Wood Kingdom of Brookhaven

Review: My husband and I went to Wood Kingdom and ordered a swing set on August [redacted], 2014 at that time we made them aware we needed it installed by September [redacted], 2014 which they said would not be an issue and that it would be installed August **, 2014. On August **, 2014 they called at 5pm to say that their installer went on vacation and to call Saturday Aug. ** in the morning to reschedule. My husband called at 9am Saturday and was given a different story, that the truck had not arrived yet but to call on Tuesday Sept *, 2014 to reschedule. We called on Tuesday and were told that the truck would be in Thursday Sept [redacted] and the swing set would be installed on Friday Sept [redacted]. I called Friday morning at 9am to confirm delivery that day and was told that the dispatcher would call me back in 5 minutes. I waited an hour and when no call back I called again which at this time was told the truck was on its way from Pennsylvania and that we should have our swing set by that afternoon or Saturday morning which I told them was impossible as they knew that it needed to be installed by Saturday Sept [redacted] because we were having a party and they would not be able to come in the morning. The man on the phone said he would get back to me and hung up. We did not receive a call back until 10 am Saturday Sept [redacted] with another excuse, at this time I told them to forget it and to please refund the money he said fine and hung up on me. We have called them over 6 times since Sept [redacted] in regards to our refund which we still have not received each time we were told it was already done. As of today September **, 2014 we still have not received the refund and have started a dispute claim with our credit card company.Desired Settlement: I would like your money refunded in total as we were told it would be numerous times.

Business

Response:

We have processed the credit to their account and it should appear on their statement by the [redacted] of this month. We regret the problem and the delay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We ordered a shed from them in june 2013, they have promised us 6 weeks delivery and we have called numerous times and they keep putting us off….we have given them many attempts to provide the shed to us and now we are told the delivery will be Wednesday the [redacted] of december . when they did not show up we called and they promised us friday december ** 2013 and now they say they need to reshedule and we have had enough.Desired Settlement: I would like to have the shed, but cannot trust that when they tell me it will be here they wont cancel again. I have taken off work to many times waiting for them. I have used my days at work and im tired of dealing with them.

Refund

Business

Response:

[redacted] has legitimate complaints. We did need to reschedule a number of times and for that we apologize. We would like to supply the shed to her at a considerable discount. If she would contact me I feel confident that we can come to an amicable agreement that will compensate her for the delays.

Review: I purchased a shed from Wood Kingdom in [redacted] 9/**/13 Paid In Full. 10/**/13 I went to the Town of [redacted] and filed for a C.O. for this shed as it is oversized. Numerous scheduled appointments for installation did not occur due to weather (understandable) and no-shows from installers. Wood Kingdom never called for the no-show appts. or even to reschedule. I called them only to be given future dates that came and went again with no shows/no calls. Finally the shed was installed 4/**/14. Upon inspection from the Town on 5/**/14 it was noted with 2 deficiencies: Need footings at plan locations (blue print) and need ceiling joists per plan (blue print). That day after the inspector left, I went to Wood Kingdom in [redacted] and showed them the inspection ticket. They said they would come back to my house and install the footings and joists. The joists were installed but the footings still remain to be installed. Several appointments have passed and never once did I get a call to reschedule. I have to call them. I have missed many days from work waiting all day, for nothing. As of today 7/**/14 it still not 100% completed. I have an empty shed just sitting in my yard. This is unacceptable for a company to run like this. I want this completed before I have to take yet another day off to go to the town to have my C.O. permit renewedDesired Settlement: To properly install footings on shed as blue print illustrates to pass inspection per Town of [redacted] - before permit needs to be renewed

Business

Response:

We have scheduled the footings to be done numerous times but unfortunately they were not done for various reasons. We will get it done the week of 7/**/14. These footings were not on the invoice and we have not charged the customer for them.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Until the footings are installed the job is not complete and I will NOT be satisfied until this is accomplished. Wood Kingdom has either canceled or was a no-show without notice or explaination for far too long. I will be satisfied ONLY when the footings are properly installed as per the blue prints and accepted by the town inspector. The footings were to be installed per the blue prints from the beginning and were part of the install and not needed to show on the invoice. At this time I am NOT satisfied.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered and paid IN FULL for a swing set that has not been delivered. They keep lying and telling me it is coming, I wait all day and they never show! The [redacted] has a full mailbox on his cell phone and has not returned any of my calls.Desired Settlement: I want my money fully refunded to me!

