The Master Craftsman

My wife and I have always had a preference for contemporaty style, in all aspects of home design, furnishings and decoration. Although it has drifted in and out of vogue over the years, we have always preferred the grey-black family of colours. When my mother passed away recently, we inherited a cedar chest, which had great sentimental value for a couple of reasons, but whose early 1950's "blonde" outside finish was a definite departure from everything else in our home.

Within weeks, almost as though it was meant to be, I happened upon a temporary display at our local shopping mall highlighting antique dealers and furniture restorers and refinishers. One of the companies with a display there was The Master Craftsman. They had on display a couple of "antique" pieces which were half-restored and re-finished. That is, literally one half of each peice was left in its original state, and the other half had been totally restored and refinished to show what was possible. The difference was quite amazing. The new finish was like new, yet the improvement seemed to have been accomplished entirely through refinishing. Thinking about our newest member of the family - the beloved cedar chest - I decided to sign-up for a "no-obligation" estimate, and went home to tell my wife. We agreed that we had nothing to lose by getting an idea of what might be involved to restore it to its original quality of finish, but also change the colour to fit in the grey-black world in which we live.

Soon after, we were contacted, and arranged an appointment for an estimator to come to the house, have a look at the cedar chest, and give us an idea of cost. He explained that many furniture refinishing companies these days use harsh chemicals to "strip" furniture of its original finish, and in doing so, run the risk of causing structural damage. The Master Crafsman, he assured us, was different. Things were done the old-fashioned way, with time-consuming sanding to remove the old finish. It took much longer, and was therefore more expensive, but surely this was the approach to take if you truly loved your furniture, and wanted to treat it right. He also explained that a total re-finish such as this would mean that changing colour would be no problem since you would basically be starting with a clean slate -- totally unfinished wood.

Now, for anyone who doesn't know, a "cedar chest" is basically a blanket box, usually placed in a large bedroom, often at the foot of a bed, lined with un-finished aromatic cedar, used to store bedding, keep it smelling fresh, and protect it from the damage of insects. Just like a cedar closet, the outside of the chest can be made of anything. In the case of our cedar chest, I have no idea what the wood is on the outside. I am no wood expert, but since the original finish on the outside looked to be virtually clear, and was decidedly "blonde" in colour (similar to natural oak or pine), I'm relatively certain it was not made of cedar.

At any rate, we proceeded to explain to our estimator that we would be interested in making the change to a black finish, in order to fit in with our decor. He explained that would be no problem, and showed us a few options, depending on how dark we wanted to go. We showed him some other pieces in our home finished in Black Oak, and explained that that was what we were after. He recommended an appropriate stain and finish, and showed us a sample of what it would look like.

Although we expected that he might have to call us later with an estimate, he proceeded to go ahead and give us the price on the spot. We were quite surprised at his estimate. Although we had never had anything refinished professionally before, we had not imagined it would be so much, and we said that we would just like to talk it over, and would get back to him. He replied that this estimate was a special offer, and was only available if we agreed to proceed at this time. He also said that the schedule at the shop, and also the pickup schedule, was such that it would be much better for them to pick the piece up and get started right away, and that was why they could offer a "discounted" price if we decided to go ahead immediately.

Although the estimate seemed high, we wanted to be sure that such a special family member would be well taken care of, so we decided to proceed. We even asked if they could correct the broken hinge on the lid by replacing it with a "piano" hinge - a hinge often used for such heavy lids, which would run the entire length of the lid.

Just as he promised, the chest was picked-up withing a day or two, and it seemed that everything would be worth the high price. Within a coupld of weeks, we received a call explaining that in addition to the harware replacement we requested, we might want to consider an "optional" protective finish. At that point, we decided that we should draw the line on the cost, and said "no". A couple of days later, we received another call, again offering the special "optional" protective finish, but because they already had a batch of it prepared just at that moment, they could offer it for a reduced price, as long as we agreed to proceed immmediately. Again, we declined. It was at this point that we finally began to sense that something was wrong. Ok, maybe we're a little slow, or too trusting. But it was just too much of a conincidence that twice now, we were asked to make a decision under the pressure of time which would theoretically "save" us some money.

