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Braxton-Culler, Inc.

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Braxton-Culler, Inc. Reviews (6)

Initial Business Response /* (1000, 6, 2015/06/18) */
Braxton Culler is a wholesaler selling only to the trade. The retailers which purchase from us do so after meeting certain qualifications. These retailers sell our product under certain conditions outlined in our sales agreement which is located...

in the price book they receive after opening an account. It is not Braxton Culler's practice to resolve customer service issues directly with the consumer but to rely on the expertise of our retail dealers to resolve any conflict with our support.
Please see below the portion of our sales agreement with High Point Furniture Sales :
4. Defective merchandise authorized to be returned to the factory for repair or replacement can be shipped by the dealer freight collect. Replacement or repaired items will be shipped freight pre-paid. Charge backs for authorized returns to the factory should include only the invoice cost of the merchandise. Charge backs for handling and freight expense will not be allowed under any circumstances.
5. No allowances will be made for transit damage, freight over-charge or damage while merchandise is in possession of the dealer, or in possession of the dealers' customer. We expect merchandise to be inspected prior to delivery to the customer. We will not accept charges for service calls to the customers' home for repairs of any imperfections that would be evident during the pre-delivery inspection and corrected during deluxing. Requests for repairs must be presented to our customer service department with an estimate for the repair of the costs involved. Upon approval, a repair agreement number will be forwarded to you or given verbally for use when requesting credit for the work performed. All charge backs must have the invoice number or acknowledgement dates on which the item was originally delivered to the customer. In addition, they must include a detailed description of the problem and the work that was performed to correct it. CREDIT COVERING LOCAL REPAIR CHARGES CANNOT BE HONORED WITHOUT PRIOR
Braxton Culler always prides ourselves on excellent customer service. We will happy to open a dialogue with our dealer, High Point Furniture Sales to see how we can resolve this issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] has refused to pay the $299 freight charge, saying it is Braxton [redacted]'s responsibility since it involves the same product defects on both tables. These tables were not damaged in shipment, nor would any inspection prior to shipping turn up the defects involved (splitting pedestals) as they only occurred a week or so after delivery.
If Braxton Culler won't stand behind their product for a small $299 adjustment, then let's follow the trail to [redacted] who BC claims is responsible through their sales agreement. Maybe that is why [redacted] was pushing us to accept a third table, hoping the third time would be a charm and save them some money.
Personally I cannot see why [redacted] is liable, but if that is what their contractual agreement is with BC, then let's get them involved with the solution.
Although this has nothing to do with my complaint, how can BC market their product as "Made in America" when the table and chairs involved have "Make in Vietnam" on the undersides? Maybe assembled in the USA would be more truthful to the public.
That said, back to the original complaint, it is beyond belief that the consumer should have to pay freight charges for a defective product. Especially since it is the same product and same defects on two different tables. I feel that someone in North Carolina owes the consumer the $299 freight charge. And I will not be satisfied until it is refunded.
Final Business Response /* (4000, 12, 2015/07/13) */
In the spirit of keeping good faith with our retailers the vice president of sales at Braxton Culler has agreed to refund the $299 to our dealer [redacted] with the understanding they will provide a refund for the freight charges to their customer. [redacted] has been notified of this information
Final Consumer Response /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this proposed resolution. That's all I wanted from the start, to be treated fairly as the end customer. I really appreciate the Revdex.com's handling of this mediation & bringing it to a satisfactory conclusion.
Thank you for your help.
[redacted]

I recently received a custom-designed sectional couch and ottoman, and though the delivery took 10 weeks, not the 6-8 promised, I am very pleased with the styling, manufacture, and fabrics on all pieces. But today, by chance, I discovered five separate 1.5 inch staples snagging out along the base of the furniture. I used pliers to pull them out. But how easily an unsuspecting barefoot child or adult could have suffered a gashing wound. Perhaps this is a fluke occurrence, but my reason for posting my comment here is because the Braxton Culler site does not offer any way to submit a comment to them by email. Therefore, I have no way to commend or criticize directly to the company. I am hoping the company regularly reviews comments made on this Revdex.com site and, so, will become aware of my concerns.

