My husband and I had our dining room set (table, 2 inserts, 6 chairs and matching buffet) refinished by TMC in January. I was quite pleased when it came back earlier than expected, till we saw the work. The table top had not been finished and the inserts didn't match (probably because the table wasn't done), and there was a considerable gouge on the top of the buffet.
After having our furniture sent back, we contacted the company about the matter and were given a line about "human error" rather than an apology for their mistake. We were told it would be marked 'high priority' and they would contact us when the work was complete to come take a look at it in the warehouse to make sure we were happy with it.
About two months after it had been sent back (and several phone calls that weren't returned), we managed to get a hold of someone who told us it was finished and wanting to schedule a delivery date. My husband mentioned that we were supposed to come take a look first, and was made feel like it was an inconvenience for him to take this extra step. Well we found out why when my husband went to see the work. Four of the chairs were wobbly, the doors weren't put back on the buffet properly, and there was still a mark left from where they had gouged the top of the buffet. But given that we had been without a proper dining table for months (we had been using a small round table that was big enough for our children to use), he decided to pay them so we could get our furniture back and he would adjust the chairs/doors himself.
Finally got our furniture home and was given an envelope with the receipt but nothing for the additional 5 year warranty we had purchased. According to the delivery people, as well as one of the company reps, must have been an oversight and they would get it to us. I'm still waiting for the paperwork, and have left several messages that have yet gone unanswered.
I understand that many people have had great experiences with this company, unfortunately I am not one of them. If I could go back and do it again, I think I would have looked at more customer reviews and gone somewhere else. That was a lot of money to pay for them to damage my furniture and give us a runaround.
*Since the original posting of this review we have received our warranty information.
- Approximate cost of services:
- $10,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Your complaint has been thoroughly investigated Angela and the following conclusions have now been drawn based on detailed discussions with each of the individuals you and your husband interacted with during your experience with our company.
The need for additional service was caused by damage incurred during the delivery process which we instantly assumed responsibility for. Without hesitation we committed ourselves to making it right by retrieving your buffet so that it could be carefully repaired and returned to pristine condition at no additional cost to you. This process is not one that can be rushed and as an acknowledgement of the inconvenience we caused you, 50% of the cost of your extended warranty was deducted. (You have indeed been registered for the extended warranty which is noted on your invoice. The validating certificate has been mailed to you which is standard practice.)
The final inspection made by your husband - who has been our primary contact point from the start - was very positive which is why he gladly consented to delivery. Additionally, at no time did either of you express any concern regarding the condition of “chairs/doors” so we had no opportunity to address. (If there were genuine complaints regarding additional portions of the suite, these would have logically been brought forward at time of inspection or at least at time of final delivery.)
We normally exceed expectations in connection with customer communication so we are surprised to read of multiple ‘un-returned’ phone calls. This claim is unmerited. I’ve spoken to two (2) members of our office staff who spoke with you and your husband directly on several occasions.
While we regret that your perceived experience with us was less than satisfactory, let it be known that TMC Restoration conscientiously resolved the single service issue which arose in connection with your order in a timely and transparent manner.