Pfaff's, Inc.

Review: I bought a piece of glass from Pfaffs for a picture frame for $25. I got it home and placed it on the bed for safe keeping while I was painting the frame. I very gently picked up the glass from one end while the other end was still resting on the bed so that I could slide a picture under it to cut it to size and the glass broke. I returned first thing the next business day confident that because Pfaffs is a respected business they would replace my piece of glass and attempt to meet the needs and expectations of a customer. They refused to replace it unless I paid another $25. I fully understand that glass is breakable and that they certainly couldnt offer a lifetime warranty on their product, however I did not expect their glass to be of such poor quality that it shatters when it is picked up, and with the utmost care I might add. I did not bang it against anything or drop it, I simply picked it up. I dont think that is a good reason for a quality piece of glass to break.Desired Settlement: I would like them to replace the piece of glass.

Business

Response:

I have called the customer and offered to replace the glass. Unfortunately, glass breaks even with extreme care. We had offered to install the glass in the frame for her at the time of the original purchase but she wanted to install herself. Our company policy is "When a piece of glass leaves the store, we cannot guarantee it will not break. If it is defective with scratches, etc. we will replace it." As a goodwill gesture to the customer we are replacing this glass free of charge. We hope we have responded to the customer in a satisfactory manner.