Business

Response:

[redacted] received her play set and is exceptionally happy. We were willing to refund her purchase, but she opted for the delivery instead and is very happy that she did. We are happy we were able to satisfy her and her family.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Sent a purchase order to [redacted] on 8/**/14. Have been in contact with him at least a dozen times regarding having a basketball hoop that was donated to our school district installed. EVERY TIME, he gives us dates & then never shows up for delivery and/or installation. We have had at least 6 different dates promised. It is 8 months after our initial purchase & we still do not have our basketball hoop.Desired Settlement: We would like Delivery & Installation of the basketball hoop as soon as possible.

Business

Response:

We apologize for the delays and the problems we have caused the school district. We have cancelled their purchase order.Again, we are sorry for the problem.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The order was not fulfilled, it was cancelled.

Sincerely,

Review: I ordered a shed needed by April **, 2014 (noted on invoice) I called last week and was assured I would have it by April **, 2014. Now I called this week and am told not until the week of April **, 2014. that is too late I verified the date before I ordered shed and was assured that I would have the shed by that date. I checked the internet now only to see this is how they do business, I am not the only one who did not get their product on time if at all.Desired Settlement: I would like my money back as after that date the shed will be loo late, and I can not trust that this company will ever deliver on their product.

Business

Response:

We were under the assumption that [redacted] was satisfied with the new date that we gave. If she does not wish to accept that date we will refund her deposit. A call to the service office is all that is required and we will issue a credit to her account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They gave me another date of May [redacted]. I called today and asked the status and was told the shed would not be in for another 2 weeks from this Saturday. Making that May [redacted]. I advised them again that I wanted my money back. Lee took my credit card information and advise me it was a process. It needs to go to the bookkeeper. They had no problem taking my money right out of my account. Why cant they credit my account in the same fashion?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] has received a credit. It took two days from the time she cancelled for us to have the return processed. We apologize for any problem the delay may have caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I paid $1947.78 for a shed on July **,2013. Told to wait 10 weeeks. At 10 weeks told they were behind schedule. Since then I was told it's too cold,it may rain,it may snow,it's too windy-one lie after another. Given a delivery date of March **. Come March **-no shed-no phone call. March ** and **-no shed-no phone call. I lost 2 vacation days-$192. After intense questioning they tell me their crew goes to Florida for the winter. Next,they tell me April **(today) and then they cancel because---are you ready for this---now they are installing playground swing sets. Totally unreliable-one lie after another. [redacted] is [redacted] is [redacted] is totally useless. Almost 9 months and no shed. All my shed stuff is in my basement.Desired Settlement: I want a refund or my shed tomorrow-April **,2014 at 12 noon.

Business

Response:

