Affordable Seating LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of a refund satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/18) */
The customer refused the order based on a claim that the items were incorrect. We advised the customer to accept the shipment and we would open a claim, and if the items were indeed incorrect then we would pick the items up and replace them with...

the correct items. We also advised the customer that if the order is refused we will not be able to confirm or deny if the items are incorrect until they return back to us, since we did not have photos showing the issues the customer brought to our attention verbally. There has been a delay because the shipping company has lost the freight in the return transit. They are doing dock checks currently, but it has resulted in a delay in our ability to assess the situation.
If the items are returned and are confirmed to be the wrong merchandise, then we will refund in full. If they are returned and confirmed correct, then per our policy the customer is responsible for shipping costs, and there will be a restocking fee of 30% applied. We and the customer have agreed that we can process a credit now of the basic amount (with the 30% fee and shipping deducted) and then at the time the items are found and returned to us we can assess whether or not additional credits are necessary.

Hello We want to clarify to the customer and to you the situation We offer the customer to buy a new tops,  a different kind that he likes and will fit his requirements which he selected already When he gets them he can un install the “bad” tops and pack them on the pallets from the new order When we will get the damaged tops to us we will refund him on them in full , even though they are used furniture and we can not use them or re sale them    Thank you

Hello Attached is our last email to the customer that sums everything up on our end In addition we would like to ask if the order was placed 06/15 and the customer got the furniture 07/12 and they ordered 8 weeks ahead , why did they open a day after delivery? Our offer still stands and the...

customer is more than welcome to contact us Thank you

Initial Business Response /* (1000, 5, 2015/05/08) */
Regarding the time of the deliver, the shipment was sent as quickly as possible because the customer indicated it that he needed it as quickly as possible. When we learned that he was not ready for it yet, we worked with the third party shipping...

company to have it held for a few more days in the terminal. After making these arrangements myself, I then found I was forwarded an email thread between the carrier and the customer which indicated that he approved delivering that day instead of having it held, which overrode the work we had done to hold delivery. I then called him immediately to ensure he was aware it was on it's way to him to avoid him being caught unaware.
When the truck arrived, we spent one hour on the phone with the customer explaining in full what his options were. He very clearly explained to me that the full order was wrong and that it was only chairs, no barstools or tables (which we have since determined was not accurate). The carrier has forwarded us photos from the terminal showing that at least 3/4 of the order was correct, possibly more. We have very clearly offered to have the freight redelivered to the customer and can switch out any items that might be incorrect, or we can route the shipment back to us and go through it ourselves if he prefers.
Per our policy, if the order comes back and its 100% correct, the customer will be charged 30% restocking fee, plus all shipping fees. We will document and take photos of the returned shipment to prove our claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The shipment was never held for any amount of days prior to arrival. I received a call 20 minutes before it was coming. I was told I couldn't accept a partial order by the shipping company. I had to accept all of it, some of which was not mine, or reject all of it. Affordable Seating was attempting to have me accept the shipment and have responsibility for it. At no point did I say that the full order was wrong.
Let's look at some common sense: I have spent 7 months on a project that should have taken 3. I am desperately trying to open in one week. If the furniture arrived correctly, I would have accepted it. Especially since it was already mostly unloaded off of the truck. if part of the order was correct, I would have done my damndest to keep the part that was correct. These were not my options. I was told if I accepted the order by the shipping company that this was the correct order. I as told I could not accept a partial order. My choices were to accept the entire thing or none of it.
Once again, common sense says that I have a business under duress to open in time. I would have done anything to have at least part of it.
I have no incentive to send back an order I desperately need.
Now, the shipping company has plenty of incentive to indicate it was my fault or Affordable Seating.
Affordable Seating has plenty of incentive to say it was my fault or the shipping company.
Me? I have no incentive to sabotage an opening that took me 20 years to get to.
I do not want to pay for additional shipping charges to have the correct order sent to me.
I want the order I made, delivered to me, under the original payment I have already made.
Thank you,
Final Business Response /* (4000, 9, 2015/05/08) */
It is important to note that when the customer says he spend 7 months on a project that should have taken 3, this is separate and unrelated to the order. We also wish to stress to the customer that we in no way feel he would "try to sabotage the opening" and our position is that the freight was simply not inspected fully before being refused.
Affordable Seating and the customer have settled together on a course of action where he is accepting redelivery of the shipment so that he can have in his possession and begin using all of the items that are correct. If upon inspection there are in fact items that are incorrect, we will pick them up on our account and depending on the customer's needs either ship replacements or refund him for this portion of the order.
Final Consumer Response /* (4200, 11, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am expecting delivery tomorrow from 10am until Noon. I will inspect the items and take pictures to verify the order. If the order is incorrect, I do not want to pay for the second shipping charges of an incorrect order.

Initial Business Response /* (1000, 5, 2015/06/23) */
First, I want to stress that while I don't doubt the customer when they state they sent photos of the items to us a week before, our claims department did not receive the email as was explained clearly to the customer. We asked them to please...

re-send it, and they complied. This was re-emailed to us yesterday 6/23 in the mid-afternoon, and we assessed the photos in under 24 hours to give the customer an answer on their claim this morning. We did confirm that the color of the chairs is correct and are looking into the option of sending swatches as well so the customers can confirm for themselves in addition to our own assessment.
We are sending the hardware as well, which we also informed the customer. We gave them the option to purchase the screws locally and send us a receipt for full reimbursement, or we can send it straight from the warehouse. The customer chose to have us re-send the missing screws, and we are complying. This is being sent to the customer via Fed Ex.

Initial Business Response /* (1000, 5, 2015/09/23) */
This order shipped on Mon, Sept 21 with Central Transport, and the tracking number is XXXXXXXXXXX. The shipment can be traced online at http://centraltransportint.com/confirm/trace.aspx for confirmation.
Initial Consumer Rebuttal /* (2000, 7,...

2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The items did indeed arrive today. We have yet to inspect carefully for condition though.