Response from The Closet Factory
We apologize for any misunderstanding that occurred between [member name] and our Company. I have personally communicated to [member name] that our representative, who up until the point of his second complimentary visit to her home, had an excellent rapport with this member, was following our Company policy. (I reviewed the email correspondence chain between our Design Consultant and this member, which indicated everything up until this point was positive, collaborative, and moving forward). This complaint comes from [member name] asking to make a copy of the second set of plans that we created for the space, which were changed and altered during this second visit. Our Designers are instructed not to leave incomplete or inaccurate plans with clients, as this causes more misunderstanding of what is/and what is not included than any other single thing when designing custom spaces. Our designer tried to explain this to [member name] during the visit and told her that he would make the changes that were discussed during that second visit and email them to her the next day, which he did. When [member name] kept insisting for copies of these incomplete documents, our design consultant told her that he would "rather have her a little upset with him now, than furious with him later" and that he wanted the designs to be accurate and complete. [member name] found his statement "rude" and "argumentative". Our designer was following our policy and quite responsive by sending her the complete and accurate plans the very next day. Our policies have been put in place to create the best overall experience for our clients, and are the result of our experience of nearly 40,000 completed project spaces in the greater Portland Metro area. We continue to examine all of our policies and practices, and while we are not perfect, believe that giving copies of plans that have been changed or altered and are no longer representative of the project, should not be left behind, and new complete and accurate plans should be sent as soon as they can be. Again, I apologized to this member when I became aware of her dissatisfaction, and thoroughly explained our policy. it is never our policy to be "rude" or "argumentative", but only to be responsive and accurate. Dan Grandon President & CEO