Complaints

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.

• Initial Complaint

  Date:04/12/2023

  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.

  DATE OF PURCHASE 10/2022
  PURCHASED A CERAMIC PIECE OF GLASS FOR $1018.00 FROM CJ'S HOME DECOR
  IN ******, PA
  INSTALLED GLASS IN EXACT SAME BRACING AS THE OLD GLASS WAS REMOVED FROM. FIREPLACE PER INSTRUCTIONS {VERY CAREFULLY} THE OLD GLASS LASTED 30 YEARS, THIS GLASS SHOULD HAVE LASTED LONGER THAN 4 HOURS. THEIR GLASS FAILED FOR WHATEVER REASON AND THEY REFUSE TO CORRECT IT. THEY WANT US TO PURCHASE ANOTHER $1018.00 PIECE OF GLASS.
  WHAT COMPANY DOES NOT CORRECT THEIR FAILED PRODUCT?
  THE GLASS STARTED TO STAR ALL OVER AND THEN STARTED CRACKING AFTER ONLY 4 HOURS OF USE.
  THEY REFUSED TO GIVE US A REFUND EVEN THOUGH THE GLASS OBVIOUSLY FAILED.
  HORRIBLE COMPANY WITH HORRIBLY RUDE PEOPLE WORKING THERE.

  Business Response

  Date: 04/17/2023

         I have attached some photos of the glass installation as well as the list from out website "Some important things to remember". There are several code violations in this installation. This was not done by a licensed contractor. ***** claimed that the glass would be put into a steel frame but there is clearly no steel frame work or it would have concealed the gasket and silicone. Between the silicone and the overtightening of the screws, the glass had to give somewhere once it was heated and need to expand.

   

  April 14, 2023 
  ********* *** ******** 
  
  Thank you very much for contacting us regarding the complaint filed against our business by ***** *******  
  
  ***** ****** purchased a custom cut of pyroceram ceramic glass that was manufactured uniquely and specifically to her desires and needs. We pride ourselves in providing the best customer service possible for custom glass and devoted a significant amount of time communicating with ***** ****** *egarding her order and making numerous changes before she was content and placed the order on October 18, 2022. These communications included emails providing warranty information and confirming how ***** ****** intended to use the glass. 
  
  ***** ****** received her custom glass order with no cracks or blemishes. Custom glass orders have a warranty that covers shipping, however once the glass is received any damage sustained during installation and after installation is not covered by warranty. Not only did ***** ****** acknowledge this warranty when placing the order, but we reiterated this to her via email.  
  
  ***** ****** did not experience any issues with her glass until after it had been installed. In our discussions prior to the order being placed, ***** ****** informed us that the glass would be installed in a metal frame designed for the glass and the fireplace, however it is clear from the pictures ***** ****** provided to our business, the glass is not in an approved frame and all damage incurred are a result of the installation. Most of the cracks appear to have formed around the glass clips and can occur due to over tightening. Additionally, the list of important things to remember – it says to never use silicone sealant and gives the reason why. We always suggest that our products be installed by a licensed professional to prevent issues like what ***** ****** has experienced. 
  
  Further, we would like to state that ***** ****** filed a chargeback dispute with Paypal on December 27, 2022, after contacting our office the week of a major holiday and not immediately being refunded or offered a replacement under a non-existing warranty. We would have happily discussed replacement at a reduced cost, however being left without the ability to even attempt resolution before refusing to pay for a custom made product left our business with no recourse to assist ***** ****** any further.  
   
  We empathize with ***** ******’s frustration around the glass breaking, however it was not due to any error or defect of our business. The poor installation of the expensive glass was the cause of her disappointment. 
  
  If you have any further questions or concerns, please feel free to contact me. 
  
  Sincerely, 
  Judy D********* 
  
  CJ’s Home Décor and Fireplaces 
   

   

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******