Arbor Manor Assisted Living Community

Initial Business Response /* (1000, 5, 2017/04/24) */
Hi ***, Your order will be shipping by May 19th
Initial Consumer Rebuttal /* (3000, 7, 2017/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On the same day I filed this complaint, I received a
message back from Rough Country Rustic that said my order would be completed in business daysThat puts it being completed no later than May 5thThis response says May 19thWhich is it? My frustration is this is the same conversation that has been going on for months
It's not right to continue to advertise your business when you have orders that have not been fulfilled from 8+ months agoThis is not consumers being difficult - this is a baseline expectation of business being conducted from both sides with honesty and integrity

Complaint: ***
I am rejecting this response because:
The invoice with shipping information says that only bed (I’m guessing that means the pieces that make up the bed frame) and dresser have shipped
I should be getting a total of pieces which include a dresser and a chest of drawers, and two nights stands along with all the bed pieces It also says there is a balance due of 600+ dollars and I have already completely paid in full at the time of placing this order back in February
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2017/04/24) */
All items have been shipped with FedEx
Initial Consumer Rebuttal /* (3000, 8, 2017/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because some items were shipped via
FedEx but the most important items were not shippedThe caps to the headboard have not arrived and I have not received any shipping information saying they are coming

Initial Business Response /* (1000, 9, 2017/04/24) */
This order was refunded in full

Initial Business Response /* (1000, 5, 2017/03/01) */
My name is *** and it is at the bottom of every email I sendWe do make the product we are just simply behind on productionI do apologize for any inconvenience

Initial Business Response /* (1000, 5, 2017/03/07) */
Our website has been updated with longer lead timesYou will be getting your order as promised
Initial Consumer Rebuttal /* (3000, 12, 2017/03/28) */
The business still hasn't issued my $refundI have received my free gift as an
apologie, but still have not received my bed set that I orderedI have given up contacting them due to always getting the run around and constant excuses
Final Consumer Response /* (4200, 16, 2017/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business said they would ship my item days ago, but will not supply a tracking number for proof that its actually shipped, please help thank you
Final Business Response /* (4000, 18, 2017/03/31) */
I will email you the tracking number

This is rather lengthy but we really want to try to create an understanding. It may or may not change your feelings toward our company but it’s important to us that our customers understand what’s going on and how much you truly mean to us. In short, we are simply a company that grew
quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those that decided to wait. Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode. While we were still working from our basement. We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in productionWe did recover from that and grew out of our newly built facility and moved to a square ft facility along with hiring over people and went in half on our building with our new contractor who would be in charge of building our larger items. It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about years. Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production. With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled. You may or may not have been briefed on that issue. But in short, she wasn't doing her job and we should have monitored the situation better. She did just enough so that attention wasn't brought to her and collected her pay check. Eventually we caught on and we did give her the opportunity to correct the problem. We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production. And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and *** messages regarding poor customer service so we wouldn't see them. We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June" without ever following through with the production schedule, wiped her computer and got her last check. It took about a day to realize what had happened and then we went into damage control. Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to. We tripled production, hired more employees and made sure our contractor was on board with the increase in production. He said it would be no problem. We stayed on track for almost months with the new production schedule and then our contractor decided on his own that he would cut our new weekly production schedule in half. This quickly derailed our plans to stay on track. In a mere weeks we were one month behind our new schedule. Knowing we couldn't afford another problem, we decided it best to let him go. Along with him, he took his employees despite our offering them positions. But that's not all. He was rather upset because he made very good money with us. The day he was fired, he came into the shop and emptied half of our building, taking his tools and stealing many of ours. He and his crew also vandalized the property, destroyed furniture that was on the floor and left threatening notes behindThe following day we had over $in stencils stolen as well as all of our non-competes that his employees signed. We asked that the unfinished product and supplies he had in his subcontractors shop be returned as well as all of the unused lumber. He refused. Keeping over $170,worth of product and thousands of dollars worth of material that we paid for. We of course filed a police reportThen came the cutting of services. He cut our internet and phone service(resulting in a huge backlog of emails as it took days to get back on), trash service, as well as gas and water(These services were his responsibility as part owner of the building) I have hours of recording of him admitting to everything above, also in police possession. All of this of course, caused yet another delay as we had to scramble to find new contractors and employees to fill the lost positions and clean up the mess. As well as replacing and repairing things that were damaged or stolen. He then started his own business using my materials, and unfinished product. Something he admitted to have been planning since October of last year. We are not a scam or a fraud. We are not terrible people. We are simply trying to recover. We could have and should have been better, we made mistakes. We are not perfect. We have served over 100,people successfully over the past few years and hope to continue serving customers for years to comeWe are doing and will continue doing everything we can to get our reputation back if at all possible. We want to get our valued customers their products. I can assure you that we absolutely intend of fulfilling every order and our customers are very important to usWe want every single person to get their product if they are willing to stick with us. But we are understanding of those that are fed upWe are fulfilling hundreds of orders daily and fully intend to fulfill yours, we just ask that you give us a bit more time.I can have this shipped within the week. If that’s not something you are interested in, we understandAnd will resolve your complaint as you see fit

