CastleRock Decorating

Customer made us aware, at time of purchase( 9/7/13) that he did not need the product until 2/1/14, so when we processed the order we pushed his shipment date out to Feb so we would not receive it too early and it just sit in our warehouse, taking up room that we do not have to store the productCustomers product came in the end of January and we called the customer to schedule the delivery for early February, it was not until that time that the customer made us aware, that the house was still being built, and they needed more time ( another 10months)We called the customer back in July asking for an update, we were then told we would need to hold the product until OctoberCome September we reach out to the customer to schedule delivery and we are then told they needed to push it out yet another few months, at this time we made the customer aware, we brought the product in, in February as they requested when the made the purchase, the customer did not make us aware that they needed to push the delivery out any longer, until we had made the phone call to the customer to schedule their deliveryWe kept holding on to the product per their requesting and pushing their delivery, further and further outAt the last phone call, when the customer tried pushing the delivery out again, we made the customer aware that we can no longer hold on to the product, and there would be a storage fee if we are to hold on to the product any longer, as I stated before, we brought the customers product in when they requested it to be brought in, they did not mind to tell us their house was being built and would be another 10months, until we called them to set up their first deliveryThe customer then just wanted to cancel the order, the customer was made aware if you are to cancel the order, there would be a 40% restock fee since your product is already in and has been in for 8months ( this policy was gone over with the customer at time of purchase)The customer did not want to pay the fee so we kept the order.Months past, here we are in December and the customer still would not accept the product, they would not even allow us to deliver to a storage unit or their current home, we have held on to this product for almost year, we had waived the storage fee we initially told them about and we still continued to call and set up deliveriesThe customer never called us to make us aware of the issues with the home, and their time frames being pushed out, we contacted the customer monthly to schedule delivery and it was only then, when we contacted them, would they inform us of the date changes for their home.We have been more than fair, we held on to the customers product for over a year and did not charge any fees for storage, or restock

After receiving the customers pictures and the receipt showing the recent purchase of the door and the installation we made the customer aware, that the door could be easily fixed by our service technician, we would just need to schedule a date for someone(with contracting experience) to come out and pick up the door to bring to our technicianThe customer agreed to let us do so, so we sent out the warehouse manager to remove the door to bring back to our warehouseThe manager removed the storm door and was on his way to place it in the truck, when the husband, who watched the manager remove the door, asked him why he was taking the door, when it was the door jam that was the issueThe manager then put the door back on, opened and closed the door to make sure it worked properly and it did and he made the husband aware, that the door jam is not something that we could take with and fix, that we would have to schedule a 3rd part technician to fix that issue Meanwhile the door starting sticking when opening and closing, the husband looked and thought maybe the screws needed to be tightened so he started with the top hinge and tried to tighten the screw and it would not tighten, it just kept turning as if it had been strippedCustomer made us aware of the issue, we scheduled the customer in for a day when we would have a truck in their area, the team could swing by and replace the screw, the customer was weary at first, thought we did not have the correct screw to fix the issue, we informed the customer we had the proper equipment to fix the screw and she agreed to have us come out when her or her husband were home Before our delivery team was in the customers area to fix the issue of the hinge and screw, the service technician arrived to the customers home to fix the door jam, the customer was satisfied with the repair and asked if he could fix the issue of the screw while he was thereHe made the customer aware he only had a work order to repair the jam and could not do anymore, which the customer understood and kept her scheduled service with our team As the customer stated, our delivery team was able to get to the customer sooner than the frame we had quoted them, with the issue just being a screw needing to be replaced on the outside door of the home, our team went ahead and replaced the screw and left, all done while the customer was not homeWhen the customer returned home, she called our service department and we made here aware our team was in the area earlier than expected and went ahead and fixed the screwThe customer made us aware she wanted to be at the home while our team was there, she wanted to make sure that they corrected the issue before they had left, which the issue was correct, but now the customers is reporting that since the screw was replaced, the door is sticking and can not easily be used We have informed the customer, that since she liked the work of our third part technician, we would give her his number and she could call him directly and set up a day and time of when she is home and he can come out and properly install her door

This dispute would actually be with the third party warranty company ***.This customer made a purchase through one of locations in November 2014, along with her furniture purchase, she purchased the year warranty through ***.The customer had damage to one of her power reclining chairs and
needed to make a warranty claim through *** sent us an authorization for a new recliner.At this time, we are just a fulfillment center, we place the order for the product and it is up to *** to pay for the delivery*** will only pay our local delivery fee of $100, the customer is outside of our local delivery and refused to pay the $differenceAfter speaking to management, we decided that we would not instruct the customer to take this issue up wl.th ***( even tho this is not our customer,this is ***s customer, these are ***s policies) we would just waive the $fee and deliver to the customer when we are inthe areaThe customer was called and made aware of this on 8/13/2015.I am not sure why the dispute was placed whn we waived the fee, and again, when this is actually not our customerOur store was simply trying to fulfill the order as *** requested and our store was simply following the policies of ***

