Phillips Development & Design Llc

This Client was referred to us by her Daughter, who not only hired us once, but twice. Every design is a personal process; a lot goes into getting the pieces of the puzzle to fit. On occasion a piece may come in with the wrong fabric, sometimes its the Designers error, in this case it was the manufacturers error.
The piece was still a stunningly gorgeous sectional, in a beautiful blue grey hue, (very today in color and style) we all loved it. We all decided, that before we contacted the manufacturer to let them know the color of the fabric was not the specified color, we wanted to see if it could turn out to be a serendipitous mistake. The option to replace the sectional was always available to Ms Copeland at no extra cost to her, only the inconvenience of extra time.
An appointment was made for later that week to go over any changes and or concerns, whether the sectional would stay and the new hue would be incorporated in to the color pallet or if we were to replace it with the original color. At that meeting we presented the new pallet option and the manner in which we could incorporate the new color if she wanted. Ms Copeland preferred the original pallet, so we explained that we would have to contact the manufacturer in the morning and the process for replacement would begin. Before we could get the details for the exchange we received a scathing email from Ms Copeland with her complaint, and immediately we tried to contact her. Ms. Copeland would not take any of our calls and still will not.
Ms Copeland then requested, via email, that we cancel, all the remaining undelivered items that had been scheduled. A cancellation that added up to more than half of the original order, including custom pieces. Custom pieces are non returnable and non refundable, we go over the details very carefully with our clients, so as not to make any wrong decisions and explain very carefully the terms of these particular orders.
We attempted to speak to her again, to no avail and still determined to rectify Ms Copelands distress, we cancelled all of them at no cost to her and absorbed all of the costs involved.
Then, several days later, she informed us via email, that she would be returning some of the custom ordered pieces that had already been delivered and were for other rooms in the house. The only communication she provided us was through very curt emails and she still refused to speak to us or discuss the matter.
In an effort to satisfy Ms. Copeland we returned them and refunded her, less a small restocking fee and the shipping cost on those items. We again absorbed all the extra cost involved.
The Dinning room table base had sustained a minor damage during the delivery, and we immediately re ordered an expedited new base for her, hence the delay in her table. The base was exchanged within 4 weeks at no cost to her.
All matters were taken care of promptly and no items remain outstanding.
Without discussion there can never be resolution.
It is our great regret, that we were not allowed to express to Ms Copeland our sincere desire to rectify any concerns she had and give her the room we designed, a room that she fell in love with.
(Attached is a picture of the actual color of the blue grey sectional)