I was on the east coast last week when the customer I was painting for told me about Blake's post. I couldn't believe what I read when he showed it to me.
I wasn't going to even reply... especially when I saw that Xzener had already done a better job than I could have at replying, but a couple things have really gnawed at me and I want to just clear them up because I really try hard to make sure that everyone is happy, and Blake made it seem like I didn't care at all. So, my apologies to everyone for having to deal with this... but I think a few things need clearing up.
First, this beauty from Blake's post.. "in a nutshell he stated that he wouldn't have paid the price for the stencils, hell he "wouldn't pay 50 bucks" but he is charging the customer for the potential the product has."
Here is my actual reply to him in an email I sent him. "If you are looking at the paper as the end product, I can see your point, except I wouldn't even pay $50 for the kit. But, if you would have looked at the stencil for what it would allow you to accomplish, as it has many other people already, then it is worth much more than the $190." I then followed up that email with another one just to be sure that he understood what I was telling him. This is what I wrote, "For the record... I didn't say that the stencil wasn't worth the cost, I said the materials (raw materials) weren't worth it. But, as they exist... they are."
Blake could only see the wrinkled paper... and refused to put the stencils on the ceiling and follow the instructions. Had he done that, he would have ended up with a beautiful mural. But, he couldn't get over the fact that there were wrinkles.
The next non-truth that Blake told was this... "He never offered to make things right and make me a happy customer whether is be with a new stencil or a credit. The response I got was that he has a line of people wanting them so just send them back and he would refund me. He didn't care about me as a customer and wanted to just try to acquire more."
It did take me 3 days to see his email because I was dealing with some health issues that my 91 year old father, who we are caring for, had going on at that time. But, the minute that I saw his email to me I wrote him back and the first line of that email was, "Sure, send it back and I'll refund your money." We emailed back and forth another 6 times, I believe and in 5 of those emails I told him that I was fine refunding his money. I sent him texts and emails trying to find out if he had sent the stencil back because I was about to leave on a 3 state painting trip and I wanted to be sure that it arrived before I left so that I could refund his money. It finally arrived the day I was to leave... and within 5 minutes of receiving the stencil, I had already refunded his money.
I sent him an email and text to let him know that I had refunded the money, but never heard back from him. The next thing that I heard from him was here in this thread.
So, no, it isn't true that I wasn't interested in making him happy. He just wasn't interested in allowing me to try.
That is all I will say about my experience with this, but it sure seems odd that after I tried to make him happy by telling him for over a week that I would refund his money, and explaining that if he would just try the stencil out he would see that the wrinkles didn't matter... he ran here to try to make me look bad. Interesting. Had he just tried the stencil...
You saw what Blake thought, without ever even attempting to use the stencils (because of a few wrinkles and because paper shouldn't cost $175) Now, here is am email that I got from another customer who actually DID put the stencil to use (besides Xzener who already told his story).
I just wanted to write a note to tell you how much I appreciate you now offering your Night Sky Mural kits for those that aren’t able to have the work professionally done by you. I have done extensive research with all the other star kits on the market beforehand, and what you offer is FAR superior to theirs. From the detailed instructions that teach you how to achieve that lifelike 3D look, to the customer service you offered if I had any questions along the way. To me having a great product is extremely important, but equally important is the customer service. It is clear that your goal isn’t just to sell these kits; it’s to have people be successful and have a gorgeous night sky.
The mural I just completed was for my son’s room and he had no idea what to expect, in fact none of the family did. I think that in their minds I was just going to paint some “cheesy” glow in the dark stars on the ceiling. Well, this mural is anything but that, and their reactions were all the proof that I needed.
I kept “peeking eyes” away from this project and I made the family wait until the reveal. That night for the reveal, my son lay down on his bed and waited for me to tell him to open his eyes. After having to wait a few days, the anticipation was almost too much for him. He waited. Finally I told him to open his eyes.
These are his exact words… “Dad this is so much better than anything I’d hoped for, I never thought it would look so real”. “It’s like you took the roof and ceiling off my room”. “I love this so much, it feels just like I am up North at the Cabin”.
Anybody that has had that experience of seeing that gorgeous and clear, starlit, night sky that you can only get by going far, far away from any city lights knows what he meant, and that was all I needed to hear to know that I’d done a good job and I owe it all to you Jeff.
Every night since then, the whole family crowds onto my son’s bed and we just stare at our Night Sky. The way they seem to twinkle just blows our minds. I swear it looks so real that my kids are waiting to see a shooting star.
Looking back, now, makes me laugh. When I first told my wife that I wanted to do this, she questioned if this was appropriate for a 13 year old’s room. She thought it might be more appropriate for a 5 or 6 year old. Well, she now says that she would be ok with me doing a night sky in every room in the house.
We are all blown away here because I am by no means an artist, but after using your Night Sky Mural kit, one would sure think I was. Your kit is so much more than just rolling paint over a stencil, but just about as easy. Thanks a million, Jeff! This kit was worth every penny.
Now on to the next room!!!"
Again, I am sorry for this post... but I hope that you will be OK with me trying to correct some mis-representations.