25 Mackenzie Lane — Local services in Round Top

I worked with Elizabeth by email in July 2022 for my two guest rooms. We agreed on a design, and I paid my invoice in full. In October I contacted Elizabeth regarding the status of my order. I immediately received a phone call from her, and she was surprised and confused that I had not received my items. Within a week, I received about 40% of my order. I received a call from Scott to apologize for the way the pillows were shipped (they were not packaged very neatly, just thrown into a box). I went to see 25 Mackenzie Lane in person at Round Top on October 16th. I introduced myself to Elizabeth and she turned and walked away from me. I introduced myself to Scott and he started to try to help me but was balancing other people walking into the store. Debbie was also trying to sort out the issue, but she was helping other people – I had several friends with me and two wanted to purchase pillows and had a question about fabric and she walked away from them two times and we had to flag her down again and she was not super interested in helping with their questions. On October 27th, I text Scott regarding the rest of my order and no response. On October 31st, I text Scott and his response was “the RT show is a terrible place to resolve issues.” Mid-November, I received the rest of my order. The fabric was incorrect on a pillow, but it worked fine so was not worth trying to sort that out given all the previous issues. My request to Scott for all the fumbles on my order was to refund my $175 in shipping from the original July order. From October to present day (January 2023), we have had intermittent communication that I have had to continue to initiate, and all the while Scott has stated that he does not understand what my issue is with my order and why I would ask for a concession for the shipping fee. Scott is unwilling to refund my shipping fee and I offered to buy an additional product at a discount of the shipping fee (Elizabeth did communicate with me on design for an additional item, petite duvet). Scott would not make this concession and wants to charge me full price for the item plus shipping so basically, he is not offering to make anything right at all. Unfortunate that their service is full of fumbles and follies that makes it too challenging to patron or recommend...