Hopkins Roofing & Siding

We did remake table pads at no charge and shipped them to the customer on 4/29/16. The FedEx tracking number is [redacted]. Joe emailed the customer on 5/4/16 and let him know that the pads were delivered. This has been resolved.

Shipped 4/20/16 fedex tracking # [redacted] delivered 4/21/16

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Company has responded stating they will issue a refund to the customer.

I've spoken with the customer about this and we both agree that this is just a unfortunate misunderstanding. We have worked it out and the customer is happy. We try very hard to not have these types of things happen but from time to time there are going to be misunderstandings. I would like to thank...

Mr [redacted] for his understanding in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

The customer ordered a custom made table pad from our company.  The custom made table pad was made to the customer’s specifications and delivered in the quoted time frame. After receiving the custom made table pad, the customer wanted to change the size of the table pad from the measurements...

she originally gave us, as well as have magnets added.  She was not happy with the custom made table pad, so I personally offered the customer to remake the custom made table pad at no cost to her.  Normal procedure is to charge a customer if we have to remake the custom product due to a change after the production has started.  Since the table pad is custom made and we cannot sell it to anyone else, we do not offer refunds.  The customer declined our offer to remake the product for free and decided to go to her credit card company to dispute the charge.  We replied to the dispute and the credit card company decided in our favor and gave the money back to us.  Her claim that we provided fraudulent documents to the credit card company is spurious and we categorically deny ever providing false documents.  We have and will hold up to our 100% customer satisfaction guarantee.  We have clearly shown that we are willing to go above and beyond our satisfaction guarantee, but rely on the customer to meet us at least ¼ of the way.  We have tried to reach the customer several times to remedy the issue with no success.  If customer would like to have the custom made table pad remade, she is more than welcome to call me directly.  1-800-428-4567 EXT 125.  Ryan S[redacted].

The pads were custom made to the customer’s specifications within the 4 to 6 week time frame.   I explained to the customer that it is a handmade product.  We offer Factory Rush’s that cost $30, but she declined purchasing a rush.  I did have conversations with the customer and...

pushed the products through the factory as fast as I could.  They were delivered to the customer via FedEx with tracking number  [redacted].  As a customer service gesture I offered a $100 refund on the order.  She wants more than that.  But I explained to her that I can’t  refund any more on the order.  A Revdex.com complaint that we are not giving her as much money back as she wants is unjust.  We have a custom made product and do not take returns or issue refunds, as this is a custom made product that we cannot sell to anyone else.  We have stepped up and offered a very fair gesture to try and make a customer happy.

We have a promotion going on for $39/piece table pads.  If you go to our website www.tablepad.com and select the CLEARANCE PAD, you will see the promotion.  It is $39 per piece.  The customer has a 47 5/8 x 84 ½ table.  This would be a 3 piece set.  The customer would pay...

$39 x 3 pieces.  This would total $117.00.  This promotion comes with our Base Color, which is a red and white top with a green bottom.  To upgrade to the premium colors which there are 30 different colors, would cost $39 more.  To add the magnetic locking system it would be $49.  This is an ala carte promotion.  So if the customer wanted the premium color upgrade and the magnetic locking system it would be $205 + shipping.  When you look at the website and the clearance pad section you will see that we are not being deceiving.  It is an ala carte promotion that is why it is call in only.

Please understand this was a difficult order, and we tried to convey that to our client. The person who filed the complaint Is Mr. [redacted], but our contact on this order has been Mr. [redacted] We did tell him this remake should ship In two weeks when he called on August 22, but then we called back on...

September 3 because our production department needed a dimension confirmed before the order was upholstered. At that point, we recut the entire order because it didn't measure the confirmed size.
We gave•Mr. [redacted] a status update on September 18, and we called him again on September 24, the day we shipped the order. The package was delivered on September 29 at 1:19 pm and was signed for by Mr. [redacted] It's possible that Mr. [redacted] didn't know that we had been In contact with Mr. [redacted] the day the order was shipped. We have not heard from either customer since the order was received, and we are optimistic that everything turned out great, as we inspected it thoroughly before packaging the conference table pads.
Thanks,
Blakely [redacted]

We have spoken with Mr. [redacted] again, but we are not allowed access to speak with Mr. [redacted] directly. I inspected this remade order myself, and there was no damage to the corners when we shipped this remake. We have less than 1 percent of our orders damaged, so I can only assure you the damage to these orders was not because we packaged them poorly. Our packaging process is 99 percent effective, and FedEx will confirm that stat if you'd like to contact them directly. I don't know the delivery process at this particular location, so perhaps it's a local problem. I really can't say.
I think the rest of the complaints are carried over from the initial order rather than the remake, so those have all been addressed in my previous letter, as far as I'm aware.
We told Mr. [redacted] that we are happy to remake his order again if he would like. He also has the option of returning the table pads for a full refund. Mr. [redacted] expressed in his complaint that this is his desire, but we are waiting for Mr. [redacted] to confirm for us that he will be returning the order for a refund. Our only options are to remake or refund the order, and we are willing to do either.
We are sad to read that this customer will not recommend our company, but we really have to package everything in a way that we have found to be the most effective method. We ship thousands of packages and have tried many different packaging techniques in order to narrow down the technique with the fewest number of damaged products.
Thank you, Blakely [redacted]

We dont see any validity to this complaint. Ms. [redacted] placed an order with us on July 19, as stated. Zachs exact words to her were as follows: Our standard turnaround is right around 3 weeks, 3 ½ weeks, you’re a 2-day ship. (We can have this call transcribed if needed.) This customer did not specify...

