Inspired Closets by Tom

Dear Dr. English,

We are very happy to work with you again on another project and your closets are going to be beautiful when completed. As you recall, your designs were finalized and your contract was sent 5/4. At that time, we let you know that our earliest installation date was in July. We were unable to provide an exact date at that time as 1) We did not have a firm shipment date for your materials due to the world-wide construction dilemma of material and labor shortages and 2) We had a new-construction project that was previously contracted and we needed to be flexible with their timing.

It is standard practice in the construction industry to request a deposit for contracted projects and an invoice was emailed to you with your contract. At that time, because we had worked with you on several past projects, we ordered the bulk of your materials before a deposit was received. There were several custom parts that were not ordered as they were particularly custom to your job: mirrored doors, satin glass doors, satin glass shoe shelves, custom drilled vertical panels for a counter top area, custom sized drawers including a double-decker jewelry drawer and your closet
accessories.

There were very cordial emails and texts asking for a full or even partial deposit payment. You inquired several times about an install date and we continually confirmed it would be in July. At one point, when we mentioned that we may
have to move it to August (still awaiting a deposit payment), you expressed disappointment that we were considering August. In late June, you wrote that you were uncomfortable paying a deposit without an exact installation date. This
was the first time you mentioned this and for us, a small business, this was a bit frustrating to hear.

Your deposit was not received until 7/8 and at that time, the custom parts for your closets were ordered. Again, we were not able to give you a production date for these materials and at that date, our production was further delayed, especially for custom parts.

The bulk of your closets were installed 7/19 & 7/20. Your husband’s closet was completely finished except for a basket and backordered drawers. Your closet was completed except for the custom parts previously mentioned. We installed two temporary vertical panels in lieu of the custom drilled panels so that the adjacent shelves could be installed for your use while waiting. In the meantime, your husband’s backordered items arrived and we set a date to return on Friday, 7/22 after another scheduled job. Friday was very hot and our crews were exhausted. As one of our employees had suffered heat exhaustion the previous week, at 3:30 that afternoon, we made a judgment call to protect their well being and let you know they would not be able to stop that afternoon as we had hoped. You declined our offer to stop back the next morning (Saturday), Monday morning or another day in the following week. You let us know that you were very disappointed that the closets were not finished and wrote that you wanted to wait until everything was in to
complete the installation so as not to disrupt your and your husband’s schedules. We apologized for not making it out that afternoon and again, offered to come back the next morning (Saturday) to finish your husband’s closet. You confirmed that you wanted to wait until everything was in and we confirmed that we did not have exact production dates at that time for the remaining materials.

In early September, you reached out to inquire about when your closets would be finished. We let you know that we were still waiting for your custom materials and hoped to have them by the end of that month. On 10/5, you posted this review. We accept responsibility for not updating you every week or so to let you know the status of your custom materials. We greatly appreciate you and your husband as clients and we have always treated you with kindness and respect. We welcome feedback to improve our company and we did not realize that you were feeling neglected or disrespected as customers. We have communicated with you since this review, agreed to a date of your choosing to finish your closets and we will do everything possible to ensure that you love them.

Thank you George! We enjoyed working on another project with you and look forward to the next one as well. Happy organizing!

Thank you Alan! We enjoying working with you and L and we appreciate your business!

Thank you for your kind words! We're so pleased that you are happy with your closets!

Thank you Edward. We hope you are still enjoying your new closet!