ComplaintsforMelanie's Upholstery

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $419.50 for cushions from Melanie’s on December 16, 2021. I was told that someone would contact me about bringing the furniture the cushions are for within two weeks. It is now nearly two months later, no one has contacted me, and I cannot get ahold of the store. When I call no one answers, and the voicemail box is full and I cannot leave a message asking for a return call.

  Business response

  02/14/2022

  To Whom It May Concern,
  
  With regard to the complaint BBB # ********, dated February 9, 2022, in which the customer expressed frustration that I did not contact him regarding his cushions, I am dismayed to say that I knew nothing of his concerns until he came into the store on February 9. I do not know why he was unable to reach me, as I answer nearly all calls as they come in. My mailbox could not have been full for the entire two months, as I have received several messages and calls since December 16. It is possible my mailbox was full in the last couple of days before February 9, but certainly not for months at a time.
  
  I repeat: no other customer has had trouble reaching me. I am sorry that his frustration got to this point, though.
  
  As for the promise that I would call in the next two weeks, I simply do not recall saying that. It is not usual for me to offer that, but it was also in the last few days before Christmas, an extraordinarily busy time for me. Perhaps I misunderstood him, or he misunderstood me. I sincerely apologize for any misunderstanding, or if I told him that and forgot to follow through.
  
  The $419.50 he paid covered the purchase and shipping of the fabric, and for the foam that would have been used to fabricate the cushions. He took those supplies with him when he left the shop on February 9. The remainder that would have been due to me to finish the job was $7 for straps, $110 for labor, and $40.24 for taxes (on both the materials taken and the labor), for a total of $157.40.
  
  From my perspective, the customer has received the items he paid for, and received them tax-free. I consider this matter closed.
  
  I appreciate the work of the Better Business Bureau, and the opportunity to present my side of the issue.
  
  Respectfully,
  Melanie *******
  Owner, Melanie's Upholstery

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