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A BBB Accredited Business since
BBB has determined that North East Stage meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for North East Stage include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Type of Entity
Business ManagementMr. Richard Kress, President
Drapery & Curtain Fixtures Drapery Installation Service Institutional Furniture Manufacturing (NAICS: 337127)
Alternate Business NamesNortheast Stage
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I purchased a sound reduction theatrical curtain from this company. They provided me with a a color swatch book to pick the color of the curtain from. When I received the curtains the color was not even close to matching the swatch I was provided with. When I emailed them to tell them about the problem they told me, 'there's always a color tolerance" and everyone including my Architect should have known this. We were never told there would a variance in the color (it is not on their contract). Their exact words from their email were, "Finally, there is no “EXACT” in textile, paint, carpet or any other industry I can think of. Everyone works within tolerances. You are choosing colors from a 1 ¾” X 1 ¾” sample card which (if you look at the date on the back of the color card) was produced in May of 2011. (This is the most current card)." So here they state that we were given a 3 year old swatch to pick color from. In addition, the fabric of the swatch and the fabric of the curtain they sold me were completely different. My clear contention here is that, "What they showed me is NOT what they sold me." When my Architect told them we were unhappy and asked for a solution to the problem their only solution was for me to pay more money (at their cost which was over a $1000) to make another curtain with NO guarantees that the new color would match the swatch I picked. I declined and asked them for a discount off of what I purchased as an alternative. They declined my offer. This company had no regard or respect for me, their customer, and again in their words, " I got a sample over the weekend and compared it to the color chart. It is not “Exact” but I have to agree with the mill and fabrication…it is reasonable". They admit the color doesn't match, but they gave me no choices of resolution other than to spend more money to fix this admitted problem." They acted as their own judge and I had no say in the outcome. Now I'm stuck and very unhappy.
Desired Settlement: I am requesting that they refund $600 to me (the difference between what I paid and their cost of goods)
I’d like to respond by correcting a misstatement. The total purchase price for the job was
$1,637.75 plus $147.11 in freight. This included a double sided curtain and track. My net cost for the curtain is $ 1,076.00 (not including freight).
We were contracted to ship track and a double sided curtain. A color card was requested and sent along with (2) 12”x12” samples of different weights. Color # 1078 (red) was originally chosen and then changed to # 1123 (regal red) just before final sign off.
Shortly after the curtain arrived we received communication they were not happy with the color and that it was not even close to the color swatch. We received an email from the Architect stating that, “the swatch is definitely darker than the curtains…the swatch is not the same type of fabric as the curtains, the curtains look like a Santa Claus costume and it clashes with the furniture.” She then told us, “We should have provided a larger swatch”. We contacted our fabrication department and asked them to compare some of the remnants from the project to the color card. They responded that the color match was within reason. We responded back to the Architect saying, “The textile industry is no different than the paint or carpet industry. You would know better than the average person”. These products are made with inks and dyes in large quantities at a given time. Subsequent dye lots or even the same color made in 13oz, 16oz, 25oz 32oz, cotton or poly will vary. This is no different than Benjamin Moore’s color “linen white”. The same color will look different in flat, matte, eggshell, pearl, semi gloss and high gloss.”
We were told that we were giving them “manufacturer’s rhetoric” and that they expected the color to be “exact”. The architect requested we give them, “a cut in price on a new curtain”. We replied that we were hesitant on deciding how to resolve this as it is our belief that the customer was unhappy with their color choice and the fact that it “clashes” with the furniture more than anything. We explained there is no ‘exact” match and the a new dye lot might produce yet another shade of this color, much like a new can of paint from a different dye lot. The architect responded by saying that “they understand that there is some tolerance and that is acceptable, are you willing to give us a break on a new curtain?” We responded and let them know that we would sell them a new curtain at our net cost of $ 1,076.00 plus freight.
They then asked if they could keep the curtains at a reduced rate. They wrote back saying that our answer was very disappointing, they were never told there was a variance, they were never told they could get a larger sample and so on and so forth. They said that, “The quality of the product was excellent”, and asked us to reconsider.
It our my belief that they are unhappy with their color selection, not the dye job of the fabric. They had originally chosen a different color and changed it prior to placing their order. They admitted that they understand dye lots and tolerances and said the quality was excellent. We are willing to sell them a replacement curtain at our net cost. That is a reasonable offer considering we produced the curtain based on their color selection and specifications.
I believe we acknowledged the customer concerns in the previous response. The color of the product was not the wrong color it was the color that the client selected and signed off on. The color selection is made by the client not our company. The actual fabric remnant from the product and the color swatch were within the parameters for dye lot allowance. The client did not request a larger swatch at the time of color selection. Larger color swatches are furnished upon request. We do not stock large swatches of every color available they are supplied by the mill upon request.
We value our excellent level of customer service and we are willing to provide a $300 credit to this client in order remedy this situation. The product we supplied was as specified in the quote. That is a reasonable offer considering we produced the curtain based on their color selection and specifications.
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BBB's Final Determination: Consumer accepted resolution offered by the business.