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Business Profile

Upholsterer

CLS Custom Upholsterers, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:03/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On April 7, 2023 I met with **** from CLS Custom ************************* I wanted my Drexel Heritage sofa,chair and ottoman reupholstered because I loved my furniture. I spent more than two hours explaining what I wanted. I explained my inner coil spring foam down cushions and feathered back pillows were very important part of the job and was assured that everything would be taken care of perfectly. I picked my fabric and the contract was written up for ********* and I gave a 4000,00 deposit with a promise date of 6-8 weeks ,May 30,2023 . My furniture was suppose to completely redone,including the wood trim to be restained, redowel and glued.The company has been family owned and in business since 1945 so I though my job was in good hands. However, it wasn't because I called every month to find out where my furniture was until November when I lost my mind because my son was coming home for the holidays from deployment from the Navy and I had no furniture for 8 months to sit on. I called and left another Message and when my call was returned they said it was a mix up and then I got a call from someone named ******* who said he was the owner and would be helping me going forward. I requsted to speak with **** without success. Things became very uncomfortable because they had my furiture for so long and I had no idea what it looked like and didn't want to pay without seeing it and my son missed coming home for Thanksgiving. Nevertheless, when I finally saw my furniture,I broke down and cried because they ruined my plush and cozy sofa and turned into a hard,rigid sofa and my chair and ottoman was just as bad! They cut corners and never replaced my down inner coil spring cushions I requsted and said I got dacron! I never asked for dacron because I didn't know what that was. I got into a heat debate with ******* and he threw me out of the wharehouse and didn't attempt to make contact with me until I contacted channel 12 news for help. things are still not fixed .

    Customer Answer

    Date: 03/13/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *************************



     

CLS Custom Upholsterers, Inc. is BBB Accredited.

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