Business ProfileforBrown's Upholstery

They took my kayak seat and said they could repair it , after two people looked it over when I dropped it off. 1 month goes by and I had not heard so I reached out , they said they would work on it next week. I went to the store , during hours , and no one answered . I tried to call twice , the voicemail says they will get back in 7 days . They never get back to you so even the 7 days is not true . Another month goes by and I call and they said they havent looked at it . Finally 3rd month I reach out after they said it would be done on Monday , I wasnt able to pick it up on Monday- Thursday due to their hours and work. Thursday I received a text that said they are not able to repair it. So told me it would be done the next day and then 3 days after that they say they couldnt do it !! The chair doesnt even look like they touched it. Very frustrating. Then took them 5 minutes to find it when I went to go pick it up. I support small companies but now I wont support them since they drag their feet and lie about fixing your items

This was an unusual item; it was a cheaply made metal frame seat with fabric sewn around the metal bars.  When I looked at it initially it looked like we could simply unscrew the screws and remake a new sling to put on the frame.  This customer stated that if we could try that would be great, but no pressure and NO HURRY since she would not be using it again until next summer.  She just didn't want to throw it away and thought she would give it a try.  Our doors remain unlocked during our business hours, and I never received any missed calls from her and our voicemail does NOT say we will call back in 7 days, I am not sure where she called but it could not have been us.  I did get a text message from her on October 11th at 215pm, stating that she was trying to pick the seat up, she then called shortly after that and I spoke to her and told her that I was going to be working on it and I could have it done the next day as long as I could get it apart and I would let her know.  She said she would not be able to pick it up for a week and so at that time I looked it over closer and took the screws loose but did not want to take it apart if I was not going to be able to do the job.  So it was at that point that I realized that there were small parts that were welded, and I tried to come up with a solution that would allow me to work around the welded spots, I even used remnant fabric to try to make a sample cover and I could not do it with the welding there, so basically this type of seat is trash once that cover rips, there is NO way to make a new cover.  I texted the customer to let her know that I tried to do this seat and there was no way to do it, I apologized for the delay in getting this answer, but I figured it would not be a problem for her since she had said she didn't need to use it until next summer and even more so knowing that the seat was going to be unusable anyway and it would be trashed.  As far as taking 5 minutes, that is a gross exaggeration of the truth, it did take maybe 3 minutes to locate it since it was sitting up front but after a week of not picking it up it was moved by an employee that was not in that day that she came to get it.  I was the person looking for the seat myself.  And to be honest I was distracted looking for it when she was standing in the doorway with our door wide open and we had our air conditioner on, when I looked in our entryway I noticed she had a 1-2 year old toddler that was down the 2 stairs and out the gated door standing on the blacktop which is only 10 feet away from a very busy street ********** and she was more interested in glaring at me and watching me look for her throwaway seat than watching her child which was very distracting, so believe me I was trying to find it fast as I was concerned.  She complains that the chair doesn't even look like it was touched, but if I had dismantled it and gave it back to her like that, she would have complained about that too.  With that said, I feel like she is just angry that she will have to throw it away and get a new seat and she was looking for the cheaper way out of having to do that.  There is no way to make this kind of customer happy.