I have a customer who saw a one of a kind necklace at a show about 3
or 4 years ago. She called me this spring excitedly talking about
the necklace she remembered. It had been sold awhile ago, and wasn’t
available. She asked me to create a new one, with full artistic
license as long as her piece was “made in the same spirit” of the
first (a gold granulated apple in a silver frame, all on a gold
chain). I keep extensive notes on pieces, so I knew I could create a
similar one. She said there was no deadline.
All of my custom orders are paid half up front, non-refundable (to
cover materials and some of the labor), and the rest due upon
completion. I accidentally quoted the original price, forgetting the
increase in gold prices from a few years ago, but stuck to my quote
b/c it seemed the right thing to do. She sent the check, I made the
piece. Long story short, when she came to pick up the necklace and
pay the balance, she said it was nothing like the original and
refused to accept it. When I asked her to specify the difference,
she wasn’t able, just that it didn’t “feel” the same or “speak to
her” like the first one did.
I offered to make some small adjustments based on what she said she
disliked (free of charge), she agreed to it at first, then a couple
of days later refused and demanded her deposit back, saying it was
nothing like the original. I sent her a photo of the original as
well as her necklace, which are nearly identical. I have a copy of
the deposit receipt which clearly says it is non-refundable. She had
no response to either the photos or receipt. There are lots of
little details to this story that show she seems to have a weak
grasp of reality (one example is claiming I had no contact with her
during the time I created it when phone records can show several
calls initiated from my number lasting several minutes each time I
talked to her and updated her on my progress).
I take pride in the craftsmanship and detail of my work as well as
my own integrity. I am an honest person who works very hard doing
what I do. She seemed very nice and gushed with excitement early on,
but now is threatening to notify the BBB (who just sent me a letter
of report about her claim), my local chamber of commerce, and every
show I’ve attended, telling them about my “horrible way of doing
business” - unless I send her the deposit. I refused, and told her
unless she paid the remaining balance on the piece within four weeks
I would attempt to sell it to recoup my losses. I have been shaking
in my boots, not used to extreme confrontation like this, but also
unwilling to be a doormat.
What to do? What have others done in situations like this? Do I need
to respond to the Better Business Bureau letter even though I’m not
a member? Is there any negative side to telling them what really
happened?
