Franklin >Upholstery & Furniture Repair > Cool Springs Upholstery
1120 Harpeth Industrial Ct, Franklin, TN | Directions 3706435.932964 -86.858192
Mon-Fri: 8:00am-5:00pm; Sat: 8.30am-12:00nn
DO NOT USE THIS UPHOLSTERER. As an interior designer for the last 25 years I have had the opportunity to work with many companies and this company has no idea what customer service means. I had 2 club chairs and an office chair reupholstered. The only special request was that the legs be raised 2" on the chairs and new casters be put on the office chair. After 2 weeks the chairs were delivered. NO NEW LEGS....NO NEW CASTERS! When they picked them up they said they would take care of this as quickly as possible. After 3 days I called- NOT READY. After 9 days -STILL NOT READY!!! The person whom I spoke to was very condescending and replied that "They were doing their best. What did I want them to do?" I stated that I wanted my chairs to be completed immediately as this was a rework of THEIR MISTAKE and asked to speak to a manager or the owner. She stated she was the owners wife and she was telling me the best they could do and that they had been in business for 20 years. If they continue to treat customers this way I don't see how they could possibly make it to year 21!
Brought my Corvette to Cool Springs Upholstery from a recommendation from another local car business. I got an estimate for my repair and set up an appointment. The problem came when I went to pick up my car. Not only did they lose my keys, they are being very nonchalant about doing anything about it. It's been two days and they still haven't found my keys and thus far haven't offered any assistance in the matter. The remote fob alone is over $200 at the dealer. I have a feeling this is not going to turn out well. I'll try to post the end result when it's over.
GREAT JOB.....VERY PLEASED – I surely do not understand the poor reviews posted previously for Cool Springs Upholstery. I bought my fabric at Brentwood Interiors and they recommended Cool Sprigs Upholstery to me. I've been shopping there for 20+ years so I trusted their recommendation even after reading the poor reviews online.
My furniture was picked up one day after my call. I was told that it might take two weeks to complete. The work was completed and my wing-back chair and 4 dining room chair pads were returned to my home in exactly one week. They also brought my left-over fabic. Everyone was extremely courteous and professional. The work and craftsmanship is superb. I highly recommend Cool Springs Upholstery. I give them 5 stars!
These three negative reviews really surprise me. Cool Springs Upholstery recently reupholstered a large couch and matching chair for me and I am totally pleased. The staff, including Chris, were all professional, knowledgeable, friendly, and very helpful. They told me upfront that there were quite a few jobs ahead of mine, and told me "about" when my work would be finished--and they were right.
The amount of fabric I would need, and their labor pricing was as quoted in the beginning.
Even though they have books and books of gorgeous fabric, Chris told me from the start that the fabric could be purchased anywhere I wanted.
On one of the several trips I made to their place of business (trying to decided what fabric I wanted) they invited me to see their huge work area. I was blown away with the beautiful, top-notch work they were doing on some terrible looking pieces of furniture (furniture I probably would have taken to a dump).
I might add that I am very picky, and not always nice if things don't go right, however, I am pleased with my "new" couch and chair, and would recommend Cool Springs Upholstery to others.
Horrible – I have to totally agree with the other two post based on my experience. The work was decent but it took them four months to redo one side chair. Every time I would call I would get their answering machine and would NEVER get a call back. When I had dropped off the fabric for the chair I went over everything with Chris. I knew it wasn't a good sign when she called me six weeks later to ask what I wanted to do with redoing the chair. After the four month time period I was pretty fed up so I was ready to pick the chair up and after leaving repeated messages then finally getting someone on the phone to find out it was finally in the works and at that point still took two additional weeks to complete. When they finally delivered the chair it still wasn't complete due to there was to be a pillow for the chair but at that point was just glad to have it. When I inquired about the remainder of the fabric Jim told me there probably wasn't any left. I told I found that hard to believe that they requested two yards and I provided six. He told me he would check and drop it off. After over a week I called because I had not heard from anyone yet again not to get any response at that point I drove over to get it myself. Not once any apology for returned calls or getting my materials back to me. Just very bad customer service
Very UNprofessional – I needed to replace my back window on my convertable. The window had to be attached to a slip of fabric that was separate from the rest of the canvas top. I had 2 different people working there go look at my car to see what the problem was, and they gave me the diagnostic that the window had to be replaced. That was not the problem; I trusted the man who told me that, because he was the actual laborer. I then wrote a large check just to order the piece I needed to be replaced. The office manager told me it would be in about 3 days after they ordered it. Again, not a problem.
