Victor H [redacted] is completely justified in complaining about this transaction We agree that the problems and delays are not acceptableUnfortunately, as the dealer, we are completely dependent on the manufacturer to build a product as ordered and on a timely basis Initially, the factory was running way behind on production due to holiday business but kept promising delivery dates that were not met So, the dates we promised MrH [redacted] were missed In addition, mistakes by the factory on the finish ordered, compounded the problem and caused further delays Due to the missed production dates previously quoted by the factory, our staff was reluctant to quote any new dates to MrH*** This again aggravated the situation Our customer service department should have kept communicating these issues to our customer Instead, they waited to actually receive the product in hand before contacting him which of course was not the proper way to handle the issue This situation has caused MrH [redacted] tremendous inconvenience and aggravation .we deeply apologize for our role in this Unfortunately, this has been a long and losing transaction for both parties On our end, we extended a very large disco [redacted] of over $on the original sale to MrH [redacted] and it is not possible to offer him any more disco***s as compensation More importantly, we are not confident that the replacement parts we have received from the factory will be satisfactory and correct Therefore, we propose the following settlement that will end this ongoing problem transaction We will pick up all product we have delivered and installed We will then issue a full refund to MrH [redacted] for the $deposit he placed A handyman will be sent with our installer to patch small screw holes in wall (usually 3-standard screw holes) Touor reimburse MrH [redacted] for the cost of touching up small areas patched Schedule to do this within weeksNormally, our customer service department professionally and promptly handles these types of problems on their own and does not need one of the owners to step in Unfortunately, we were not aware of the severity of this problem ***il now Had we, we would have certainly contacted MrH [redacted] earlier to try to come to a resolutionIn closing, we offer MrH [redacted] our sincerest apologies; we did not do a good job in communicating and hope to end his saga as quickly as possible with our settlement proposal Regards, [redacted] ***
Complaint: I am rejecting this response because: It sounds like they haven’t ordered the missing pieces even after additional weeks of problems and going into weeks of broken promises It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered I will contact the manufacturer today and find outThis room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again The smartest solution is to deliver what was promised and now I will find out if they ordered the missing items and get back to youAnd the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-phone calls to their office would not be a red flag showing there is a problem Unless he is telling me internal people are clueless with my complaints of non deliveryRegards, [redacted] ***
Complaint: I am rejecting this response because: It sounds like they haven’t ordered the missing pieces even after additional weeks of problems and going into weeks of broken promises It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered I will contact the manufacturer today and find outThis room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again The smartest solution is to deliver what was promised and now I will find out if they ordered the missing items and get back to youAnd the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-phone calls to their office would not be a red flag showing there is a problem Unless he is telling me internal people are clueless with my complaints of non deliveryRegards, [redacted] ***
Revdex.com:Over the past days we finally have been discussing a resolution Again, I had to initiate the phone call The owner has apologized and gave me a date of June 8, as the resolution date when the furniture will be delivered So I have reviewed the response made by the business in reference to complaint ID 11434892, and find that this resolution is satisfactory to me
Regards,
*** ***
Victor H[redacted] is completely justified in complaining about this transaction. We agree that the problems and delays are not acceptable. Unfortunately, as the...
dealer, we are completely dependent on the manufacturer to build a product as ordered and on a timely basis. Initially, the factory was running way behind on production due to holiday business but kept promising delivery dates that were not met. So, the dates we promised Mr. H[redacted] were missed. In addition, mistakes by the factory on the finish ordered, compounded the problem and caused further delays. Due to the missed production dates previously quoted by the factory, our staff was reluctant to quote any new dates to Mr. H[redacted]. This again aggravated the situation. Our customer service department should have kept communicating these issues to our customer. Instead, they waited to actually receive the product in hand before contacting him which of course was not the proper way to handle the issue.
