form of a veneer, which we at Black Rabbit Custom Bedrooms do not use, nor have ever advertised that we use, as the whole furniture piece would have to be veneer finished in order to match the colour and consistency of the furniture to the band edging that would be used.Staining was used as a finish for this furniture order. Stain does not hide the wood, but accentuates the ***** natural colour and rustic look. Stain preserves the grain of the wood. The lighter the stain colour, the more visible the wood grain will be. Classic Grey is a lighter stain colour.The furniture you have received is very well protected. An oil based stain was used as oil does repel water and moisture. Your finished furniture contained more than one finished coat, as a whitewash finish was then added to the top of the stain finish once it had dried. With any material, leaving sweaty glasses and spills will cause damage to a table top if there is not care taken to wipe up any moisture that *** have gotten onto the table top. Even with a veneer finish, it is recommended that mats or coasters be used as water rings will also damage veneer tops by soaking the finish and changing its opacity.As for the drawer slides, it has never been advertised or presented that *********** closing glides are used. We have always used our own custom wooden drawer slides. As it was also previously explained, wooden drawer slides have been used in woodworking for centuries. They contribute to the solidness of the furniture pieces. Wooden slides allow the drawer to withstand more weight than screwed on metal glides. Natural wood is an organic material and depending on the surrounding environments, the humidity or lack of humidity, the wood will slightly contract or expand. Our wooden drawer slides account for the constant contraction and expansion of the wooden drawers. If a drawer was set on a metal glide at one point in time, and then that drawer contracted or expanded, that metal glide would no longer be functional and you would not have a working drawer.With reference to being sent the terms and conditions of another company in *******, these were by no means sent as the terms and conditions of Black Rabbit Custom Bedrooms, rather, as explained to **** when they were sent to her, they were to be used as a tool to help **** better understand what she had purchased when she had made an order for a custom, solid wood ***room set. These were sent show as reference that there are other very reputable woodworking business who also share the same explanations of expertise as to what Black Rabbit Custom Bedrooms was explaining to ****. This company referred to in ******* is a well establish custom furniture provider for over 40 years, whos work Black Rabbit Custom Bedrooms greatly admire. The following quotes from the Ontarios companys terms and conditions are as follows:Natural wood is an organic material and such, every piece produced is unique in character and appearance. Knots, unique grain patterns and other striations in the wood can all be present in solid wood and are not considered to be a defect. Therefore, it should be understood that aging, the contraction and expansion of wood, and differentiation amongst grain and appearances are to be expected.In addition, extensions, doors, drawers and any other cabinetry or parts that attach to the pieces *** not always be 100% flush or aligned. While our team is skilled, solid wood is an organic material and depending on the surrounding environments, it will contract and expand slightly; this is the nature of the material we are working with and cannot be avoided or corrected.As a business providing expensive products based on the advertising of using 100% solid wood with stain finish, I appreciate that a customer placing an order would be accepting to the uniqueness presented by using solid wood and stain finishes.There are no defects with the furniture produced and delivered in which a return with full refund can be accepted. What was produced and delivered was exactly as what was ordered. There is a lot of time and attention given to each specific detail per each custom order. Black Rabbit Custom Bedrooms will stand behind their work, and with that, the offers presented to **** in January, and again in February to return the furniture so another protective coating can be added to the furniture, and to change out the wooden drawer slides for metal gliding slides, or, to allow the resale the ***room set with the sale proceeds to be given to ****, still stand. Black Rabbit Custom Bedrooms does place a lot of value on ensuring each customer will receive exactly what they want to order. We take the time to engage in lengthy conversations in regards to the specifics contained within each order. Repeatidly, the customer is encouraged to reach out at anytime with any questions. Once the details are in place, an invoice is emailed to the customer which is very specific to what has been discussed and to what is to be included in the order. The customer is encouraged to review the invoice prior to providing the deposit for the order to ensure that no detail has been missed or there *** be something else they would like to add as a detail to the order. **** and **** had taken two days to review their invoice prior to paying their deposit in which they did not respond with further questions or anything else to add. This is custom, handmade work, and will have a custom handmade look to it opposed to a factory, commercial look. Stain has always been shown to be used as a finish, accenting the difference within the make up of each board used. This is what gives our furniture the uniqueness and the one of a kind look that we pride ourselves on offering to our customers, along with the sturdiness and solid construction that would be sure to last a life time.

  Bella C

  Date: 25/03/2023

  ******,You arrived at 4:40pm on Christmas Eve in freezing rain from ******** to ***************. Alone, as your partner was stranded at work due to the weather postponing flights all over ******. You were supposed to come the day before (the 23rd) but cancelled because of this. By the time you arrived, we were grateful to have our Christmas present given the delivery delay and harsh road conditions. **** helped you bring in the furniture as you were by yourself and then I stood with you in the bedroom while you assembled it so I know how to take it apart if/when the need arises. **** and I hadn't had a chance to talk about anything while you were in our home. Which was less than a 1/2 hour and I know this because when you left I said aloud to ****, "Wow, 20 mins in and out!"Out of curiosity, how would the situation turn out if we let you set up the bed and then didn't pay you the remaining half of the bill because we weren't satisfied? At that point we're out $1500. Do you disassemble the furniture and load it back up? Would we have returned our deposit?Of course we didn't say anything in the whirlwind of Christmas Eve while I was trimming the tree and **** was cooking and you had driven 2.5 hours in freezing rain with our much anticipated new bedroom suite! What kind of a monster would have said anything at that point? That would have been awkward and again, we hadn't had a chance to discuss anything because you're standing right there.This is our fault and we take responsibility - we should have not purchased from pictures and driven to ******** to see samples before hand and then we wouldn't be in this situation. However, if we purchased from ****** (which was what we were looking at before I came across your Marketplace ad), we would have been purchasing from a picture too. Unfortunately I had a grand notion to 'support the little guy'.As an ethical business person and someone who stands behind their product, one would think that you would list the terms and conditions (from Woodcraft.ca that you sent me after my complaint), on your website which is "opening soon". OR on your ** page so clients could ask questions before entering into a contract with you. And perhaps you should point out the poor quality of the finished product before hand as you did in the Jan 13th email that has 6 of your advertising pictures highlighting the things we are unhappy about.Delivery was Christmas Eve, I emailed you January 1st with our concerns, I left you 2 phone messages that went straight to voicemail (did you block my number after my email or was that purely coincidence?), and then your first email response was January 13th after I left a buyer beware post on your new Marketplace ad.After seeking out other dissatisfied clients from the ** business page, we now believe that you are a ***** and know exactly what you're doing to ******* people out of their hard earned money. Our hope is to share our experience with others so they can make a better informed purchase than we did. To the BBB: if you'd like to see support of our interactions and pictures of the furniture, please send me a link where I can attach items.Many thanks.