This gentleman has received his shed along with free merchandise and a credit. We are sorry that he experienced problems with us, but we have fulfilled our obligation to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Yes, I have finally received my shed. The fact that it took almost nine months of frustration does not make the complaint disappear. They were supposed to be here Mon. morning,April **. At 10am I called to cancel. I was actually looking at other sheds when they showed up at 1:15 pm-no phone call. The ramp that goes with the shed was missing. I was told it would be there the following morning. 2 days later I got my ramp. I was so looking forward to my new shed for so long. Now, it is just a bad memory.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On August ** 2013 I Paid $1350.00 down on a 8x12 barn shed from [redacted]. The remaining amount of $1365.63 was to be paid upon delivery. I was told that delivery is a little backed up. Normally a month to 6 weeks but because of back up I was looking at a delivery of the end of October. Not a problem. I advised them that I needed shed for my deck and pool furniture so end of October is fine. I then received a call shortly before the end of October advising me that my shed would be 2 more weeks delayed. Then after 2 more weeks I called them because I hadn't heard anything. At this point I was advised that the shed would not be ready for another 2 weeks. I was very upset. I asked for an explanation and all I got was, sorry there is nothing we can do about delivery but I was advised that they would throw in a ramp and a shelf for free. I said fine I really don't have a choice. Needless to say this happened two more times. Delay my order for two more months. Each time I called them. I never received a call from anyone at wood kingdom at anytime after the first delay in October. My attempts to speak to [redacted] on numerous occasions were always put off. He was either not in or not available to talk to me. At this point we are now into January 2014. I again had to call them and was advised that the shed was still not ready(Jan * ). I was very upset and asked for a refund of my $1350.00. I was advised that [redacted] was the only one who handles refunds and that he was not in but would be in tomorrow January * and they would have him call. After no call from [redacted] on Jan * I again call them back on Jan** and was told again he was not in. I asked if they could call him and have him authorize my refund. They advised me they could not do that. I again called them on Saturday Jan ** and was again advised that [redacted] was not available. Now its Monday Jan ** and I again call wood kingdom. Finally [redacted] gets on the phone and trys to talk me out of requesting a refund. I advised him that this is the worst company I ever dealt with in my life. Please refund my money in full ( $1350.00 ) [redacted] advised me that my account would be credited for the full amount of $1350.00 and would show in my account within three business days. Since that day I have called them on four more occasions. Each time being told either they had I problem with my credit card number, which no one called me about. or that they would check with the women who handle the refund process. The last time I spoke to them about my refund was Saturday, January **. I was advised they would have the secretary refund and I would receive by Tuesday, January 28. I advised them that this would be the last time I call and if I do not receive my refund by Tuesday I will be contacting the Revdex.com.Desired Settlement: A full refund of $1350.00

Business

Response:

We are sorry for the delay. [redacted]'s refund will be processed this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the same response that I received from [redacted] at Wood Kingdom on numerous occasions.

My refund has been being processed for over three weeks now. How many times can he say this to me.

Please do not close this report. I will let you know if I receive the refund of $1350.00. I of this point I have not.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Wood Kingdom of Brookhaven regarding complaint ID [redacted].

Sincerely,

Review: My business, a pre-school, purchased play ground equipment from Wood Kingdom. Wood Kingdom required a credit card on file in case we defaulted with payment after the installation, and that was the only circumstance in which they would charge the card, otherwise they had no authorization to charge the card. on the day of the delivery we provided them with payment via check 2820 in the full amount. Wood Kingdom then erroneously charged my personal business card and accepted the check. The preschool treasurer has been in touch multiple times with Wood Kingdom requesting a refund but they keep repeatedly stating that they can not issue a refund because their "credit card machine is broke". When we asked them to contact their merchant provider for the credit card and request them to put the refund through manually, their answer was "we can because our credit accounts are frozen" It has been almost two months since our first complaint and I am incurring interest charges and penalties for the charge being on my personal card which it should not have been. I need assistance in having the company refund the credit. We need a credit to the card, not a check to pay off the card, because we to need to prove to the credit card company that I did not authorize those charges in order to have the penalty fees refunded as well and my credit back in good standing.

Thank you for you assistance.Desired Settlement: I would like the full amount charged to my credit card to be refunded to the credit card as a cc credit in the amount of $1,629.32.

Business

Response:

We have tried to remedy this as quickly as possible. We have offered a check refund to the customer because that's how the over payment was made. We understand that that doesn't work for her but that's how our system is designed to operate. We will facilitate her desire within the week and credit the card that she wants credited rathe than sending a over payment refund check.