that she needed an exact delivery day, which we could have guaranteed if requested. We shipped the order on August 14, which was 3 weeks and 5 days after it was placed. The order was placed on a Sunday, so it could be considered 3 weeks and 4 days, seeing as the order was not placed on a business day. The package was delivered on August 18, which is 2 business days for FedEx, who does not make residential deliveries on Mondays. The customer kept calling us and saying Zach promised she would have her order in 3 weeks, which is not what he said. The customer also said in subsequent calls that she only ordered from us because we said she would have it in 3 weeks (which we did not), however she did not tell us there was any specific urgency when placing her order.
Ms. [redacted] call was returned by Joe on August 13, but he spoke with someone other than Nicole, who may not have conveyed the message. He did not tell this person that Ms. [redacted] would have her order the following Tuesday. He said she would probably receive it the second week of August.  I can have this transcribed as well if needed. Ms. [redacted] called us as well that day and spoke with Amy twice on August 13, and once with Jessica on August 14. We also asked FedEx to email Ms. [redacted] as soon as her order was shipped.  We believe we have been diligent in providing customer service to Ms. [redacted] and that we shipped her order in the time frame we originally stated when she placed her order.
Thank you,
Toni B[redacted]
Office & Accounting Manager
Berger’s Table Pad Factory, Inc.
International Table Pads
US Table Pad Factory, LLC.317-631-2577, ext. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

We have contacted the customer.  We have created a remake of the table pads for free.  Customer says he will remove the complaint after he receives the new set of pads correcting the issue.

We are currently trying to work with the customer to find out what would be the best resolution.

Our customer [redacted] called about a table pad on sale for $59 for any size table. She chose to pay for some additional features, such as having the table pads cut with an extension leaf of a specific size, locking the pieces together with magnetic locks, and a bag to store her wooden table...

leaf. We also added shipping since she was not picking up her order. She gave sizes to the original person she spoke with, however she changed those sizes when she sent in her order form and pattern. She increased the size of her table by a large amount, but we did not increase her price because the price she paid was for any size or shape. There is no record of Ms. [redacted] calling us after the pattern was received.
 
Ms. [redacted] is saying that she requested her table pad be 82 ¼” long including her additional leaf pad, however she wrote on her order form that the table is 82 ¼” long excluding her leaf pad, and she also specified on her tracing that the table is 82 ¼” in length. I’m including copies of both of these documents with my letter. This really wasn’t something that could have been interpreted in any way other than the way she wrote it. When she later spoke with our quality control manager, Joe, he offered to remake everything with her new sizes and the extras that she ordered for only $60, including shipping and everything. This would be a loss for us, but we were trying to come up with a compromise. Joe was in no way rude to her, and I can send you a transcript of the conversation if you’d like.
 
The customer has stopped payment on her credit card, so as of this time, she has not paid for this custom order, although she is still presumably using the table pads when her table is fully extended.
 
Thanks,
Blakely

Refunded $30 back to customer and remade her table pads per her specifications.
This issue has been resolved to the customers satisfaction.
Thank you,
Dennis F[redacted]
General Manager

We have a promotion going on for $39/piece table pads.  If you go to our website www.tablepad.com and select the CLEARANCE PAD, you will see the promotion. The price is $39 per piece.  The customer has a 47 5/8 x 84 ½ table.  This would be a 3 piece set.  The customer would pay...

$39 x 3 pieces.  This would total $117.00.  This promotion comes with our Base Color, which is a red and white top with a green bottom.  To upgrade to the premium colors which there are 30 different colors, would cost $39 more.  To add the magnetic locking system it would be $49.  This is an ala carte promotion.  So if the customer wanted the premium color upgrade and the magnetic locking system it would be $205 + shipping.    When you look at the website and the clearance pad section you will see that we are not being deceptive.  It is an ala carte promotion which is why it is call in only.  Thanks for your help in this complaint.

We custom make table pads and run different specials.  We often sell a customer a Gift Certificate to lock in a promotional price, when they don't have exact measurements or still need to make color choices.  When they send in the tracing of their table or complete their option choices, we...

produce the pads.   This part of the process was explained to him at the time of the charge.  He was clearly told he was purchasing a refundable Certificate and was going to be charged the full amount.  If he decided to cancel before we made the custom product, we could refund the money. All he would need to do is send us the Certificate he purchased and inform us he wanted to cancel the order.  We have never received the Certificate back in the mail or we would have refunded the customer’s money in full.  We will refund this order without the Certificate as a customer service gesture.  But we have not received anything back from the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although they did provide the missing leaf pads they still did not provide the two storage bags I ordered and paid for and the original pads that they remade did not include the magnetic locks that I also originally ordered and paid for. The only reason I originally ordered from this company was for the magnetic locks.Since I paid them on 2/4, they received my custom pattern on 2/28 but did not provide any product until 4/14 and then credit company response from them was not received until the beginning of June, the only reason they "won" their dispute was because the time frame for the credit card company to get my refund back had run out. If you call that winning then the company would be right. The credit card company had to place the call to the vendor to even get them to talk to me on the phone and they still refused to refund my money. so at that point I had two choices; give them my money and get nothing for it or be forced to accept a remake. So, although all parts now fit the tables as I ordered, neither set has the magnetic locks and again, I am still missing the two storage bags that were included in the original order.
Regards,
[redacted]