About a decade ago I hired B & B Upholstery to do work for me. BACK THEN "I did not have problems"with their customer service, lack of professionalism/communication poor workmanship and not completing the work as ordered.  Now a decade later: "Contract, Customer Service, Repair, Delivery, Guarantee and Service issues" read below! I contacted B & B Upholstery again this year (late Feb 2020) to do some work for me replacing fabric, which I provided for my seat cushions of sofa and loveseat, make modern arm covers for sofa and loveseat, replacing fabric on two bar chairs, make patio cushions exactly like my old seat cushions) and replace black lining on the bottom of kitchen chairs. They did not charge me for the replacement of the black lining, that is the ONLY thing they did nice and neat. They picked up my sofa, loveseat and bar chairs around March 6th. Then the pandemic hit later in March. I contacted them prior to the Governors in Illinois and Indiana shutting down everything. Due to not having any furniture in my living room. The son of one of the owners did NOT respond to my call or text. I did not get my furniture until April 15th. Then did not tell me in advance that they could NOT come into my home. They placed the furniture outside my door, left me to lift and moving this heavy furniture myself. My sofa and loveseat is from the 90's very heavy. If I had known in advance I could've arranged to have someone home to move the furniture for me. They had zero consideration of my weakness in left arm and leg.  THEY DAMAGED the bottom of my sofa, damaged the fabric on the back of my sofa and loveseat. My installation of the replacement fabric on sofa/loveseat and arm covers poorly done work and new fabric on my bar chairs is NOTHING LIKE my old chairs, far from neat.  The patio cushions are shorter in length and not designed as I asked. I was told by one of the owners they would resolve their mistakes with my sofa, loveseat and bar chairs once pandemic starts to improve. They came to get my patio cushions on April 16th and had them for 6 weeks and zero communication unless I texted them. The patio cushions was delivered on May 28th. Then he didn't even try to look at the mistakes made by them, though he stated to me on April 16th he would resolve them. Then on May 28th different words.  Unacceptable and will no longer hire or recommend them again to anyone. I received no apology and spent over $1500.00 paid in advance on March 4th lesson learned. June 10. 2020 "ADDITIONAL UPDATE" I have attached a copy of my sales receipt as you will see the salesman did not state anything about any excessive peeling/damages being present at the time of pickup. My furniture did NOT HAVE ALL THE EXCESSIVE PEELING, until they returned them to me. When time allows, I will attempt to locate that receipt from a decade ago. I shared my experience, transparency is important NOT malice. I also have our text message conversations in my file. Then after I posted my review on 6/6/2020, I received a text from B & B Upholstery stating to me, how can I call myself a Christian and that I lied on them. The pictures, receipt and text messages does not lie and neither would I, not worth the time. Take care everyone. read more

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I do not recommend this business nor its unprofessional & rude owner, Juan. This is my 1st time doing business with this service. I brought my ottoman in for upholstery replacement, 1 month ago. Ticket written by owner had inadequate info written, which made me nervous, as work mistakes can be made w/o properly detailed information written on the ticket. All work project tickets should always have full details, (like description of item, details of work requested, etc.) Nothing detailed was written on the work ticket. Material was already bought by me (customer) and given to owner for work completion. He stated he only accepted cash, which made me even more apprehensive but I persuade the business transaction with the benefit of the doubt anyhow. 2 weeks later, Juan called & stated the work was done. I relayed to him that I'll contact him when I am ready to pick up it up, as I'm currently recovering from pneumonia: he stated OK. A week later, at 4pm on 2-9-2019, he called again but didn't leave a message. Seeing that his phone was a cell #, I sent him a text message & reminded him, from our last conversation, that I'd pick up the item when I recovered. He didn't respond to my 2 texts. Since he choose to not respond to my texts, I called to speak with him: he was condescending & snickering on the phone when I asked if he received my texts, which he didn't refused to answer my question, (rude & arrogant). I asked him because I had no way of knowing if he even received my texts. I asked why he was calling me & he nervously answered if I was going to pick up the item: I reminded him that I already told him that I would call him once I recovered. He made his 2nd offer to deliver the ottoman & I declined the offer again, saying I would pick it up later. Needless to say, I was agitated that this man was being so pushy, after I made it clear on how it would be handled. After that negative experience with him on the phone & him not answering my texts, I was even more apprehensive about doing business with him, with many red flags evident. I sent him another text immediately after our phone conversation, asking him to verify our phone conversation: no answer from him. I sent another text, (again, in case he did not receive the 1st text as I was not sure if he received it) & he continued to ignored any texts I sent. At that point, it was clear that he was intentionally ignoring the process of me trying to communicate with him & reminded him that communication is part of doing business & if he continued to ignore my texts, I couldn't recommend his services. Still, no answer. (All he had to do was just verify with me on text of our phone conversation because the ticket he wrote to me initially had nothing on the ticket for me to properly document that my item was, indeed, at his shop. It created doubts for me to know if this business was legit or not). I left it alone at that point, knowing I will not recommend his services. 