MASON UPHOLSTERY & FABRICS

The initial work was completed quickly, but they applied the fabric railroaded (sideways) on the chairs. That was not wanted or specified. The owner was apologetic about the mistake, didn't know why her worker had done that, she was frustrated and angry but promised to resolve the issue. She told me they were busy and it would take time to get to it. About a week later, the worker returned to my client's site, retrieved 2 chairs and returned them about a week later and picked up the remaining 3 chairs. The returned chairs had the fabric oriented correctly, but the workmanship was sloppy. On one chair seat, the fabric was not level, it patterns sloped down on the right. On the other chair seat, the corner seam on the front left was not on the actual seat corner causing the cushion to be pulled off square and it looked off and sloppy. I contacted the owner and told her there were issues with the two chairs that were returned. She again expressed frustration, told me the fabric was hard to work with and they were very busy, she would let me know what they could do. A week later she contacted me to let me know they would be returning the 3 chairs they had. I reiterated that there were outstanding issues, and asked her to please personally inspect the workmanship on the 3 chairs they had to ensure they were good before returning them. At that point she delayed the delivery by 3 days, and claimed her worker had injured himself and was unavailable. On the Friday she rescheduled to return the 3 chairs, she notified me immediately before delivery at 4:30 PM with no notice, so I could not be present to inspect the chairs. She told me that she had checked them and that they were perfect and no one could do a better job. I again asked about the 2 chairs that had issues, and she informed me that the worker would address the problem on-site, but he would not pick up the chairs and rework them because they had already spent too much time on this project. I said I hoped he could fix them, and the client was not going to accept chairs that were not well done. The worked delivered the chairs and announced to the office staff that he would not be paid to redo the 2 chairs again, he had no more fabric and he would not take them back to be reworked. The staff was upset and called the owner/my client. The worker was upset and called Mason Upholstery, who apparently confirmed not to bring the chairs back. They all called me irate. During this flurry of angry phone calls, the worker took the two chairs at issue and returned to the shop. The owner confirmed that she "screamed at him" for not following instructions and had him immediately turn around and return the chairs. In the process, one chair became soiled. Jo Mason called me, told me she was 'done,' claimed that the office staff could not identify any issues with the chairs but they would probably change their minds but she would not do any work for them again. It had been a rough day, I told her I would inspect the chairs on Monday and get back in touch with her. Monday I inspected the chairs, the two chairs at issue were not fixed, and now that we had all 5 together again, it was very obvious that the pattern match on the 3 chairs done together did not at all match the 2 chairs done together. The pattern matching was not a deal breaker if we could position the chairs grouped accordingly, but the 2 chairs with issues looked so shoddy that putting them next to each other only made them look worse. I photo-documented the issues with the chairs and emailed them to Mason upholstery, volunteered to procure more fabric for the job and asked her again to fix the two poorly done chairs. They did not acknowledge or reply. Followed up, and still had no reply.