After leaving a voice message explaining I was disappointed in the owner's poor attitude and that I would be "taking to Yelp" I did not hear back from anyone at Oak & Velvet!
Finally after three weeks passed, the owner did call me directly. He apologized for his behavior during our discussion. He said he must have been under stress that day. I said "Okay..Let's get this resolved." He said "Come back on Tuesday after noon/lunch to drop the cushions off and I will have them delivered to you on Tuesday evening." I said "Okay."
I arrive Tuesday at about 12:45. He pointed to a spot to put the cushions down on a counter.
I said "Do you need anything else from me?" He said "Yeah, we need to discuss what we are going to do about these cushions!" (I discussed moving up to a higher stiffness material with Maria a month ago and with the owner several days before.) The material should have been there that day so the owner could assemble and deliver back to me that evening as he promised. But now I'm having to re explain what I wanted again." Once I again make it clear I was looking for the next level up in firmness...He says "I need to order the material." He picks up the phone in front of me and calls someone to place the order and has me stand there waiting. I said "I'm sorry, but you told me you would be delivering the cushions back to me tonight." He did not take ownership of the promise he failed to follow through with. He said "We will deliver the cushions to you tomorrow evening." I said "Just call me on my cell so I can be available for the delivery."
Next day. No call before noon..no call by one or two P.M. Concerned again that I may have been forgotten about, I call...the owner answers..I said "I'm calling to check to find out when the cushions are being delivered." He said "Someone is working on the job right now." At this point, I don't believe anything I'm being told. I said, "I will just come there right now to pick the cushions up." He said "are you sure?" I said I'm leaving now.
I arrived at the shop..I walk in and the first thing I see are my cushions sitting in plastic on the floor. I look up to see if Michael is there...or anyone is close by....there was one person there but they wouldn't make eye contact with me...I picked up the cushions and walked them to my car. As I'm driving away, Michael calls my cell phone and leaves this message on my voice mail... "Hey Rod, ahh Michael, ah your cushions are gone, I hope that was you..snuck in and took them off..you didn't say hello to me..I was probably not in your eyesight...but give me a call back please and let me know that you did in fact get them."
I get home, prepare to place the cushions back into the couch. The cushions however, are now way too large!! I call the shop..Michael says "How do you like the cushions?" I said they do not fit on the couch, they are too large now." He again says "How do you like the cushions?" I said again, "They are too large, they do not fit on the couch." There was no apology... He asked me for my address and said he would be coming to my home.
He arrived with his tools in 45 minutes..he re cut the cushions on my deck. He placed the cushions back in the couch. It took me a couple of weeks before I removed the cushions to clean underneath..I discovered the cushions were still too large because it takes a tremendous amount of force to get them all back into the couch.
In closing..the owner did upgrade to a higher level of firmness. But I'm sorry, This poor level of customer service is not acceptable...I obviously was not a priority. There was also a severe listening skill deficiency..
I really wanted to leave a glowing review in the end. I wish they improved from the first time around. read more