Review: I ordered a play set on 8/**/14 and have problems with this company ever since. I have heard every excuse as to why they delivered the incorrect set, and am still waiting for the correct set I originally ordered. I have been told many times that my set would be delivered on a Saturday (I made it clear since date of purchase that I work two jobs and am only available for Saturday delivery). I was told by the person that I purchased from ([redacted]) that this would be "no problem". I have received MANY phone calls on Friday nights( the night before scheduled deliveries) informing me that they were too busy and I would have to reschedule delivery. I have made NUMEROUS attempts to contact company owner ( [redacted]) and have not received a return call . I did receive a $250 credit from [redacted] because I was inconvenienced for so long. I am done listening to excuses so I would like a credit of the purchase price $1651.05 , plus accessories that I prepaid $54.31 minus the $250 that I was credited for being inconvenienced. Total credit owed: $1455.36. I feel I am being fair, considering I have been inconvenienced for nearly four months and never received original purchase as of today, 12/**/14. My last phone message to company stated that if I did not hear back from [redacted](owner) by [redacted] December [redacted], I would be pursuing this matter.Desired Settlement: I no longer want to contact this company, I have been more than patient, and I want a credit of $1455.36 issued to credit card used in original purchase.

Business

Response:

We will arrange a pick up of the set that was loaned to the [redacted]'s and refund their purchase price in full.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will not allow current set to be taken off my premises until credit is made in full. I have been subjected to several broken promises.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] has a playset in her yard. We are aware that it is not the one that she wanted and we have already issued her a credit for that. We will issue a full refund to her when we pick up the set. This will be done as soon as the weather will permit us to do it. We are sorry for the delay. We have no problem with the [redacted] children using the set in their yard until we are able to remove it.We apologize for the delay, but the weather circumstances have made that impossible. As soon as the weather allows we will pick up the set and give [redacted] her credit and the receipt reflecting it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseThe last message sent from Wood Kingdom stated that this would be resolved by January **, 2015. The weather was not the problem. Had you given me my credit and picked up your incorrect set by promised date, this issue would have been resolved. Weather was not the problem, just another excuse. There is no need for further correspondence, as it is getting us no where. As this time, a settlement in court is my only option.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a shed from this company on July *, 2013 and was told to leave a rather large deposit at 50%, which I did. I was told they were a bit backed up with delivery and the shed would take 7-10 weeks. In mid-September, I called to get status and told it would be about 2 more weeks. After 2 weeks, I called and was told a few more weeks. This went on thru November, and as I complained they offered a slight discount to the price and free additions, so I was satisfied. In mid December, I was told the shed arrived and we could schedule for installation. We chose a date in December, which was cancelled. Chose another date, which was cancelled again. This went on 3 or 4 times until finally on January [redacted], they called the day before to inform me installation will take place between 12-2PM...at 2:30 I called to find out they were delayed and they would call me back when they knew when they were coming. At 4:30, I called them since I haven't heard and they informed me they wouldn't be coming. They offered no apologies and they did not offer to do the install first thing the next day (since it was Sunday). So I told them to cancel the order since I did not think they were actually going to be able to deliver and install the shed. The man on the phone ([redacted]) did not try to dissuade me but simply said "okay, I will tell them". I have no confidence in this company to be able to deliver thier product that I paid half for already, not do I think they will credit my credit card for a full refund. I have started a dispute with my credit card company and hope I can get some resolve that way. This company is absolutely pitiful and I am amazed after my experience and all the complaints written about them that they are still in business.Desired Settlement: I expect the company to refund my credit card in full. No promise they make can be believed or trusted.

Business

Response:

We apologize to [redacted]. We have spoken to him numerous times. We have his shed and can install it for him as soon as the weather clears. I know that we have disappointed him and we regret that. We are working very hard to correct the problems we have had. We will call him before the [redacted] to see if we can remedy the situation or if we can arrange for a refund.

