Hello,We have responded to the customerWe did not refuse to help herOur last response was sent on Monday Oct [redacted] (business days ago)Our website warranty/customer service page, it states to please allow 2-days business days response timeThis customer had a lot of questions and concerns so we could not answer as quickly as she would have liked - otherwise we run the risk of not addressing all her concerns due to rushed responsesWe took our time with this customer and have answered her emails over the course of a week periodFor your records, attached is a copy of our most recent response to the customerWe can provide all responses dating back to the beginning if needed.In regards to her specific complaints, a product recall was not needed on the item in question because it passed all safety and stability testing required for selling it in the US marketThe third party testing was completed by Intertek (a worldwide reputable testing company) on report numbers # [redacted] & [redacted] We received passing results prior to selling this productWe also have zero reported injuries of customers using this productThere was no need to recall it when we had not previously received any claimsWe stopped making this item because customers thought it was too complicated to use - they requested a simpler chairWe have since provided models that are much easier to operateShe also requested a discount, we did not dismiss thisSince our last response, we reached our to our IT department to obtain a valid discount code for herWe have since provided her with a 40% off coupon on any chair on www.blisshammocks.comShe can choose any chair she likes and use the discount codeWe searched for the seller she purchased from, but cannot find themMany of our chairs retail for over $Any of our authorized dealers are required to abide by a Minimum Advertised PriceThis seller did not, so we do not believe we have an authorized seller contract with themTherefore, we were unable to guarantee this under our product warrantyThe details of our warranty are posted at [redacted] It states: *Warranty excludes clearance/closeout items, non-retail, private sales, and auction website sales*Since [redacted] is considered an auction website, we are unable to cover this product under our defect warrantyWe hope this letter has addressed all concernsIf there is anything else needed at this time, please let us know.Sincerely,Bliss H [redacted]
Hello,We have responded to the customerWe did not refuse to help herOur last response was sent on Monday Oct [redacted] (business days ago)Our website warranty/customer service page, it states to please allow 2-days business days response timeThis customer had a lot of questions and concerns so we could not answer as quickly as she would have liked - otherwise we run the risk of not addressing all her concerns due to rushed responsesWe took our time with this customer and have answered her emails over the course of a week periodFor your records, attached is a copy of our most recent response to the customerWe can provide all responses dating back to the beginning if needed.In regards to her specific complaints, a product recall was not needed on the item in question because it passed all safety and stability testing required for selling it in the US marketThe third party testing was completed by Intertek (a worldwide reputable testing company) on report numbers # [redacted] & [redacted] We received passing results prior to selling this productWe also have zero reported injuries of customers using this productThere was no need to recall it when we had not previously received any claimsWe stopped making this item because customers thought it was too complicated to use - they requested a simpler chairWe have since provided models that are much easier to operateShe also requested a discount, we did not dismiss thisSince our last response, we reached our to our IT department to obtain a valid discount code for herWe have since provided her with a 40% off coupon on any chair on www.blisshammocks.comShe can choose any chair she likes and use the discount codeWe searched for the seller she purchased from, but cannot find themMany of our chairs retail for over $Any of our authorized dealers are required to abide by a Minimum Advertised PriceThis seller did not, so we do not believe we have an authorized seller contract with themTherefore, we were unable to guarantee this under our product warrantyThe details of our warranty are posted at [redacted] It states: *Warranty excludes clearance/closeout items, non-retail, private sales, and auction website sales*Since [redacted] is considered an auction website, we are unable to cover this product under our defect warrantyWe hope this letter has addressed all concernsIf there is anything else needed at this time, please let us know.Sincerely,Bliss H [redacted]