Omega Moulding sloppy cutters no accountability
Omega Moulding was recommended to me as a framing, glass, acrylic source for my artwork and photography (I live in California). Recently, I ordered 3 cut to size acrylic pieces for my collage artwork, in which the acrylic is mounted on the outside of the frame. I needed it cut to exactly 22 5/16 to be flush with the frame edges. In my two phone conversations prior to my order with two different representatives, NO ONE told me that a cut to size order has a 1/8 variance in the actual size requested. I ordered three pieces totaling $130. I expected to receive 3 pieces cut to 22 5/16.
When I opened the order, not only were the pieces not 22 5/16, most were closer to 22 3/8 (yes it makes a difference in the way that I mount the acrylic), two of pieces were not even cut square - i.e. one side of the square was 22 3/8 and the other was closer to 22 5/16. In another piece, one of the sides was not cut straight! How is this possible?
I immediately contacted customer service with no response and had to call them. I got my sales rep Michael Israel on the phone, explained everything and he was very apologetic and promised me that I would receive a refund. Two days went by with no credit pending on my payment method. I sent him another email and he responded today (7/3/25) that in fact I would not be receiving a refund as "management" decided that I shouldn't be allowed one due to the 1/8 inch variance I didn't even know about! And even the rep apologized that their "guys" who cut the pieces are not detailed!
Obviously Michael Israel did not believe me. Just horrible customer service. Do not use this company! What a scam.
Update 7/3: because I threatened to write a review and dispute my charge, I got a reply that in fact I would be receiving a refund. Shows what kind of company they are.
Another Update 7/3 from Peter Shulman who sent me an email and accuses me of not only lying but deliberately trying to "damage" his company. This is classic projection when he refuses to take any responsibility for sloppy cutting or any responsibility on informing the customer of their standards:
"Hello,
Actually, to not offer credit for this was the correct answer as this was a custom cut item and completed within industry standard tolerance, and your expectations of less than 1/16” tolerance were completely unrealistic.
I agreed to credit this because instead of accepting what you ordered, that was within tolerance, you threatened to write non-factual reviews throughout social media. This is the issue, that as a company we can do all the right things and still have a disgruntled customer with unrealistic expectation make things up to intentionally try and damage a company’s standing.
As a result, it is easier for us to make this go away and write a credit even though we completely fulfilled our product within its specifications. Your unfamiliarity with fabrication standards does not mean we did not fulfill our obligations.
However, If you promise to never order from us again, and not write falsehoods on social media, I will write the credit and make sure your account is closed, and we can end this here."
Absolutely mind blowing. Threatening me that he will NOT provide a credit unless I don't write a review!