AT & T Sprinkler Co. Inc.

Initial Business Response /* (1000, 5, 2016/01/13) */
Hello,
Thank you for reaching out to us in regards to Mr***'s concernWe offer our sincerest apology for any confusion that may have occurredThey placed their order mid-SeptemberIn mid-October we were notified by the furniture
maker of a production delay and to expect the order to us at the end of DecemberWe called MrSynder immediately with this update and apologized profuselyMr*** inquired about cancelling his order and we confirmed he could do so at that timeMr*** declined to cancel, and requested to proceed with the orderUltimately, the order was delivered to Mr*** the first week of January
Though we make every attempt to provide estimates of product arrival, there are many variables out of our control and why we have a "Shipping Delays" section within the terms and conditions of every customer's signed order formThis section states that "Estimates are based on the manufacturer's typical lead timeThis estimate is subject to change due to a number of variables beyond our control, including; inclement weather, transportation, fabric shortages, and production issuesWe will notify you as soon as we receive this information, but please understand, we are not responsible for unexpected delays or any liability thereinPrice adjustments and loaner items are not available due to shipping delays"Once again, we are deeply sorry for the delay and any disappointment or confusion that may have occurred
***
Customer Care Team

Hello, Thank you for reaching out to us regarding Mr***’s order. Despite the customer’s claim, we have concluded that they received exactly what they had orderedThey ordered a three-piece sectional exactly as configured in our showroom. After the delivery on 6-21-17, the customer’s
daughter contacted us as they thought there was an error on the order. The customer’s sales associate spoke with them at length after the delivery, reviewed the order, and both agreed that they received what was ordered. The following day, the customer contacted us again, with a different concern- first concern was that they were short a piece, then changed to one of the pieces not being what they wanted Their three-piece sectional consists of a 3-seat sofa, a one seat corner, and a 2-seat loveseat. The customer then changed to stating that the 3-seat sofa was incorrect, as they wanted a 4-seat sofa. There is not a 4-seat sofa that exists within this sectional group. Please see the attached document showing the options of the sectional group. The only way that an additional single seat can be added to the configuration is via a 1-seat armless chair. This fact remains the same whether now, or at the time of when they placed their order. A 1-seat armless chair was not part of their order; what the customer selected & ordered is the identical configuration that is on our showroom, which does not include a 1-seat armless chair. Thus, a 1-seat armless chair was not missed on the original order, nor was the customer charged for one. We have advised the customer that if a 1-seat armless chair is desired, they are welcome to place an order for the additional piece, but we are uncertain why it is being suggested that a discount or an adjustment be made. In conclusion, the customer received what they ordered, and no errors were made on the sale

Initial Business Response /* (1000, 5, 2016/04/04) */
We feel that an acceptable solution has been reached between ***'s and the customerCustomer satisfaction is a primary objective and the reason we have been in operation for over yearsWhen warranty issues arise, furniture is repaired
according to the manufacturer's provisions as stated in the terms and conditionsAfter delivery, a minor cosmetic concern was found in the tailoring of the handmade pieceSmith Brother's requested the item be brought back to effect the necessary work and the customer declined the warranty workWe offered to do in house to speed the process and that offer was declined as wellThough a routine warranty issue, we felt it was in the best interest of all parties to offer a full refund and the customer accepted
Initial Consumer Rebuttal /* (2000, 7, 2016/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was this or let them take the couch apartNo thanks

I am rejecting this response because: when we sat thete ordering Mr *** clearly stated he wanted the longer couch, and when we received it we noticed it was shorterWe are not disputing whats on the orfer form, because when we got the delivery I measured the furniture and it matches the paper, how are we to know that the wrong size was ordered at the time of purchaseThe store manager informed us that we can order another piece to make it longer but no compensation would be offered for the miscommunication or inconvenience