Business ProfileforCJ's Home Decor & Fireplaces LLC

Company totally messed my order up and they blame it on me I ask to send it back for a refund They said no I feel **** is rude and unprofessional I did everything they asked and they are not trying to resolve their mess up Not give me a refund or make my order right I am requesting a investigation into this company Thank you

Response to Review ID: ****** Below are the facts of the order in question in ***************** Review. This information will show that he received the order exactly as he requested it and as it was described to him prior to him placing the order. The information provided will also show that many options were offered to try to resolve his dissatisfaction without any cooperation by the customer.February ***********- Brain Submitted a request for a Custom Fireplace Mesh Quote with the following details ? Single ******* Standard Weave ? With Hanger rings ? Fireplace Opening Width 36? Fireplace Opening Height 33? Brass Finish ? Brass Pull Finish ? 1 Piece Bypass Rod for Mounting ? Shipping to *************************- ************************************************************************** ************ February 14th 11:11am- We sent an email to Brain with the custom Quote and let him know if he wanted to proceed we would create a custom link for him to do so. The email also outlined the details of the product as he requested it based on the quote form.? The quote comes to $335.72 and includes the following items ? 1 Screen 47W x 31 H Brass in Color ? Brass Pulls to match ? 1- 48 Bypass rod for mounting February 15th 9:47am- Brain called in and spoke to one of our representatives ( the duration of the call was 5:33) He said he would like to go ahead and pay for the order, we told him we would create a custom link for him to do so. He was instructed to open the link, Check all of the details for accuracy and then add the item to the cart if the product was correct. He said the size of his opening was 36W x 33H- we explained to him that Fireplace Mesh Curtains come with a standard 40% Drape to allow for better spark protection and fullness in the curtains, this is why he was quoted for a 47 panel. We also discussed that the Rod was quoted at 48 due to the rods having to be cut to fit, so a 36 rod would be a touch too short for his opening. We asked the customer if he was happy with the 40% Drape putting his panel at 47 wide and he said yes, please send the link.February 15th 12:28pm- An email was sent to ***** for the Custom Mesh, in the email it stated Review the details, make sure everything looks good the link stated this was a Brass Fireplace Mesh Single Panel- This bundle includes 1 Mesh Panel with Rings and Pulls, Weave, Antique Brass Finish Custom Fit for 36W x 33H Opening There were also 3 selections for Opening Width, Opening Height, and Mounting Hardware. The hardware option clearly stated 1 piece Bypass Rod (48) with a photo of a Rod.February 15th 12:43pm -***** placed an order using the custom link sent to him for a single panel of Brass Mesh to fit an opening 36W x 33H and included a 1 piece Bypass Rod for mounting.Anytime a Custom Made to order item is added to the cart, in order to checkout you must agree to the Terms and Conditions of the sale and agree to them before purchasing, this states I understand that, by checking this box, I am signing this document and agree to be legally bound by these terms and conditions listed on website. Orders that are canceled after they have been processed will incur a 10% cancellation fee. If the order is currently in production, the current fabrication cost will also be applied to the canceled order. Custom Products can not be returned or refunded. All custom made product sales are final. Restocking charge 25% even if you received FREE or DISCOUNTED shipping, shipping did have some cost, and that cost is non-refundable.March 7th 5:27pm- Brain called after receiving the Mesh order and stated that he is unhappy with it, and said that he received a little Bar to mount the mesh. The representative he needed to speak with had already left for the day, the representative he spoke with told him he would get a call back the next day, apologized for the inconvenience and took his information for a call back.March 9th 10:32am- One of our sales representatives reached out to ***************** in response to his previous call. During this call he stated he asked for a matching color top track- said he specifically asked for a Track in the same color as the mesh. He said that he didnt get anything that he asked for or ordered, he was sent the wrong order. Our representative asked to send him a return form to fill out to get the process started to resolve the issue for him. He was very upset stating he did not ask for a rod, he specifically requested a track, he paid a lot of money for this and didnt get what he asked for. The sales representative asked if there was an issue with the mounting hardware only, or the mesh as well. He said the mesh was fine, the thin rod was what he was unhappy with. Our rep asked him to fill out the return form, in the comment section mentioning the mesh is fine, the rod is the issue. She told him the orders department would review the form and take over from there to get this resolved. She said he wouldnt need to send back the mesh, possibly just the rod. She apologized that he was unhappy with the order.March 9th 11:45 am- After speaking with Brain on the phone our sales rep sent him an email letting him know that after reviewing his quote form it looks like he selected a rod, if he would like a track he could purchase one since he did purchase a rod with the custom Mesh order not a track. She did offer to send a link for the Track, and the rollers he would need for his Mesh for the track to work.March 11th 9:45am- Brain submitted a Damaged item form stating the company sent him the wrong size as requested and missing Track, Saying My fireplace is 36 wide total Piece I received are 47 each He included 2 photos with this form, one photo shows the width of the Mesh panel