This situation has caused Mr. H[redacted] tremendous inconvenience and aggravation….we deeply apologize for our role in this. Unfortunately, this has been a long and losing transaction for both parties . On our end, we extended a very large disco[redacted] of over $1000 on the original sale to Mr. H[redacted] and it is not possible to offer him any more disco[redacted]s as compensation. More importantly, we are not confident that the replacement parts we have received from the factory will be satisfactory and correct. Therefore, we propose the following settlement that will end this ongoing problem transaction.
1. We will pick up all product we have delivered and installed.
2. We will then issue a full refund to Mr. H[redacted] for the $3000 deposit he placed.
3. A handyman will be sent with our installer to patch small screw holes in wall (usually 3-4 standard screw holes).
4. Touch-up or reimburse Mr. H[redacted] for the cost of touching up small areas patched.
5. Schedule to do this within 2 weeks.
Normally, our customer service department professionally and promptly handles these types of problems on their own and does not need one of the owners to step in. Unfortunately, we were not aware of the severity of this problem [redacted]il now. Had we, we would have certainly contacted Mr. H[redacted] earlier to try to come to a resolution. In closing, we offer Mr. H[redacted] our sincerest apologies; we did not do a good job in communicating and hope to end his saga as quickly as possible with our settlement proposal.
Complaint: 11434892
I am rejecting this response because:
It sounds like they haven’t ordered the missing pieces even after 8 additional weeks of problems and going into 26 weeks of broken promises. It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back. The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered. I will contact the manufacturer today and find out.
This room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in. I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors. Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again. This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again. The smartest solution is to deliver what was promised and now. I will find out if they ordered the missing items and get back to you.
And the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-16 phone calls to their office would not be a red flag showing there is a problem. Unless he is telling me internal people are clueless with my complaints of non delivery.
Regards,
[redacted]
In our response to this customer's complaint, we outlined the factors and problems that occurred. As stated, we agreed that this customer has reason for complaint filed. The lack of communication combined with the factory failing to supply correct product on promised dates created this situation. The consumer has been inconvenienced and we are losing money on this transaction. Our strong preference is to cut our losses, refund monies paid by consumer and pick up product. This is a reasonable proposal that has been rejected.
After discussing the situation with consumer, we are working to come up with the remaining pieces needed to complete this installation...even though this will add to our losses. We have 4 pieces needed to complete job but the tall cabinet is not acceptable due to finishing flaws. We have sourced another cabinet in No. Calif that is properly finished and may be able to use this to complete pieces needed. If consumer agrees to our proposal we can arrange to have this cabinet shipped us (at our expense) this week and schedule completion of installation the week after (week of 5/30).
On the sales order we gave a substantial discount on this cabinet....the list price on this cabinet is $4299 (you can confirm this on our website)....we reduced price to $3699 and gave additional discounts of $500 & $696....almost $1800 total discount. In addition, we are incurring multiple delivery costs, freight costs on shipping replacement parts and we will be stuck with returned pieces. Unfortunately, we cannot recoup these additional costs from factory. Therefore, we have to reject the additional discounts consumer is demanding. But, we will give a final discount of $500 on the balance due to try to close the books on this losing transaction.
OFFER: We agree to install additional pieces needed per timetable above. Consumer must inspect pieces before we install and approve quality and configuration. Upon deliver & completion of installation consumer will pay balance to our installers of $3540–500=$3040...C.O.D.
If this is not acceptable to consumer our only option would be to pick up product and refund monies paid. If needed, we can clearly document our ordering of replacement pieces needed. Accusation of us not ordering product is completely incorrect.
Hopefully this will resolve this situation.
