ComplaintsforFab Glass and Mirror LLC

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2022 I contacted Fab Glass and Mirror LLC and requested assistance with a specific order for a room in my gym. I provided measurements at least 3 times. I explained that I need the mirrors ASAP and do not need a custom size but whatever the largest mirrors they have in stock will do. The sales person assured me that the items I am requesting are in stock and will be shipped out within 7 days. It took over a month to receive the order and when the order finally arrived all but 2 of the mirrors are broken. I never received a call or email from a manager as requested and to this day have not received any communication in an effort to resolve the issue. At this point I need a full refund.

  

  Business response

  03/24/2023

  The customer has ordered customized mirrors, not readymade ones. Coming to the case, four out of seven mirrors arrived damaged but the customer reported the damage after 16 days of delivery and wanted a full refund but didn't provide any documents we requested. Furthermore, they also wanted us to send them the hardware for the intact mirrors (while asking for a full refund), when we told them that the hardware does not come with the custom mirrors, told us he will be asking the card company to stop the payment. A few days later, the customer filed a dispute. 
  

  The customer is being unreasonable , had no willing to cooperate to mitigate the issue 

  This case under credit card dispute and we have no way to refund it from our end 

  Customer response

  03/24/2023

  I did indeed submit several pictures as requested.  I'm attaching a proof of the sent photos along with the email communication I sent to the Fab Glass.   It is preposterous that the mirrors did not come with required hardware to hang the mirrors.  The sales person never mentioned that the hardware was not included.  What was I supposed to do with "wall mirrors" other than mount them?   I had already spent nearly $4k,  I would have had no problem paying a few dollars more had I been informed at the time of order.   

  If the Fab Glass is willing to issue a full refund, I will cancel the credit card dispute and they can process the refund on the credit card I used to place the order or they can simply mail me a refund check. 

  
  Regards,
  
  ***** ******

  

  Business response

  03/27/2023

  You claimed that 4 out of 7 mirrors arrived damaged , Why have you filed a dispute for all 7 pieces ,Is this a fair practice ?

  Anyway we cannot refund any money while the case in dispute , there is no option for us to refund a payment that is under dispute 

  Please contact our support to work. this out , Ask for Joel or Sara

  Customer response

  03/28/2023

  I am rejecting this response because: I have no use for part of the order.  I still have the un broken mirrors in the original box.   You can pick them up and refund the whole order.  You still haven't presented a resolution. 
  
  Regards,
  ***** ******

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** ********** ****** ***** ***** ******** *** ) name - 2/5/2022 paid $499.54 purchased FAB GLASS HD MIRROR 48X72 - takes so long time to receive it (2-3month) APR / web show delivery date was within 1-2weeks - they sent defective/dizzy/magnified mirror at first time - they sent replacement with defective item again - waste our so much time - we really worried about they sending dizzy / defective mirror again so, requested them to double check the condition before shipping. - but very disappointed when we received. also received defect one ! -Fab glass sent items too late so, the last mirror received during my husband out of town, i told them we have to check the condition once my husband come back (will takes some times) already mention at that time to avoid any issue. the mirror is very heavy, one person can't open it to check . - we sent several times for the video as they requested. the distorted exactly showing on the video but they do nothing. their response is 'nothing they can do ' - they give us hard time again and again to take video and said nothing they can do. it must unpacking / packing very heavy mirror again & again -what we want is [ if they want us keep defective item then give us reasonable price as discounted price 50-70%off under original price ] or [ if they can't , then refund for everything ! we don't want to keep defect items ] FAB GLASS CUSTOMER SUPPORT REPRESENTATIVE - ***** ****** *************************** related person in charge **** ***** ************************** **** ******** **************************

  

  Business response

  11/09/2022

  Thanks for reaching out. We apologize for the inconvenience. We're not precisely certain what the customer considers a fair resolution. We are prepared to refund the customer for the original purchase price. Quite frankly, it makes zero economic sense for us to continue to deliver merchandise that may not be acceptable.  We sell these mirrors by the thousands and this complaint is not common. It would be next to impossible to deliver 2 mirrors with this defect to the same customer. 
  

  Customer response

  11/15/2022

  One question:  They said will be prepared to refund , may i know how long is going to take ?  Also, my credit card # has been changed.  do i need to provide NEW card # ? please kindly advise

  

  Business response

  11/15/2022

  We can issue a refund , but Unfortunately we have no way to issue to a different card 

  We can offer you store credit , or you may talk to your bank and check if a refund is issued to the old card would that reopen your card with the credit or no 

  Please check and contact our support , ask for Sara ###-###-#### 

  Thank you

  Customer response

  11/15/2022

  
  
  Better Business Bureau:
  

  Please just go ahead to refund to old (original) credit card , the bank confirmed that no problem to refund to old card.

  Please let me know once refund ASAP . I will double check with bank. 

  
  Regards,
  
  ******* ***

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contacted Fab Mirror and Glass because their website states they will beat any price by 10% on exact items. I contacted Sid from their site giving them the competitors site and quote for the item i needed. Sid said he would get back to me. Over 4 days later, I contacted Sid again, and he has been ignoring me since. They are not honoring what they advertise on their website. I am including the entire transcript of the original conversation below. Your recent chat with Sid You glass supply.com has this exact fabrication for $57.31 each Sid Can you share the picture of their quote You I would be happy to, but I need a min to figure out how to do that from this laptop. Sorry! Sid Okay You uploaded file: ******************************************************************************************************** sorry that took me so long, I had to get it on my phone and share it to my laptop Sid They offer free shipping? You I'm not sure let me look flat rate of $25 for orders under $300 Sid We offer free shipping You I just saw that yall would beat any price by 10%. Even with free shipping you are over $80 more. Sorry. Wrong math. over $50 more "Our Easy Price Beat guarantee offer is the total price including shipping. " Do you not offer this? So, $139.61 less 10% would be $125.65. Are you willing to honor this? Sid Can you please share your email address, I'll get back to you on this You ******************* Sid Thank you, I will get back to you on this You Thank you

  

  Business response

  09/21/2022

  Hello Ashley 

  there was misunderstanding , the sales manager could not open the link and thought the website of the competitor is not active 

  Sid will be in touch to get the order from you if you still interested in placing this order 

  Please accept our apologies for the inconvenience 

  Customer response

  09/21/2022

  The company reached out to me and offered an excuse for being non-responsive.  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 20x30 Fab lighted mirror from ****** in November 2021 for my bathroom i was having redone. The contractor had to move the hard wiring down to behind the mirror so he could hardwire it in so there is no longer hard wiring for a light fixture above the mirror. After only 8 months the Fab lighted mirror quit working. No light at all. Electricity was still going to it. (See pictures.) The lights were on about 15 minutes each day. Fab glass & mirrors website says the lights should last about 50,000 hours. ****** has a 90 day return policy so I knew I couldn't return it back to them. I contacted Fab directly through their website to try to get a resolution. ***** David was the customer service agent who told me they needed a PO # and tracking number to look up my purchase. I went to ****** and they gave me the numbers which I shared with *****. I called from ***** to Fab glass and they wanted ****** to file a claim. The manager had no idea what they were talking about because they don't file claims for things past their 90 day return policy. So then they wanted pictures of the light not coming on so I took and sent them to *****. Then I asked for an example of a ****** claim form from any ****** to see if I could take a copy to the manager. I asked what specific information they were looking for that had not already been provided. Never heard back! I called and left a message with **** ***** ** ** ******** *********** and again did not hear back. I would like to have a resolution here- a new mirror or a refund to replace the nonworking one. Thank you for your time and help.

  

  Business response

  09/02/2022

  The replacement will be sent as a courtesy , please expect a communication from our CSR 

  Our agreement with ***** that they need to manage these cases this is the reason our CSR were not able to help initially but we have made an exception in this case 

  Customer response

  09/06/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ****

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been by far the worst company that I ever had to work with being a home owner for 20 years who does a lot of home improvement. They have been to my home at least 5 times because the measurements were incorrect for a shower door. As of right now I have half of a shower door up for the last 2 weeks now and a piece of glass laying in my living that does not fit. The last time I asked for an update they told me they are checking on it and never got back with me.. I have gotten a whole basement remodeled with a half bath and it only took 3 weeks to complete.. Fab Glass had one job, to put in one shower door and it’s taking them a month to complete so far. They even showed up once and didn’t even have the glass door they just had the panel and had the audacity to ask me where the door was, so of course that was a waisted trip.. I am just fed up with this company, they had no problem taking my money upfront but have an issue giving me what I paid for, very horrible service and poor communication. I should never have to call every week to get an update on my shower door.. I definitely do not feel appreciated as a customer, just take my money and make me wait on something I paid with my hard earned money.. I do not recommend anyone use this company ever!!!! Update the shower door is complete however water is coming out the bottom of the shower door someone has been out 3 times to fix the water from coming out from under the door but they haven’t fixed yet.. I was told they were getting a 3rd party contracted by them to fix this issue was told they were coming out on Saturday the day before Easter, that person didn’t show up then I was told they would show up on Monday and they didn’t show up so I sent another message asking where is this person they got to come over and no response..

