Foam n' More & Upholstery

Description of Work: Foam and More Summary: On 3/29/2012, Foam and More(hereafter; F&M) picked up my chair&ottoman for re-upholstery. I delivered 15yds of fabric, a detailed Work Order list of job requirements and paid a $500. deposit on 3/30. F&M promised the chair/otto ready in 3 weeks(they took 10 weeks and the job is poor). I reviewed the Work Order requirements on site with the owner (Ross) and the clerk who wrote up the order. After about 4 weeks, I called, the job was not even started. I began to follow the job weekly. Each week I followed up on the work and either no work was done at all, or what work had been done was done wrong. When I referred to: "What does the Work Order say is required?" They repeatedly looked at me blankfaced(including Ross, the owner) and never referred to the Work Order throughout the job which would have given them specific direction. F&M did whatever they wanted to, regardless of Work Order Specs, and repeatedly had to do work over since I consistently refused to accept the job they did. Many times I arrived to discover NO WORK was done at all the prior week on my chair/otto. It just sat there. I told Ross it was a 40 mile trip to the shop and why didn't he have someone call to tell mt NO WORK was done that week? He suggested "I callahead first'. In subsequent weeks, when I called, he would not take my calls. The last 3-4 weeks they had the furniture, I was going there 2 times/week to review their work and get the work done and out of there. After some Work Order feature was done wrong, Ross would tell me: " That's just not possible to do........[not only what I was asking for POSSIBLE; it was common. ]. I am experienced at this, having had numerous pieces recovered/rebuilt over my adult lifetime. When dealing with Ross or one of the desk/order takers, they were always very nice and polite. And, the work was always wrong. They never seemed to prioritize the job to get it right. (See the Bullet Points below for the 'what they did wrong' list) . I requested prioritization based on the obscene manner my property was handled and I got a polite look or comment and no action. F&M took 10 weeks to finish them well enough to get the chair/otto out of there. On delivery day, I had to call 4 times as they made 3 delivery promises and did not show up for any of them. There was [as usual] no call from F&M to tell me they would be late. No common professional courtesy. I received a chair /otto from F&M that bears little resemblance to what I wanted, what I specified in writing to them and what I paid for. F&M deducted what was not done according to the Work Order and original est. at the end. I still paid $732.07. It took 10 weeks to get a mediocre job using mediocre materials in the end(see bullet list below). A potentially joyous occasion of having this wonderful 'new' chair/otto was just a sad day of getting them back and out of their possession. At least one cushion is going to another uphostery company to get redone. The cushions will go elsewhere to get the proper Feather/Down fill. The experience was a nightmare. I had previously had items done at F&M that were done well. This was not my first experience with F&M. It's disturbing that F&M would treat any job, or any customer the way they handled this work. Some of the 'lowlights' of dealing with F&M are listed below (Work Order Specs are shown in parenthesis).* Upholstered the entire chair/otto using the back side of the fabric. No contact to ask me. Job had to be completely re-done.* They est'd. fabric at 13 yds. I provided 15yds and had to order 1yd more additional at the end because they used it all in do-overs.* Created Self Fabric Piping and sewed Piping on all of the cushions. (Work Order stated No Piping on any of the cushions)* Called (the only time) to 'what style of nailhead trim I wanted?' (Work Order: Trim: Double Roll Welt made from fabric provided)*Cushions: They did not match the floral pattern top/sides/bottom (Work Order called for matching the pattern at the seams on all cushions). Ross told me mismatched seams were 'the way it's always done'. When I refused to accept the cushions it took approx. 4 more weeks and they are still not matched on the bottom side of the chair cushions. Root Cause: the cut-out of the fabric was done without regard to matching the pattern at the seam. The cutout was random. F&M just sewed random cut pieces together. So they did not match. Wrong from the beginning.* Cushion-Ottoman: Same as above. No match of pattern at seams. Weeks to correct. (Work Order stated ' match the pattern at the seams)* Cushion Fill: F&M used cheap Poly-Fiber-Fill for all the cushions. I objected and got nowhere. (Work Order: Feather & Down. I paid for in the estimate-later removed.) * Back Cushion on chair: This cushion is about 25% larger than the original Feather/Down . It's too big. Looks awful. Difficult to sit on the chair without feeling of being pushed off the chair. The fill is too much. I requested fill be removed. Ross told me it was. However, I doubt it. Top of cushion fabric didn't match pattern at seams. He told me that was changed. I provided another 1 yd of fabric so it could be completed correctly. I have the chair in my home now; correction of mismatched fabric was never done. So was the promised fill removed to improve seating comfort? Should I believe that? Cushions are going to get re-filled at another company. And specifically this cushion will get re-made elsewhere.*OVERALL : The chair/otto job is disappointing at best. The experience at F&M was a nightmare. Every time I look at the chair I relive the negative experience.