Designer Furniture Services

I was very pleased with the modifications they made to my media center. Not only did they achieve the functionality that I was looking for they took it a step beyond and made it look like it wasn't modified but built and designed the way it turned out. They get busy at times and response can be a little slow but if you are patience the work is fabulous.

Had an unfortunate experience with this company and sadly would never do business with them again. We had used them once before on a previous job and found that we had to submit photos of the repair to be done via email, then wait several days for a response and quote at which time we could then proceed to schedule the actual repair with them. It was tedious and drawn out, waiting several days for them to respond, and then having to wait at least three weeks for the repair to be completed. The work itself was satisfactory and so we decided to use them again on another repair, despite the long wait time. Our second dealing with them, did not go as well. After following the same process as described, we had no response and had to call. We were told that the employee we were emailing was no longer with the company. No process had been put in place to retrieve correspondence and our information had been lost. We resubmitted the information again, having lost two days already of waiting. It then became a constant follow up on our part, calling and being told that we had to wait for the owner to look at the photos so they could give us a quote. On four different occasions, I had been informed that we would be contacted later that day with a price from Tracy and yet no one followed up. At this point we lost almost another week of waiting. On the fifth attempt to get some sort of response, one of their employees who understood our frustration, took matters into his own hands and walked the quote in front of them to get me a price while I waited. This was after almost a week and they had not even looked at it. A price was finally given, accepted and an appointment made for the repair to be completed. Another week out of waiting. As it turns out they only do field repairs on two days of the week, something of which we were unaware of and really should create a "time is of the essence" situation on their part because of the limited time slots available. The day of the scheduled repair, I personally called to confirm that they were on time and was told that indeed, the service man was on task to be there within the hour. An hour and a half later, I received a phone call from an extremely irritated homeowner, who had been waiting for someone to show up and had not received any phone call. I called immediately to find out what the issue was and was told that the service man had been "held up" at another job. Although these things happen, no one made any effort to communicate that information with the homeowner or our company. The homeowner was rescheduled for another week out before the repair could be done. I was informed by the homeowner that she was so frustrated that she did not want to have this company in her home, finding it very difficult to communicate with them or get any type of return phone calls. I called to cancel the appointment on her behalf and asked to speak with the owner. Tracy herself took the call and I began to explain to her both the homeowner's and our frustration. It was this final experience that lead us to the decision not to work with this company .When trying to explain to Tracy why we were upset, she has short and uninterested. Her apology on the phone was generic at best and her attitude was one of disdain. After canceling the appointment, I made an attempt to suggest that they needed to have better communication. It was as though she was annoyed that I was bringing this to her attention and she cut me off with a thank you and have a nice day. dismissing me and ending the conversation. It was truly disheartening to hear an owner have that type of an attitude with another professional, especially after they there was an error on their part. I would hope that they take this review into consideration and re-evaluate their process and discuss better ways to improve with clients in these types of matters.