We purchased a custom, Tudor-style cast stone fireplace surround from Tudor Artisans for $5,046 that we intended to install in the living room of our new home under construction in Washington state. Extensive discussions were held between us, our contractor and Tudor Artisans representatives to ensure the surround was sized correctly. We prepaid for the surround and it was delivered, but several of the large column pieces were sized incorrectly. More discussions ensued with all the parties.
Tudor Artisans offered us several options to rectify their error. Two of their options were impractical: we could ship the entire thousand pound surround back to Georgia, at our cost, and they would recast a new surround - this, however, would delay our construction schedule; or, they could recast the incorrect column pieces, but the color would not match, and this would still delay our construction schedule. One option remained: to pay our contractor to have a professional stone mason cut the stone to the correct size. Tudor Artisans ensured us they would reimburse the costs for this correction - or so we thought.
Acting on Tudor Artisans' word, we arranged for a professional stone mason to set up at our construction site and carefully cut the 6 column stone pieces. We sent Tudor Artisans a bill for $663.50 with all appropriate documentation for the work. No response. We followed up with telephone calls and emails - no response. We reported them to State of Georgia Governor's Office of Consumer Protection. This office also could not get a response out of Tudor Artisans. We reported them to the Atlanta Better Business Bureau and finally got a response, but what a dandy of a response!
In discussions with the Atlanta BBB, and in face of the documentation I provided, Tudor Artisans' representative, David Hiers, admitted to shipping the incorrectly sized surround pieces. However, Mr. Heirs stooped to the lowest of lows in explaining why his company would not reimburse our $663.50. His reasons included accusing my wife of lying, that he never agreed to reimburse us (contradicted by his own email), that our contractor, who hired the stone mason, was charging too much (as though only Tudor Artisans was allowed to make a profit), and several other reasons completely unrelated to the issue.
It soon became apparent to me that Tudor Artisans was more interested in squeezing a few hundred dollars than in doing the right thing.in the end of discussions with the Atlanta BBB, Tudor Artisans offered $100 dollars for their mistake, an offer I refused. I refused to take their measly offer because of principle and because I have started a new hobby in my new life of retirement - the hobby of making sure everyone in America is aware that Tudor Artisans is a company that offers quality products but has very shoddy customer service provided by unethical, disingenuous staff. They take your money up front and will not make good on their mistakes with their products.
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