3 hours later, he finally answered my texts in a rude, condescending unprofessional manner saying, "I don't know if u have a smart phone but if u do u can see that I read ur messages!!!! U already told me u will call me when ur ok. U don't have to respond. I'm trying to b nice n deliver ur piece for free." ...WOW. (See attached pictures). 1. In the end, my reply to him was, "Yes, I do own a Smart phone, in fact, a Samsung Android, however, I had already chosen to previously disconnect that phone option of notification for people to read my texts and for them to read mine, for personal reasons." The fact that he made the assumption that I could see that he was able to see my texts, was wrong. His unprofessional approach to me on texts was uncalled for when using 4 exclamation points, indicating aggressive mannerism on his part. 2. He stated he was "trying to be nice by delivering my item for free". I was never made aware that delivery was free. I found his business initially from the streets driving by locally, not from a random internet search to his site. After that incident, I checked out the site & read that it is part of business to pickup/deliver for free, not as an option he attempted to use as an manipulative tactic, "trying to b nice". Part of doing business is to ensure the customer of all communications are answered, maintaining a professional demeanor & making sure the entire transaction process is positive: I can say this didn't happen with Juan. I suggest to anyone to look elsewhere as dealing with a bad temperamental attitude of Juan was enough is uncalled for. UPDATE 2/5: Juan texted me aggressively insisting on delivering to my house as it was in his car. I again refused his delivery offer: he refused to let me pick it up & stated it wasn't available for me to pick it up. I texted him my husband would handle it then or I go to the authorities if he continued to hold my item hostage. He promptly lied to me & said the item was at his shop. read more

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I used them for several sofas and occasional chairs. One sofa I told the salesman I wanted it upholstered exactly like my other one. When I got it delivered the bottom under the cushions they used an off white fabric instead of the upholstery fabric that they used on the couch. I was upset but did make them correct it nor did they reduce my bill. I used them again for two chairs those were nice. Then I had a sofa and two occasional chairs and I had several problems. The first was the sofa seat cushions had dents on the seats. Salesman said they will come out. I stuck my hand inside the cushion later because the dents weren't coming out and there are permanent creases. The legs on the sofa they were only supposed to fill in dents with stain filler and apply stain to match the original brown mahogany and a couple coats of finish. Same for the two chairs. They were delivered and all legs had a cloudy looking finish and rough like dust dried on the dark red espresso spray stain which changed the color completely than what they were before, and dents were not filled in. All 3 pieces were like that. I called my sales man and he said they can out to fix. I told the salesman in order for them to fix they will need to be sanded down and refinished in order to get my brown mahogany back. The owner came with him took each piece outside and returned them to the same red espresso color. Now they don't match my furniture and I have no couch skirts to cover the legs. The owner got mad that I was not happy and walked out and left them as is. I phone the salesman back because I noticed none of the foam cushions had a protector covers on them so I can't adjust the fabric when the rope lines shift from sitting on it and also my seat cushions on my sofa still had dents. He kept telling me he was going to come by, but when I didn't hear back from him I phoned him back. Did this several times and realised he was just brushing me off. Now I'm contacting another upholstery company to take a look at the work that B & B did and if those cushions are defective I will be filing a civil suit so they have to fix them or pay me back if my new upholstery company fixes them. All the other mistakes they did I have to live with unless the new company feels I should include this in my law suit. Bottom line, they don't write down what you want, otherwise the legs of my furniture wouldn't have been darkened, the bottom of my sofa cushion would have been off white and would have been done exactly like my other sofa using the sofa fabric. Also the quality of work they used to have is no longer there. I believe they are rushing there work out the door. I have another chair that I'm going to have done by someone my interior designer recommended, I will no longer recommend B & B Thomas Upholstery. They have a business in Merriville, Indiana too. read more