Backyard Living Source

[redacted] I am writing in response to the complaint from customer [redacted] about a greenhouse kit he ordered from us on 7/23/ It was one of our clearance item greenhouses (an Elite 8xmodel) which is clearly shown as a Final Sale item on our website even though the item is still a brand new, never opened greenhouse kit We still have a few of those left and it can be seen here: http://epicgreenhouses.com/specials.php/ Note the highlighted in red text that states all sales are final on clearance/open box items [redacted] troubles arise primarily because he has been unable or unwilling to follow the directions provided for the kit he received It is not a particularly difficult installation process as can be evidenced by the number of units we sell nationwide and the very few installation issues that typically arise We have taken dozens of phone calls from [redacted] , plus numerous emails, and we have tried our best to walk him through the installation process as best we can, but it is difficult when he has admitted to the following errors such as: He downloaded an incorrect manual off our website (for a completely different greenhouse model) and tried to use that to do the install and went so far as to request missing parts from the model he didn’t order Those were parts unique to a different greenhouse and aren’t needed for his kit The correct manual is included in hard copy with the kit or can be found onlineInstalling parts upside down or backwards and hammering/forcing them to try to fit the parts in the wrong place, which then bent or otherwise destroyed some partsTrying to add in his own parts and pieces that were not in the kit in places to try to make his own “improvements”My staff has tried to be patient and help [redacted] but the entire time he has done nothing but harass them on the phone (including multiple hang-ups), refuse to listen or follow their suggestions, make numerous threats of legal action, etc We have even tried sending extra parts and extra diagrams (created just for him) to help with his installation but he has only responded by taking offense that we are insulting his intelligence or claiming that we are now sending parts that should have been included originally, etc Here are a couple of email direct quotes from [redacted] to give you an idea of how he has communicated with us: “ [redacted] has tried very hardI am not an [redacted] and I am not trying to "hold you up" but you statement that I purchased a "clearance item" just floored meWe have spent well over hours trying trying to "cipher" the manualToday - we tried again, deconstructed the past days efforts and with the aid of a rubber mallet, two peeps pulling back with the back of the claw end of a hammer and one "tapping" we got back to the where we thought we would be yesterdayI am going thru a lot of expense for guidance and assistanceI will not pay for this junk greenhouse - reconfirmed with [redacted] that I do not have to and unless we receive recompense in either additional accessories or creditThis shouldn't beOR - fly someone to [redacted] and We will pick them up and deliver them back and watch as the "easily" construct the greenhouseTomorrow one of my neighbors goes to the chiropractor You do not have a clue as to awful this process is and we are not dummysIt has been suggested a grinder be used, a carpenter neighbor has a plan for properly securing the cheap clips to baseLike I said before - whether or not this is a Grandio product, it is the item I received and truthfully believe you haven't a clue what was in the boxI will continue to put reviews of the Grandio [redacted] (Cat got your tongue)” And “Today we started to install vent windows which we (I'll explain later) constructed earlierSlid easily in place Great startBut they wouldn't fit between the 603b's - Terrific for me as I won the poolYou see, we have made copies of the instruction manualeach evening we meet and discuss how we feel the pieces go togetherWe put the 618's upside down - I won $in the pool as I was the only one that thought they were wrong.” And “RE-READ YOUR E-MAIL TO ME IT'S