Started great, free measurement, quote, come to your house, easy order, 4-5 weeks delivery, bed is great but after installation, had small grease spot on carpet beside bed, in room that carpet was 5 days old, told Marco, said not his guys. I ordered side cabinet and gave company wrong measurement, 100% my fault! when I emailed to ask if cabinet made locally so I could alter as I measured wrong got email saying nothing could be done on their behalf and he restated it was my mistake! which I had already stated. I sent 1 last email stating I was upset with customer service after product was paid for and I would not recommend his company, Marco sent email saying that now magically he had a solution to my problem but said "he didnt really care anymore". If anyone wants copy of all the emails I will send them. Sclarke44@rogers.com. It is too bad, because up to and including installation I would have recommended them to anyone. Sort sighted business plan.
- Approximate cost of services:
- $2,400.00
- Company Response
Stephen is not being honest. He try to put the blame on us for his carpet (easy target) but we dont use any kind of grease and the installers always protect the floor before they start installing.
After we had measured the wall and give them a quote, He place his order over the phone and said he will have it install on a different wall. He provided the new measurement, and ordered an extra cabinet at 30" wide. I have suggest him to do it at 29"wide just to be safe. It end up that his measurements was wrong.
He was there during the installation, was happy with it and paid the remaining balance.
A week after, he ask if the cabinet was made local. I answer him that our factory was located in QC. Then he replied starting by "this is my last email, I will not reply again", then he said that he will tell his friends to not buy from us ( after he had showed the bed to them proudly). He also said that because we had been paid, that we didnt care anymore.The things is, after my first answer, he didnt ask if we had a solution, or if we can help him with is cabinet being to wide. ( And yes,we can always cut the cabinet shorter in our Toronto facility) But instead he went on an agressive mode, so I replied to him saying that after his last email, I finally didnt care anymore. Like he was pretending.
To make it short, he made a mistake on his measurements, and he came back saying he found a little stain on his carpet, and ask where the cabinet were made... This question had a second meanning, and he wanted to put the blame on us for the carpet, and know if we can cut it for him. But instead of asking just that, he ask someting else, and use the carpet stain to get away with his mistake. When he realised his plan didnt work, he went on a panic mode, and he end up on this site.What to learn from this? Always have the contractor you dealing with to take the measurements for you. This is why we at BOFF always offer free in home measurements and design consultations.
I will also be happy to send anyones all the emails about Stephen story.
Marco