Peter G.

We bought 2 replacement cushions based on measurements of width, length, height and shape. Because the replacements' shape was not rounded exactly the same as the chairs
The cushions didn't fit correctly. We learned that we should have done a template, and reached agreement on a reasonable price quote for a second set of replacement cushions. We did the template and sent it in exactly as directed. When they called to say they were ready to accept payment, the price had almost doubled. I complained and was told that because there was a 1/4-1/2 inch adjustment required based on the template the price would be increased. I was taken by surprise because this possibility was never mentioned until we did the template and mailed it in. They said it was a quote, but it apparently was only an estimate. I offered what I thought was a reasonable compromise meeting halfway between the original price quote and the increased price. They refused to do anything but credit $20. So for what amounted to less than $15 they held their ground and lost the sale. We are left with cushions that don't fit, and a bad impression about their claims of priding themselves on superior customer service.