SUNSET STRIP UPHOLSTERY

My finished sofas were not done professionally by Sunset Strip Upholstery. Numerous wrinkled areas on sofas, cushions turn after sitting on them, arm covers do not even fit. This poor workmanship becomes more revealing as time goes on. The elastic has broken that held the seat cushion in place. There are side clip which the elastic is attached to since the cushion is one long piece. This was an original feature with these Ethan Allen love seats. Sunset Strip never replaced the elastic but reused the old!! That elastic had to be 25 years old!. The cushions are curling up and rolling the more we sit on it. I am sick about the work done by this company. Hopefully, these classic love seats can be repaired by another company.

As of this writing, the fabric has wrinkling more, the arms on each sofa are different sizes, the arm covers do not fit, the kick pleats are puckered as well as the piping and the elastic broke!!! It seems he reused the old elastic! The elastic was positioned to hold the one long seat cushion in place.This elastic had to be over 25 years old!! The seat cushions curl up; my husband calls the cushion "potato chip cushions". I am going to have the sofas fixed!

I called Sunset Strip & Upholstery - referred to me by a local furniture restorative service (now retired) – after looking over their website. A lady transferred my call to Tom, Jr. who explained the process of restoration. I asked for a 'ball park' price of restoring my large old rocker (Note: I paid $10.00 for it at the Goodwill resale shop - most all paint worn off, but in good rocking condition). Tom Jr. quoted a price of between $218.00 and $234.00 for the restoration of the rocker. To me, that was a highball amount I would not have expected to be much, if any more. At the time, it seemed the referral, website, representative and restorative recommendation of Sunset Strip & Upholstery were indicative of good quality work. I decided to have the rocker restored, and to bring along two plain, small wood tables (dinner tray size and smaller) for a quote, and have them restored as well. I have a copy of the ‘estimate’ – appearing to be unclear - with some, but not all charges listed and no total balance. When I asked Tom Jr. about the charges and final balance, he avoided discussing them, even after I had given a deposit of $60.00 (my contribution ‘in good faith’). The charge of $290.00 for the rocker was a great deal more than the ‘ballpark’ quote that Tom Jr. told to me over the phone – but that was only part of what he was planning to charge me for work on the rocker! The charge for the tables seemed pricey. On pick up date, it became apparent and questionable as to whether the ‘strip’ process was rendered at all, as watermarks remained visible – yet, we were charged for the service. My copy of the ‘final bill of sale’ charges - some added on with black marker pen, and a total balance were beyond justifiable, and had not been previously discussed with me at any time – neither when I’d brought my furniture in for face to face estimated quotes, nor when I’d asked for a balance. I was shocked and disappointed to find I had been lied to about the intended cost of service when presented with the ‘final bill of sale’. Injury added to insult - seeing my furniture after the so-called ‘restoration’ – in NO WAY professional/good quality condition - spelled loudly and clearly the need for an advocate on my behalf. If I had known about Angie’s list prior to this ordeal and had seen the ‘F’ ratings for Sunset Strip & Upholstery from other unsatisfied customers, I would have avoided using Sunset Strip & Upholstery’s service. The Rocker: I requested that the color stain (cinnamon) that was on my tables be used for the rocker, which matched our hearth’s mantle. Tom Jr. warned that the rocker, being made of pine (“thirsty”), could turn out somewhat darker than the tables. I said that would be alright - me thinking in terms of along the same hue. As it later turned out, the restored rocker was an unattractive dark, reddish brown; no match for the tables, nor for the mantle. As for the rocker's reconstruction,Tom Jr. told us that they would completely disassemble the rocker and make any necessary repairs before reconstructing it with glue. My husband (weighing approx. 230 lbs.) sat and rocked in the rocker and said it did not feel sturdy. I noticed a nick in the seat of the rocker that was not there when I’d left it. It looked as though something had dropped on it after it had been stained, exposing lighter wood beneath the stained surface. Tom Jr. said they could fix that. That should have been repaired before we came to pick it up. The Tables: Watermarks were still visible on the restored tables – the same ones that were on them when I’d left them to be refinished. Why? The tables were supposed to have been stripped. The strip charge for the two small tables was $68.00, and the ‘finish’ was a whopping $168.00. The stain color used was much the same. Just a note: the tables, ideal to sit along side chairs, were given to us ‘as is’ with watermarks. Before leaving my furniture at Sunset Strip, I was asked to read and sign a bill of sale