Cabarrus Anesthesia A R

Complaint: ***
I am rejecting this response because: a few details need to be addressed, firstly the product was not delivered in Dec as stated but I did pay for them at that time as you would not proceed with the order unless you received full paymentAt the time of order your shop was not busy and because I was not in a rush for the stairs as I would be away for the month of Feb. I agreed that I would accept them early in beginning of Janwhich is when they were deliveredAfter we uncrated them we did make a call to your salesman to complain but he said there was nothing that could be done, hence the delay in a written response, but after I spoke with several trade professionals I called again and then after no luck had to respond in writing. I would also clarify that it is not a solid wood product as you indicated but a plywood that is covered with a thin veneer that was applied by your shopI have reached out to a representative from a contact cement supplier but have not had a response at this timeI did however look on their web and it clearly states that humidity and temperature are variables at the time of installation not after the product has cured, as you indicatedThe product was in my heated shop the whole time before being transferred to the job siteIf temperature has a effect on the product did you deliver it in a heated compartmentAs for your proposal to refund the full amount, I will accept the offer but I will need the repayment first so I can pay for the new stairs and when they are replaced I will personally bring them back to youFor safety reasons and the delay it would cause we are not able to be without the stairs at this late stage of the project
Sincerely,
*** ***

Thank you for taking the time to write to us, we appreciate the opportunity to clarify what we think has happened Reviewing the correspondence between you and our salesperson indicate that this is an extremely convoluted problem:Our product was delivered in December 2016, it was not until May
7, that an email was received citing an issue as you had finally gotten around to "staining the stairs a dark color" Although your sales person attempted to find resolution and options timing in between exchange and recreating correspondence is often futile.Wood is a beautiful product but demanding in its care and susceptible to a number of issues if not handled properly Due to the lapse in time, in all fairness it is important to acknowledge that these variables are out of our control:Storage - was it a controlled environmentInstallation What type of stain was usedWho applied the stain and how was it applied Sometimes through climate, temperature, and moisture changes the product may shrink or swell Wood by its nature changes with time and exposure to the environment around it The air oxidizes the surface, sunlight can darken the color, moisture is absorbed and released changing its size Sanding and prep work as well as finishing products can also affect the end result It is important not to over saturate the surface and choose the appropriate stain It truly is the responsibility of the owner to ensure the product is finished properly and as soon as possible It was managements understanding that *** would be accountable for the staffs oversight in billing and rebuild you one set of stairs for your main floor and that you would cap it onsite We are not confident that similar events would not ensue We will honor your request providing the stairs are returned to *** *** and then provide you a full refund We are sincerely sorry for your disenchantment with your experience at *** *** as we have strived to excel in customers service since