D & D Farm Supply, Inc.

Review: On Novemebr 30, I called D & D farm Supply to order my Cumberland Pellet Stove that was priced at 2,Prior to the purchase, I had spoken with D & D's salesman [redacted] about the purchase and delivery of said stoveI am located in Massachusetts and was assured by [redacted] that delivery of the stove would be no issue; this due in part to their insured delivery methods
On December 4, 2012, 9:am, [redacted] from [redacted] called me to ask if I wanted to be notified when the stove would arrive at the location dropoff I requestedI had specific instructions to have the stove dropped off at my place of business so I would sign off on the transfer directlyAt no time did I authorize someone else's signature and [redacted] knew this[redacted] also informed me that I would need a fork truck at the delivery point to unload the 300lb stoveThis was no problem as I have this equipment at my work
On December 7, delivery of the aforementioned stove was sent to my place of business by [redacted].com, but with no call from the driver of the truckTo make matters worse, the stove's arrival was beyond appaulingAs can be seen on my company's security cameras, the driver dropped off the stove and left; not asking for me or obtaining my signature
The packaging of the stove was severly damaged: holes in the box, the oak pallet support boards were broken, and you could hear many items rattling in the boxAs I began to check the internal packaging it was obvious that the "brand new stove" I ordered looked like a jigsaw puzzleLoose bolts had made their way out of their packagingThe stove legs wer missingThe glass door has a major goudge in it compromising the integrityOne of the lower corners has a major dent , and the internal motor is damaged
Immediately I called Mr[redacted] about the problem at handI followed up with an email to him that included pictures of the damaged merchandiseHis response was less than apologeticEven though his company took responsibility on the shipping of this product, he infomed me that he would "put in a claim to Freighquote" and then we would see what would happenWhen I tried to explain to him that I had paid in full for a damaged product that his company had fully insured and had full responsibility for, he then told me that he could not move forward with the delivery of a new stove or a refund of my payment until [redacted] came to their decision; a month window in totalI even informed Mr[redacted] that I would have no problem with sending back the damaged product in exchange for a new stove like I had orderedI was told that this would not happenAgain, He wanted me to "wait and see."
And what if [redacted] says they are not at fault? Now I am stuck with a broken stove and out 2,dollars because people do not wish to be professional and do their job? Mr[redacted] even wanted me to deal with the freight comapany directly so he wouldn't have toAs I explained to him, I am the third party in this transactionI did not hire nor take out a insurance claim with [redacted]It was his company's legal and ethical responsibility not mine
Now here I am in the month of January and no one wishes to helpI have no stove, I have spent an ungodly amount on oil, something I was trying to avoid with the purchase of a new stove, and I am out a lot of moneyI ask that someone in your office please help
Regards,
Jon DLajoieDesired Settlement: At this point I want a refund of my moneyThey can have their stoveI don't need one now
Business
Response:
Review: Product Issues
Assigned ID: [redacted]
Response:
In response to the Cumberland Stove complaint: D&D has made assisting the customer a priority
and to do so as promptly as possibleOpen communication has been instigated between both our
freight broker Freight Quote and the end userCurrently the delivery is under investigation by the
freight company as I was instructed by Freight Quote (A broker that handled this LTL) is the shipping
company's right to actively investigate the claimI am told this takes six weeksThe customer has been
notified of this procedure and has been kept up to date on any all information that D&D has been able
to acquireThe last response given was that the carrier had elected to fully investigate the claimD&D
was notified of this in the first week of JanuaryOn the same day the customer was notified that the
carrier had elected to investigateFreight Quote stated that the Carrier will most likely be contacting the
customer to ask further questions on the validity of the claimI have not been notified if this has
occurred or not, nor has D&D received any notification of a resolution or further progressCalls have
been made inquiring of status on claim and have been answered with "it is still being investigated"
In regards to this sale: Prior to sale the customer called and spoke with a representative from
D&O on the details of the purchase including warranty, shipping, and paymentCustomer inquired about
shipping prior to purchase as well and was informed that shipping would be handled LTL by a broker
Freight QuoteCustomer acknowledged this and requested that the shipment be delivered to his place
of business for unloading and receiving purposes, instead of his residenceCustomer requested that the
driver give a call prior to delivery, D&D let the driver know that picked up the freight and the broker
company know that the customer requested an arrival time prior to deliveryThe customer was notified
when the package left D&D by D&OD&D can neither confirm nor deny whether customer received a
call prior to delivery with a timeDamages and disputes needed to be noted with carrier upon delivery
or shipment should have been refusedThis was not done when product was delivered or in a timely
manner and as a result an investigation is being performedD&D accepts returns as stated in return
policy terms, for defective productsIf fault is found to be the carrier then the customer may elect to
receive a replacement product or a refund covered by the carrier
Three days after delivery D&D was notified by the customer that the item was damaged (email
verification available) Customer then provided pictures taken of the damaged goodsThe pictures
indicated significant damage and therefore the stove is not repairableD&O immediately filed a claim
along with Freight Quote for the shipmentCustomer was then reminded that a replacement stove or
full refund is available once investigation by carrier determines that the damage occurred during the
shipping process and not after deliveryCustomer stated in claim that security camera pictures are
available that show damaged product coming off the truck, this would speed up claim significantly
These pictures were never providedD&D feels that it is always in both parties best interest to handle
disputes as professionally and by the book as possibleD&D is a smaller business that depends on its
reputation and repeat customers in order to be successful in the business environmentOur company
seeks a speedy resolution that will leave all parties satisfied and hopes that our customer is willing to
continue to work with us to resolve this case and will still be willing to do business with us in the future
Note: Email records are available for review with this case
Seeking a Resolution,
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Consumer
Response: