WALLCOVERING LTD

"There are several inaccuracies in this report: First, he didn't mention that he had taken well over a week to make his decision regarding the floor-warming system. This was the first item on which he was given a quote and didn't visit our store in regards to the tile until well after that. Once he did place the order, we immediately placed the order with our supplier to ensure his job could commence as quickly as possible. He did not call "within 1 hour" of placing his order, though he did call within a day. He did claim that he had a "3 day grace period," and this is simply not true. It has nothing to do with the mat being custom made -- it isn't and he was never told it was. It has everything to do with the fact that, with the exception of mortgages and certain other contracts signed in the home, there is no such thing as a "3 day grace period." My company ordered material based on a decision that he made over the period of a week and then signed for. To cancel that order, my company would have incurred cost (the supplier had already pulled the items he ordered from their warehouse and was in the midst of shipping them -- they charge to find and pull orders from the line). I offered to hold the order for 24 hours and allow him even more time to decide whether he wanted to continue with the order, or cover the cancellation charges. He chose to continue with the order without us placing the hold. As for the additional tile -- we never visited his home or made our own measurements. We based our quantities on measurements he gave us either from his own measuring or from measuring done by his contractor. We placed orders based on that, and yes, we were able to cancel his order at no charge when he decided to go a different direction (apparently matching the tile was not of great concern as the tile was going underneath cabinets). Again, the lack of the cancellation charge had nothing to do with how quickly the member canceled, but was rather because the tile vendor we used doesn't charge to cancel orders. Our paperwork states that our restocking fee is up to 25% -- it may be zero, or the full 25%, it just depends on the costs we incur when a customer changes their mind. We do our best to ask for favors from vendors to prevent these fees and do not make a profit on these charges. He was in our store recently and appeared very happy and made no mention of his dissatisfaction. Had he mentioned something to me or one of my staff, rather than just posting a negative review on the internet, I would have certainly seen what else I could do to satisfy this customer. We have a 35-year history and a great reputation and following in our area, and this has everything to do with our commitment to making our customers not just happy, but thrilled with every project the do with us."