Initial Business Response /* (1000, 5, 2016/12/19) */
I will have this refunded for youI apologize for the inconvenience
Initial Consumer Rebuttal /* (3000, 12, 2017/01/18) */
The business may have stated they will issue a refund, but they have not issued a refund and will not credit the
credit card back that was usedI have paid for merchandise that I have not received and they have not issued a refund!
Final Business Response /* (4000, 18, 2017/01/26) */
You should have the check today or tomorrowIt was mailed to the address you provided
Final Consumer Response /* (2000, 20, 2017/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check was receivedThis is resolved

Initial Business Response /* (1000, 5, 2016/08/26) */
Your order is scheduled to ship next weekIf you do not wish to wait I can have a full refund issued
Initial Consumer Rebuttal /* (3000, 8, 2016/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I
have read a lot of the Revdex.com complaints about this company, and that seems to be the canned ham answer to the problemI have very little faith that "next week" will arrive, judging from the complaints, so I will go for the refund, and make my own, probably in less time that it took to wait this ordeal outIF and WHEN I get my refund, then I will consider this response acceptable
Final Consumer Response /* (4200, 19, 2016/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO! REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND, REFUND,
No more it is gonna ship this week bullI have had a fed ex tracking number for a week on a package that hasn't moved from Norwood, MoSo keep your stuff and give me back my moneyPLEASE!
Final Business Response /* (4000, 16, 2016/09/07) */
This order is scheduled for shipment this week

Initial Business Response /* (1000, 5, 2016/02/11) */
Issued full refund to customerI apologize for your waitI'm unsure how your email was missed so apologies for that as wellWe will send the American flags free of charge for the inconvenience
Initial Consumer Rebuttal /* (2000, 8,
2016/02/12) */
I just received an e-mail from them stating that they are refunding my full purchase price

Initial Business Response /* (1000, 5, 2016/12/28) */
I will get this refundedI apologize for the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/04/29) */
This order has been refunded

Initial Business Response /* (1000, 5, 2016/02/29) */
I Apologize for the inconvenience I will get your Order refunded asap
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received

Initial Business Response /* (1000, 5, 2017/01/04) */
This has already been handled via email
Initial Consumer Rebuttal /* (2000, 7, 2017/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was impressed at this company's quick response to rectify this issue
They promptly sent out an item in which I requested as a store creditI received the item two days after notifying them of the deficiencies and the modifications (I had to make) on a previously bought item
I would give them an A+ in customer service and would consider doing business with them again, and have recommended their company to othersGreat Job Rough Country Rustic !

