Featured on Cityline, Breakfast Television, Colin & Justin's Cabin Pressure, The Property Brothers, Toronto Life, Toronto Star, Toronto Sun, Cottage Life, Inside Toronto, Globe And Mail, Huffington Post, Style At Home, The Guardian, BlogTO
Thank you for your review and comments. I have to address your comments however, since this is a public forum and you aren't being truthful.
We built you a beautiful maple and glass door and installed it perfectly. What you are complaining about is the fact that your handle was installed on the wrong side of the door in our workshop.
When you came to our store to place your order you told us the door would roll right to open. We recorded this information on your order and gave you a copy on the day you ordered. The placement of the handle was in accordance to the information you gave us when you placed your order. It was installed for a door that rolls right to open.
When we arrived to install your door, it was, in fact, rolling to the left to open. So, the handle - while being totally functional - was on the wrong side of the door for a left rolling door.
I believe you gave us the wrong information when you ordered your door. . I BELIEVE THAT YOU MUST HAVE EITHER MISUNDERSTOOD OR HAD YOUR FACTS WRONG. We wrote the information down in front of you during our discussion with you. We do this with all of our customers when they are giving us details for an order. And again, this information was CLEARLY written on your order.
You had your order for 2 months Adam. That is ample time for you to look it over again and confirm the information on it. Also, we have a disclaimer on the order which states, "All details are considered to be correct at time of deposit. Any changes to the order must be made in writing bt email, with confirmation of receipt and change to order confirmed by email by Rebarn. This ensures all information is up to date for both parties."
Adam, we are very thorough with our customers when they place orders for doors. We are very careful during the interview process to lead our customers through all aspects providing us with the correct and accurate information we need to arrive at the right sized door for their project,,,as well as knowing which direction it will open. Believe me, we have built hundreds of doors and we have been doing this a long time.
We also encourage ALL of our customers to look over their written order to verify details. You have your order for 2 months and we never heard a thing from you.
In your comments in your review you state that I didn't acknowledge my mistake. You are right. But I have acknowledged YOUR mistake. And you also wrote I didn't try to make amends. That is a bold faced lie Adam. I offered to come and install a handle on the other side of your door for free. And you know that! Even though you made this blunder, I offered to take it on the chin and give you the handle plus install in an effort to satisfy you. BELOW IS A COPY OF MY EMAIL.
i AM ALSO ATTACHING A COPY OF YOUR ORDER WHERE EVERYTHING IS CLEARLY WRITTEN. AND...A PICTURE OF YOUR DOOR!
Jul 16, 2018, 6:38 PM (3 days ago)
The door opens left. The order stated it opens right. I dont believe anyone is being dismissive.
The only option we have is to put a handle on the right side as well. If thats an acceptible solution...let me know.
Thanks for the review. You have laid out quite a few facts here in your review. Some are correct. But some are skewed and misleading.
You came into the store looking for a door in November or 2016. You gravitated towards a solid black walnut beauty hanging on our door display. It's a 2200.00 door that is a furniture quality, solid walnut, glued up panel that could easily be used for a dining table top.
As I recall, you didn't want to spend that much on a door. You chose to go with a Shaker style door with the upper half in glass. The door you looked at in our store as a sample of this style is a RUSTIC Shaker style door made of pine. You opted for this same style of door, but you wanted it in maple. This style is not a glue up, but a rustic style made of maple rather than pine.
As far as not being able to see the backs of the doors in our showroom, the backs being unfinished etc...you absolutely don't know what you are talking about. All of our doors are finished on both sides. And, yes they are displayed against the wall in the store. But there are several doors in doorways where you can inspect both sides. Also, the door you ordered is a Shaker style door with a full frame on the FRONT and a middle brace. The BACK of the door has no frame nor bracing. The BACK is a panel. This is standard.
Suggesting that the back of your door...or any other door we have ever made is unfinished is ridiculous. And if you assumed that the back of your barn door would be framed and braced like the front...the presentation side...no...you're wrong. Don't assume. If you wanted that we would gladly have charged you for an upgrade and would have done it for you. Total different design, total different build, more money. We built you the door you pointed to and asked for. End of story Steve.