NOT ABOUT CUSTOMER SERVICE, NOT ABOUT CUSTOMER SATISFACTIONYOU ARE DOING ME A FAVOR BY ALLOWING ME (I AM SO HUMBLED) TO RETURN A DEFECTIVE, CRAPOLA PRODUCT BASED ON YOUR POLICYSHOULD I GROVEL AT YOUR FEET? I AM THE CUSTOMER - YOU DO NOT HAVE A JOB WITHOUT CUSTOMERSIT IS YOUR RESPONSIBILITY TO INSURE CUSTOMER SATISFACTIONI HAVE TEMPORARILY AUTHORIZED PAYMENT TO YOU IN RETURN FOR A PRODUCT AS YOU ADVERTISEDISN'T IT ARROGANT TO OFFER ME THE OPPORTUNITY TO HAVE TO EXPEND FUNDS AND EFFORTS TO PAY FOR A CRAP PRODUCT TO RETURN TO YOU? DON'T YOU HAVE ANY RESPONSIBILITY??? HUMBLY - SO GRATEFUL FOR YOUR WONDERFUL GESTUREPATHETIC AND DESPICABLEONE QUESTION YOU NEED TO ANSWERDID YOU INSPECT THE PRODUCT THAT WAS SENT TO ME TO INSURE WHAT YOU PROMOTED WAS ACTUALLY IN THE BOXI THINK NOT OR YOU WOULD HAVE STOPPED THE SHIPMENTUNLOAD FROM CHINA AND THEN ASSUME ALL IS CORRECTSEND ME ANOTHER ARROGANT OFFER [redacted] We are proud of our Grandio line of greenhouses and have hundreds of happy customers who had no problems installing their kit We will not be offering a refund because [redacted] purchased a no-returns clearance kit, but even if it wasn’t he is well outside his return period of days and from what we can tell he has the kit installed and finished finally and has possession of it still The problems he has experienced were caused by him and not the kitWe feel we have gone above and beyond trying to help him with parts shipments and hours upon hours of time spent on the phone and emailing His response to all that has been to make legal threats, chargeback threats, and threats of bad reviews he intends to write online [redacted]

I am responding to *** ***s complaint about his *** greenhouse order He made the purchase directly off our website (without having spoken to anyone at the office) on the evening of the 18th Here is a link to the greenhouse category where he made the purchase:
*** The next day when reviewing orders I noticed the price discrepancy He had purchased a greenhouse that should have been priced at $10,but had erroneously been shown on the site at $(apparently a got truncated from the price.) As soon as I noticed the error I emailed the customer and explained the pricing mistake which meant the price was off by $ I apologized for the mixup and let him know that we had two options -- we would either need to have payment for the $difference or if that was too much of a price jump for him then we would have to cancel the order and refund his money His response is quoted verbatim here:*** *** ***How are you? I hope you are well I know you hate to be the bearer of bad news, so would I I bought the item in good faith,I now see you can't do the same in good faith The item you noted could have been on sale, 90% off etc How was I suppose to know it was a webmaster's incompetence? I shall investigate my legal recourse, as none of what you told me is relevant to the fact that you offered something for 1,and I bought it for thatIf what you said was always such, why the stock market would never go down and financial mistakes could be just written off The item was in stock, you offered for that price and I accepted, in with ready payment I think you should discuss this with your supervisor, and then let me know who was responsible for breaking this contract, and what if anything you and good customer service is amendable to contract law.Thank you .*** ***
***
His response to was to threaten legal actionOur websites have thousands of products listed for sale and occasionally errors show up on the sites due to the vast amount of information posted but we do take action to correct any errors as soon as possible As much as I would like to make a good faith effort to take care of a customer, we cannot lose nearly $10,because of a website price mistake That coupled with the legal threat left us with no option but to refund his money immediately, cancel the order, and consider the matter resolved

[redacted] I am writing in response to the complaint from customer [redacted] about a greenhouse kit he ordered from us on 7/23/15.  It was one of our clearance item greenhouses (an Elite...

