Marcy oelhafen
3 years ago
So beyond my very poor response to this particular situation, you are sweeping aside some of the other experiences we have had as a customer - not being valued, some large price increases, and not honoring what your employee told us.
We have had 4 different items with Porter Barn Wood within the last 2 year. The first was for a media wall with mushroom wood, the second was a steel wall with a blue patina in our dining room, the 3rd was 3 outside laser cut privacy panels, and the 4th our den with desk, cabinet and shelves. It was easy to work with them in the beginning. They valued every customer, large and small. They took great pride in detail, install and delivery. But with each project, their pricing went up, timing estimates were off (late) and they did not value the smaller customer. On our last item they nickeled and dimed us, and delivery charges were over 10% of the cost of our project ($4k), which were just outrageous. To the point we rented our own uhaul to get the product. We have given several referrals but we wont be anymore. Unless your projects are large (commercial in size) dont bother, they dont care. They have grown and the little guy just isnt worth the time. Nor in our opinion worth the money anymore. They are not the only artisans in town by any leap of the imagination. They have grown too big for their bridgets, and they just dont care about the small order anymore.
Response to owner
I will gladly leave my post in its entiety and respond to your post. I was angry, and yes i may have reacted badly. And to Marta, the only employee i spoke with, i owe a sincere apology.
We have come back more than once because you do have a quality product which we have enjoyed enhancing our home. But each time we have come back, we have felt less valued and harder to work with you. I am not making assumptions, i am expressing our experience as a customer of smaller orders.
Fact, after our current order was complete and we determined the items would not fit in our vehicle (which is why we didnt ask for delivery up front) your employee (the person we did our design order with) indicated, when we asked about delivery, the charge would be $100 to $150 in total. You can outline what you like with your charges, but we have had items from other vendors , like copenhagen,spencers appliances and retablo furniture deliver to wickenburg for a flat fee, maximum has been $150. So i understand large companies have economies of scale, but Retablo is in the same situation as you, delvering high quality, large furniture who is responsible for any damage done during travel. Yet they still charged a flat reasonable fee, yes to Wickenburg.
In regard to our orders, we did the media wall, dining room patina wall and laser cut panels in one fell swoop. And by the way, moving furniture is an exaggeration. To get at the wall where the patina was to be installed. My husband and i moved our dining room table ourselves. And had asked the men to help us push the dining side buffett about 2 feet. It took all of 1 minute.
At that time we did have bids on the other projects, such as the den, but couldnt do them. Also, after the these projects, we came back for bids on other privacy panels and small projects. We have those original bids. When it came time to actually do the den, the pricing had changed (albeit some design changes) which we did find totally acceptable. However, these smaller projects, such as the privacy panel had increased over 25% and in these instances there was nothing we could do to change design lower the cost.
So beyond my very poor response to this particular situation, you are sweeping aside some of the other experiences we have had as a customer - not being valued, some large price increases, and not honoring what your employee told us.