The problem came 1 week later when I had still not heard from them. I called and asked when my window would be in, and they told me they had never ordered it because they forgot to ask what color top my car had. 2 PEOPLE HAD ALREADY LOOKED AT MY CAR! And I am pretty sure they weren't color blind. Not only had they not yet ordered the piece, they never called me to get the information they needed! They forgot about me after I had written them a check for over $350; and that doesn't include the labor fee.
They ordered the piece that day and told me if I had my car at their store by 9:00 am, it would be ready in 3 hours. When 5:00 pm rolled around, I called, and they still had not finished with my car. The next day, over 24 hours after I had dropped it off, I went back to pick it up and pay the rest of the cost. I politely asked if I could get a discount since they FORGOT about me for a week, and they laughed in my face.
BEWARE ! – My experience with Cool Springs Upholstery was a disaster. My intention in writing this review is to help others avoid this business.
If you ask the store where you buy your fabric, they will have a list of upholsterers....I would suggest that you check them out with the BBB and ask for references.
I should of checked with the Better Business Bureau before going to Cool Spring Upholstery, they already had complaints at the BBB.
I went to this store to have two Louis XVI chairs recovered. The owner, Jim Reeser, was there and immediately gave me a quote for recovering the chairs.
A woman sitting at the front desk named Chris showed me the fabric books. Another man came from the back of the store and looked up the price for the fabric I had chosen from one of their books..
I rushed home and made two trips to the store to deliver my chairs, supposedly while the man looked up the price for the fabric I had chosen. He told me the price and then came back to me and said had misquoted the price and would give me the fabric for the price quoted because "it was their mistake and only fair".
The woman, Chris, wrote up the order, I paid a $200.00 deposit and received a copy of the order outlining all the costs.
The next day (Saturday), Chris called and left a message that someone had changed the price on the ticket and asked if I knew anything about it. I called her and said that I didn't and she said she would check on it and call me back on Monday.
Today, Monday, I get a message on my phone to call her to let her know if I wanted to continue the order with the price increase of $140.00. I called her and asked why the price had increased and she would give me no reason. I persisted and she asked if I wanted to speak to the owner, Jim Russer. I said I would like to speak to him and in a moment Chris came back on the phone and said the increased price was the price and "Jim said I wouldn't get them done anywhere else for less."
Needless to say, I went to the store and got my
$200.00 put back on my debit card (I hope!) and as Jim Reeser was trying to figure out how to work the debit card scanner and telling me he didn't know how to work it, he then said, " So the price was too much for you, huh? He always does that and tells the wrong price." (referring, I guess to the other man??)
WHAT??????? Jim Reeser was the man who gave me the quote!!!!
At this point, I just wanted to get out of the place and I knew I didn't want this company to do any work for me.
Having grown up in a small business family, I know that integrity is paramount to surviving. How sad that this business doesn't recognize this principle. Integrity is honoring the invoice you write up and the deposit the customer pays.
I truly feel they were trying to gouge me for the misquote of the fabric price....and, by the way, I had offered to pay the correct price when they told me they had gotten it wrong!!!
While I was at another fabric store today purchasing fabric for these same chairs, I told the owner of my experience and suggested that they take Cool Springs Upholstery off their list of service providers. I will continue to warn people and encourage you to take your business elsewhere.
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