Hyundai of Hot Springs, LLC

Complaint: [redacted] I am rejecting this response because: As I stated numerous times, I did not use this crib the entire time I've owned itI've used it less than a yearSo this businesses claims that I've used it months are falseI also installed the broken spring support yesterday, since they insisted it was "fine" and in doing so, I noticed that there are TWO loose springs, not just the oneThe rest are tight, taut to the spring support, but the two that are not can easily fall off and we do not have a machine to tighten themI took a video of these springs as evidenceHowever, I am unsure how to send it to you as proofI still stand by my claim that this crib is unsafe and I do not trust continuing to use it and thus want it totally replaced Regards, [redacted]

The customer has since been contacted and the issue is rectified

I will respond with my last message to the consumer with some slight addendum that will further clarify that which I already tried to convey***,I have reviewed your entire case starting from the initial voicemails left on December 16th First off please accept our heartfelt congratulations on the upcoming new additions to your family, to start off the new year with twins sounds truly amazing.Allow me to explain some of our customer care protocol, protocol that was placed in order to maximize efficiency and to provide the most accurate information to our consumersTo ask for item name, model number, manufacturing date, proof of purchase and imagery allows us to zero in to the nitty gritty details that might have brought you to contact usTo be totally honest the customer care team is held responsible when they don’t obtain all this information because this allows for improper record keepingaddendum 1) While the record keeping might mean nothing to a consumer perspective it is integral to damage reports and information relayed to our suppliers The simple "the crib was broken" means nothing when you are dealing with a vast assortment with a wide array of suppliers That's what it means.Upon reviewing your case I applaud your earnest effort in trying to provide your incoming grandchildren with beautiful furniture even going so far as to return and repurchase multiple times in order to get the product you wantI could totally appreciate the frustration that ensued when what you thought you were purchasing did not arrive.The facts are as follows: · Not all our furniture are interchangeable.addendum 2) it should be more than clear that while two products arer made by a specific company as long as they dont have a matching name it should not always be assumed that they are interchangeable The collection name is the first indicator of this.· You bought an Eden crib collection and a Providence crib – these are two DIFFERENT collections.· You returned and reordered the same pieces out of your own volition and assumption that they will match.· Our chests and cribs are not made in the same place or even in the same country· The chests you received are espresso.· The cribs you received are espresso albeit a darker shade.· Nowhere in the imagery of the Eden is the providence case piece, meaning you did not buy a set.I am sorry that Jesus’s suggestion to keep the cherry color was unsatisfactory, I believe it was genuinely coming from a place to limit the increasing hassle that this has becomeAs of this point, short of you returning the product there is simply nothing I can do.Addendum 3) short of returning the item the consumer made no request at all short of having merchandise from different collections match the same color While Dream On Me is not without its flaws like any business it is the humble opinion of myself and the VP of sales that further research before purchasing would have allayed this debacle

The parts have been set out to the customer when the first contacted Dream on Me on 11/4/This is now the 3rd time Dream on Me is sending Nuts and BoltsI have proof of all the packages sent out to [redacted] @ [redacted] If you would like to see the mailing proof of these packages sent to the Consumer please email me at [redacted] and I will send back scanned PDF file of Mailing Parts, now the 3rd time

Product out of warranty period, offered part for free only charge shipping $25.Customer unhappy with this.DOM agreed as a good will gesture to replace entire porta crib at no charge including shipping.Asked customer to destroy original and send picturesWhich customer agreed as fair and acceptable resolution.Received pictures of destroyed crib 10/29/15Shipped free replacement crib on 10/30/and notified customer of this with below email including UPS tracking #.Company has satisfied customer complaintDear [redacted] ,I just received your pictures thank youyour tracking is [redacted] this will ship with ups today,

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

To whom it may concern,There was no defect with the cribOur CS sent parts that were from the same factory, MFG date and productionWe sell ample quantity of this crib to know there is no issue with production.It became very clear that the Customer did not know how to build this crib In the mean time DOM lost cribs from production (the one she purchased that she can’t use and the new box I had to open to send parts)It is not possible for a DOM employee to actually go build the crib for her so the most sensible thing to do was tell the customer to return the crib for a refund and purchase a different productAny part request will take 3-business days to process and ship