Review: This has got to be one of the worse run companies I have ever done business with. My wife ordered a play set for almost $2000 in Late February and asked for it to be installed as soon as possible so we can give it to our children as an early Easter present. They said they could have the set in as little as 2 weeks. Well after 2 months of calling and calling to find out what is going on, we were told that the set she had ordered was on back order and it will be in Thursday. This was told to us 2 times and we made plans to take off of work for the installation and they never showed up or contacted us. Finally after 3 months and countless phone conversations with the owner [redacted] they showed up to install the set. After the set was installed that day, my wife who had ordered it originally came home and much to her surprise it was not the right one. We immediately called and spoke to the manager and they said since the unit we ordered still hasn’t come in that they would give us this one as an “up grade”. It was half the size and missing half of the options of the one we wanted. Later after calling them out on a ** excuse, [redacted] said that our set will not be in for 2 more weeks, and that they were giving us this one in the mean time since we waited so long. Such a excuse, they were trying to [redacted] off a cheaper set that went for half the price of what we ordered. 4 weeks later our set arrives and since the new set is a lot larger, they needed to move the unit to another place in the yard. I asked for them to fix the holes in the ground, and the owner [redacted] said he will have sod installed. 5 days later 4 guys show up with a bag of cheap grass send and literally fill in the holes with grass send. I still have 4 inch deep holes in my grass that I will now need to fix myself. I thought that was the worst part, I was wrong. The new set they installed is not leveled and is leaning, the installers cracked a few boards and decided to use wood screws and try to fix it, and it didn’t work. Now I have cracks all over the set. each time we call and ask for assistance they now hang up on us.Desired Settlement: I would like for them to refund me for lost wages due to time off of work for service that were not rendered without any notice and repairs needed to be made to my lawn. Or a partial refund for the unit for inconvenience of the situation and damages to the unit during instalation

Business

Response:

I am sorry that the [redacted] are upset with us. We did not have their set in stock and had difficulty getting it for them in a timely manner. We delivered a different set and lent it to them to use until their correct one arrived. Our installers placed it where we believed the customer wanted it to be. When the correct one arrived we thought it would go in the same spot but were informed that they wanted it in another spot. We installed it in the new spot and came out and seeded the areas that had worn down over the month the set had been in the original location.

Review: I order a shed on May **, 2013, I was told delivery would be made in approximately 6 weeks. My deposit was $2,150. I called them many times and was always told that my shed was on the next shipment. Finally, on October *, 2013 I went there in person for a refund. They just wrote cancelled across my invoice....when I asked about receiving my credit, they said it would go automatically to my credit card. They never did put in a credit to the credit card company....when I called them about that - they told me they were going to issue me a check. I went personnelly to pick up the check....[redacted] actually handed me the check, no "I'm sorry", nothing not a very good businessman....I did deposit the check.....and THE CHECK BOUNCED. I found it hard to believe that a company like Wood Kingdom, who has 3 locations didn't have enough money in their checking account....I have now beeing trying to get a bank check from them, so I wouldn't have to go thru any more problems with them......They keep telling me that the bookkeeper isn't in yet......I seem to get that excuse every time I call. When I told them that they should pay for the bank fee for a returned check, they actually told me I had to show them proof of the amount the bank was charging me......After all they have put me thru, they wanted proof of a $15 bank fee. I did send them a copy of part of my statement with the fee and the returned check marked on it. All I want is my money back.Desired Settlement: They should return my money, pay for the bank fee and should pay for my gas - going back and forth to pick up my money, because I don't trust them to send it. If I have to take them to court, they will also have to pay for the legal expenses.

Business

Response:

I was not aware of this complaint. I will contact them today,12/**/13 and satisfy them.

