Hello, [redacted], Len-Co apologizes to Mr. [redacted] for any implication that he was lying about the condition of the product. We are all human, and when a claim is made that something is "completely unusable," but then the situation shifts to "I was able to use the product," any logical person assumes that either the initial claim was false, or the initial claim was an overreaction. Perhaps it was only an overreaction. We apologize if our reply to this stance was an overreaction as well. As for customer service issues, and Mr. [redacted]'s claim that we completely lack quality control, I would like to point out that Mr. [redacted], in his own words, had done quite a bit of business with us over the preceding two years. I assume these multiple transactions were smooth and efficient. The reason we cannot deliver new boards to Mr. [redacted] is because: 1. We already refunded him for what he claimed to be missing. 2. He used the boards he said he initially could not use. 3. SPF #2 and better construction grade lumber is not graded for appearance. It is intended to be used for framing in structures that are not visible. 4. Slight checking, knots, or defects that may not be visually appealing are to be expected with SPF #2 and better construction grade lumber, and do not exclude it from being used successfully in most building applications. 5. When a customer expresses concerns about the appearance of construction grade lumber, the only fail-proof way we have found (after 57 years in business) to absolutely ensure the satisfaction of the customer is to have them come and pick out new boards themselves. What one person deems to be a "good" board varies widely from person to person. Beauty is in the eye of the beholder. Rather than prolonging a problem, we have found that offering to have the customer come pick out or exchange boards, or take a refund, is the best course of action. I hope Mr. [redacted] can respect our position on the matter. I respect his concerns, and the offer is still certainly here for him to come and pick out new boards for purchase whenever he would like. Thank you, Steve [redacted]. - Sales Manager Len-Co Lumber Corporation
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Not only is there response skewed, it does NOT address their accusations or their complete lack of quality control. Of course I took a refund, I was shorted boards and delivered sub par lumber. Who wouldn't have taken a refund? The problem is not the refund but the accusations made by Lenco staff and the fact that I didn't get all I needed. Why should I have to pay more delivery fees and make a trip out to inspect lumber when the shortcomings clearly rested on the shoulders on Lenco staff. It's not too much to ask for the correct quantity and lumber that doesn't have extreme amounts of checking. Regards, [redacted]
Dear Revdex.com, Inc.,With regards to Revdex.com ID [redacted], Len-Co Lumber was aware of two customer Issues;1. The customer was dissatisfied with 2 out of 3 pieces of 2x10x18' SPF.2. The customer claimed to be short 3 pieces of 2x6x14' SPI'. Len-Co offered a full refund to the customer on both...
Issues, as mentioned In the customer's "statement of the problem." As, of the time of writing this response, the customer elected to keep and use the two pieces of 2x1Ox18' SPF, and elected to take a refund for the 3 pieces of 2x6x14' SPF. Len-Co promptly Issued the refund on 6/6/2015. Len-Co feels that the refund Is the best solution at this point. The customer made it clear that he does not want to come to the store to pick out new pieces due to time constraints! Without the customer picking pieces that he is completely satisfied with, there is no way to guarantee that any replacement pieces sent would be to his liking.Sincerely, Stephen [redacted] - Sales Manager Len-Co Lumber Corporation, Buffalo Store
Hello, [redacted], Len-Co apologizes to Mr. [redacted] for any implication that he was lying about the condition of the product. We are all human, and when a claim is made that something is "completely unusable," but then the situation shifts to "I was able to use the product," any logical person assumes that either the initial claim was false, or the initial claim was an overreaction. Perhaps it was only an overreaction. We apologize if our reply to this stance was an overreaction as well. As for customer service issues, and Mr. [redacted]'s claim that we completely lack quality control, I would like to point out that Mr. [redacted], in his own words, had done quite a bit of business with us over the preceding two years. I assume these multiple transactions were smooth and efficient. The reason we cannot deliver new boards to Mr. [redacted] is because: 1. We already refunded him for what he claimed to be missing. 2. He used the boards he said he initially could not use. 3. SPF #2 and better construction grade lumber is not graded for appearance. It is intended to be used for framing in structures that are not visible. 4. Slight checking, knots, or defects that may not be visually appealing are to be expected with SPF #2 and better construction grade lumber, and do not exclude it from being used successfully in most building applications. 5. When a customer expresses concerns about the appearance of construction grade lumber, the only fail-proof way we have found (after 57 years in business) to absolutely ensure the satisfaction of the customer is to have them come and pick out new boards themselves. What one person deems to be a "good" board varies widely from person to person. Beauty is in the eye of the beholder. Rather than prolonging a problem, we have found that offering to have the customer come pick out or exchange boards, or take a refund, is the best course of action. I hope Mr. [redacted] can respect our position on the matter. I respect his concerns, and the offer is still certainly here for him to come and pick out new boards for purchase whenever he would like. Thank you, Steve [redacted]. - Sales Manager Len-Co Lumber Corporation
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Not only is there response skewed, it does NOT address their accusations or their complete lack of quality control. Of course I took a refund, I was shorted boards and delivered sub par lumber. Who wouldn't have taken a refund? The problem is not the refund but the accusations made by Lenco staff and the fact that I didn't get all I needed. Why should I have to pay more delivery fees and make a trip out to inspect lumber when the shortcomings clearly rested on the shoulders on Lenco staff. It's not too much to ask for the correct quantity and lumber that doesn't have extreme amounts of checking. Regards, [redacted]
Dear Revdex.com, Inc.,With regards to Revdex.com ID [redacted], Len-Co Lumber was aware of two customer Issues;1. The customer was dissatisfied with 2 out of 3 pieces of 2x10x18' SPF.2. The customer claimed to be short 3 pieces of 2x6x14' SPI'. Len-Co offered a full refund to the customer on both...
Issues, as mentioned In the customer's "statement of the problem." As, of the time of writing this response, the customer elected to keep and use the two pieces of 2x1Ox18' SPF, and elected to take a refund for the 3 pieces of 2x6x14' SPF. Len-Co promptly Issued the refund on 6/6/2015. Len-Co feels that the refund Is the best solution at this point. The customer made it clear that he does not want to come to the store to pick out new pieces due to time constraints! Without the customer picking pieces that he is completely satisfied with, there is no way to guarantee that any replacement pieces sent would be to his liking.Sincerely, Stephen [redacted] - Sales Manager Len-Co Lumber Corporation, Buffalo Store