Berg Furniture

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Berg Furniture USA Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: We have been contacted by [redacted] on October 6thHe asked for assembly instructions for two bedrooms/beds that he purchased three years ago from a local retailerHe received the instructions that morning via fax and an additional hard copy was mailed to himThe next day he took apart his two beds/bedroomsHe e-mailed to tell us that he is upset with the way the store set up beds originally and said that there was hardware missingHe could not tell us what was missingWe directed him to the store and asked him to have them check what he needsHe did not get along with the store personal and wanted a complete set of hardware for both bedrooms/itemsWe spoke with the store and learned that they invited him to come to the store and get the missing parts for free but he was not happy with this answer as wellHe insisted on getting complete sets of hardwareWe told him that the hardware + shipping and handling will cost $He got angry and refused to purchase the hardwareThank You [redacted] Sent on: 10/14/2:11:PM Sent by:

Complaint: ***
***,
If you would please post my update to the business below, appreciate your help…………
With respect I am rejecting this response, there has been nothing tangible offered from the retailer or manufacturer to accept responsibility for the missing hardware. I invited the retailer to come to my home and look at the disassembled unit and document the missing hardware in which they refused. The owner of the retailer refused to even speak to me because it’s been years. Berg furniture was dismissive in their obligation to help with the missing parts and refused to let me speak to a management person up to the owner. No one has accepted any responsibility for the lack of customer care in this case and continue to ignore the fact that this is children’s furniture which was assembled to substandard quality and safety. I did not lose the hardware and don’t feel that I should have to pay for it myself. I have never been treated in such a neglectful manner by any company particularly one that I spend over $with. The cost of the hardware is hardly the issue here but the lack of common customer courtesy if unbelievable. I should not have to decipher what hardware is missing during a move but rather have hardware on hand when the furniture is being reassembled. My resolution now is as it was before, I expect the manufacturer to honor the problem I have encountered and provide a solution. The most important fact here that everyone should have a warning about is if it wasn’t for the fact that we were moving and had to disassemble the furniture we might have never knows that there was a potential safety issue due to lack of all the hardware on assembly. I mentioned that fact to BERG on several occasions about the quality standards their retailers are following and they couldn’t be bothered with anything but the $charge for the hardware kit. UNBELIEVABLE for a family business to treat their customers
Regards,
*** ***

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Berg Furniture USA

...




Company Contact:


[redacted]




Company Phone:


[redacted]




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:




Response:
We have been contacted by [redacted] on October 6th. He asked for assembly instructions for two bedrooms/beds that he purchased three years ago from a local retailer. He received the instructions that morning via fax and an additional hard copy was mailed to him. The next day he took apart his two beds/bedrooms. He e-mailed to tell us that he is upset with the way the store set up beds originally and said that there was hardware missing. He could not tell us what was missing. We directed him to the store and asked him to have them check what he needs. He did not get along with the store personal and wanted a complete set of hardware for both bedrooms/items. We spoke with the store and learned that they invited him to come to the store and get the missing parts for free but he was not happy with this answer as well. He insisted on getting 2 complete sets of hardware. We told him that the hardware + shipping and handling will cost $45. He got angry and refused to purchase the hardware. Thank You [redacted]
Sent on: 10/14/2014 2:11:03 PM
Sent by: 68.44.92.160