DAVID WALLER INTERIORS

"Thank you for the opportunity to respond to (Member name removed)negative review. First, I would like to point out that David Waller Interiors has been in business for 40 years, with many happy customers. We pride ourselves on providing excellent design ideas and service to our clients and their projects. Many of our clients are repeat customers, who know from past experience that their projects will be handled professionally, efficiently and for a fair price. (Member names removed) came to our showroom looking for floor tile for their condo. They also indicated some possible interest in kitchen cabinetry in the future. They selected floor tile only and scheduled an appointment for me to measure floors at their residence. Since they had indicated a future interest in kitchen cabinets, I also measured for cabinets so as to be able to provide that estimate without any delays once they were ready to make their selections. During their initial visit to our showroom (Member name removed) told me that if I gave him a “great price” he would “consider” purchasing the kitchen cabinetry from our company. I felt at that point that “price” was more of an influence on his decision than quality and service. I advised him that many of our clients have a level of trust with our company and leave town during renovation, knowing the job will be completed on time with quality workmanship. Knowing that (Member name removed) was “price shopping” I negotiated the best prices possible with my tile distributor and tile installer and presented an estimate that was 15% under my retail price. When I called (Member names removed) to ask if they were ready to proceed, (Member name removed) informed me they had contracted with another company for the project because their installation was .25 cents per square foot less than ours. At this time (Member name removed) said they were still interested in getting design ideas and a proposal from us for the kitchen cabinetry. Since they had not made any selections for the cabinetry, I explained I could give a broad estimate based on the latest trends, but would need more specifics (cabinet selections, door style, paint or stain choice, etc.) in order to give an accurate estimate. (Member name removed) requested a CAD drawing, which I explained we could provide after receiving a deposit on their order OR a $100.00 design fee (which would be credited towards their purchase). From a business stand point, we cannot just give our designs and CAD drawings to potential customers until we have a commitment from them. Had (Member name removed) been willing to pay the $100.00, he could have had the CAD drawing and my design ideas and taken them anywhere he chose. (Member name removed) states my estimate was “missing something” or contained “major errors”. The only thing missing was the specifics on items they had not selected yet and their ability to understand that I cannot quote a project accurately until I have all the information required. After explaining this a week or so went by and (Member name removed) scheduled a showroom appointment and finalized their selections. I then submitted a proposal detailed with an itemized list of materials and labor required to complete the project. (Member name removed) still requested I prepare the CAD drawing for him without any compensation or commitment to use our company. Due to my experience with him regarding the floor tile I respectfully declined and had no interest in doing business with him."

"The customary time frame for a kitchen remodel comparable to this customer's is 6-8 weeks after receiving a signed contract and deposit. Admittedly, 6 months is an extraordinary length of time for completion of such a project. This delay was caused in part by the departure of the sales person who started the project. Ultimately, the owner of David Waller Interiors took over the project. Since that time, this company has taken several measures to insure such delays do not happen in the future. More sales personnel have been added, as well as cross training each sales person to be able to fill in wherever there is a need."

"Unfortunately, and due to circumstances beyond our control, vendors discontinue items every day. By the customers own admission, we called to verify her selections were still available and were told they were. Then after placing the order, we were advised some of the items were no longer available. Unfortunate for all involved, but not something we had any say in or control over. Our refund policy is clearly posted in several places throughout the store. As is the policy for most businesses, we do not give refunds on "special order" items. These are ordered specifically for the customer, we pay for the items and are unable to send them back if the customer changes their mind or orders too much. In this case, the customer provided their own measurements, even though we offered to go to their residence and measure (at no additional cost). We ordered the wallpaper, based on their measurements) and they ended up with one more roll of paper than needed. Had we done the measurements we would have gladly admitted our mistake and "absorbed" to cost of the extra roll. The customer states she felt she paid too much. The price was quoted prior to any deposits being collected or any order being placed. If she felt the price was too high why did she consent to the order?"