estimate with its stipulations: • - DISCLAIMER; THIS COMPANY SHALL NOT BE RESPONSIBLE FOR CONDITION OF WOOD AFTER STRIPPING PROCESS. I DO HEREBY WAVE, RELEASE AND RELINQUISH RIGHTS TO CLAIM. • - PAYMENT IS DUE UPON COMPLETION OF WORK. CUSTOMER STATES ANY CHANGES TO BE MADE AT SALE OF JOB. ANY NON-STATED ADJUSTMENTS WILL BE MADE AFTER BALANCE IS PAID IN FULL. • - A $1.00 PER DAY, PER ITEM STORAGE FEE WILL BE ASSESSED 30 DAYS AFTER NOTIFICATION OF COMPLETION. UNCLAIMED ARTICLES MAY BE SOLD 30 DAYS AFTER NOTIFICATION I obliged, read and signed but the bill was incomplete. There were amounts listed on the top portion of the bill, but no total balance. I asked what the balance would be upon pick up. There was a charge of $290.00 for the rocker - $60.00 more than Tom Jr. had quoted over the phone to me, and with no explanation. I did not know that the amount was for the ‘finish’ and that it did not include the ‘strip’ amount of $90.00 and the ‘repair amount of $124.25 (not listed until the final bill was made out when I came to pick up my furniture). I was left to think these last 2 charges were included in the new price of $290.00. I did not raise any questions except to ask how much I would owe for my three pieces of furniture after restoration. I wanted to know because I had to put money aside. I trusted that good quality work would be rendered. I offered to pay a deposit of $60.00, which I was told was unnecessary, but I decided to pay it in good faith. All the while I asked Tom Jr. for a remaining balance, he avoided telling me what the balance would be, and instead, redirected my attention, repeating that a deposit was unnecessary. He took my deposit and listed it on the bill. It was not subtracted until the day I went to pick up my furniture. On that day, March 11, 2016, all charges were filled in and tallied. It became apparent there were charges that I was not made aware of, but had been led to believe I was to pay a balance of $395.00 ($455.00 minus my $60.00 deposit), what seemed to be the total amount. . Fast forward to week 5: Tom Jr. calls and says the furniture is ready 1 week before the scheduled date for pick up. I asked if my furniture would not be in the way, could we please keep the original pick up date.Tom said that would not be a problem. March 11, 2016 – day of pick up: Tom asked if I had brought my bill of sale copy with me. I said no; I’d left it at home. Tom said that was fine and went to write up the bill. Meanwhile, my husband and I checked the furniture and noticed the aforementioned flaws. We conversed in short with Tom’s dad, Tom Sr.. Then Tom Jr. handed me a copy of the bill on which he had written the charge amounts in black marker next to the headings: STRIP: $158.00, REPAIR: $124.25, FINISH: $455.00, TAX: $49.76, DISPOSAL: $19.20. (Disposal? What did they have to dispose of that cost me $19.20?) Note: I did not speak with Tom about the watermarks, rocker stain, nor stability. Why? THE GRAND TOTAL BILL: $806.21 - Double the amount of the $395.00 I was led to believe was the balance. The new bill showed the deduction of my $60.00 deposit leaving a remaining balance of $746.21! My original copy was void of the above hidden charges, given this bait and switch gauge balance, purposely concealed Three different times when I told Tom that was NOT what he wrote on my estimate, (but I was led to believe I owed the amount I brought with me), he insistently and nonchalantly, repeated “BUT YOU SIGNED”. Those are not fitting answers to a once trusting customer in shock and dismay, having to leave their possessions behind instead of taking them home. Terribly disappointed, I said I’d have to get back to them and vacated the premises. All pending, I have 2 copies of the estimate/bill: sans all charges/no total, and with all charges; totaled. Sunset Strip has my furniture, my deposit and several BIG FAT Fs on this report. Note: The day of the furniture pick up, Tom Jr. told us that he had more work on the board than he could handle and was having trouble finding help and getting the work out. He said someone young and inexperienced was doing their work, and what they liked about him was that he got mad at himself when he made a mistake - a sign to Tom of good character, and that’s why they were going to keep him. Hmm, makes one wonder if they overcharge customers as payment for their novice’s learning process/mistakes. At any rate, the customer not only gets a lousy job, but is also expected to pay a price above what one would pay for an excellent quality job. Why hire amateurs to perform work that requires a certain degree of skill, resulting in poor quality production, while taking advantage of unsuspecting, hard working customers; expecting them to pay double and triple the price for poor quality work; making them the scapegoat for faulty business practice? If Tom Jr. would have been honest with me and told me the total bill of sale would be $806.21, when I first came to Sunset Strip & Upholstery, I would have left with my furniture. That was known beforehand to be sure. But, as this played out, I’m most glad to have found out about Angie’s List from a friend. Now, hopefully others will be forewarned.