We built your door, and yes, we took three weeks longer than anticipated. We are a very busy shop and we do go overtime from time to time. We don't guarantee timelines because of this, but we do our best to get the work out in a timely fashion.
We shipped your door via UPS to Ottawa as requested. It was wrapped appropriately for shipping and UPS reinforced the edges with thick cardboard as an additional protection for the door. Because you are located in Ottawa, and because the door was a large, heavy package, UPS elected to hire the delivery out to a freight company.
During the transportation process, the freight company dropped the door and damaged it. It is a heavy door, and the damage was not only superficial, but structural. I went to UPS about the damage and they put in a claim to the freight company for the damages.
UPS never resolved the matter with the freight company. I checked back several times and was finally told by UPS that it will take a long time for a decision. I gave up on hearing back from them after several phone calls over a few months.
I did not receive any compensation from UPS at all for the damages. So what you are writing here is not factual, and you may want to consider removing it. That kind of thing can get you into trouble.
I haven't heard from you in 6 months. A week ago you sent an email with an invoice for having the door repaired. Five days ago I emailed you asking you if you wanted it by Etransfer. Today you posted your review. After you posted your review you emailed that you didn't see the email asking about transferring the money for the repair.
Steve...you can have your 160.00 that you paid to have the damaged door repaired. Seriously man, check your emails.
Thanks for the stellar review. I have to clarify a few facts that you left out, however. I mean, if you are going to complain about the "brutal customer service" then you should add in all of the facts.
How about the fact that you were called several times over a 2-1/2 week period to tell you your hardware was ready. But guess what? Your voice mail wasn't set up so Nicole couldn't leave a message for you. Hmmm...kind of changes things, huh?
When you reached me on the phone and I asked if you had been called telling you it is ready...there is a perfectly good reason for that. We now have 2 locations. When you called me I was out on an install. I asked you if you had been called because (a) I don't have a computer chip for a memory and I deal with about 60 orders at a time, and (b) If you tell me someone called you to come pick up...that tells me that your order has been packaged up and is ready for you.
When you came to the store for pick up and found your order was not there, it was still at our shop location. We had just moved into our new store the week prior and your order was in the shop with some remaining orders and other items that had not yet been moved over to our store yet. But, you neglected to mention that I jumped into our van and brought it right over to the store for you.
As far as being scolded. I don't think so Brian. And a "rude" text? Brian...it was YOU who texted us! You texted me asking if we were still on for pick up at 4pm on April 29th as per our phone conversation. And you asked for the address at the store. I replied, "That's how we left it. 1611 Dupont Street."
If you think that's rude then I must be missing something. The truth is that I work with my hands in this business. I am a hands on guy. Hands on the tools with my crew. In a very noisy environment. If I sound "rude" on the phone...it's because I am yelling over the noise of saws, sanders, compressors etc. And if my text is short and directly to the point...it's because I am working with tools and have to shut down to answer a text. I like to get texting done quickly so I can get back to building.
As far as there being something wrong with the paint on your hardware, that is the first complaint we have ever had Brian. And I never heard this from you at all. You slipped it into your review here. If there is actually a problem...we have a guarantee on all of our hardware...even the ECONOMY set you ordered. If you would like to bring it in I will be happy to look at it and we will repaint it for you.
Brian, I see you removed your original review after I responded. It seems that you twisted the facts on your first review...and when I addressed them...your review didn't look so good. So you deleted the inaccuracies and posted this new review.
It still stands that we tried to contact you for 2-1/2 weeks to come pick up your order. Your voice mail isn't set up. If there actually was an issue with the finish on your track, no problem. It's covered in our warranty. We will fix that for you. But I haven't heard from you about this. Just here on your review.
I have already addressed why your track was at our shop and the rest of the kit was at our store. We moved into a new location and your track had not been moved over yet. But...I did rush it over to the store when you came to pick up.
Lastly, economy is covered by the same warranty as our premium and artisan hardware.
Thank you Brian and all the best! (Set up your Voice Mail!)