Finally, we received a call that the cedar chest was ready, and would be delivered. Whether it was intentional, or just very convenient, it arrived in the evening, long after dark, so getting a really good look at it would have to wait until the next morning. Like a fool, I signed for the delivery, and the delivery guys drove off with my money.

Early next day. Daylight. We can't wait any longer. We have spent way too much money -- many times more than this cedar chest originally cost -- but we didn't want to trust it to anyone but The Master Craftsman -- the best! So, let's have a look at our wonderful "new" cedar chest. Surely it was worth the wait, and the expense, to deal with such professionals. But wait......Do my eyes deceive me, or is this not, quite simply, not black, but brown? I rub my eyes to be sure. Nope, it is definitely brown. A nice, dark, satin finish, but definitely brown! We open the lid to check out the new piano hinge. Oh.....what's this? The same old (and broken) original hinges. Inside a storage drawer, we find a pair of new hinges. Not the piano hinge I requested, but a pair of new brass hinges. Only problem is, I guess I will have to install them myself. All in all, a little disappointing for $1,600. We talk it over, and decide to call The Master Craftsman.

Getting through to sales is a breeze. Finding customer service was a little more complicated. However, eventually, I am able to talk to a real person, and convince them I have a problem. To make a long story short, I explained the colour problem, and the hinge problem, and after considerable negotiating, they agree to have another try. This time, after several weeks, I get a call to come in and "approve" a test finish. Nope, still brown. Now I am told I will have to speak with an "certified arbourist" who explains that there is no way cedar can ever be stained brown. Hmm. Only two problems with that. First, as you remember, I'm pretty sure the exterior wood is not cedar. (Of course, in its present "dark brown" stained condition, it is pretty much impossible to tell.) And second, with all these high-priced experts on the case, how come no one ever mentioned this before now?

After several more weeks of waiting, we finally begin to worry that maybe this company is simply going to sell our cedar chest, and then deny ever having heard of us. When they finally contact us to pick-up the re-re-finished cedar chest, we are simply relieved that we can get it back, in any state!

My wife and I are by no means agressive people. Although we are not stupid, we are not fighters. We don't like confrontation. We were relieved to have the chest returned, even sporting the wrong colour still, and with the new hinges of their choice installed, but misaligned so that the lid would no longer even close. We might have been content to write the whole thing off as just us being naive, or lacking education about the wood-refinishing business, except that a few months later, I saw an ad in the Toronto Star asking for anyone who had a bad experience with The Master Craftsman to please respond. I called, and spoke for over an hour to a gentleman who was in the process of a lawsuit against them. The similarities were incredible. The same story about "it will cost way more than anyone else, but it will be worth it". The same calls during the process about the special "optional finish", and later, the same "guess what -- we just hapen to have a batch of the finish ready to go for another client, so we can give you a special deal....if you go ahead right now!" And the same feeling that, by the time you finally see your furniture again, you are just relieved to get your hands on it again!

The sad part is that for some reason, I actually believe that the guy who originally started The Master Craftsman actually may have had the skill and talent I thought I was buying. But somewhere along the line, greed got the better of him, and this company has truly become a scam that is out of control.

As I said, I am not an aggressive person. And unfortunately, I rarely complain. But if I ever find out ahead of time that The Master Craftsman has a display at our local mall again, I will personally make a point of camping out there to warn any potential customers what is in store for them, and to run away as fast as they can!