Initial Business Response /* (1000, 5, 2016/07/26) */
We have spoke via emailYou will be refunded in full
Initial Consumer Rebuttal /* (2000, 7, 2016/07/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A mistake was made and rectifiedThat's all I can ask
for

Initial Business Response /* (1000, 5, 2017/04/24) */
This was handled with the customer via phone call

Initial Business Response /* (1000, 5, 2017/03/27) */
I apologize for any inconvenienceThe flag will ship this week
Initial Consumer Rebuttal /* (3000, 7, 2017/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the third time I have been told
my flag would "Ship this week." I was told that my flag would ship on February 21st and March 22nd
Final Business Response /* (4000, 13, 2017/03/31) */
I sent you the FedEx tracking number last night
XXXXXXXXXXXX
Final Consumer Response /* (2000, 15, 2017/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the flag yesterday and it looks greatThe only thing I would suggest to the company is keep people updated with your timelineIf you tell people you are behind that is better than giving a shipping date and that not happening

This is rather lengthy but we really want to try to create an understanding. It may or may not change your feelings toward our company but it’s important to us that our customers understand what’s going on and how much you truly mean to us. In short, we are simply a company that grew
quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those that decided to wait. Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode. While we were still working from our basement. We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in productionWe did recover from that and grew out of our newly built facility and moved to a square ft facility along with hiring over people and went in half on our building with our new contractor who would be in charge of building our larger items. It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about years. Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production. With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled. You may or may not have been briefed on that issue. But in short, she wasn't doing her job and we should have monitored the situation better. She did just enough so that attention wasn't brought to her and collected her pay check. Eventually we caught on and we did give her the opportunity to correct the problem. We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production. And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and *** messages regarding poor customer service so we wouldn't see them. We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June" without ever following through with the production schedule, wiped her computer and got her last check. It took about a day to realize what had happened and then we went into damage control. Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to. We tripled production, hired more employees and made sure our contractor was on board with the increase in production. He said it would be no problem. We stayed on track for almost months with the new production schedule and then our contractor decided on his own that he would cut our new weekly production schedule in half. This quickly derailed our plans to stay on track. In a mere weeks we were one month behind our new schedule. Knowing we couldn't afford another problem, we decided it best to let him go. Along with him, he took his employees despite our offering them positions. But that's not all. He was rather upset because he made very good money with us. The day he was fired, he came into the shop and emptied half of our building, taking his tools and stealing many of ours. He and his crew also vandalized the property, destroyed furniture that was on the floor and left threatening notes behindThe following day we had over $in stencils stolen as well as all of our non-competes that his employees signed. We asked that the unfinished product and supplies he had in his subcontractors shop be returned as well as all of the unused lumber. He refused. Keeping over $170,worth of product and thousands of dollars worth of material that we paid for. We of course filed a police reportThen came the cutting of services. He cut our internet and phone service(resulting in a huge backlog of emails as it took days to get back on), trash service, as well as gas and water(These services were his responsibility as part owner of the building) I have hours of recording of him admitting to everything above, also in police possession. All of this of course, caused yet another delay as we had to scramble to find new contractors and employees to fill the lost positions and clean up the mess. As well as replacing and repairing things that were damaged or stolen. He then started his own business using my materials, and unfinished product. Something he admitted to have been planning since October of last year. We are not a scam or a fraud. We are not terrible people. We are simply trying to recover. We could have and should have been better, we made mistakes. We are not perfect. We have served over 100,people successfully over the past few years and hope to continue serving customers for years to comeWe are doing and will continue doing everything we can to get our reputation back if at all possible. We want to get our valued customers their products. I can assure you that we absolutely intend of fulfilling every order and our customers are very important to usWe want every single person to get their product if they are willing to stick with us. But we are understanding of those that are fed upWe are fulfilling hundreds of orders daily and fully intend to fulfill yours, we just ask that you give us a bit more time. If that’s not something you are interested in, we understandAnd will resolve your complaint as you see fit. Tell us why here

Initial Business Response /* (1000, 5, 2016/04/05) */
Hi Melissa, I believe we spoke via email todayI will ship your order as soon as possible
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On April 5th I
was in contact with Rough Rustic Country and was again assured that my order would ship within business days
I emailed today to follbecause they have not sent me the tracking information
I still do not have an answer as to if my order has shipped
Final Business Response /* (4000, 13, 2016/04/22) */
Hello, I apologize This will be shipping Tuesday April 26th
Final Consumer Response /* (4200, 16, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent several emails to this company over the last weeks with no responseToday is April 26th, the shipping date given on 04/22/to the Revdex.com, and I have not received my tracking information for my orderAt this point I feel as if I may never receive my order

Initial Business Response /* (1000, 5, 2017/05/19) */
We will issue a full refund to the customer, per her request