Here's a true story with a happy ending. A client called me after a sofa delivery. He said, “I think something’s wrong with the sofa." When I got to their home, I looked at the sofa and said, “That’s not right. Let me take the cushions back to the vendor, and let me figure out how to fix this for you."
The issues:
- The sewing lines weren’t even. They were wiggly.
- There was a gap between the cushion and the base of the sofa. The cushion kind of pulled up.
My client got no argument from me. The product was not within industry standard. To investigate, we sent the cushion to my local workroom to take the cushion apart. I had hoped they could simply re-sew the cushion cover. The workroom told me that when they took the cover apart, they discovered that it wasn’t cut straight, and that’s why the sewing line was wiggly.
I was able to negotiate for the vendor sent us new fabric free of charge. We were lucky because they had enought yardage from a matching die lot. (Otherwise we would have had to re-upholster the sofa from scratch.)
This process took a while to sort out. But I was able to deliver a product the client liked. And now the customer is delighted we took care of it. A happy ending.