Initial Business Response /* (1000, 6, 2015/06/18) */
Braxton Culler is a wholesaler selling only to the trade. The retailers which purchase from us do so after meeting certain qualifications. These retailers sell our product under certain conditions outlined in our sales agreement which is...

located in the price book they receive after opening an account. It is not Braxton Culler's practice to resolve customer service issues directly with the consumer but to rely on the expertise of our retail dealers to resolve any conflict with our support.
Please see below the portion of our sales agreement with High Point Furniture Sales :
4. Defective merchandise authorized to be returned to the factory for repair or replacement can be shipped by the dealer freight collect. Replacement or repaired items will be shipped freight pre-paid. Charge backs for authorized returns to the factory should include only the invoice cost of the merchandise. Charge backs for handling and freight expense will not be allowed under any circumstances.
5. No allowances will be made for transit damage, freight over-charge or damage while merchandise is in possession of the dealer, or in possession of the dealers' customer. We expect merchandise to be inspected prior to delivery to the customer. We will not accept charges for service calls to the customers' home for repairs of any imperfections that would be evident during the pre-delivery inspection and corrected during deluxing. Requests for repairs must be presented to our customer service department with an estimate for the repair of the costs involved. Upon approval, a repair agreement number will be forwarded to you or given verbally for use when requesting credit for the work performed. All charge backs must have the invoice number or acknowledgement dates on which the item was originally delivered to the customer. In addition, they must include a detailed description of the problem and the work that was performed to correct it. CREDIT COVERING LOCAL REPAIR CHARGES CANNOT BE HONORED WITHOUT PRIOR
Braxton Culler always prides ourselves on excellent customer service. We will happy to open a dialogue with our dealer, High Point Furniture Sales to see how we can resolve this issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] has refused to pay the $299 freight charge, saying it is Braxton [redacted]'s responsibility since it involves the same product defects on both tables. These tables were not damaged in shipment, nor would any inspection prior to shipping turn up the defects involved (splitting pedestals) as they only occurred a week or so after delivery.
If Braxton Culler won't stand behind their product for a small $299 adjustment, then let's follow the trail to [redacted] who BC claims is responsible through their sales agreement. Maybe that is why [redacted] was pushing us to accept a third table, hoping the third time would be a charm and save them some money.
Personally I cannot see why [redacted] is liable, but if that is what their contractual agreement is with BC, then let's get them involved with the solution.
Although this has nothing to do with my complaint, how can BC market their product as "Made in America" when the table and chairs involved have "Make in Vietnam" on the undersides? Maybe assembled in the USA would be more truthful to the public.
That said, back to the original complaint, it is beyond belief that the consumer should have to pay freight charges for a defective product. Especially since it is the same product and same defects on two different tables. I feel that someone in North Carolina owes the consumer the $299 freight charge. And I will not be satisfied until it is refunded.
Final Business Response /* (4000, 12, 2015/07/13) */
In the spirit of keeping good faith with our retailers the vice president of sales at Braxton Culler has agreed to refund the $299 to our dealer [redacted] with the understanding they will provide a refund for the freight charges to their customer. [redacted] has been notified of this information
Final Consumer Response /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this proposed resolution. That's all I wanted from the start, to be treated fairly as the end customer. I really appreciate the Revdex.com's handling of this mediation & bringing it to a satisfactory conclusion.
Thank you for your help.
[redacted]

I am afraid at this time there is nothing further we can offer this consumer. The retailer who sold the furniture may have misrepresented the product  but as they are independent retailers there is no way of knowing or controlling what was communicated. The collection which was purchased is standard with our down blend cushion cores- which are in fact constructed from feather down. This designer collection is intended to have a causal lifestyle look once the excess air escapes from the core. Understanding that the consumer cannot get in touch with the retailer from which they purchased the collection, we have extended service through our wholesale sales rep and provided replacement parts in an attempt to help. However, we cannot be responsible for the retailer errors in ordering the correct product- concerning the nail head trim and their attempt to correct it. In addition, we cannot be held responsible for the retail value of this collection, that would fall on the retailer as well and they were invoiced at wholesale cost.  This collection was purchased from us by [redacted]s [redacted] in Roseville, CA and shipped to their warehouse on August 5, 2014.Our sales agreement is with the retail store, not the consumer. I am sorry that [redacted] did not stand behind this sale for the customer.

Thank you for this information, I will look into the consumer's complaint with the sales representative in that area. Please keep in mind we are a manufacturer that sells to the trade only. we do not sell direct to the public so if the company she actually purchased the goods from are no longer in...

business it may be more difficult to track down the information.  I will be back in touch shortly!

I am rejecting this response because:Waiting for a final response from the company. I also have some additional information:The interior design company we used was [redacted], but the guy who actually ordered the sofa (we had to make the check out to him) was [redacted] of [redacted] in Roseville, CA. I just looked him up and he is still in business!  His phone number is [redacted].  I communicated with him at one point about our sofas. He offered to pay for replacement fabric, as the "premium" fabric we used was pilling badly after just a few months of use. But because  the bigger problem was the structure of the cushions, there didn't seem to be any purpose to re-upholstering the sofas (especially since we would have to pay for the labor).  If Braxton Culler is willing to offer us new pieces, they may be able to coordinate with [redacted] to cover the cost of fabric.

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Address: 7310 US Highway 311, Sophia, North Carolina, United States, 27350-8981

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