B & B Thomas Upholstery — Local services in North Township

Don't recommend this business. Very unprofessional owner. 1st time doing business with this service & last. Brought my ottoman in for cloth replacement a month ago. Ticket written by Juan had inadequate info written, which made me nervous, as work mistakes can be made w/o properly detailed information written on ticket. Unknowingly, a deposit was needed but since cash was only accepted, I told him I needed to go to an ATM: he said "Forget it, it's OK". When he stated he only accepted cash, I felt a red flag rise: what business only does cash & not credit card, also? Suspicious. Regardless, I offered to go to an ATM but he said, no. 2 weeks later, Juan called & said work was done. I relayed to him could he wait as I was recovering from pneumonia: he stated he could wait until I was better. A week later, 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 convo, that he said it was ok to wait. He didn't respond to my texts. Since he didn't respond I called to speak with him: he was condescending on the phone when I asked if he received my texts, which he didn't refused to answer my question, (very arrogant). I asked him, because I had no way of knowing if he even received my texts. I asked what he needed & he nervously answered if I was going to pick up the item. I reminded him that he told he could wait until I was better. But he pushed the idea to have it delivered & I reminded him I was ill, (completely disregarding me). Again, he said it was ok to wait until I was better. I was becoming agitated that Juan was being so pushy & really questioned his work ethics at this point. After the negative experience with him on the phone & him not answering my texts to verify our convo, I was more apprehensive about doing business with him. I sent him another text immediately after our phone convo asking him to verify our convo: no answer from him. I sent another text (again, in case he didn't receive the 1st text as I was not sure if he received it) & he continued to ignore any texts I sent. At that point, it was clear that he was intentionally ignoring my attempts to communicate with him: I reminded him that communication is part of doing business & if he continued to ignore my texts, I will not 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 at his shop and that he would hold it. I left it alone at that point, knowing I would not recommend his services. 3 hours later, he 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." (See attached pictures dated 2/4). Myy reply: "Yes, I do own a Smart phone, in fact, a Samsung Android, however, I had already chosen to previously disconnect that phone option of "read receipt", 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 aggressiveness. He stated he was "trying to be nice by delivering my item for free". I was never made aware that delivery was free. Afterwards, reviewing the site, it said pickup/deliver is free, (he lied to me attempting to manipulate). UPDATE 2/5: Juan kept texting me aggressively insisting on delivering to my house as it was in his car. I didn't want him coming to my house because I felt threatened by him at this point since he agreed to wait. He refused me to have it picked up the next day, playing games holding the item hostage. Told him then my husband will handle it, since it was clear he was harassing me or I'd go to the authorities. He lied & said item was at his...

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 not 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 June 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...

I am having to pay someone else to redo my cushions on my sofa. What B&B did was not what I asked. I informed them that my current back cushions sagged and I had to fluff them up constantly. They made new ones, but they are so stiff now since B&B redid them that they don't stay standing up. Otherwise, my old cushions were very comfortable. I just needed something that was a little firmer so they wouldn't slouch down. Instead I was given hard memory foam padding and was told that they would soften up later after I expressed I had a concern and asked them. Not only that they never softened up, but when anyone sits on them they can't get comfortable. The base cushions fit so tight that the ends bulk/pucker up because they aren't the correct size. I have to squeeze them in to fit. My occasional chairs were also done the same way as for comfort. Hard memory foam was used. I am going to report this to the BBB because the new owner is an idiot. B&B has lost me as a customer and I was a loyal one, because the owner does not stand behind his mistakes and just fix them. Instead he gets argumentative. I know I will no longer use B&B and I'm doing everything I can to get the word out not to use B&B and fall into the same situation. I wouldn't want the same thing to happen to anyone else. I was a loyal customer and got treated like crap. Used B&B since 1970's. I couldn't even let him know that these cushions were not right because when I told him he stained my legs something that looked black instead of mahogany he got mad when he had to respray them at my home. They were suppose to be just made to look new again. The cushions should not have been memory foam, but what was in there already, with a denser foam so the back cushions would not slouch. The base cushions where the same and I had said they were comfortable so that they should have just replaced with what I had but with newer filling to firm up the back cushions with the same material. I wouldn't have minded if they used denser in back and base cushions, but like I said above, not hard memory foam. I could have even ordered the Sherrill sofa denser cushion material if they didn't have it. I had them redone by Paul’s Upholstery in Orland, a great company. I having been using them now for all my other...