  

  Business response

  04/19/2022

  Apologies for the inconvenience 

  As you understand this is a challenging time for small business like us finding qualified people who are willing to work and we try our best, I am sorry we were not able to be up to your expectation but honestly everyone in our company is involved to get this resolved ASAP 

  we are working on your issue and because you rejected the first installer to come back and fix it we are sending a different one , we were just waiting for the first availability 

  We should be in touch to get this done ASAP

  Thank you for your patience 

  Please do not hesitate to call us if you have any question you can ask for the **** ********* ** ******** ******* Joel ***** , he is aware of the issue and working on it 

  Thank you again for being so patience 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see full complaint, timeline, credit card dispute information, transaction and copies of correspondences with merchant as recent as yesterday. Merchant sent me a defective product, denied me replacement or refund in accordance with policy, misrepresented facts during dispute process with ******* ***, failed to refund or rectify issue. It has been 5 months and I am out of a coffee table as it is defective and unusable and out of $232.42 plus interest on credit card for denied dispute. Please assist me with refund and restitution for violation consumer protection laws.

  

  Business response

  11/29/2021

  As shown on the order  communications between you and our CSR it shows that you have received the order and you were just missing rubber washer that we mailed twice to you 

  Do you think it is reasonable to request a refund for a missing washer which  cost $0.10  ?  and we shipped two sets twice to you 

  We are willing to work with you and make you happy but we are just asking for a fair request 

  if the problem not as listed above please elaborate more in this message thread 

   

  Customer response

  11/29/2021

  I am rejecting this response because: the merchant is misrepresenting the damage caused by repeatedly sending incorrect hardware.  Please review the attached pdf files with detailed timeline copies of correspondences where merchant agreed to resolve issue if I worked with them.  The merchant used deceptive practices to DENY ME MY RIGHT TO RETURN OR REPLACE MERCHANDISE WITHIN FIRST 15 DAYS , as allowed through the policy.

   

  I am out of a table that I paid 232.00 for, should I be out of a table, purchase price plus interest for your defective product and breach of policy.  U impeded my ability to claim unde rpurchase protection and you failed to offer me an adjustment or resolution for your error.

   

  This is a violation of my consumer rights.  
  
  Regards,
  
  ********* * ********

  

  Business response

  11/30/2021

  you filed a dispute with your bank, it is clear that the bank was convinced with the proofs we sent that we delivered the product and shipped the rubber washers several times 

  We did everything we could to help you regarding this issue 

  if you would like to ship the item back in the original packaging for a full refund we can request an exception and see the management in charge could approve that 

  Is that what you would like to do. ?

   

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a stock piece of glass from Fab Glass and Mirror which arrived with a chip in the corner. I promptly called their Customer Service and was told to take several pictures of both the shipping box, label, and the product. I was told that I would receive a call the following day. I submitted the pictures as directed. They did not call the following day which was Friday, November 12th. After the weekend, I contacted them on Monday and the representative claimed she didn't receive them on my first attempt. I resent the photos both via email and text. I was told that the picture of the damage was blurry and should be retaken and resubmitted. I did this and still did not get a resolution. I finally told them I wished to speak with a manager and was transferred to a man named "Sid M******". He kept stating that he needed to check with his supervisors before he could give me the return parcel tag. He stated that he would get back to me quickly and failed to do so.

  

  Business response

  12/03/2021

  Please accept our apologies for the inconvenience 

  The refund was requested and it was issued 

  Please expect the credit in 3-5 business days max 

  Due to the current circumstances we are short staffed which lead to the delay , so please accept our apologies one more time

  Thank you for your understanding 

  Customer response

  12/07/2021

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  11/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered mirrors on 19/5/21. I paid over $1200 and my card was charged immediately. The website showed estimated delivery in one week. I received a confirmation email stating another email to follow once shipped. After two weeks I called and spoke to a ****. He said it would ship by end of week. On 10/26/21 I spoke to a **** who said they were out of stock for the mirrors and they would upgrade to the better mirrors for no additional charge. I agreed. After another two weeks I called on 11/8/21 and spoke to a ***** who said I had to speak to **** and he was not in. He would have **** call me today. I waited all day, no call back so I called. I was told that **** left for day and that they could not help me. I feel I should not have been charged until the product was shipped. I want my product. I am getting fed up with the lack of customer service. Can you please help me get my product.