Review: I was promised a swing set within 2-3 weeks or ordering . It is now 6 weeks later and I still have no swing set. Customer service is horrible, 4 times someone was suppose to call me back and never recieved a call back. I finally cancelled my order and am still waiting for my deposit to be returned.

Business

Response:

Her set is in stock and we can deliver on Thursday or Friday of this week. We apologize for any problem that this delay may have caused. We are sorry for the poor level of service she has received. We have made internal changes and are working hard to improve the level of service that we provide.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not want the swimg set. they have been promising the swing set for 7 weeks. I would like my money refunded, which they promised me last week and have still not been refunded. The swing set was promised to me 2 to 3 weeks after the order was placed. it has been 7 weeks. I want my money refunded.when will my money be refunded? When I called last Wednesday ( swing set was suppose to be delivered Thursday) they said they could get it to me by Monday (today) now they are saying Thursday or Friday. Please just refund my money .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have issued the [redacted]'s a full refund with our apology.

Review: Ordered our shed in March...still has not arrived. Was told numerous excuses. Told I would be called back with no return call.Desired Settlement: Compensation for all of the numerous issues.

Refund Credit Card

Business

Response:

[redacted] has received his purchase and has been compensated for the delay in receiving his product. We regret that there was a significant delay, but believe that we have delivered an excellent product to the customer. We are very sorry for any inconvience we may have caused him.

Review: I ordered an 8X12 shed the last week of august and was told it would arrive in 4 to 6 weeks.

I then recieved a call in early october that it would be a few weeks late, but would be installed before halloween.

I get a call shortly before Halloween that it would be a few more weeks, but it would be there before thanksgiving.

A few weeks later I get a call that it will be there befgore christmas.

At this point, the calls stopped, and I had to make them. They said they were held up bu the weather.

I called them April [redacted] to cancel my shed, I found another place that could deliver it in 3 weeks.

They talked me out of it and promised to install it in three weeks (5/**)

I called them on the 5/**, and he said it would be another 3 weeks. I told him to install it 3/** or refund my money.

He said he would "see what he can do"

I called them 5/** at 10am to ask what time the install was. He said he would call me back. I gave him an hour to return the call. He didn't.

I called again, and got an excuse about the rain last wed, thurs, and friday. However I had called him on Friday, and he he said it would be installed on 5/**.

They also claimed to have been trying to call me on 5/**. There were no missed calls on my phone log, and I had in fact called them.

He tried to push the date, I told him deliver it 5/** 4pm or refund my money.

He tried to push the date. I insisted 5/** 4pm. He said he would call me at 4pm. He did not.

I called at 4:30 and was told he had left for the day.

The bottom line is this company has an interest free loan from me for the past 8 months, and they still haven't installed my shed.

I will update the complaint tomorrow after I call him. I am sure he will conveniently be "unavailable"Desired Settlement: I no longer wish to support this company with my business.

Business

Response:

I was available this morning to speak to [redacted] and despite my offer of a discount or some other form of restitution [redacted] wanted to cancel his order. I got his information for a credit today and will process it. It should be reflected on his account by Monday.

We apologize for the difficulty that [redacted] had with us.

Consumer

Response:

A few weeks back when I try to cancel the order I was told that the shed was there, they just had a backlog on installation. [redacted] then told me it was taking a long time becuase it was last years model, and it would arrive this weekend. I ORDERED IT LAST YEAR, and the other manager (i think his name is [redacted]) told me it was already there.

