Custom Upholstery & Trim

Great service, quicker than expected, quality work! It was quick and looks great. A huge aesthetic improvement!

We put a deposit of almost $ 3000 down with Custom Upholstery on June 7^th of 2013 to have two couches reupholstered with hemp fabric. We found a supplier of hemp fabric for them: EnviroTextiles of Glenwood Springs.
The fabric originated in china, and was unfortunately held up in customs, causing a delay of over four months (which stretched into over six months).
We called them on October 8^th and asked about the couches. Their representative said that the fabric was still in customs and that there was no definite date when it would be available, and thus no estimate as to when the work would be completed. When we asked for our deposit back, their representative said that that was not possible due to contractual obligations.
We sent them a letter on October 15^th to notify them that we considered the contract terminated by delay. We asked that they return our deposit by October 21^st or we would be compelled to file a complaint with the BBB. They did not respond, so we filed the complaint on October 23^rd.
From the start of the BBB complaint process, we agreed to pay all of the costs they incurred from before the contract was terminated. They never provided their true costs, but instead offered to refund our deposit minus about $ 1200 over a period of 12 months. Note that this would mean they would have had some of our money interest-​free for over 18 months.
They came up with the $ 1200 number based on their claim that we had agreed to pay $ 1100 for untreated foam and $ 130 for hemp fabric. In fact, the contract was for the full job — there was nothing itemized on the contract we signed.
In the end we had to take them to small claims court to get our money back.
Bottom line, although the original problem was not their fault, in my view they did not make a good faith effort to resolve it.