House2Home Custom Furniture Steve and Diane Rohde failed to provide product and still kept 10% from us. Internet

Estimated Completion Date

www.house2homecustomfurniture.com produces hand crafted furniture and each piece is made to order by our bare hands and not machines. Hand crafted furniture is not factory made: additional time is required to build and finish each piece to meet the high standards expected of custom made furniture. The "estimate" completion date is the approximate date the order is expected and not a guaranteed date.

Furthermore, as I stated to your wife Moire upon her placing her customized order on 28th Oct 2010 for a sleigh bed and a storage bed; that our estimated production lead-time on un-customized orders is 8-14 weeks, but that I was unsure of the estimated production lead-time for the sleigh bed since we have not built one in that style before, which at that time she was okay with my explanation of the uncertain production lead time because she was more concerned about receiving quality handmade furniture and saving money vs. mass produced furniture that is not made with quality materials. In addition, I did say that we would do our very best in keeping the estimated lead-time between the 8-14 weeks but, that we would not rush the build and finish process because we want every piece of furniture that we handcraft, to be built with the highest possible craftsmanship available.

We did everything we could to try and get this order built in timely manner and we contacted Moire regarding all the problems we were facing with customizing the sleigh bed, we finally emailed her again to let her know that the sleigh bed was not possible after all the attempts that were made to produce the sleigh bed and the money/time wasted, we decided to refund her minus the 10% non-refundable production fee, so she could purchase it elsewhere.  In addition, the 10% did not cover all the wasted time or materials; however we felt bad because she was disappointed that we could not produce the sleigh bed.
 
We clearly state on our website that we charge 50% upfront upon placing your order and 20% is non-refundable on all orders again, we only charged her 10% and continued to move forward with her order on the other piece of furniture (storage bed) that she ordered and that we offer on our website... this was in February 2011. After being partially done with her storage bed, it was at that time she wanted to cancel her entire order and became very hostile and impatient, I believe she was upset that we could not produce her sleigh bed even though we told her upfront that it was not a guarantee that we would be able to make it for her but that we would do our very best.

In addition: our terms and conditions can be found at http://www.house2homecustomfurniture.com/pages/Payment.-Shipping.-Pickup.-Deliveries.html

I am sorry that this order went the way it did, but I do feel we were upfront about everything from the very beginning.
 
Sincerely
Steve and Diane Rohde