We do apologize for any inconvenience we may have caused the customer, the customers replacement chair is on order and once our distribution center receives notification that the chair is on its way in, the customer will then be called and we will schedule a delivery and bring the new one out
to him and take the old one away

Customer made us aware, at time of purchase( 9/7/13) that he did not need the product until 2/1/14, so when we processed the order we pushed his shipment date out to Feb 2014 so we would not receive it too early and it just sit in our warehouse, taking up room that we do not have to store the...

product. Customers product came in the end of January and we called the customer to schedule the delivery for early February, it was not until that time that the customer made us aware, that the house was still being built, and they needed more time ( another 10months). We called the customer back in July asking for an update, we were then told we would need to hold the product until October. Come September we reach out to the customer to schedule delivery and we are then told they needed to push it out yet another few months, at this time we made the customer aware, we brought the product in, in February as they requested when the made the purchase, the customer did not make us aware that they needed to push the delivery out any longer, until we had made the phone call to the customer to schedule their delivery. We kept holding on to the product per their requesting and pushing their delivery, further and further out. At the last phone call, when the customer tried pushing the delivery out again, we made the customer aware that we can no longer hold on to the product, and there would be a storage fee if we are to hold on to the product any longer, as I stated before, we brought the customers product in when they requested it to be brought in, they did not mind to tell us their house was being built and would be another 10months, until we called them to set up their first delivery. The customer then just wanted to cancel the order, the customer was made aware if you are to cancel the order, there would be a 40% restock fee since your product is already in and has been in for 8months ( this policy was gone over with the customer at time of purchase). The customer did not want to pay the fee so we kept the order.Months past, here we are in December and the customer still would not accept the product, they would not even allow us to deliver to a storage unit or their current home, we have held on to this product for almost 1 year, we had waived the storage fee we initially told them about and we still continued to call and set up deliveries. The customer never called us to make us aware of the issues with the home, and their time frames being pushed out, we contacted the customer monthly to schedule delivery and it was only then, when we contacted them, would they inform us of the date changes for their home.We have been more than fair, we held on to the customers product for over a year and did not charge any fees for storage, or restock.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My view on the matter is in the attached document.  
Regards,
[redacted]

After receiving the customers pictures and the receipt showing the recent purchase of the door and the installation we made the customer aware, that the door could be easily fixed by our service technician, we would just need to schedule a date for someone(with contracting experience) to come out...

and pick up the door to bring to our technician. The customer agreed to let us do so, so we sent out the warehouse manager to remove the door to bring back to our warehouse. The manager removed the storm door and was on his way to place it in the truck, when the husband, who watched the manager remove the door, asked him why he was taking the door, when it was the door jam that was the issue. The manager then put the door back on, opened and closed the door to make sure it worked properly and it did and he made the husband aware, that the door jam is not something that we could take with and fix, that we would have to schedule a 3rd part technician to fix that issue.
Meanwhile the door starting sticking when opening and closing, the husband looked and thought maybe the screws needed to be tightened so he started with the top hinge and tried to tighten the screw and it would not tighten, it just kept turning as if it had been stripped. Customer made us aware of the issue, we scheduled the customer in for a day when we would have a truck in their area, the team could swing by and replace the screw, the customer was weary at first, thought we did not have the correct screw to fix the issue, we informed the customer we had the proper equipment to fix the screw and she agreed to have us come out when her or her husband were home.
Before our delivery team was in the customers area to fix the issue of the hinge and screw, the service technician arrived to the customers home to fix the door jam, the customer was satisfied with the repair and asked if he could fix the issue of the screw while he was there. He made the customer aware he only had a work order to repair the jam and could not do anymore, which the customer understood and kept her scheduled service with our team.
As the customer stated, our delivery team was able to get to the customer sooner than the frame we had quoted them, with the issue just being a screw needing to be replaced on the outside door of the home, our team went ahead and replaced the screw and left, all done while the customer was not home. When the customer returned home, she called our service department and we made here aware our team was in the area earlier than expected and went ahead and fixed the screw. The customer made us aware she wanted to be at the home while our team was there, she wanted to make sure that they corrected the issue before they had left, which the issue was correct, but now the customers is reporting that since the screw was replaced, the door is sticking and can not easily be used .
We have informed the customer, that since she liked the work of our third part technician, we would give her his number and she could call him directly and set up a day and time of when she is home and he can come out and properly install her door.