ComplaintsforThe Stove Place

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a glass fireplace glass screen from the Stove Place. I was told to take measurements of my fireplace on my own. I did that and brought the measurements to the store. Total for the glass screen with mesh screen was $1923.45. Screen was ordered on 11/15/22 and I put down a deposit of $923.45. I did not sign a contract and was not advised of penalties or fees. On 1/21/23, the installer came to my house with the glass screen. The measurements were off and the screen did not fit. The installer brought the screen back to the store and I was told I would hear back from my salesman, **** regarding a resolution. I left several messages for **** and was finally told that **** (a *****) would be calling me to cut the stone around the hearth. **** was not a *****; more of a **** of all trades and could not handle the job . By the time, calls were returned, I found myself in March. I called **** on March 3 and he told me that I was due a refund but he needed to check on the amount. I called **** on March 8 and March 11. On March 11, **** told me that the restocking fee was $700.00. I was not informed of any penalties or restocking fees. **** told me that he would try to lower the fee. I did not hear back from **** until I called him again on April 20. **** told me that he could only get $50.00 off the restocking fee. I was refunded $275.45 on April 20. I was only given an estimate at time of deposit. I was never informed of any penalties or restocking fees. Also, there is no mention of any fees or penalties of the written estimate.

  

  Business response

  06/23/2023

  I feel bad that this was not a positive experience for the customer and want to express that this was a loss for the company as well.

  The glass door was a custom order. At no point did the customer express that they were not comfortable or not capable of measuring the fireplace. If that were the case, for a fee, we would have come to the house to measure. In our attempt to offer better pricing, I do not bury the cost to come out and measure the opening width and height of fireplace. But, in doing so, that leaves the customer in the position of being responsible. If this scenario occured more than this one time, I would change the policy and measure every fireplace. 

  The customer knew it was a custom order, and I tried to negotiate with the manufacturer to reduce the re-stocking fee. The majority of the cost was the shipping from and return to *********, **.  The fee was agreed upon, and credited to her, back in April.

  We have multiple signs in the store,stating "No returns on custom orders".  "All accepted returns subject to restocking fee". I sent my employee to the home with product. Removed her existing door to install new door, and ended up having to put the old door back on. There was no labor fee given to her for providing the innaccurate dimensions. I never want a customer to be disappointed or unsatisfied.  I did, request a " **** of all trades" to go to assess the fireplace to determine if an inexpensive modification to the opening could be acheived to allow the custom doors to work. This was determined to not be the case. This site vist was also at no charge.

   

   

   

   

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