at 47 wide the other photo was a screenshot of the Shipping confirmation that also included the Order details.March 14th 2:26pm- There was an email sent to Brain addressing the Damaged item form he submitted which explained that his order arrived as it was placed. The mesh was the size he was quoted in writing and agreed to on the phone after the added drape was explained to him, he never requested less or no drape in the panel. It was also explained that he never asked for or mentioned a Track, his quote form was marked for a 1 piece bypass rod, this is also what we discussed on the phone before he was sent the link to order, and the product link specifically stated a 48 bypass rod and showed a picture of that. Not one time did he mention or ask for a track, we had no way of knowing that is what he wanted, and he should not have purchased the product if it was not what he wanted, which is why we tell our customers to review the link for accuracy before placing the order. The email also went over him agreeing to the terms and conditions at checkout stating all custom made items cannot be returned and all sales are final on custom made items. I did state in the email that we want him to be happy with the purchase and would like to work with him to get the items he wanted. We offered him to order the I-beam track to use with the mesh at wholesale cost, and told him he would also need rollers to apply to the mesh to be able to use the I-beam track. It was also mentioned that if he was unhappy with the width the panel could be adjusted to a shorter width if he was unhappy with the drape. He was told we would be happy to provide him the information on how to do this, or he could ship the mesh to us and we could adjust it to the width he would like.March 14th 2:32pm- Brain called in again about the email he received in response to his Damaged Item Form, he was very unhappy with it. During the call it was discovered that ***** had actually received 2 panels of Mesh in error as he had only purchased a single panel. He also mentioned again that he never asked for a rod, he wanted a track and that we had the whole order wrong. I offered to send him a copy of his quote form back to review what he asked for, and also went over the fact that he was sent an email specifically stating what the quote included, which was a single panel of Brass Mesh 47 wide by 31 in height with Brass pulls, and a 48 Bypass Rod for an opening 36 wide x 33 high. He argued with me that his opening is not 33 high and he never gave that measurement and said the screenshot he attached to the damaged item form said 32 high, it did not, it stated 33. I told him we are very sorry the order is not what he was expecting but the order was processed based on the information he provided us and also agreed to in writing as well as on the phone, there was no way for us to know that he wanted double panels, or a track as submitted the quote request for a single panel and a bypass rod. He had many opportunities to change this, he could have responded to the quote email and let us know, or when we spoke on the phone in detail about the quote he could have told me then he didnt want a rod, and he wanted two panels not one. I told Brain that if the Mesh was made incorrectly we would have it remade for him, to do so I would need to see a photo of the mesh panel with a tape measure showing the length, and if it was not what he ordered we would have it remade, however it would have to be remade as it was ordered, which was 1 single panel 47 wide. He was still very unhappy with this answer and asked to speak with a manager as he was having a communication issue. I explained that I am the returns manager and asked what the communication issue was. That upset him as well. I explained again that if he sent the photos showing the mesh was not made as it was ordered we would replace it. He was still dissatisfied with this, but did not continue the conversation, just said "ok, thank you" and hung up.March 17th 2:22pm- ***** was sent a Return Authorization for the custom order with restocking fees waived, even though this is outside of our business policy. We do not want ****************** to leave bad reviews even though we provided his order exactly as he requested it (with the exception of the manufacturer sending two panels, rather than one in error).We ask that you review the facts of this case, with emphasis on the Mesh Quote Form ***************** submitted, as well as the email with the Quote stating what he would receive for that price. We did not force ****************** to purchase this order. We also had no way of knowing what he truly wanted as he did not relay that information to us until after he purchased the items as they were quoted, without requesting changes to them, and received the item. Had ***************** been more diligent in filling out the quote form with the correct information, and reviewed what he was purchasing this would not have been an issue, we would have known what he wanted.We supplied the order to him with the information he provided us and nothing else. It is made clear at checkout that custom made items cannot be returned, which is why we take so many steps in having the customer review the details before purchasing, to ensure they will in fact receive the correct order. We offered options in an attempt to resolve the issues once they were brought to our attention, we offered to sell him the track he wanted with the rollers needed to use it, we offered him to ship the mesh to us so we could adjust the width to his liking, we also offered to have the mesh remade as ordered if he provided photos to prove it was made incorrectly, he did not accept any of these options to resolve the issue. We were forced to authorize a return on a product that likely cannot be resold due to it being custom made for his Fireplace opening. We feel that we have done everything we can to resolve this situation with ***************** and would respectfully request you Resolve the Complaint.Thank you CJs Home Decor & Fireplaces DBA Fireplace Doors Online