House of Renew

"On November 30, 2022, we dropped off a medium sized wall mirror to be repaired. We picked it up the day it was ready; on December 22, 2023. It took many broken promises and over a year for House of Renew to fix something we were quoted 6 months- which I already thought was a long time. This was not china or porcelain or crystal. It was a cheap fashion decor mirror with, what I considered to be, a straight forward fix (before and after photos attached). When June 2023 came around and we still haven’t heard anything, my partner called and spoke to the owner who said “we were up next!” This same person constantly uses the out of touch line “no body wants to work anymore” and how “backlogged her books are” (then close your business and catch up.) We called month and month of being assured “we are next” and even requested that it be finished by Halloween, which they said they could do. October and November came and went and they started ignoring our calls until my partner went in for himself. The work was sloppy and unfinished but “done.” After demanding they do a better job as it’s been over a year, they agreed and promised a call from the owner the next day. Which, of course never happened. A few weeks, it was ready to be picked up. The owner is completely oblivious about her lack of customer service. She did not apologize for taking over double of the amount of time she initially promised. No discount was given. We will absolutely not be using or recommending their service to anyone. And I do wish I found the Help Me Hank News report of her sooner."

"I feel as if my character and experience is being misrepresented in the owner’s response to an earlier review so I now feel it’s necessary to, unfortunately, double down on my disappointment . I dropped off an item on 11/30/22 for repair and was quoted 6 months. After that 6 month window I was told multiple times, month after month, that my item was in the next batch/current batch, and it would be ready within weeks. September turned to October, to November, and into December and it remained the same story. I eventually went into the location, unannounced, on 12/14/23 to inquire about what was going on. I was shown the piece that was “pending final review” and immediately shared some concerns about the color and some of the fault lines (also I, as called out in the aforementioned review reply, originally misrepresent one of the lines that WAS present at the time of drop off, which I walked back within minutes). I was told someone would call me the next day (12/15) with the estimated time to finish this repair to their standards after reviewing it in additional lighting. I received no call on 12/15 or 12/16, and they were closed on 12/17 and 12/18. I attempted to reach them at least 5 times on 12/19 (leaving ~30 minutes in between each call as to allow them time if they were working on pieces) and nobody ever picked up. This continued through 12/20. I eventually got ahold of someone on 12/21 who said the item “should” be dry and ready for pickup on 12/22. I said I’d be in on 12/22 to pick it up, regardless. Later that day I was told it would, in fact, be dry and ready for pickup on 12/22. My conversations with the owner or other employees about “being in the area” would’ve been early to mid November, as I made a dedicated trip to pick it up on 12/22, the day after as I was told it was ready. I’m a very patient person, and was very patient with House of Renew during this whole ordeal. While I don’t understand the restoration business, I do understand the customer service industry and setting fair expectations. I do not have issues with the quality of work performed (following my feedback on 12/14/23), but I do with the failure to set or meet expectations that were remotely accurate. Anyone wishing to do business here needs to know that the estimated window of repair that is “subject to change” will absolutely change, and in my case - doubled. Also, the communication you receive around your piece, if you’re able to get ahold of them, will likely be empty as they buy time. I understand the need and importance of a business like this in our area, I just wish you would’ve done better with us."

"Earlier this AM I gave 2 stars based on the below context. I now move that to 1 star. The repair did not last overnight. The piece sat nicely on a mantle for a few hours only to break again. I was told a year ago that a microscopic screw would be used to secure the repair. When received I couldn’t tell whether one was used or not. Well, superglue was the only thing used…. This experience was not good. Shipped a glass piece for repair in Dec, 2022. No confirmation of receipt until Feb, 2023. No further communication until May, 2023 indicating their backlog. This lack of communication was infuriating and frustrating. I then came across a Detroit News piece warning consumers of similar problems other customers have had. I referenced the news piece in a text in Dec, 2023 and received a call the next day! From there the repair and coordination was fine. But a year later??? The original promise was 8-12 weeks. The reality was more like 52 weeks. The repair itself looks pretty good. So I give them 1 star for the frustration, and another star for doing their job. The same time frame with extensive communication on their part would have resulted in perhaps 4 stars because I am a patient and understanding person."

"Dropped of a item of in April and got it back in November. Slower turnaround than expected. Item was in my wifes name. Same last. I get it, short staff brings about back logs"

"I had a situation re: a piece of art I had purchased. I am so thankful for Ruth, the Owner - she put at ease the concerns I had! She was so kind, thoughtful and extremely knowledgeable! So nice to know that people of this caliber still exist!!"