Complaints

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• Initial Complaint

  Date:23/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mar. 20 2023 we paid Sofa Works $2016 to recover 6 kitchen chairs. At that time they helped us to select the material for the chairs. We picked up the chairs May 06, 2023. The chairs we gave them had a totally hidden unless zipper down the back. so hidden that we did not know it was there. The chairs we picked up had totally exposed zippers between two crooked rows of rolled material. The zipper ends stick straight out from the end. It looks terrible! If they could not do the job because of the thickness of of the material they should have let us know. The zipper has no purpose. We would have preferred a straight seam down the back. They say they were just following the pattern of the chairs we gave them. They did not follow the pattern of the chairs we gave them. Those chairs had hidden zippers. We decided to get the chairs upholstered because they gave us a good price. Now, however, they want $100.00 more per chair to fix the mess they made. If we knew we would have to pay $400.00 per chair we would have opted to buy new ready made chairs. Why did they take on the job If they could not do it? Why did they suggest that material if the job could not be done with that material? Why did they not ask us if we wanted an exposed zipper?. No chairs in the store had that. The chairs we gave them did not have exposed zippers. It would have been so much simpler to just put a seam down the back. I am writing this letter in part to warn others to get a written assurance that they can do the job with the selected material and that they will tell you if they cannot.

  Business Response

  Date: 28/07/2023

  Attention ***************,
  
  Sofa Works reupholstered you chairs with the exact same details in the fabric you chose. Sofa Works has completed the repair to the one chair we have in the factory and it is ready for pick up.  We will be more than happy to change the details of all your chairs but there will be a cost of $100 per chair, this amount only covers the fabric and labour costs. This is and has been our final offer and no amount of emails, bully*** or threats will change this decision.  We will no longer reply to your emails but we will keep them on record for the protection and safety of our employees.
  
  Respectfully,
  
  *********************/ *****************
  On 7/15/2023 1:41 AM, *************************** wrote
  Dear ****
  We took *** our kitchen chairs to be reupholstered for two reasons:
  1, We liked the comfort of the chairs.
  2 We liked to design of the chairs,
  
  The chairs we got back are comfortable, but the design of the chairs was radically altered without our permission.  If they could not duplicate the design they should have spoken to us and asked our permission before they altered the design.  The chairs we got back are hideous and very badly sewn.  I think you should have stood by your workmanship and offered to fix the chairs at no cost to us.  
  If we had given permission to put an exposed, badly sewn, zipper down the back we would take responsibility for the mistake. 
  However the design of the chair was radically changed with no input from us.  
  
  I think if someone takeS a chair in to be reupholstered they should expect to get a chair back that matches what they turned in.  To match what we had turned in would have been so easy.  All that would have needed to be done was put a seam down the back.  Also if you could not do the job you should have warned us and not gone through with the job in the messy sloppy way you did. 
  
  I THINK THAT YOU SHOULD FIX OUR *****S AT NO COST TO US.  YOU NEVER GOT PERMISSION FROM US TO SO RADICALLY CHANGE THE DESIGN OF THE *****S!!  FURTHERMORE THE WORK ON THE EXPOSED ZIPPERS WAS VERY BADLY DONE.
  I DO NOT THINK THAT MANY PEOPLE WOULD BE PLEASED IF THE DESIGN OF THE ***** THEY BROUGHT IN TO BE REUPHOLSTERED WAS CHANGED IN SUCH A HIDEOUS WAY.
  
  *************************
  -- 
  *****************,
  Sofa Works
  
  ** ****** ******
  ********** *** ******
  *** ***
  
  ************  ********
  ************  *********
  **************************************

  Customer Answer

  Date: 31/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I think the design of the chairs should not have been changed without our permission and he workmanship of the exposed zippers is very bad.  However they have made it very clear to me that they will not repair the chairs without charging me an extra $600.00.
  
  Sincerely,
  
  *************************