This business has failed to provide customer service in regards to refund requested. Please see my detailed explaination.
My name is ****** ****. My husband and I had arranged to use More Space Place to install custom closets at our condo in St. Petersburg. There were a sequence of events that occurred as noted below that have caused us to be very unsatisfied with their service prior to the work even being started.
June 1, 2013: We called More Space place and a woman came out that day to take measurements and briefly discuss how to better organize our closets to maximize our space.
She emailed us a design for both our master and guest room closets with a total of $1789.59.
Due to our schedule for the summer we did not act on this until August 14th. This day, my husband called the company, spoke to a ****** ******** who took full payment at that time via his credit card. No date for install was set at the time of payment, my husband was told that she would get back to him.
On August 26th, he emailed her requesting if someone could come out and re-evaluate the design to be sure it will suit our needs entirely, as I wanted some reassurance that our design from June would still be sufficient. She emailed him back stating that no "tweaking" to the design could be done as the order was already placed, however, no date still had been set for install.
I called her personally the next day, August 27th, emphasizing my concerns with the design, but still she was unwilling to send anyone out to assess this situation. She then proceeded to discuss install date.
Back in June, we were told that installs could happen on Saturdays, however, ****** said installs would only be possible during the weekdays. This was another hiccup as my husband and i are both in the medical field and do not have days off to easily accommodate this. Yet, I had my staff re-arrange my schedule for September 20th to have the closets installed.
Then, I receive a call from ******, stating that the install date would have to be changed as the supplies would not be in in time. After having to cancel a full day of patient's, this became yet another frustration.
I emailed her in regards to this situation and felt that due to such poor customer service, with no contract, nor any confirmation from More Space Place of payment, that this job be cancelled entirely.
I did not get any response for one week, come to find out she was out of town and no one else was responding to customer emails.
The day she was to return home, I called the company location in Pinellas Park and spoke to a *** *******. He is apparently the owner or head manager. He was requesting our order number that should have been given to us at the time of our payment, which we did not receive. He was looking through records while I was on the phone with him and he stated, he did not have any record of our job. Again, feeling very unsettled about this, I expressed my concern and request for full refund of the money spent. He continued to remark that, as per customer contract, the customer is subject to a 25% restocking fee if any part of the job is cancelled. We never received ANY contract or legal documentation whatsoever.
He continued on to say that he would have ****** call me when she returned from vacation. Once we spoke, she said that in order to receive full refund, it would have to be cleared by this *** *******. For the past 6 days, I have called, and emailed every day with no response from *** after leaving messages specifically for him to return my calls.
Due to terrible customer service and not having any form of contractual agreement nor set install date, we wish for a full refund. I have filed a dispute with our credit card company as of today and have considered getting a lawyer involved.
We need help with this situation and would appreciate any influence you may have.
Please feel free to call me at XXX-XXX-XXXX. I hope this interests you. I have never had a company that i am giving business to, treat me and my husband with such disrespect.
We are requesting FULL Refund. We do not agree with the 25% restocking fee, especially considering that we never received any legal contract, which was something we should have received in the beginning, not to mention the horrible management by *** *******.
This response was provided verbally to BBB:
We contacted our customer and resolved the situation directly with her.