427 Main Street
East Greenwich, RI 02818
3D Rendering, Basement Design, Bathroom Design, Bedroom Design, Closet Design, Custom Home Bars, Custom Walk-in Closets, Drafting, Energy-Efficient Homes, Floor Plans, Green Building, Historic Building Conservation, Holiday Decorating, Home Office Design, Home Theater Design, House Plans, Interior Design, Kids Bedroom Design, Kitchen Design, Laundry Room Design, Lighting Design, Living Room Design, Nursery Design, Playroom Design, Space Planning, Sunroom Design & Construction, Sustainable Design, Universal Design, Wine Cellar Design, Kitchen Remodeling
Barrington, Cranston, Cumberland, East Providence, Greenville, Hope, Johnston, Lincoln, North Providence, North Smithfield, Pawtucket, Providence, Riverside, Smithfield, Warren, Warwick, Woonsocket, Adamsville, Coventry, East Greenwich, Exeter, Jamestown, Middletown, Newport East, North Kingstown, Saunderstown, West Greenwich, West Kingston, West Warwick, Little Compton, Newport, Portsmouth, Tiverton, Bristol, Westerly, South Kingstown, Richmond, Narragansett, Hopkinton, Charlestown, Block Island, Scituate, East Side, Burrillville, Foster, Glocester, North Scituate, Wakefield
Nathan is a 2016 recipient of the National Kitchen & Bath Association’s NKBA 30 UNDER 30 award, which recognizes design professionals in the United States and Canada as outstanding professionals in the industry under the age of 30.
1.Re: “My husband and I hired Nathan Reynolds of Insperiors, LLC, to design our bathroom remodel in November of 2016.” Both you and your husband did hire Insperiors in November. The date was 11/26/16. At that meeting, we required a retainer of $3,000.00 to hire us for our interior design services for your bathroom design. Your husband Alan had a problem with paying the retainer in-full. He decided to only pay us $1,000.00. We did explain that this was against our policy, however, we did permit this to make him feel more comfortable as he had expressed concerns paying a company in-full. We learned that we should never go against our company policy to make a customer happy—because in the end, they never remember the exceptions you make for them in an effort to make them happy and satisfied. It only backfires—clearly. We tried to accommodate you and your husband’s requests about the payment structure, and it went unappreciated. All while we maintained our standard for exceptional customer service and inspiring design ideas.
2.Re: “All was going well until two weeks ago when I provided him with a check for $4,400.00 to place an order for a double vanity, and then changed my mind due to design changes and cost. He assured me that although he deposited my check, he would refund our money in full.” The check you provided was in the amount of $4,404.38 on Saturday, 3/11/17. This check payment was for a double vanity. Please refer to the bottom of the invoice that you signed agreeing to the terms and conditions of that sale: “Special order items cannot be cancelled or returned.” This is clearly stated on the bottom of page-1, 6-lines beneath your signature. On that same day, Saturday, 3/11/17 we received a call from you while we were out with family, that you wanted to put the vanity order on hold and needed to speak with your husband about it because you were worried what your husband would think of the cost. This surprised us as we had designed 5-different types of vanities (not including the added design elements you requested) for you ranging from $1,625.20, $2,310.00, $2,460.12 and $2,855.78—all before sales tax and delivery. This too, was before you had decided to make design edits to the vanity to take it from a simple vanity to have a lot more design details; such as a countertop storage tower for additional storage that was 4’ tall, two raised panel valances over each sink, a decorative toe-kick valance at the bottom of the vanity, and finishing all of that off with a two-step crown molding near the ceiling. Yes, this does make the price of your vanity rise as we had discussed and I had mentioned to you, that all of the previous pricing was for vanity only, not the additional cabinetry and molding pieces. (Please refer to the pricing proposals and corresponding drawings sent via email and/or presented to you in-person, dated on 11/26/16, 1/3/17, 1/8/17, 1/19/17, 2/1/17.) You were going to call me on Monday to let me know what direction you and your husband were going in. I did not hear from you. In fact, I have several text messages from you during that week with no mention of a decision on the vanity; rather they were all in reference to the electrician bids and tile bids and delivery of product. It was only until, 3/14/17 that you had requested a meeting to review the design of the vanity in person at your home on Thursday, 3/16/17 with you and your husband—again not cancelling the order. We then met at your home on Thursday, 3/16/17 in the afternoon where you informed me that you had purchased a vanity later that past weekend and would like to have a full refund. We informed you that we would refund you, however, you did owe us the $1,800.00 for the retainer that was unpaid since 11/26/16—unpaid for close to 4-months—and it was also mentioned to you that there would be an interior design services invoice with a balance due. We clearly mentioned to you and your husband at that meeting that we would be refunding the vanity less the difference of what you owe Insperiors, (retainer balance and interior design services invoice). Again, we learned for a second time that we should never go against our company policy to make a customer happy—because in the end, it backfires. We could have informed you that we would not permit you to cancel your vanity order as it was a final sale and you signed in agreement to the terms and conditions of the order. However, we made an exception for a second time and made an effort to make you a happy and satisfied customer and you did not appreciate our efforts to cancel that order and to refund you the remaining balance less what you owed to Insperiors.
