We make for designers who then supply the end user.
So what they wanted was a bed base which was fine a fitted headboard which was to be fixed to a dwarf wall in the bedroom.
We quoted the designer the items as a stand alone piece so supply only.
The designer then wanted extra work to the headboard some cut outs for sockets and a visit to the place to measure up. the orignal quote did not all for the cut outs so the site visit to measure the sockets was rolled in to a site visit.
The visit was solely to asses the size of the sockets so we could cut them as per the design given
The bed was installed and the designers client had signed it off. This was done in June / July and we had heard nothing from their client until a call in november and at the time we said we are not able to do anything as so much time as lapsed.
so whats happened is the design for the headboard is to wrap around a solid free standing brick wall which we made. but to get accurate cut outs for the sockets we did the site visit. the desginer failed to outline there was a radiator on the other side of the wall which has caused the wood to warp. they are now saying we would have seen this on the visit but no concern for this was made by either the designer of the bed or the client. we dont over any guarantee for bespoke and in this time frame the bed may have also been miss used.
so we dont want to refund or re do as this is the designer who ordered and they should have said about the heater,they are saying we saw it and we should have said something