Complaints

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• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a wing back chair that I purchased from Fish Furniture 30 years ago that needed to be reupholstered, who Sherry at Fish recommended. I looked Fabric Showcase up online and they do have a website, but the phone number listed on the website, ************ only rings about 50 times then starts beeping, with no voice mail. I then contacted the company via the webmail that they have on their website. I went to the showroom at 22008 Lorain Rd, (website also lists an address of 22012 Lorain Rd.) Cleveland Ohio 44126 on December 18th, chose a fabric and put a deposit of $643.08 down on my credit card. The receipt address had a different address of 15210 Industrial Pkwy, Cleveland 44135. My chair was picked up on December 26th, and I was given an estimated completion of 3 months. When my chair was picked up, there were 2 other chairs in the truck being returned due to the customer not being happy. (mental note) I then got a phone call at the end of January, so one month, that stated that my chair was complete. With all of the irregularities in phone numbers, addresses and knowing that the customer with the 2 chairs was not happy, I asked to see my chair. I was told to go to the 15210 Industrial Pkwy address. The chair had many issues that even Andrew, the owner saw. The issues that he saw were:01-Firmer foam in seat cushion 02-Filling the corners in the back of the seat cushion so the deck underneath isn't seen 03--Straightening of the welt at the back of one side of the seat cushion 04--Smoothing out of the "puckering" on the outside wings including welting and 05-Additional lumbar support on the inside back
  
  Additional issues that I saw were that the back of the chair was puffed out like they put an air pocket there and just covered it with fabric. There was no firmness and one finger could easily push the puffed hollow feeling area in. The other big issue that I saw was that both arms of the chair were not adequately covered with padding. I could easily feel the wood and wooden corners right under the fabric. The area where the wing meets the arm looked like it was directly glued to the wood with absolutely no padding.
  
  Andrew refused to address the issue of the lack of padding over the wooden areas of the arms. He offered to have me pick up the chair as is which has not been touched since last seen, which is not possible due to health issues and told me to dispute the credit card charge. I got an email from him on 2/14/24 that stated: " It's ok, refunding all of your money is good customer service. And I'm glad to have moved on from this. I'll work with my credit card processor to give you a refund of your deposit." Today I got an email: "I would ask your bank about the reversal. The reversal is out of my hands." Andrew is all games, which my bank warned me of based on all of the emails that I have sent to them. Today, he is refusing to give the promised credit back of my deposit. He could easily give me back my deposit in secs

  Business Response

  Date: 02/26/2024

  Hi Madeline,
  

  I'm sorry you had a less than stellar experience. Please know that our phone number seems to be working fine and that your piece was upholstered to industry spec. The issues you had outlined are custom details that were not communicated with us at the time workorder but please know that we were 100% willing to address and fix at no charge.
  
  Instead of working with us to remedy the custom details, you had started the credit card reversal with your bank at which the refund is out of our control until that posts. Given your unreasonableness and having insulted our team over much of your correspondence, I thought it was better to return your deposit and give you back the newly upholstered chair with the adjustments made. All of which you happily agreed. Then told me that you'll wait for the credit card reversal and to keep the chair and donate it, stating you have no use for it! If the refund hasn't posted, I will still work with you to get your refund and will continue on our mission to improve every day. I wish you all the best.

  -Andrew

  Customer Answer

  Date: 02/27/2024

  I did open a dispute with my credit card company due to Fabric Showcase and Andrew not giving me the credit that they promised.  THIS DISPUTE IS OPEN AND UNRESOLVED.