Bayshore Medical Supply

I was told you were the person who would be handling tour case. I am the CFO of Patio.com. *** *** *** had a problem with some broken chairs which were purchased almost years ago in one of our retail stores. This is an issue involving a
manufacturer’s warranty That store has been closed for two years. Here is what we think happened: 1) She tried contacting the store, to no avail since it was closed2) She then tried contacting us through a couple of old email addresses that are no longer used. I really don’t know how or where she got them 3) She finally found her way to our warranty person via email about days ago. Our warranty person responded via email that she would help. She had been out sick for a week so she was a bit tardy in responding They emailed and spoke within the last hours and we are helping her with the problem She seems satisfied Unfortunately a lot of things went wrong here but none were due to a poor customer service attitude. We pride ourselves on the best levels of customer service You could check back with the complaintant to verify the above. I can also forward you the email chain between our warranty person and Ms Pellicone if that would help. Let me know My direct phone number is 203-353-9663, extension 200. Feel free to call me at any time or email me if you need any additional informationSincerely, Dennis McCormick

Complaint: ***
I am rejecting this response because:Revdex.com:I did purchase the furniture three years ago, and the warranty is for years. 1-I never contacted the store where I purchased the furniture because I am well aware it has been closed since I drive past that location daily. I contacted the manufacturer, and they told me to contact patio.com to file a claimWhen looking again at your website patio.com under help/FAQ, it does indeed state that patio.com will file a claim on the customers behalfSee below:Are your products covered by a warranty?Almost all merchandise sold by Patio.com comes with a limited warranty provided by the manufacturer for residential use.Warranty information can be provided upon requestIn most cases we will act as an agent for making any warranty adjustments or processing warranty claims.Other than the manufacturer’s warranty, Patio.com makes no warranty claim of any kind, expressed or implied, concerning the merchandise that it sells.Merchandise that is found to be defective will be repaired or replaced, at our discretion, solely based on the manufacturer’s warranty.If the merchandise has a manufacturer’s defect, all returns and exchanges will be first subject to the manufacturer’s approval with the option to repair the item before it is replaced.2- I then emailed the email address that is on the patio.com website under contact us:[email protected] (customer service)[email protected] (corporate office)https://patio.com/index.php/contactsI emailed with no response several times so I then again emailed the manufacturer and asked if they can assist me since I was not getting anywhere with Patio.comThe manufacturer contacted Patio.com and was told that it should be sent to [email protected], so I sent it to that email address, and cc'd customerservice.com and [email protected] on March and March 10th. 3- No one responded to my email when it was sent to [email protected] until yesterdayI sent the email on March and again on March 10thThe previous emails were sent Feb through March 7th to [email protected] and [email protected] these email address on your website is incorrect or outdated, they should be changed. 4-I called last week and was told that the person who handles the warranties is out and to try backI told them no and they gave me someone elseThey told me they would find out who can help me and have someone call me backNo one did. I have no issue with an employee being sick and not being in but my advise to you would be to revise your website to have accurate information and maybe having someone cover for the person who handles warranties while she is outA simple email or phone call stating the delay would have resolved all of this back and forth. All I was looking for was acknowledgement of the emails I sent to all three patio.com email address'sI have waited this long using plastic chairs from Walmart, I can wait a little longer. I have corresponded with Kendra yesterday and am waiting for a resolution. I am in the customer service/sales business and work for a fortune companyI know what the most important thing is and that is to Follow upUnfortunately, that was not done hereI take full responsability when I drop the ballThe defection rate of customers is much less when a mistake is made, acknowledged and corrected I can not complain about the customer service attitude because I never heard from anyoneThis is glitch in your system, if the contact information would have been correct, this could have been resolved much earlierNot taking accountability for your companies lack of action is unacceptableIt is only because of the manufacturers customer service that I finally got the correct address for my claim. Hopefully I will hear back from Patio.com shortly and this can all be resolved.
Sincerely,
*** ***

Mrs. [redacted] is completely incorrect in her statement of facts.  The freight was never promised by 5/19, in fact, she was specifically told the freight goes via common carrier and we could not hold to a specific date. In any event the freight was ready to be delivered to her house on 5/21.[redacted]...

[redacted] company has sent this email, listing the number of times they tried to call her to arrange delivery. Mrs. [redacted] never returned any calls.She has tonight finally given permission to accept the freight tomorrow. I will contact [redacted] first thing in the morning to let them know (they were closed by the time she gave permission at 7 PM)Patio.com did everything within their power to deliver the furniture, but if the customer does not answer the phone or returns call to give trucking companies permission to deliver there is nothing we can do.[redacted]The following are their 2 emails regarding the freight:-------- Forwarded Message --------Subject:RE: [redacted] - sales order 531658Date:Thu, 18 Jun 2015 08:17:50 -0400From:[redacted] - [redacted] Service [redacted]To:[redacted]CC:'Purchasing' [redacted]Good morning, Our partner [redacted] advised me that they had been calling for weeks and she did not return their calls.  I called myself 6/16 and she did not answer.  I left a message stating that we had been trying to reach her and that we would need to hear back for her by the end of business 6/17 or we would have to put on hand for storage.  I left my name, phone# and tracking number.  Apparently she called back on 6/17 in the morning and did not ask for me or give a tracking#.  Instead she said she was trying to set up an appt so she was transferred to the appt dept.  When the appt department here in ** tried to help her she was unable to give a tracking number and immediately got angry and kept yelling at them.  Eventually she demanded a supervisor.  My manager spoke to her and was able to figure out where the freight was going and the pro#.  He advised her that he would contact [redacted] and that [redacted] would contact her and arrange a delivery because she was currently speaking to the ** terminal.  In the meantime I had no idea any of this happened so I called her in the afternoon to follow up before I put it on hand for storage.  She immediately started yelling at me and saying I was a liar and that she checked with the phone company and no one had called.  I tried to help her and even set up the appt for her and she would not calm down and just kept screaming.  After I spoke to her she called back and began yelling at my customer service dept.  This morning I was told that we were advised that the order was cancelled yesterday after I left for the day.  Please advise dispo.     If I can be further assistance please contact me.  [redacted] 
[redacted]Phone# [redacted]Fax# [redacted]Hours M-F 7:30am-3:30pmFollow up email:[redacted] - [redacted] Service10:39 AM (9 hours ago)to me, [redacted]They show calling on 5/22,5/26,5/27,5/28,5/29,6/1,6/2,6/3,6/4,6/5,6/9,6/10,6/11,6/12 & 6/15.  If she still wants this we can have it delivered to her tomorrow.  That will avoid all restocking charges and additional freight charges.  If anyone at Patio.com can calm her down and get her to take the frt.  I tried speaking to her and she was not interesting in doing anything other than yell at me.  If I can be further assistance please contact me.  [redacted]Phone# [redacted]Fax# [redacted]Hours M-F 7:30am-3:30pm