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:10/24/2024

  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.

  I purchased a piece of glass. I received the glass. It is cut incorrectly. There is a gap on the front corner that clearly shows. I emailed the company. This is one of the responses I received: "Seamed edges are not guaranteed to be straight. This is true from any glass company in the world. If you were looking for straight defect free edges why did you value engineer the part and not apply the edgework to all edges" The other 2 edges, not counting the one with the polished edge, are straight. I think it safe to assume ALL 3 of the other edges would be straight. I was told to *************. I sent picture after picture. The glass is useless as is, with, as can be clearly seen, the incorrect cutting on the front side corner, making the glass crooked. We emailed numerous times, I think 7 in all. After getting nothing but him stating it is my fault for not sending the picture, and my fault for not having all edges ground, (as stated previously- the other 2 non-polished edges are straight), I have decided my best course of action is the BBB.

  Business Response

  Date: 10/24/2024

  We understand the frustration when expectations are not met with any purchase however the complainants issue resides with the physics of cutting glass and the optional edgework which they chose not to purchase.  The issue is not unique to our business or the product and service we provided.  We recommend all pieces of glass used in applications where the edges of the glass are exposed once installed to be ordered with a finished edge such as a grind or polish.  We highly discourage value engineering the finished product with a Seamed Edge as they are intended for edges that are concealed, or not visible, once the glass is installed.  Edge defects such as clams, chips,or flares can be present on Seamed Edges since glass does not always break perfectly perpendicular to the surface of the glass.  We adhere to the **** quality standards for flat glass which define acceptable clams, chips, or flares.  While it is our goal for every piece of glass to be perfect, due to the fragile nature of glass, pieces can fall outside of the stated tolerances.  In this specific open case, we simply need evidence of the glass being out of tolerance, either sufficient pictures or the product being returned.  At this point the complainant has not provided either.  We stand behind every piece of glass sold and will repair or replace any item that is received out of tolerance.  If the sufficient evidence is provided we can replace the glass.  Alternatively, even though we produce everything custom to order and do not accept returns, if the product is sent back to us we would be happy to provide a full refund. 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22467715
  
  I am rejecting this response because: I will be returning a piece of glass that was incorrectly cut, at my expense. If they send me a label to return the glass, I will gladly return it for a refund of my $86.00. I have sent picture after picture. I have sent a picture showing what they ask. Repeatedly. Saying they cannot guarantee a piece of glass can be cut nd that is straight is industry standards, is incorrect. My sister has all glass shelves in her cupboards, none but the front is smoothed, and ALL other edges are straight. On this piece of glass, AGAIN, the 2 other sides that are NOT edged, are STRAIGHT. All one needs to do is look at the pictures to see the glass is cut wrong.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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.

  On Dec 21, 2023 I ordered glass with size Width: 12 3/4" Height: 76 1/2". They instead sent me glass with a height of 67 1/2". I contacted them on Jan 2, 2024 after receiving the package to let them know about the mistake. Before contacting them, I confirmed on their website that the correct size was ordered. I also found the confirmation email they sent me when I placed the order showing that the correct size was ordered. Over the past couple of hours, I have received an series of angry and incredibly unprofessional emails from them, first telling me I have to pay them again for the item I ordered, but that they would provide a discount. Then they told me I would have to pay them more than the original price (plus what I already paid!). Now, after contacting them about the error, they have changed the order information on their website to make it look like it was my mistake. Attached is the original confirmation email they sent me on Dec 21, 2023 that shows I did order the correct size. I asked them multiple times to please ship the item I ordered and paid for. After this insane level of unprofessionalism and dishonesty, I have no interest in working with them ever again. I want a full refund.

  Business Response

  Date: 01/15/2024

   Our office manager, *****************************, was able to link up with this customer via email to resolve this problem (I have attached).  A replacement piece was remade to the customer's required dimensions and shipped at no additional charge.  The customer confirmed the correct piece's arrival and agreed to remove this complaint ********.