First Review


We had Kerri in to give an estimate on some dining room chairs, while he was there we asked for a rough estimate to recover our sofa bed. He offered his cost and then told us some practicle improvements he would make to the design. The couch was finished in two days and we have recieved many compliments on the new product. He is presently refinishing some dining room chairs at 1/4 the cost of another local company.

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Took 10 months to do work that was promised should be ready in 8 weeks. This company does not initiate phone calls, may return phone calls. Two simple Stickley style chairs were to be stripped down and stained, seats and chairbacks reupolstered. We did recieve one call initiated by Mastercraftsman to upsell us to have more work done on the chairs. Our first inspection of the chairs was devastating, I did not know how much emotion we had invested in the chairs until I saw the work they had completed. They put a much darker stain on then we had requested. The upholstry was loose, it looked as if they had students finish our chair. They agreed to strip it down and restain it at no charge as well as add a small improvement at no charge. After they had the chair nine months the work was finally finished. We arranged a Saturday delivery and then phoned them to discuss compensation for the unnecessary trips to their warehouse, their lack of communication and the shoddy work they tried to initially pass off. We were given the run around and they refused to deliver the furniture as long as we were requesting compensation. After many calls we finally agreed on a minimally reasonable pittance for compensation. They rescheduled us two weeks for a Saturday appointment and then cancelled the week before delivery and rebooked midweek the following week. We would have had to wait another two weeks for a Saturday appointment. Go local! Postscript: Feb 12/:Sir, I am quite surprised at your response. You were brought in only the last 2 days of a horrible event that went on for months! We tried many times to talk to the head of customer service, left messages,came out multiple times ask to speak to the owner & the head of customer service refused to give us a name or number we could call. Your company changed our stain choice without even a phone call. When concerns were still not resolved,staff refused to help us,we wrote in October & a limited response was given to us. In regards to the returned cheque Your salesman was in our home till 1030pm at night pressuring us to sign up. I called your office the next morning & was told the cheque had gone to the bank already & it was not a problem if I wanted to come into the office & pay cash. I did NSF fee was wavied. You did not meet any of your contract on time as you stated! It was only through our own persistance & repeated calls that the work was finished to our satisfaction. Your employees refused to give me the name of the Man who sits in the big office just off the lobby one particular staff said he didn't even know him. I finally said I would be contacting a lawyer & magically you called first thing the next morning. You Dave were a pleasure to deal with even though your company still refused to pay the full compensation we requested. Our review is very accurate.

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Company Response

In all honesty, I am quite surprised by the above complaint. Upon review of the abundance of correspondence between yourself and The Master Craftsman, as well as discussion with our Operations Manager, I have determined that your negative review is entirely unmerited. Please remember that your initial work order was delayed due to the fact that your deposit cheque turned up NSF. Still, we managed to complete your order in just over 12 weeks as advised in your contract. (Your original date of purchase was March 28th, 2006, and your order was ready for pick up on July 4th, 2006.) Your contract stipulated that you had requested a &quotdark walnut&quot finish. When you arrived at our facility to inspect the pieces, you decided that a much lighter finish was preferred. In response we refinished all of the items - free of charge - to a natural finish. Performing a complete colour change at this stage without charging you an extra cent, was in my opinion very generous. I have no doubt that you were expecting to have your furniture back much sooner than January of 2007. As compensation, we deducted $225.00 from your final price which again, was not required. I would like to make it abundantly clear to all visitors to Homestars website that the cause for the delay was a direct result of your own change of heart , and not the "sub standard" workmanship you refer to above.