The Mastercraftsman did a gorgeous job on our old sofa, with great fabric and foams too! Worth every penny! The upgrades offered were worth it too. Many thanks to all T.M.C staff. Even the delivery staff was excellent. Marty J

Very shortly after having my loveseat/sofabed recovered, the seams on the seat cushions began to fray and come apart. The cushions were returned to the company with my understanding that they were to be recovered with new fabric. Granted, I have no way to prove whether they actually were or not, I suspect not. I suspect the seams were just restitched. Upon their return, the fabric seemed even tighter on the cushions that it originally had been. And, sure enough, within months afterwards, the seams on the cushions were once again fraying. I made arrangements and sent them back again. To my surprise, this time, I received a letter in return stating that the company did not see my complaint as "justified" having assessed the "damage" to my cushions as being caused by a pet.

I do own a dog. She does sometimes lie on the couch. When she does there is a cover between she and the couch. This is more to allow us to easily lift the cover and avoid getting ourselves covered in her ample, Siberian husky coat than to protect the furniture from damage.

In reply to their letter, I contacted The Master Craftsman and asked, when the first time they agreed to the repair, what had caused them to change their assessment and now refuse? Their answer: the existence of pet hair. I assured them my dog did not cause the “damage”. As there was no "damage" what-so-ever on the arms or backrest of the couch, nor on any other area of the cushions apart from the seams, I felt they were giving my pet the credit of more intelligence than I if they thought she could be so focused in her "damaging." And, why, I asked, did they suppose she never set about likewise damaging the original fabric that had been on the couch for the first eight years of her life, nor the leather couch in the living room, nor any of the other furniture she makes herself comfortable on. The did not answer any of these questions.

My request to escalate my claim was denied by the company's "Operations Manager." (no names given, neither any last name on the letter’s signature) He or she declined my request to provide details in professional terms as to how the judgement of pet damage had been arrived at.

Insulting as this all might seem, the worst of it was The Master Craftsman having the audacity to offer to quote me for the cost of the work should I choose to pay for the repairs myself. No thank you!!!

All of this can only lead me to conclude that the presence of pet hair allowed the company a legal "out" to their written, five-year warranty against problems with workmanship. The seams splitting on my cushions are far more likely, in my opinion, the result of the fabric covering being too tight and the seams too shallow.

Unfortunately, angry and disgusted as I may be, I find I have no recourse in this matter but to warn other perspective customs in venues such as this to prevent others suffering the same intolerable service.

My mother recently hired Master Craftsman to reupholster two sofas. The cost on her contract was $5500. To start off with, the price is extremely high, but since she is older, and a bit naive, she did not realize that she was payting way too much for this service. Once they had her furniture, they called and informed her that there would be additional charges of $2500 to do some minor repairs to the sofas. I am disgusted in this company, they took advantage of a sweet woman, and have done nothing to rectify the situation.

Cushions were extremely hard - had to have them re-done. The price was astronomical compared to buying new furniture. Over $8000 for 4 pieces, We got taken in.

My husband and I never in a million years thought that we'd be shopping at a mall one night and the next night watch our ENTIRE living room set be loaded on a truck and taken away. Here we stood in an empty room. Our Sofa, Loveseat, Chair, 3 pc Coffee Table Set and Wall Unit all gone. For several days we asked ourselves if we had done the right thing. Especially when the price was more than we expected to pay. LET ME TELL YOU.....WE DID MAKE THE RIGHT DECISION!! The upholstery and refinishing work that The Master Craftsman did for us was worth every penny we paid and every day we had to wait. We thought 10 - 12 weeks was a long time to have to wait but now we fully understand why. We even had to make a trip to their facility to bring a piece in to match for colour and we were treated like old friends, and even given a tour. Also, the two delivery people who came to our home were very polite. Our experience from A - Z was a very pleasant one and we would HIGHLY RECOMMEND this company to everyone.