[redacted]
Pacific Manufacturing & Distributing
Victor H [redacted] is completely justified in complaining about this transaction We agree that the problems and delays are not acceptableUnfortunately, as the dealer, we are completely dependent on the manufacturer to build a product as ordered and on a timely basis Initially, the factory was running way behind on production due to holiday business but kept promising delivery dates that were not met So, the dates we promised MrH [redacted] were missed In addition, mistakes by the factory on the finish ordered, compounded the problem and caused further delays Due to the missed production dates previously quoted by the factory, our staff was reluctant to quote any new dates to MrH*** This again aggravated the situation Our customer service department should have kept communicating these issues to our customer Instead, they waited to actually receive the product in hand before contacting him which of course was not the proper way to handle the issue This situation has caused MrH [redacted] tremendous inconvenience and aggravation .we deeply apologize for our role in this Unfortunately, this has been a long and losing transaction for both parties On our end, we extended a very large disco [redacted] of over $on the original sale to MrH [redacted] and it is not possible to offer him any more disco***s as compensation More importantly, we are not confident that the replacement parts we have received from the factory will be satisfactory and correct Therefore, we propose the following settlement that will end this ongoing problem transaction We will pick up all product we have delivered and installed We will then issue a full refund to MrH [redacted] for the $deposit he placed A handyman will be sent with our installer to patch small screw holes in wall (usually 3-standard screw holes) Touor reimburse MrH [redacted] for the cost of touching up small areas patched Schedule to do this within weeksNormally, our customer service department professionally and promptly handles these types of problems on their own and does not need one of the owners to step in Unfortunately, we were not aware of the severity of this problem ***il now Had we, we would have certainly contacted MrH [redacted] earlier to try to come to a resolutionIn closing, we offer MrH [redacted] our sincerest apologies; we did not do a good job in communicating and hope to end his saga as quickly as possible with our settlement proposal Regards, [redacted] ***
Complaint: I am rejecting this response because: It sounds like they haven’t ordered the missing pieces even after additional weeks of problems and going into weeks of broken promises It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered I will contact the manufacturer today and find outThis room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again The smartest solution is to deliver what was promised and now I will find out if they ordered the missing items and get back to youAnd the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-phone calls to their office would not be a red flag showing there is a problem Unless he is telling me internal people are clueless with my complaints of non deliveryRegards, [redacted] ***
Complaint: I am rejecting this response because: It sounds like they haven’t ordered the missing pieces even after additional weeks of problems and going into weeks of broken promises It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered I will contact the manufacturer today and find outThis room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again The smartest solution is to deliver what was promised and now I will find out if they ordered the missing items and get back to youAnd the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-phone calls to their office would not be a red flag showing there is a problem Unless he is telling me internal people are clueless with my complaints of non deliveryRegards, [redacted] ***
Revdex.com:Over the past days we finally have been discussing a resolution Again, I had to initiate the phone call The owner has apologized and gave me a date of June 8, as the resolution date when the furniture will be delivered So I have reviewed the response made by the business in reference to complaint ID 11434892, and find that this resolution is satisfactory to me
Regards,
*** ***
Victor H[redacted] is completely justified in complaining about this transaction. We agree that the problems and delays are not acceptable. Unfortunately, as the...
dealer, we are completely dependent on the manufacturer to build a product as ordered and on a timely basis. Initially, the factory was running way behind on production due to holiday business but kept promising delivery dates that were not met. So, the dates we promised Mr. H[redacted] were missed. In addition, mistakes by the factory on the finish ordered, compounded the problem and caused further delays. Due to the missed production dates previously quoted by the factory, our staff was reluctant to quote any new dates to Mr. H[redacted]. This again aggravated the situation. Our customer service department should have kept communicating these issues to our customer. Instead, they waited to actually receive the product in hand before contacting him which of course was not the proper way to handle the issue.
This situation has caused Mr. H[redacted] tremendous inconvenience and aggravation….we deeply apologize for our role in this. Unfortunately, this has been a long and losing transaction for both parties . On our end, we extended a very large disco[redacted] of over $1000 on the original sale to Mr. H[redacted] and it is not possible to offer him any more disco[redacted]s as compensation. More importantly, we are not confident that the replacement parts we have received from the factory will be satisfactory and correct. Therefore, we propose the following settlement that will end this ongoing problem transaction.
