Ruby’s Hand Quilting Service

Before my mother, age 88, became blind, she finished a beautiful quilt top, and had the hand quilting approximately half done. I intended to have it finished and give it to her for Christmas this year. I contacted Ruby Nelson, at Ruby’s Hand Quilting Service in Farmington, MN in June 2015 and made arrangements for her to finish it with the same quilting pattern that was started. In addition, I asked that it be bound.
It was returned to me in December with the new hand quilting in a completely different pattern — even where the new quilting was side by side with my mother’s quilting pattern. The marking material was still prominent and had not been removed. It was not bound. The stitches were indeed fine and matched my mothers. I sent a $ 150 deposit and then was asked for an additional $ 298.00 before it was sent back. After I brought up that it was not bound, I was told that I had not been charged for that. After I sent picture of the quilt and how prominent the marking material was, and that it had been quilted incorrectly, I was told that the marking materials would come off easily. They did not come off with vigorous rubbing. I had not intended to wash this quilt — ever.
Ms. Nelson they said that she found that she had, in error, not deducted the $ 150 deposit and would return that money to me. She then offered to bind it at no additional charge. At no time has she expressed that the way it was quilted was a big mistake. NO quilter I know would ever start a new pattern right beside of an existing one. When I pressed for a refund, she fires back with the hostile email as follows:
«Oh no I totally understand. You sent a quilt that you wanted us to duplicate your mother’s pattern, however, the quilt was not marked, nor was there templates for us to use. If it’s that easy, then you should have marked it. What we marked the quilt is water soluble. As previously stated, I offered to take the quilt back to bind, take off the markings and finished the corners and return $ 150 deposit. That being said, the check of $ 150 will be in the mail. Disastrous is dramatic. Disaster is homes and family being lost because of a tornado. I consider this conversation OVER.»
But what else would anyone call a ruined family heirloom? Beware of this quilting service if you have an irreplaceable quilt.