We live in California and we ordered 13 windows from Tudor Artisans, working with David Hiers at the company. It took over 3 months for them to complete the order and the timeline was not a problem because we understand that good workmanship takes time and we would assume that they would take pride in their artisan work and we had previously ordered from them before.
When the windows arrived, only 2 out of the 13 windows were of the correct size. There were 2 different sizes in the order 2 of one size and 11 of the another size but instead, they built all 13 of the same size!
When we emailed David, it took him a long time to reply and instead of just admitting it was a mistake, he tried to blame it on us about drawings etc. The good thing is we keep all the correspondence and the only drawing he sent us was just to show us how he was going to design the lead spines in between and nothing in the email about reconfirming the sizes.
After much debate, David finally admitted that it was a mistake on their part because the invoice and the order clearly stated the size we requested and we paid the invoice based on the sizes we ordered. He instructed us to send him back the windows and he would give us a full refund of the 11 windows. So, we sent him back the windows as instructed. We told him we would keep the 2 correct windows even though now the 2 windows will no longer match the other 11 that will order from another company. As after this experience, we do not want him to remake them.
We were credited 50% of the cost and David said he would give us the remaining on a check as the charge was too old to be credited back to our credit card account. We communicated with him several times and he did not reply via email or answer our voicemail. It has been over 4 months now, still no refund of the remaining difference. It appears that David knows that the credit card charge is too old to reverse and assume that because we live in California, he has the upper hand in stiffing us the remaining difference.
We are proceeding to file small claims in his county now. This is unfortunate that any business owner try to pull this stunt and not take into consideration the reputation or take pride in their work. It is important that other potential customers from around the country know who they are dealing with behind the nice pictures and description on the website
Tudor Artisans Reviews
We live in California and we ordered 13 windows from Tudor Artisans, working with David Hiers at the company. It took over 3 months for them to complete the order and the timeline was not a problem because we understand that good workmanship takes time and we would assume that they would take pride in their artisan work and we had previously ordered from them before.
When the windows arrived, only 2 out of the 13 windows were of the correct size. There were 2 different sizes in the order 2 of one size and 11 of the another size but instead, they built all 13 of the same size!
When we emailed David, it took him a long time to reply and instead of just admitting it was a mistake, he tried to blame it on us about drawings etc. The good thing is we keep all the correspondence and the only drawing he sent us was just to show us how he was going to design the lead spines in between and nothing in the email about reconfirming the sizes.
After much debate, David finally admitted that it was a mistake on their part because the invoice and the order clearly stated the size we requested and we paid the invoice based on the sizes we ordered. He instructed us to send him back the windows and he would give us a full refund of the 11 windows. So, we sent him back the windows as instructed. We told him we would keep the 2 correct windows even though now the 2 windows will no longer match the other 11 that will order from another company. As after this experience, we do not want him to remake them.
We were credited 50% of the cost and David said he would give us the remaining on a check as the charge was too old to be credited back to our credit card account. We communicated with him several times and he did not reply via email or answer our voicemail. It has been over 4 months now, still no refund of the remaining difference. It appears that David knows that the credit card charge is too old to reverse and assume that because we live in California, he has the upper hand in stiffing us the remaining difference.
We are proceeding to file small claims in his county now. This is unfortunate that any business owner try to pull this stunt and not take into consideration the reputation or take pride in their work. It is important that other potential customers from around the country know who they are dealing with behind the nice pictures and description on the website