Linda D W. on BirdEye
6 months ago
12/16/2021, 10:28 AM
Missed Communications - Poor Restoration - Overcharged - Insulted because we are disappointed.
Where do I begin? We asked Andrew’s Refinishing to come out for an estimate on 10/5. They wrote:
We can do an onsite estimate. It will be $100 the day of the estimate. We can look at everything, take the pictures we need and get an official quote back to you. If you decide to move forward with us we will credit the $100 to the project total.
I can tell you that the broken ornate chair will be in the range of $125-$150
The chair that has the broken back support will be $100-$125
The tear in the fabric chair can not be repaired. We could try and find fabric that matches but is very unlikely we have an exact match and only replace the damage panel.
Pick up and delivery if needed will be $200 round trip.
We can still set up an onsite estimate to better lock in these prices and see anything else that may have damage.
OK. All well. Called, emailed, called, email for 29 days with no response. We finally called our Credit Card company to refund our $100, Finally on 11/3 we get in touch. Andrew’s Refinishing came out, picked up our tea table, one Henredon Arm chair, a piano bench. They returned them 12/15.
They charged us $200 for the chair as they were supposed to fix the scratches and wood damage along with the back support. They did not. We sent them pictures and an email explaining we were not happy with the results. A few days later, we received a phone call from Simon Teller. He started the conversation with “Why are you always so angry?” What? Really? The work is crap and we expected for the cost to be fixed. The back support that was fixed is uneven and the stain is missing. They never repaired the multiple scratches and gauges and missing wood that was requested originally. Simon was upset with us, the customer. We did not like what we paid for and he asks us why we are angry. For $827 I expected a heck of a lot more. See the pictures yourself.
The conversation only went south from there as he continued to insult me as the customer so I hung up. He then started to text me. He just could not understand why we were disappointed. Instead of saying “OK, we will try to correct the problem.” He argues with me to tell me I have no right to complain. How many times does it take for them to do what we hired them for before we can complain? He said at least once. They did once. Look at the results attached.
Simon then said I never called, emailed, called, email for 29 days with no response. He said they have 5 people in the office and called me a liar. I have proof.
I asked for a refund for the partial shoddy work. I get a snotty message back “See it didn’t have to be that difficult.” When it comes to customer service, Andrew’s Refinishing could use some help. I will never do business with them again. My husband sat right next to me by the phone to hear what this young man was so rude to say. Unbelievable. I have never had someone so rude to me as a customer before.