3.Re: “Without going into all the details, we eventually received a check in the amount of only $1500.00, along with an invoice detailing what we owed him to date. I had specifically indicated at our previous meeting that we would prefer the full refund and would happily pay what we owed him separately, which he verbally agreed to. He used our vanity money to pay himself, and tack on an additional $1,000.00, before we received any additional invoices.” The check refund you received from Insperiors, LLC was in the amount of $1,548.38. The breakdown of the credit refund back to you was outlined in detail in the letter dated 3/17/17. You did mention that you preferred the full refund at our previous meeting, and we mentioned to you that we would not be doing that. (We preferred to have our retainer paid in-full back in November.) We were working and providing interior design services to you and your husband for close to 4-months while not being compensated for our time and efforts—you still received our interior design services and deliverables, yet, we were not paid for them. We did provide you interior design services invoices dated 1/8/17 and 3/17/17. Ultimately, we provided you a service, met with you, your contractor and trades at every request, took and responded to every call, read and replied to every email, read and replied to every text message, and designed a functional and beautiful bathroom while assisting in specifying most of the product and materials needed for your bathroom design and remodel. It’s a little late now to say that after all of the work and services have been provided that you just don’t feel like paying the bill. Would you file taxes for one of your clients and not get paid for them ahead of time? My accountant certainly would not. Would your husband provide chocolate fountain catering for a wedding and not be paid in full prior to setting up the day of the wedding? I think not. We made every accommodation in working with your financial situation and budget to make you a happy and satisfied customer. Being paid for the design services rendered is one exception we will not make. We do not work for free and neither do you.
4.Re: “We would have gladly paid him for every minute of his time, and never did we ever expect to be taken advantage of. It's very disheartening to learn that someone's word and character was not at all what we thought. Appearances may indicate he's very successful, but misappropriation of client's funds is never an ethical or accepted business practice. Shame on us for being so trusting.” We are sort of confused by your negative comments. You owed a balance due to Insperiors since 11/26/16 and we did not charge you any additional interest; which in our contract we had the right to do. We made an exception to accommodate your husband’s payment request for the retainer in an effort to make him more comfortable. You took advantage of the time-frame to pay the balance owed. You also would not have paid the interior design services invoice due as you had sent us text messages stating you needed the vanity money back to pay bills—clearly, we were not getting paid for our additional design services rendered. This is the first negative review we have received in the 4-years we have been in operation. We take this very seriously. We also do not take slander lightly and do not want to be involved with clients that are negative and forget exceptions made for them. Shame on us for being so trusting of you.
We work daily to inspire our clients to live in the best environment that fits their lifestyle, their budget and their needs. We help our clients to Get Inspired! We enjoy collaborating with our clients as they appreciate our design time, our design services, and our passion for inspiring beautiful spaces. We learned that there are some people in life, and in business, that you just can’t make happy—no matter how many times you try and make exceptions for them to accommodate their requests, and no matter how well you provide an exceptional level of customer service to them. Brenda (and Alan), we wish you the best in completing your bathroom design and remodel.