Davisville would not come to our home at all until we gave them a 10% deposit. They quoted the job and calculated the deposit based on measurements and photos we provided as directed by them. We paid the deposit. They then came and measured, and starting talking about "unexpected" things and other recommendations. The new final price after their visit was 30% higher than the original quote, for reasons that were vague and hard to follow. We asked a master cabinet maker for a second opinion. He quoted the job at 50% of their cost, and found a significant mistake in their drawings. They then refused to refund our deposit. We didn't go ahead with the work with them but never got our deposit back.
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- Company Response
Hello Emily Marrocco,
This is exactly why we ask for a retainer from clients. Also a standard practice in the industry. It is to ensure that in the unlikely event that a client does not go ahead with a project, the designer and store are compensated for the time and effort we have already put in.
In your case, it was around 5%-7% of the final price (around $600.00). It should be mentioned that we worked with Emily at length before a retainer was even asked for. Many reiterations of drawings including repricing every time, meeting in the showroom to discuss colors and door styles, Phone conversations about layouts, etc. Also, the retainer process was clearly explained to you. The paperwork you signed clearly states that the retainer is to go towards work already put into the job, also that the retainer is non-refundable.
When we went out to your place to verify measurements we found the actual space was drastically different than the measurements we were provided. Also, your husband requested several changes on site. All of which added to the cost. I personally told him during that meeting that the changes he is requesting will result in a higher overall price. (ie. building everything off the walls so as not to affect the original moldings. No problem, but this increases material as well as labor). He understood and said no problem. Which is why we were so surprised when we received your rude emails demanding your money back early in the new year. It is not a huge amount of money so normally I would just split it with you to make sure we end in good terms. But after reading your emails and then seeing your review we talked and came to the conclusion that we would do something better with the money. It has been donated to help with the Australia Fires. Best of luck with your project.
Jeff Jackson & Amanda Rose