8x8 2014 model) which is clearly shown as a Final Sale item on our website even though the item is still a brand new, never opened greenhouse kit.  We still have a few of those left and it can be seen here: http://epicgreenhouses.com/specials.php/.  Note the highlighted in red text that states all sales are final on clearance/open box items. [redacted] troubles arise primarily because he has been unable or unwilling to follow the directions provided for the kit he received.  It is not a particularly difficult installation process as can be evidenced by the number of units we sell nationwide and the very few installation issues that typically arise.  We have taken dozens of phone calls from [redacted], plus numerous emails, and we have tried our best to walk him through the installation process as best we can, but it is difficult when he has admitted to the following errors such as: He downloaded an incorrect manual off our website (for a completely different greenhouse model) and tried to use that to do the install and went so far as to request missing parts from the model he didn’t order.  Those were parts unique to a different greenhouse and aren’t needed for his kit.  The correct manual is included in hard copy with the kit or can be found online. Installing parts upside down or backwards and hammering/forcing them to try to fit the parts in the wrong place, which then bent or otherwise destroyed some parts. Trying to add in his own parts and pieces that were not in the kit in places to try to make his own “improvements”. My staff has tried to be patient and help [redacted] but the entire time he has done nothing but harass them on the phone (including multiple hang-ups), refuse to listen or follow their suggestions, make numerous threats of legal action, etc.  We have even tried sending extra parts and extra diagrams (created just for him) to help with his installation but he has only responded by taking offense that we are insulting his intelligence or claiming that we are now sending parts that should have been included originally, etc.  Here are a couple of email direct quotes from [redacted] to give you an idea of how he has communicated with us: “[redacted] has tried very hard. I am not an [redacted] and I am not trying to "hold you up" but you statement that I purchased a "clearance item" just floored me. We have spent well over 53 hours trying trying to "cipher" the manual. Today - we tried again, deconstructed the past days efforts and with the aid of a rubber mallet, two peeps pulling back with the back of the claw end of a hammer and one "tapping" we got back to the where we thought we would be yesterday. I am going thru a lot of expense for guidance and assistance. I will not pay for this junk greenhouse - reconfirmed with [redacted] that I do not have to and unless we receive recompense in either additional accessories or credit. This shouldn't be. OR - fly someone to ** and We will pick them up and deliver them back and watch as the "easily" construct the greenhouse. Tomorrow one of my neighbors goes to the chiropractor.  You do not have a clue as to awful this process is and we are not dummys. It has been suggested a grinder be used, a carpenter neighbor has a plan for properly securing the cheap clips to base. Like I said before - whether or not this is a normal Grandio product, it is the item I received and truthfully believe you haven't a clue what was in the box. I will continue to put reviews of the Grandio. [redacted]  (Cat got your tongue)” And “Today we started to install vent windows which we (I'll explain later) constructed earlier. Slid easily in place.  Great start. But they wouldn't fit between the 603b's - Terrific for me as I won the pool. You see, we have made 5 copies of the instruction manual. each evening we meet and discuss how we feel the pieces go together. We put the 618's upside down - I won $2 in the pool as I was the only one that thought they were wrong.” And “RE-READ YOUR E-MAIL TO ME.  IT'S NOT ABOUT CUSTOMER SERVICE, NOT ABOUT CUSTOMER SATISFACTION. YOU ARE DOING ME A FAVOR BY ALLOWING ME (I AM SO HUMBLED) TO RETURN A DEFECTIVE, CRAPOLA PRODUCT BASED ON YOUR POLICY. SHOULD I GROVEL AT YOUR FEET? I AM THE CUSTOMER - YOU DO NOT HAVE A JOB WITHOUT CUSTOMERS. IT IS YOUR RESPONSIBILITY TO INSURE CUSTOMER SATISFACTION. I HAVE TEMPORARILY AUTHORIZED PAYMENT TO YOU IN RETURN FOR A PRODUCT AS YOU ADVERTISED. ISN'T IT ARROGANT TO OFFER ME THE OPPORTUNITY TO HAVE TO EXPEND FUNDS AND EFFORTS TO PAY FOR A CRAP PRODUCT TO RETURN TO YOU? DON'T YOU HAVE ANY RESPONSIBILITY??? HUMBLY - SO GRATEFUL FOR YOUR WONDERFUL GESTURE. PATHETIC AND DESPICABLE. ONE QUESTION YOU NEED TO ANSWER. DID YOU INSPECT THE PRODUCT THAT WAS SENT TO ME TO INSURE WHAT YOU PROMOTED WAS ACTUALLY IN THE BOX. I THINK NOT OR YOU WOULD HAVE STOPPED THE SHIPMENT. UNLOAD FROM CHINA AND THEN ASSUME ALL IS CORRECT. SEND ME ANOTHER ARROGANT OFFER. [redacted] We are proud of our Grandio line of greenhouses and have hundreds of happy customers who had no problems installing their kit.  We will not be offering a refund because [redacted] purchased a no-returns clearance kit, but even if it wasn’t he is well outside his return period of 30 days and from what we can tell he has the kit installed and finished finally and has possession of it still.  The problems he has experienced were caused by him and not the kit. We feel we have gone above and beyond trying to help him with parts shipments and hours upon hours of time spent on the phone and emailing.  His response to all that has been to make legal threats, chargeback threats, and threats of bad reviews he intends to write online.     [redacted]