refinish dining table, games table, bookcase
Our salesman was very nice and made us feel quite confident in the ability of the company to satisfy us. However, right from the start there were problems. When we were about to sign, after lengthy discussion, he added a codicil sticker to the contract, which should, in hindsight, have caused us to reject it.
Before the work began, someone called to try to convince us that we should spend another several thousand dollars for work which had already understood was to be done.
The work took a very long time, and when the pieces were returned, they were done in an amateurish way with the sort of finish we would expect to achieve in a DIY project, hardware was missing, the base of the bookcase had not been returned and the top of the bookcase had a mark.
They took things back and again called to try to get more money for the job. We again waited many weeks, and finally got our pieces back.
The dining table looks not too bad, though they didn't get the finish everywhere and despite the "super-protective coating", for which we paid extra, it became marked within two weeks. (Note that we have a dining table we've used for 26 years and its finish is still lovely. We are very careful with our furniture.)
When we contacted the company about how to repair the mark, we were told that it couldn't be done. No one seemed able to give us any specific information on the type of finish and there was little interest in finding any solution.
The gaming table, a century piece with lovely styling, came back the final time with the custom brass fittings missing and we had to call and wait several weeks to get them back. (The first time it came back with loose veneer and white metal screws in the brass fittings, as if it had been fixed by a local handyman.)
The bookcase ... well ... we'll redo it ourselves. The top is so badly done that the finish had chipped off (and there's nothing sitting on it). Simple changes in humidity have caused the amateurish work to crumble.
When we signed for this work - based on meeting these folks at the Home Show in Toronto, we were assured that the work was done in house by seasoned professionals. In fact, they farm it out and what you get depends on who you get.
This is not a company I would recommend to anyone. Our experience with them has been both exasperating and heartbreaking.
- Approximate cost of services:
- $9,000.00
- Company Response
To Hamiltonians: It must be noted many months before lodging this complaint The Master Craftsman refinished your games table a second time – after we received final payment in full. I say a second time because it wasn’t until after we completed the table the first time that you made it known your desire to have this item match another in your home. We refinished the table again despite your failure to mention this at the time the work order was written. Your other complaints were justified and were looked after accordingly. All items were redelivered in February, 2009. Nothing was heard from you until this posting was made on May 30. We pride ourselves on our customer service and an attempt to look after your concerns would be welcomed.