Stony Run Home

I began working with Stony Run in April or May 2013. I went into the shop to meet the design team and owners. There were three employees in the store and while I was the only customer at the time, I had to ask for help. I explained that I wanted to re-do the window treatments and chairs in my dining room. I had a few ideas and wanted to look at fabrics. I was sent upstairs where the fabric books were kept and a few books were found for me that matched the color criteria I gave them. Then I was left alone. I had to go downstairs to again ask for assistance. Finally, there were a few fabrics I wanted to have swatches of so I could check how they would look at home. That required an "order" which, in turn, initiated a pile of paperwork and me filling out nearly as much information as one would give a doctor! In addition, they insisted that I provide credit card information although the swatches of fabric were free. I had to call twice to find out where my swatches were. Neither time did anyone know who I was, despite having given them all that information. In retrospect, I should have stopped there and found someone else. But I made an order and when I did, I was required to pay for all of the fabric, the work, the installation and the taxes upfront. I have had custom-made window coverings, bedding, and pillows made many times in the past 20 years and have only a down payment has been requested. Stony Run never provided a project plan, an expected completion date, or a person to contact. Whenever I wanted to know what the status was or had a question, I had to call and could never--not once--be connected with Lauri or Kelly Fitzgerald (the owners). I could only leave my question with the receptionist (Amy) and wait 2-5 days before the receptionist would call back with an answer to my question. This whisper-down-the-lane communications device mostly left my questions unanswered or only partially answered. Two months went by before I could get a seamstress out to do the needed measurements. Note that I had already paid for 9 yards of fabric before any actual measurements were taken. As it turned out, they had ordered 3 full yards too many, at $58.00 per yard. When I called and e-mailed to ask about this, I was told that I could bring the excess fabric into the store where they would check to see that there were, indeed, three yards left over. When I complained that it did not seem reasonable for me to have to come into the store for them to fix their mistake, I was told I could ship the material back to them...as if that would somehow be less inconvenient for me to accomplish. In any case, they would have to check the unused, unneeded fabric and call the seamstress who they claimed was the source of the error before issuing any refund. This made me pretty upset. The actual work done on the window treatments was outsourced to an independent seamstress (Jackie) who did a nice job. She came to my house to make measurements 2 months after Kelly/Lauri made up the work order with 9 yards of fabric and made me pay for it. Jackie made no mistake. I did not want Stony Run to stick her with their error. That is when I decided to simply forget all of this and write a review on Angie's List. The experience was just terrible. In my opinion, Kelly and Lauri Fitzgerald have very little sense of customer service.