Donovan M

Unacceptable service and product quality

We had the unfortunate experience of dealing with Lee-Ann from HMR Furniture Studios. We commissioned Lee-Ann to do a shop fitting type project at our premise. This was a rather challenging project and after several iterations and willingness from Lee-Ann to resolve the items identified it was successfully completed. Lee-Ann on several occasions made sure she reiterated the fact that she is doing this project to instil confidence and trust in her of the ability to produce satisfactory work. Conned by the confidence, trust, and excitement to make our property beautiful and achieve our vision with Lee-Ann, we place a significant order for furniture pieces, other items, and dressing room cupboards. A 75% deposit was required upfront, and an 8-week completion date was agreed. Confident that detailed due diligence was done from our side by visiting her premises, viewed the amazing images posted online and a successful project behind us. The design phase was pleasant and after great ideas we were well on our way. A slight impact due to alleged personal circumstances was faced and in hindsight should have raised risk that the business operations solely depend on Lee-Ann. Some of the products for the dressing room arrived and was intended to be installed on site 9 weeks and 11 weeks later. Many of these products had to be returned as they did not comply with the original signed off dimensions the result of Lee-Ann that “exercised her discretion” without consultation. The products were altered and returned to site. Alarmingly most of the products was low-quality and in many instances did not function as intended. After many iterations of attempts to repair the said product without any success to date. During this process Lee-Ann excluded some items out of scope and even invoiced for items that was originally within scope. Upon payment for these we were later advised she is not able to deliver on it. There were still a significant portion of the project that was outstanding and 16 weeks later we have had no sight of the furniture. Deadlines shifted, questions remained unanswered, and calls ignored. Finally, a sample dining room chair arrived. Coupled with the doubt of the competency of produced products and the poor-quality already received, the sample chair was yet another affirmation. The sample chair in question was apparently the third attempt, 17 weeks after the deposit was paid. We informed Lee-Ann that we wish to cancel the remaining order and requested the applicable deposit more than R46K (amount disputed by supplier) to be refunded. Lee-Ann has proven her integrity and business ethics. A letter of demand was issued for the Outstanding repairs and the said the deposit. A yet another unsuccessful visit resulted in us coming to the realisation that we would have to get professional contractors in to repair the work as it was not within reach of Lee-Ann. Our calls and letter of demand of the deposit remain unanswered. We have had to go the legal route together with seeking assistance of government law enforcement agencies is the start of the next chapter in desperate hope to recover our hard-earned money. The question remain, would the reader of this review choose to expose themselves to this?