Initial Business Response / [redacted] (1000, 7, 2015/11/12) */ Thank you for forwarding the information from [redacted] I am very sorry and embarrassed for how she felt she was treated by one of our managers We try very hard to communicate the nature of natural stone to our customers before they decide to purchase itClearly we failed to do a good job in this caseWe treat all of our customers equally in the cases where customers do not like the particular natural character of each individual pieceWe try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniformMost people prefer the natural stone and once they understand that veining is common and part of the allure, they keepIf they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expenseOur years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customersStone is fragile, unique and very expensive to handle I am sorry this information was not delivered in a professional manner before she purchased or afterwardsI am happy to hear any suggestions on how we can help further Sincerely, John F Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate your responseI have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treatedMy conclusion is the disservice I felt and experience is your tenured Manager, PatYou asked for suggestions, I believe he needs a refresher on customer serviceI realize he may be in the protected age group, but because of him, a customer is lostIf ever you would like photos of the item which was brought to me, let me know Thank you once again for your response
Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Thanks for bringing this to our attentionWe feel the above information shows that Wayside went above and beyond on merchandise that was well our of warrantyWe are sorry we cannot do more Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very dissatisfied with this outcomeYour company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery driversIt is completely unjustYou cannot accept payment for a person's belongings for a repair and then return them in a damaged conditionThe warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch Final Business Response / [redacted] (4000, 9, 2016/01/13) */ [redacted] called disappointed about her three year old furniture that was purchased from our clearance outletWe asked for pictures to see if there was something we could do to help even though it was well beyond any warrantyThe upholstery appeared to be heavily usedThe finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $(Mind you, we charge $to pick up and $to redeliver and most craftsman charge a min of $75/hr for repairWe picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $value for $Then they called and said we damaged their furnitureWe have pictures of the furniture before and afterRather than argue we agreed to mail them $and be doneBasically, we paid them $to help them on three year old furnitureWe are sorry we cannot do anymore
Initial Business Response / [redacted] (1000, 7, 2015/11/12) */ Thank you for forwarding the information from [redacted] I am very sorry and embarrassed for how she felt she was treated by one of our managers We try very hard to communicate the nature of natural stone to our customers before they decide to purchase itClearly we failed to do a good job in this caseWe treat all of our customers equally in the cases where customers do not like the particular natural character of each individual pieceWe try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniformMost people prefer the natural stone and once they understand that veining is common and part of the allure, they keepIf they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expenseOur years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customersStone is fragile, unique and very expensive to handle I am sorry this information was not delivered in a professional manner before she purchased or afterwardsI am happy to hear any suggestions on how we can help further Sincerely, John F Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate your responseI have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treatedMy conclusion is the disservice I felt and experience is your tenured Manager, PatYou asked for suggestions, I believe he needs a refresher on customer serviceI realize he may be in the protected age group, but because of him, a customer is lostIf ever you would like photos of the item which was brought to me, let me know Thank you once again for your response
Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Thanks for bringing this to our attentionWe feel the above information shows that Wayside went above and beyond on merchandise that was well our of warrantyWe are sorry we cannot do more Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very dissatisfied with this outcomeYour company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery driversIt is completely unjustYou cannot accept payment for a person's belongings for a repair and then return them in a damaged conditionThe warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch Final Business Response / [redacted] (4000, 9, 2016/01/13) */ [redacted] called disappointed about her three year old furniture that was purchased from our clearance outletWe asked for pictures to see if there was something we could do to help even though it was well beyond any warrantyThe upholstery appeared to be heavily usedThe finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $(Mind you, we charge $to pick up and $to redeliver and most craftsman charge a min of $75/hr for repairWe picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $value for $Then they called and said we damaged their furnitureWe have pictures of the furniture before and afterRather than argue we agreed to mail them $and be doneBasically, we paid them $to help them on three year old furnitureWe are sorry we cannot do anymore