Great experience UNTIL it wasn't!!
My experience with Rewrap and the owner Robert has been an interesting experience, to say the least.
I contacted the company 4 weeks ago in hopes of getting one of the cushions on my sectional sofa recovered. When I spoke to Robert he quoted me an approximate price of $60/yard of fabric + $20 for shipping and a $225 labour cost. This was to recover the entire cushion. So, I went into the store to finalize the colour selection and material. So far, so good.
While there was a delay in the material coming in, I did not mind waiting and did follow-up with Robert via email regarding status. Ultimately, the cushion took about 4 weeks.
When the cushion was ready for pick-up, Robert told me that while we only needed 2 yards of fabric for the cushion, he had to order 5 yards for the company to be willing to ship it. This was never discussed with me nor approved by me. At this point, he suggested that I could buy the additional 3 yards of fabric for future use. When I said that I would rather not buy the additional fabric, he told me that purchasing the fabric was "cheap insurance" but he would honor the original quote if preferred. I did feel pressure to purchase the additional fabric but said I would still like to forgo his offer. He said okay and admitted that he should have spoken to me before ordering. Even so, I could tell that he was upset that I was not wanting to pay for the extra yards.
When I made arrangements to pick-up the cushion, he told me to come by the store at 2 pm. When I arrived, he was not at the store. When I called him, he said to pick-up the cushion and we would settle the account later. I did ask if he would send me an invoice outlining the details of the material and order, prior to payment.
When I received the invoice, both the fabric cost and shipping was double the originally agreed upon amount. Fabric was now $120/yard and shipping was $50. In addition, I was charged the full labour cost, even though only the top of the cusion was re-covered. So, my total bill to recover the top of one cushion was $581.00. I didn't want to argue with him over the bill and so said okay.
I said that I would be paying by Visa but would like to know the name of the fabric used, colour and manufacturer so that I could keep the information on file, should future cushions need to be recovered. At this point, he emailed me back and said "you are not entitled to the information, nor doI have to give the correct information". He said that he was insulted that I had asked. In short, he assumed that I had asked because I would, in future, be sourcing my own fabric. In reality, I wanted to avoid any issues in matching the material should I need future cushions recovered. Quite often, businesses change hands and/or paperwork is lost. I didn't want to run the risk of not knowing what fabric was used.
In addition, he accused me of intentionally withholding payment when it was Robert who was not at the store when we had made arrangements for the pick-up and payment of the account.
So, I gave Rewrap/Robert a rating of 4. Overall, I am happy with the cushion as I feel the colour match to my original fabric is quite good. Also, my experience with Robert for the first weeks was good. Unfortunately, when pick-up and payment were involved, Robert's comments to me (via email) were both rude and unprofessional.
After my experience, I did go back and look at some of the reviews that were lower and see that other customers did have a similar experience.
- Approximate cost of services:
- $600.00
- Company Response
I don't respond to these in fact I don't even read them because half are not real customers but this one is.
All I can say is she had a bad experience and still gave me a 4 so I must be doing something right.
$60.00 per yard and $20.00 for shipping was the fabric cost in my initial quote via email for an average cost comparable fabric but as I always say whatever one it matches to is what will be because matching old fabric is not an easy task.
When I checked stock on the fabric which I did right in front of them I conveyed that this fabric was from a commercial supplier and $120.00 per yard and they agreed that it was worth it, the only possible match because they were very fussy and only 2 yards so not a problem.
Obviously they seem to have forgot this part of the experience since I am doing this now.
The issue came up after they left when I placed the order they informed me that there was a min. order and that the shipping cost was higher.
Rather than have them back in or send them somewhere else to find the fabric I took it upon myself to make it happen and take the hit on the fabric for them so I did take the 5 yards. I figured they would be happy to get ALL I repeat ALL the fabric at cost and end up with some extra (huge sectional and this is the only fabric that matches all I am saying) even at my expense over what it would have been if I had just charged for the 2 yards.
There was no deception I was out of the office when they called to say they were coming and I thought I would be back in time to do the invoice but if you have driven in Toronto lately plans don't always work out. I was contacted when they got to the office ahead of me and I instructed the staff to give them the cushion and I would catch up to them later. Later I did do the invoice and send it and the reply I got was basically that they were not going to pay until I gave them the supplier. At this point I admit I am getting tired of them and there was a lot of back and forth as they are not the most trusting of people which I should have picked up on quicker. The supplier was on the invoice as a 2 letter code to save space and not a secret and along with that is the fabric name and colour which would work if they wanted to google it. Naturally in the end I gave them supplier name but not because of the ransom request. The best part is they wanted to know what I was going to do with the extra fabric ... Robert Owner