[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
*** ***,*** ***'s complaints are not a matter of warrantyAccording to the factory authorized tech that we sent to her home the issues with her sofa are all due to abuse and or neglectShe apparently has large holes in her sofa where pieces of leather are missing, this can not
happen under useWe also sent a tech to *** ***'s home back in September for a complaint that she had about another issue and his opinion at that time was that her sofa was free of defectWe value *** *** as a repeat customer but we cannot service her sofa as the issues she has are not covered under warranty and are the result of misuse or neglect according to our technicianIf *** *** would like to purchase another piece we would be happy to offer her a one time 20% discount since she is a valued customer and because we want to keep her happy.Thanks much,Alexander F*Hamilton Sofa and Leather GalleryCase #***
*** ***
I apologize for providing giving more detail about the arrival of your ottomanI think it is safe to say that you should be able to take delivery by or before the end of AprilAccording to the manufacturer the ottoman will be loaded and ready for shipment by April 15thI think we should have it within a week of that dateOnce we have our hands on the piece we should be able to deliver it to you very quicklyI hope this information is helpful and I again apologize for the delays with your order.Thanks,Alex F*Hamilton Sofa and Leather Gallery
*** ***
It does seem that *** *** waited a long time for his furniture and for this we apologizeThe original ottoman for *** *** also did in fact arrive incorrectly from the manufacturer, we also apologize for thatThe correct ottoman is on order and will be
delivered to *** *** once we receive it from the manufacturerThe original delay on *** ***'* sectional was do to a fabric shortage which was out of our control but as the company that sold this furniture to *** *** we accept responsibility for the delaySometimes manufacturers run out of material and it is hard to get solid ship dates from themIn short we are very sorry for the delays that *** *** has experienced and we do sympathize with him, unfortunately there is nothing we can do to make the furniture come any faster then it comesWe will the correct ottoman to him as soon as it is humanly possible.
Thanks,
Alex F*
Hamilton Sofa and Leather Gallery
We are very sorry to hear that *** *** is unhappy with her experience at Hamilton'sAs a small family owned business we do our very best to take care of each and everyone of our customersUnfortunately we are not perfect and like any other company we occasionally make mistakes,I believe
*** ***’s main complaint is that she has been given different delivery information from different members of our staffIt is certainly possible that some of my staff was more helpful then others when checking *** ***'s order statusSome might have merely looked in our system for a delivery date while others, being more proactive, may have placed a call to the factory for more up to date informationFor that I am very sorryI will speak with my employees about properly researching the order status of special ordersI understand that it would be very frustrating to be told different information on different occasionsSome of this confusion was probably caused by Hamilton’s own internal issuesThe main reason for the confusion is that we were told that *** ***’s sofa left the factory on 8-13-by the manufacturer (it did leave then) but has taken longer then to arrive to our warehouseTypically it takes 3-days for a shipment to arrive at our warehouse after it shipsHer sectional will have taken just over two weeks to get from the factory to our warehouse and is due in this weekI will personally track *** ***'s order every day until it comes in so that she gets it promptly after we take possession of it.According to the special order contract we wrote up and *** *** signed we promised her a delivery within approximately 8-weeks after her purchase date (6-10-14)By the time we receive her pieces it will have taken around weeksTechnically her order is not late as all dates are approximateI will attach a copy of her original invoice with this letterAs a courtesy to *** *** we have already refunded her $which is the cost of her delivery feeSince *** ***'s order is not really late we feel this is more then fairAgain, we apologize for any conflicting or confusing information she was given and hope that she likes her furniture enough to forgive us for any mistakes we have made.Thank you for your time,Alexander FSales Manager Hamilton Sofa and Leather Gallery
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
*** ***,*** ***'s complaints are not a matter of warrantyAccording to the factory authorized tech that we sent to her home the issues with her sofa are all due to abuse and or neglectShe apparently has large holes in her sofa where pieces of leather are missing, this can not
*Hamilton Sofa and Leather GalleryCase #***
happen under useWe also sent a tech to *** ***'s home back in September for a complaint that she had about another issue and his opinion at that time was that her sofa was free of defectWe value *** *** as a repeat customer but we cannot service her sofa as the issues she has are not covered under warranty and are the result of misuse or neglect according to our technicianIf *** *** would like to purchase another piece we would be happy to offer her a one time 20% discount since she is a valued customer and because we want to keep her happy.Thanks much,Alexander F
*** ***
*Hamilton Sofa and Leather Gallery
I apologize for providing giving more detail about the arrival of your ottomanI think it is safe to say that you should be able to take delivery by or before the end of AprilAccording to the manufacturer the ottoman will be loaded and ready for shipment by April 15thI think we should have it within a week of that dateOnce we have our hands on the piece we should be able to deliver it to you very quicklyI hope this information is helpful and I again apologize for the delays with your order.Thanks,Alex F
*** ***
*
It does seem that *** *** waited a long time for his furniture and for this we apologizeThe original ottoman for *** *** also did in fact arrive incorrectly from the manufacturer, we also apologize for thatThe correct ottoman is on order and will be
delivered to *** *** once we receive it from the manufacturerThe original delay on *** ***'* sectional was do to a fabric shortage which was out of our control but as the company that sold this furniture to *** *** we accept responsibility for the delaySometimes manufacturers run out of material and it is hard to get solid ship dates from themIn short we are very sorry for the delays that *** *** has experienced and we do sympathize with him, unfortunately there is nothing we can do to make the furniture come any faster then it comesWe will the correct ottoman to him as soon as it is humanly possible.
Thanks,
Alex F
Hamilton Sofa and Leather Gallery
We are very sorry to hear that *** *** is unhappy with her experience at Hamilton'sAs a small family owned business we do our very best to take care of each and everyone of our customersUnfortunately we are not perfect and like any other company we occasionally make mistakes,I believe
*** ***’s main complaint is that she has been given different delivery information from different members of our staffIt is certainly possible that some of my staff was more helpful then others when checking *** ***'s order statusSome might have merely looked in our system for a delivery date while others, being more proactive, may have placed a call to the factory for more up to date informationFor that I am very sorryI will speak with my employees about properly researching the order status of special ordersI understand that it would be very frustrating to be told different information on different occasionsSome of this confusion was probably caused by Hamilton’s own internal issuesThe main reason for the confusion is that we were told that *** ***’s sofa left the factory on 8-13-by the manufacturer (it did leave then) but has taken longer then to arrive to our warehouseTypically it takes 3-days for a shipment to arrive at our warehouse after it shipsHer sectional will have taken just over two weeks to get from the factory to our warehouse and is due in this weekI will personally track *** ***'s order every day until it comes in so that she gets it promptly after we take possession of it.According to the special order contract we wrote up and *** *** signed we promised her a delivery within approximately 8-weeks after her purchase date (6-10-14)By the time we receive her pieces it will have taken around weeksTechnically her order is not late as all dates are approximateI will attach a copy of her original invoice with this letterAs a courtesy to *** *** we have already refunded her $which is the cost of her delivery feeSince *** ***'s order is not really late we feel this is more then fairAgain, we apologize for any conflicting or confusing information she was given and hope that she likes her furniture enough to forgive us for any mistakes we have made.Thank you for your time,Alexander FSales Manager Hamilton Sofa and Leather Gallery
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***