The Great Frame Up

Mr [redacted] cam into our store at the North Town Mall and wanted to have a mat cut with very specific dimensions He wanted a single mat cut that needed to go behind a home made, trellis wood gridThis wood grid had no rabbet for mats or glass to sit on and was flat on the backThe dimensions were so specific that he said he wanted a specific amount of the mat to be visible behind each of holes as viewed from the frontWhen we began the project, we discovered that the holes were not the same distance apart so a single mat could not be cut to within the dimensions he demanded So we had to cut separate mats so that each hole viewed from the front, would have the exact same reveal of mat for each holeIt would look it’s best based on his demands.When Mr [redacted] returned to pick up his mat, we showed him the problem and how we resolved itHe said, and I quote“That’ll work just fine.” He picked up his order and left the storeA couple of days later he returned and said , that he did not want them attached to the trellis yet because he had not finished the woodWe informed him that these mats are designed to not be removed as they had been adhered to the trellisHe said he needed to finish staining of the wood and do the final finish workWe informed at that time that it is very difficult to remove these mats as they had been adhered and removing them could damage themWe agreed to remove them as best we couldWith great effort and several hours of staff time, we indeed removed all mats from the trellisAs we suspected, several of the mats were damaged when they were removedSo we re-cut, a second time, all matsHowever, this time we did not attach them as he requestedMr [redacted] , came in and picked those up and left the storeA couple of days later Mr [redacted] came back in again and said that these would not work and he wanted a refundWe informed that he had said twice that they would work just fine and this is custom work and is non-refundableWe also told him we would be happy to cut it as a single mat, but since his holes were not the same size, that the reveal viewed from the front would varyHe refused and demanded a refund and became very loud and used profanities and berated our staff in the store in front of other customersEvery so often in retail, you have a customer that is so over the top unreasonable that no matter what you do to please them it is not possibleHowever, when a customer agrees to the work on two separate occasions and then returns and berates ours staff in a very demeaning way we must take a standMr [redacted] ’s order is still waiting for him to pick up if he wishesHe is no longer welcome in our store, so in order to pick up the order he must come in and see me personally to get itWe are still willing to cut the mat a 3rd time as a single mat, however, he must accept that it will not have a balanced reveal showing from the front, as we already solved that problem for himThis imbalance is going to be very small, 16th of an inch at best however, it will not be perfectHe must bring in the small wood trellis again so that I personally will do the work if he chooses.We will not refund his money as we have produced a perfectly good product two different times and both times they were approved by Mr [redacted] .Our refund policy is clearly stated on each register in our stores and is clearly written on his receipt as well If you have further questions we would be happy to provide them for youSincerely, Chuck & Connie H [redacted] Owners of “The Great Frame Up” Stores of Spokane

Mr. [redacted] cam into our store at the North Town Mall and wanted to have a mat cut with very specific dimensions.  He wanted a single mat cut that needed to go behind a home made, trellis wood grid. This wood grid had no rabbet for mats or glass to sit on and was flat on the back. The dimensions...

were so specific that he said he wanted a specific amount of the mat to be visible behind each of 14 holes as viewed from the front. When we began the project, we discovered that the holes were not the same distance apart so a single mat could not be cut to within the dimensions he demanded.   So we had to cut 14 separate mats so that each hole viewed from the front, would have the exact same reveal of mat for each hole. It would look it’s best based on his demands.When Mr. [redacted] returned to pick up his mat, we showed him the problem and how we resolved it. He said, and I quote. “That’ll work just fine.” He picked up his order and left the store. A couple of days later he returned and said , that he did not want them attached to the trellis yet because he had not finished the wood. We informed him that these mats are designed to not be removed as they had been adhered to the trellis. He said he needed to finish staining of the wood and do the final finish work. We informed at that time that it is very difficult to remove these mats as they had been adhered and removing them could damage them. We agreed to remove them as best we could. With great effort and several hours of staff time, we indeed removed all 14 mats from the trellis. As we suspected, several of the mats were damaged when they were removed. So we re-cut, a second time, all 14 mats. However, this time we did not attach them as he requested. Mr. [redacted], came in and picked those up and left the store. A couple of days later Mr. [redacted] came back in again and said that these would not work and he wanted a refund. We informed that he had said twice that they would work just fine and this is custom work and is non-refundable. We also told him we would be happy to cut it as a single mat, but since his holes were not the same size, that the reveal viewed from the front would vary. He refused and demanded a refund and became very loud and used profanities and berated our staff in the store in front of other customers. Every so often in retail, you have a customer that is so over the top unreasonable that no matter what you do to please them it is not possible. However, when a customer agrees to the work on two separate occasions and then returns and berates ours staff in a very demeaning way we must take a stand. Mr. [redacted]’s order is still waiting for him to pick up if he wishes. He is no longer welcome in our store, so in order to pick up the order he must come in and see me personally to get it. We are still willing to cut the mat a 3rd time as a single mat, however, he must accept that it will not have a balanced reveal showing from the front, as we already solved that problem for him. This imbalance is going to be very small, 16th of an inch at best however, it will not be perfect. He must bring in the small wood trellis again so that I personally will do the work if he chooses.We will not refund his money as we have produced a perfectly good product two different times and both times they were approved by Mr. [redacted].Our refund policy is clearly stated on each register in our stores and is clearly written on his receipt as well.
 
 
If you have further questions we would be happy to provide them for you. Sincerely,
 
Chuck & Connie H[redacted]
 
Owners of “The Great Frame Up” Stores of Spokane