At that point I decided I was no longer dealing with this company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I want to let you know that never in my life have I ever had such bad services full of empty promises about delivery and call backs (follow up) on an ordered product. I don't even know where to begin, oh wait yes I do, let's start from the very beginning. My wife and I went to Wood Kingdom East and were looking at some swing sets to see what we can purchase. When we were done, we said thank you and left. The very next week we went back because we had some questions that we needed answers to and we were (helped?) by a salesman. Who by the way, was more interested on checking his cell phone and texting than in my asking him a question. At one point I was afraid to interrupt him so I waited until he was done checking his phone then proceeded to ask my question. I ask you, is that customer service? Is that standard procedure? For a salesman to be more interested on what's being texted on his cell phone rather than paying attention to a paying customer who is about to drop $1600.00 in your lap? Apparently so, because he's still working there. Anyway, we decided to order the Acadia swing set because the price is right and the size is right for how we wanted it set up in our yard (more on that coming up). So after we ordered it, he told us it would be in in a couple of weeks and they would call us (this was June [redacted], 2013). Three week went by and no phone call so we followed up (1st phone call) and he said it's not in yet should be in next week (ok, I'll buy that). A week and half later still no phone call (Mind you summer is almost half over) hence the second phone call I had to make. Now I am being told that the delivery person was involved in an auto accident and couldn't deliver anything (????) Really? You mean to tell me you only have one delivery person for your whole company? I mean I feel bad for the guy and hopes he gets better but really? One delivery guy? Where's your back up? In my eyes this is bad management, not even a phone call explaining what happened so I can understand the delay. He then said that they should be getting it in by that Monday or Tuesday and we will be getting a call to set up a date to install, I left it at that. Well guess what? That's right no phone call by Tuesdays end. Guess what I did? Here is the third phone call (See a pattern? I am the one doing all the calling). Wednesday afternoon I called and guess what? That salesman answered. I told him that if I don't get the swing set installed by Saturday you will refund my money. Guess what, by that Friday he calls and says that the swing set is in and they will come and install it on Tuesday or Wednesday the following week. Now the real problem begins. Really? How can it get worst you ask? Well, here goes. The guys who installs the swing set arrives at my house around 3 15 or so. The delivery guy doesn't arrive until almost 4pm.I told the delivery guy that I believe he brought the wrong set over because the slide was not what I had ordered and he said that this is the slide that comes with it. I beg to differ because I know what slide I have ordered. Sorry delivery guy, if you were there when I made the purchase then you can debate with me about that. Since we are on the slide problem let's go back to that salesman because this also involves him, when we ordered the swing set we specifically asked that the slide be swapped out and he said " Sure, we can do that." Ok, back to the problem at hand. The delivery guy leaves and the installers starts taking them out of the boxes and lo and behold what happens? It's not the right swing set!!! Honestly??? Who checks the packing slip before they make the delivery??? Toddlers???? Am I missing something here? How is something that is so simple become such a debacle??? Who running this company??? The installer called one of the managers and I had a lengthy talk with him. I told him what had happened, in how I had to wait 5 1/2 weeks for a swing set to arrive and when it did arrive it's the wrong one. I told him about the poor service I experienced when we made the purchase. So to calm me down he said let these guys set it up and you can use it until yours arrive.(???) But these guys don't have instructions to put it together, the set didn't come with any. So let me ask you, who is responsible if the set was damaged somehow in my yard? Me? Who is responsible if these guys install the swing set with out using instructions and my child plays on it with her friends and it collapses? Can you tell me? Who is responsible for that? Me? He said no I wouldn't be. So tell me why would you want these guys to install it on my property just so that they can break it down to put up the other one that I actually ordered? Does that make sense to you? No it doesn't. There is a reason why we ordered the Acadia, it's because it fits within where we wanted it place. I don't need a bigger one, if I wanted a bigger one I would have ordered the bigger one. The one they delivered is called the "Dreamscape", #1 or #2 we don't know because the people who packaged it decided not to put a number on it so you can tell the difference. Pure genius. But I do have to give credit to this manager, I asked him through my frustration and wanting to put this all behind me I asked " Ok , I am only asking, if you tell me no you can't do I will be fine with that so I leave it up to you. Let's say I allow you to install this swing set tomorrow provided they come with instructions and they put it where it is suppose to go and it fits and we end up liking it. Can we keep it with out you charging us more for it because it is a more expensive set?" He said "Absolutely!! You can keep it and we won't charge you a single cent" ( I have to be fair about this complaint ). I called the next day to double check that it will be installed and that the guys will have instructions with them and that the swing set is similar to the Acadia with the forward facing slide and he said "Yes, it is similar". I left work early that day because my mother in law was watching my children and said that the installers are here and there is a problem. The dreamscape that was delivered was not a forward facing slide but is a side facing slide. Ok, change of plans, when I arrived home I spoke with the installers and told the installer this is what I want done and had them put the slide elsewhere than where I wanted it. After they done that they were getting ready to leave he told me that I would have to call Wood Kingdom and tell them that the canopy was too short and they would have to replace it. Wow!! Another phone call I would have to make. Hey, you have a cell phone, can't you call them right then and there? Why am I constantly the one who has to call????? So here we go again, my wife called and explained to them that the canopy was too short and that they would need to come back and replace