I would just like to say that I received my settee back from The Master Craftsman in absolute beautiful condition and I too was called to let me know of optional work but if you notice on the contract that all you complainers sign it says that you may get a call about this. Also I would like to say to everyone out there who is complaining about the price ( which you all signed for and all agreed on ) you are all ridiculous maybe instead of going out and bad mouthing hard honest working people trying very hard to do right by everyone even though they get sooo many orders then maybe if you have a problem you can call The Master Craftsman and let them know. The people there are friendly and more then willing to help you just incase of anything because no one is perfect. You people who stand around and whine about something you said yes to make me sick. Shut up.. get over yourself.. and try calling them and letting them know you have a problem because there are lots of people there who will go out of there way to help you as best as possible.. No company is perfect!!!

They quoted a price which I should have rejected then as too high but as they were in fact to be rebuilt let it ride.

Since then they have asked for more due to unforseen problems. I would be embarrassed now to quote the cost but enough to buy double the replacement.

Last request for further funds was $495 to protective coating for stain, etc. That I denied.

Since I since contract stuck with it but never again.

Postscript:
Response: Arthur S, The Master Craftsman Mar 7, 2007
Refinishing Chairs I agree that the one chair the small bed sofa was in need of major repairs. I had actually two other chairs and only one was considered repairable. The price now exceed over $4,000.00 with the additional work. Also is the fact that the reupholstering which I expected you to do has been sub contracted. However I await to see the delivery and quality of workmanship before commenting further. Added comments Mar 15, 2007: Chairs returned today. I do not have at this stage a complaint re workmanship. But again price paid was far too high for work done. But in restrospect the small bed sofa chair would have been better to toss out and try and replace.I would urge anyone dealing with this company to question the value salesman places on your furniture as it was far overrated and to read contract carefully before signing.

Took 10 months to do work that was promised should be ready in 8 weeks. This company does not initiate phone calls, may return phone calls. Two simple Stickley style chairs were to be stripped down and stained, seats and chairbacks reupolstered. We did recieve one call initiated by Mastercraftsman to upsell us to have more work done on the chairs. Our first inspection of the chairs was devastating, I did not know how much emotion we had invested in the chairs until I saw the work they had completed. They put a much darker stain on then we had requested. The upholstry was loose, it looked as if they had students finish our chair.

They agreed to strip it down and restain it at no charge as well as add a small improvement at no charge. After they had the chair nine months the work was finally finished.

We arranged a Saturday delivery and then phoned them to discuss compensation for the unnecessary trips to their warehouse, their lack of communication and the shoddy work they tried to initially pass off. We were given the run around and they refused to deliver the furniture as long as we were requesting compensation. After many calls we finally agreed on a minimally reasonable pittance for compensation.

They rescheduled us two weeks for a Saturday appointment and then cancelled the week before delivery and rebooked midweek the following week. We would have had to wait another two weeks for a Saturday appointment. Go local!

Postscript:
Feb 12/:Sir, I am quite surprised at your response. You were brought in only the last 2 days of a horrible event that went on for months! We tried many times to talk to the head of customer service, left messages,came out multiple times ask to speak to the owner & the head of customer service refused to give us a name or number we could call. Your company changed our stain choice without even a phone call. When concerns were still not resolved,staff refused to help us,we wrote in October & a limited response was given to us. In regards to the returned cheque Your salesman was in our home till 1030pm at night pressuring us to sign up. I called your office the next morning & was told the cheque had gone to the bank already & it was not a problem if I wanted to come into the office & pay cash. I did NSF fee was wavied. You did not meet any of your contract on time as you stated! It was only through our own persistance & repeated calls that the work was finished to our satisfaction. Your employees refused to give me the name of the Man who sits in the big office just off the lobby one particular staff said he didn't even know him. I finally said I would be contacting a lawyer & magically you called first thing the next morning. You Dave were a pleasure to deal with even though your company still refused to pay the full compensation we requested. Our review is very accurate.

They broke off one of the castors and it could not be replaced because it was an antique. The dining room chairs came back stained and had to go back and be re-done. The cedar chest came back missing the locking mechanism. It had a big hole in it and was un-replaceable. Coffee table came back with deep scatches and gouges. And the customer service was terrible.