My wife has an antique dresser, built in the 1880's, that needed two things done. First, it needed the mirror frame rehung in the mirror supports, because a previous restorer did a lousy job of drilling for the hardware. Second, it needed a new mirror - and the new mirror needed done differently than normal because this mirror frame has a groove for the mirror, not furring strips to hold the mirror in. This means that the mirror needs knocked apart, the glass dropped in, and then the frame needs glued back together. Here's how it went with Sunset strip: --1/17/2014: I was quoted 2 hours of work plus materials, and told it would be 1.5 to 2 weeks. Great! --1/31/2014 (approx): I hadn't heard anything, so I called to check in. I got the front antique store desk, they took a message, and said I'd get a call back. --2/4/2014 (approx): I called again, and was told it wasn't ready, needed another week --2/11/2014 (approx): I called again, was told that the guy's dad had taken the mirror frame so that he could measure it for glass --2/18/2014 (approx): I call again, was told that the frame was back, but not ready yet --2/21/2014 (approx): They called me, asking if I approve of the price for materials for a mirror ($10). I of course approve --2/25/2014 (approx): I call and see how the mirror is going. He says "a couple more days" --2/27/2014 (approx): I stop in the shop, he shows me the frame and says it's been squared up. Talks about how he's waiting on his dad to be able to go and cut some glass for the mirror. He then gives me some explanation of how they're going to just use a smaller piece of glass to drop in, and then use some wood to nail in and hold steady. I remind him that what I wanted was for the mirror to be set as it was originally designed. Back and forth we go till I convince him that he needs to do it right. I go talk it over with my wife, and we decide to pull the project. I'm charged $37. When I get home, I'm 99% certain nothing was done. The mirror frame didn't need to be squared - the setting of the hardware is what needed to be squared, and nothing was clearly done with that. At best he didn't listen to what I wanted, at worst he's fleeced me and tried to fleece me some more. Either way, I'm not going to ever step foot in that place again.

I have an antique bookcase that is about 50 years old in fairly good condition but needs to be refinished. I stopped in at Sunset Strip in early May to look at their shop and get some read on the quality of work they do. What nice people, they really are. I liked them immediately and so would you. The guy who actually does the preparation on the items to be refinished gave me a quick tour, showed me some of the furniture that they recently finished- very good work in my opinion. I was impressed with their shop and the work that was already completed. I then got to talk with Tom who owned and managed the shop. Very professional and knowledgeable fellow. He knows his business. He asked me to send a few pictures of the book case that I wanted refinished so he could give me an estimate.. So I went home, took a few pictures, e-mailed them back to him- early May. No response, so in early June, I resent the pictures and an e-mail reminding him that I was hoping for a quote by now. A month passed by again, and I called and asked to talk with Tom- he's not in, but I could leave a message, which I did. Never received a call back or a quote via e-mail. So, here it is, July 29, almost 3 months later, and I realize that I'm not going to get a call back, or a quote, and certainly Sunset is not going to get around to doing my book case which has been setting in the same spot in my garage for 3 months. So, if you are lucky enough to find them open, take your piece personally to them, and be willing to wait a year or so, you may be pleased with their good work.. But I wouldn't count on it.

Very satisfied with the work. Tom was very professional, helped me select the fabric and kept within the estimate quoted. The sofa is much firmer and does not look or feel like it is 17 years old. Even after one year, it is still in excellent condition and lools like new. Because, there was a problem with delivery on the expected date, they made me extra throw cushions, which I had not ordered and kept me informed of the delay. I would use them again, and recommend them.

I loved Sunset Strip and have used them in the past. There work is exceptional! There is no question about that! However, this experience was completely different that the other I had had. I dropped the tables off in July. I was told that they were backed up and may not have them completed until Labor Day. That was not a problem, since I didn't have an immediate need for the tables. Labor Day came and went and I heard nothing. I started to call to check on the status of my tables. No one would return my calls. I was getting concerned that something had happened and I began calling daily. I finally got a response that they had misplaced the record of what finish I wanted and the work had not been completed because of that. I was not happy, but at least my tables were OK! I confirmed the finish and was told it would be a week or two. After two weeks, I started calling again and got the same lack of response. I finally told the woman who was answering the phone that my next call was going to be to Joe Paganakis from Channel 5 and that got a response immediately! My tables would be finished the next day -- coincidence? I wasn't able to pick them up until the weekend, but there was no problem with getting them from the antique store in the front of the building. When I picked them up, there was a 20% discount off the total, which was nice, but no communication from the company. From start to finish, the experience took almost 4 months. My tables are gorgeous, but I left there very disappointed. I loved this company and really wanted to give them more of my business, but I can't go through that again. If they ever get their customer service together, they will be amazing! Until then, I recommend their results, but NOT the way they do business.

CALLED TO HAVE AN ESTIMATE DONE TO REPAIR SOFA SPRINGS. WAS TOLD THEY WOULD CALL ME BACK TO SCHEDULE SOMEONE TO COME OUT TO SEE REPAIRS NEEDED AND GIVE ESTIMATE. THEY NEVER CALLED TO SET APPOINTMENT.