Custom Ordering: Part 2

What if you order something to be custom made and once it’s delivered you don’t like it? You have your expectations and internal image of what you are expecting and maybe it doesn’t live up to that.  What can you do keep that from happening and ensure you are clear on what will be delivered for what you are paying? Last time we discussed the proper process to go thru to order something to be custom made. Today we will explore what to do if it is delivered incorrectly.

So you’ve done your due diligence, all the details and pricing is documented and you’ve waited patiently for your custom item to be delivered or installed. Only, once it is delivered, you discover it is incorrect. You calmly contact the manufacturer and discuss how to resolve the issue. If you have the paper trail of all the details and pricing in order, it makes resolution of the mistake a much simpler matter. If all you have is your word and what you thought it was going to look like, there is not much you can stand on to dispute that what was delivered was incorrect.

Most manufacturers who have been in business for years and have a good reputation, will do everything they can to make the mistake right. If the mistake is yours, expect that they may charge you to make the changes you are requesting. If this is the case, find out how much they will charge you so you can be prepared or decide if you will live with the original item delivered.

Probably the most important element to dealing with an issue like this is to clearly understand and take responsibility of anything that is your fault or problem and not immediately jump to the conclusion that it is someone else’s problem. If it is your mistake, take full responsibility and ownership of it. If it is the manufacturer’s fault, work with them to come up with a remedy and timeframe for resolution.

Have you ever had something like this happen to you? How did you handle it? I’d love to hear. Email me at Jessica@webbercoleman.com

Custom Ordering: Part 1

What if you order something to be custom made and once it’s delivered you don’t like it? You have your expectations and internal image of what you are expecting and maybe it doesn’t live up to that.  What can you do keep that from happening and ensure you are clear on what will be delivered for what you are paying? Let’s walk thru the process.

First, before deciding on which manufacturer to work with, check out their references, previous work, put your own eyes on their finished product so you have a clear idea of what you can expect on your product. 

Next, work with the manufacturer you have chosen to clearly design the item you are ordering. Be specific and have in writing the materials to be used, the dimensions and final finish. Do not skip this step. Do not make assumptions.

Then, have a written estimate which clearly spells out the above details and final price with estimated time frame for delivery or installation.

Once the order is placed, do not “check in” on the project until a week or so before it is scheduled to be completed. The more time the manufacturer has to spend responding to your emails or calls, the more time that is taken away from them working on your project.

If the item is delivered and doesn’t match your written design and estimate, contact your direct contact at the manufacturing company. Clearly and calmly describe the issue. Yelling or making accusations will not get you very far.

Next time we will continue to explore the best way to deal with a custom order that is incorrect. Have you ever had something like this happen to you? How did you handle it? I’d love to hear. Email me at Jessica@webbercoleman.com