the canopy as well as a cracked rope ladder board. Why the installer put the cracked board on there when it was so visibly damaged is beyond me. this is a brand new set??? Anyway, they came to replaced the cracked board but the canopy they brought with them was ripped and he said that he will let them know to come a replace the canopy. (OMG!!!). My wife just told me that the rope ladder board was not replaced, you know what he did? He took the splintered piece off and stained it then turned it the opposite way so that you won't notice it. Is this how Wood Kingdom fixes things???? Friday 8/**/13 my wife calls Wood kingdom about 11:30 am to see when they will come to replace the canopy and was told she will get a call back. 1:30ish pm...nothing so I call them back and this time I was very angry and demanded that the co-owner calls me back. Between 4:30 pm and 5:30 pm he calls me back and says "They will be there Monday between 12 pm and 4 pm to put up the canopy" I said "Good" and left it at that. Well needless to say when I arrived home today Monday 8/**/13 at 5:30 pm there was no canopy. At 5:37 pm I called and the co-owner answered. I asked where is my canopy? He asked " They are not there?" I said " It's 5:37 pm I do not see a canopy." He said " Hold on I am calling the guys to see where they are". After a few minutes he get back on the phone and said " They will be there between 6:15 pm and 6:30 Pm " I said "OK." About 25 minutes later my wife answers the phone and it was the co-owner of Wood Kingdom saying that he was checking up to see if the guys came and my wife said no they didn't show up yet. he told her that he will continue to call and follow up until the guys showed up. Monday 7:27 pm no installers hence NO CANOPY and no follow up call from the CO-OWNER of WOOD KINGDOM like he said he would do!!!! So I ask you, is this how Wood Kingdom conduct business??? We ordered the swing set on June **, 2013 it is now August **, 2013 and we are still waiting for you to complete the set. So you understand the frustration, anger, resentment and bitterness I feel right now towards your company. As far as I am concerned your brand is tainted. I want to know what you are going to do to fix this mess. I mean the only good thing that you did was to replace the slide with the one we wanted when we placed the order.Desired Settlement: Full Refund for having to go through this two months long ordeal when it could've been so easily fixed. Let us keep the swing set at no cost to us since it's not even the right one delivered. Replace the splintered rope ladder board and install the canopy that we never received because it was either too short or was already ripped.

Business

Response:

We have responded to [redacted]'s complaint and have tried in every way possible to satisfy him. [redacted] had a bad ladder step and he was unhappy with the manner in which we leveled his set on the unlevel ground in his yard. We provided him with a replacement upright for his set so that in the event that he moved he would have a replacement. We are waiting for a replacement of his ladder step and will replace that as soon as it arrives. I've been to his home and we have addressed all of his concerns. We have given him a free seal and service for next year as well. Unfortunately we cannot give him his swing set for free. It is a quality product and he himself told me and my installation crew that he likes the set and that his children love it and use it all the time. We apologize for all the probelms that [redacted] endured. If he contacts the store we will work closely with him to find common ground to come to a reasonable settlement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,