  

  Business response

  11/10/2021

  This order is expected to be delivered today or tomorrow 

  Southeast freight tracking number ********* 

  Please accept our apologies for the inconvenience. someone will reach out to you today and make this right .

  Feel free to contact us at ###-###-#### for immediate assistance

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a plexiglass desk cover that is scratched. I paid $377 for this piece and Fab Glass and Mirror offered me a paltry $18 refund. This was on top of the fact the delivery was a week late and the tracking number provided didn't work. I was told to provide several pictures which I did and Rick said he would talk to management and call me back, which he did with an offer of a $18 refund. What a slap in the face....

  

  Business response

  11/01/2021

  from CSR notes on this "The Customer received the order and claimed that this was shipped damaged.
  We took the pictures and had all the intentions to resolve this case, but the customer was completely unresponsive after that point."

  Message to the customer , please contact our Customer support as they have tried to reach you several times to resolve the issue 

  ###-###-#### Ask for Matt , the CSR manager , or email him at **************************  for a resolution 

  Thank you for your patience 

  Customer response

  11/02/2021

  I am rejecting this response because: 

  This business is full of crap as you can see by the screen prints of the text messages I've included from the business just today. There are more but this is enough to prove my point. I accepted their offer of a 50% refund but they've demanded I close this case before sending me the refund as you can see by their text massage. I refuse to close this case until I receive their refund, normal smart business. I told them they either do this or send me a shipping label so I can do a return for a full refund. BBB, you need to do an investigation on how this business is run and how they are manipulating this complaint process. This is dishonest and they should be looked into for this reason. My screen shots of the text messages shows what kind of dishonesty they are using in this process they've agreed to in dealing with their complaints. I'm a 63 year old grown man that used to be a member here years ago before I retired and I will not be intimidated, especially by an unreliable business such as this. Thank you

  Regards,
  ***** ********

  

  Business response

  11/29/2021

  *****

  I think here is a big misunderstanding from your side 

  as we mentioned several times we can send you a return label top return the items for a full refund the problem you are asking us to refund the money in a different method which is a tactic usually used by scammers 'We are not allowed to issue a refund to a different account other than the one used for payment 

  I assume you will get the money even if you closed the account you should have a credit , please check with your previous bank and get back to us 

   

  Customer response

  11/30/2021

  I am rejecting this response because: 

  Oh ********. You can mail me a check if you wanted. You have an excuse for everything and again, you just keep stalling. You people and your business ****!!

  Regards,
  
  ***** ********

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a custom shower door from Fab Glass & Mirror (FG&M) on 5/24/21. The order was delivered to me on 6/23/21. My PO# is **********. After installing the panels for the shower, it was discovered that the door was not cut short enough to fit under the header. I reached out to FG&M and was told to send pictures which I did. I was then told the installation was incorrect and I need to place setting blocks under the panels to raise them up. That fix was for a different type of shower door and would not work for my case. I have attempted to reach out and have left several voice mails to get this resolved. I would like any assistance in getting communication between me and FG&M at a level where I can get resolution. I believe the resolution to be remaking the door with a shorter height to fit under the header.

  

  Business response

  07/22/2021

  The customer had been contacted by our lead tech to discuss the issue 

  from our sales ND CUSTOMER SERVICE TEAM

  "She has an installer and I've asked to speak to him but he has never called and she is incapable of providing the measurements that she has. I've told her repeatedly that what I think is wrong is that she did not put the header block onto the hinge before putting it under the header but she cannot comprehend. The dimensions that she gave for the door are correct to her fab drawing. She claims that the side panels are 1/2" too long, but if that were the case she'd have no trouble at all. And when I asked for pictures with a measuring tape she said that she could not do it. Possibly Justin could walk her contractor through it . "

  Please let us know if you still need assistance 
  

  Customer response

  08/02/2021

  The consumer indicated by phone that the company resolved the complaint.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