1. We will pick up all product we have delivered and installed.
2. We will then issue a full refund to Mr. H[redacted] for the $3000 deposit he placed.
3. A handyman will be sent with our installer to patch small screw holes in wall (usually 3-4 standard screw holes).
4. Touch-up or reimburse Mr. H[redacted] for the cost of touching up small areas patched.
5. Schedule to do this within 2 weeks.
Normally, our customer service department professionally and promptly handles these types of problems on their own and does not need one of the owners to step in. Unfortunately, we were not aware of the severity of this problem [redacted]il now. Had we, we would have certainly contacted Mr. H[redacted] earlier to try to come to a resolution. In closing, we offer Mr. H[redacted] our sincerest apologies; we did not do a good job in communicating and hope to end his saga as quickly as possible with our settlement proposal.
Regards,
[redacted]
Complaint: 11434892
I am rejecting this response because:
It sounds like they haven’t ordered the missing pieces even after 8 additional weeks of problems and going into 26 weeks of broken promises. It is unacceptable for me to just have them come in and remove what they did, leaving me to take time off work again and just get my money back. The furniture is not faded, so the color should match without any problem Again, it doesn’t sound like they even have it ordered. I will contact the manufacturer today and find out.
This room was custom designed to have this furniture fit perfectly, including measuring and installing a closet in the room so it looked built in. I don’t want to go to the hassle of having them come here to ruin my walls and another time for someone to fill holes and try to match paint colors. Then I have to find another piece to go into that room and then find if I have to rip out the custom closet and start all over again. This is more than just a simple take down, it is going to cost me big time and I don’t want to go through the thousands of dollars of expense again. The smartest solution is to deliver what was promised and now. I will find out if they ordered the missing items and get back to you.
And the comment regarding "not aware of the severity of the problem until now", I'm not sure how 15-16 phone calls to their office would not be a red flag showing there is a problem. Unless he is telling me internal people are clueless with my complaints of non delivery.
Regards,
[redacted]
In our response to this customer's complaint, we outlined the factors and problems that occurred. As stated, we agreed that this customer has reason for complaint filed. The lack of communication combined with the factory failing to supply correct product on promised dates created this situation. The consumer has been inconvenienced and we are losing money on this transaction. Our strong preference is to cut our losses, refund monies paid by consumer and pick up product. This is a reasonable proposal that has been rejected.
After discussing the situation with consumer, we are working to come up with the remaining pieces needed to complete this installation...even though this will add to our losses. We have 4 pieces needed to complete job but the tall cabinet is not acceptable due to finishing flaws. We have sourced another cabinet in No. Calif that is properly finished and may be able to use this to complete pieces needed. If consumer agrees to our proposal we can arrange to have this cabinet shipped us (at our expense) this week and schedule completion of installation the week after (week of 5/30).
On the sales order we gave a substantial discount on this cabinet....the list price on this cabinet is $4299 (you can confirm this on our website)....we reduced price to $3699 and gave additional discounts of $500 & $696....almost $1800 total discount. In addition, we are incurring multiple delivery costs, freight costs on shipping replacement parts and we will be stuck with returned pieces. Unfortunately, we cannot recoup these additional costs from factory. Therefore, we have to reject the additional discounts consumer is demanding. But, we will give a final discount of $500 on the balance due to try to close the books on this losing transaction.
OFFER: We agree to install additional pieces needed per timetable above. Consumer must inspect pieces before we install and approve quality and configuration. Upon deliver & completion of installation consumer will pay balance to our installers of $3540–500=$3040...C.O.D.
If this is not acceptable to consumer our only option would be to pick up product and refund monies paid. If needed, we can clearly document our ordering of replacement pieces needed. Accusation of us not ordering product is completely incorrect.
Hopefully this will resolve this situation.
[redacted]
Pacific Manufacturing & Distributing