Unfortunately we did not get back to the customer in a timely manner Dream On Me will contact customer on Monday January 30th by phone and advise shipping cost for damaged piece and an option for a brand new toddler bed.DOM management extends its sincere apologies for not following up Procedural questions are asked to ensure proper protocol is taken place and when an item is out of warranty there is specific questions that are asked to document proper reporting

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

Apologies that the office was closed the date of the receipt of the consumers email on Sep 21st at 4:PM this is the only documented email we have in our extensive Customer service system.The office was closed the 21st - 23rd for the Jewish New Year holiday.There is no advertisement and the post exists The pearl grey is the newist color added to the collection and the conversion post does take time to update on sitesA customer service rep will be in touch with this consumer

Here is email sent on 5/5/26/Subject: [redacted] Revdex.com Complaint ID: [redacted] Dear [redacted] , I am the assistant to the VP of Sales of our company and was asked by him to follow up on your complaint and make sure it is resolved in a satisfactory mannerI tried calling the phone number listed by Revdex.com on your complaint ( [redacted] and was advised it was not a working # We apologize for the confusion with your partI have personally researched this matter and was advised that your parts were definitely shipped and according to our customer service director, [redacted] that you should have received them by nowThe issue with tracking this shipment is a problem we have discovered with USPS, unless shipment is overnight, they will not take responsibility for the reliability of their tracking #’s and often the mail carrier fails to scan the item leaving the # invalid in the system while in fact it is on routePlease confirm that you have in fact received these parts and a phone # you can be reached at as I would like to personally make sure your satisfaction on this matter is complete [redacted] [redacted] ***

Complaint: [redacted] I am rejecting this response because:I sent pictures to the company of the parts that are defective and how they don't match up to be able to be put together Regards, [redacted]

This was an internal mistake and miscommunication Consumer will be contacted today to rectify The crib does convert into a toddler bed.We are extremely sorry for the relaying of inaccurate information

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,

We totally hear and understand the frustration over this matter and apologize for any and all confusion.DOM will make attempts today from the customer service supervisor in order to rectify this issue quickly and expeditiously. Ordinarily there are times where returning the product is the
most effective and quickest way to solve the issue, we apologize that that was not a feasible option at this time.Again, please accept our heartfelt apologies and appreciate your understanding as we attempt to amend the confusion

[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,
*** ***

Customer was contacted on morning of Wed, SepMessage left on customer's voicemail apologizing for missing part and explaining that our company was closed on Mon 9/and Tues 9/due to religious observance (Jewish high holy days)Missing part has been mailed priority mail and expected
delivery is Fri, 9/

In lieu of the fact that customer was unable to return damaged item to retailer as is typically our policy when extra spare pars are not available, Dream on Me was able to locate a new crib and sent requested parts to Mr*** on 3/2/ Mr*** was emailed tracking #***for
shipment on 3/2/Customer was satisfied with this resolution

Our sincere apologies for this misunderstanding. Dream On Me offices were closed during the weekend on 4/and 4/11-4/in observance of the Passover holiday. The consumer will be contacted today 4/13/with a quick expeditious response. To purchase conversion rails to convert
the Alissa to a full size bed an adjustable bed frame must be purchased, available with most major retailers Again we apologize for the inconvenience

I was forwarded your complaint from Revdex.comI tried calling the phone # on your email but it states no incoming calls. I have taken over all such complaints and want to apologize that yours was not responded to in a more timely manner. All the items you picture are
past the warranty (months on cribs and one year on mattress)Even if the items were within warranty period, our warranty, as is standard among all crib manufacturers only covers factory defects and does not extend to accidents or damage caused by outside causes such as teething or wear and tear which is clearly what took place in your two cribsSadly there is nothing any manufacturer of cribs can do to protect against such damage caused by a child teething on their furnitureThe finish is baby safe and has been tested for non-toxicityAs such it is more delicate as the hardening agents often found in adult furniture has been deleted from the finish for safety purposesThe good news is no worries on the danger to child. As far as the leg of the crib breakingIt is impossible for us to determine cause of this breakage, but again since it was reported well past the month warranty period the damage is not coveredWe suggest you remove the wheels on all four legs and glue and clamp the small broken piece with wood glueThis will make the crib safe and functional.We cannot suggest anything for the teething damageThere are aftermarket rail covers customers purchase but not sure they come in portable crib sizing. The mattress damage is clearly a result of some tear in the fabric, likely caused by some object that must has pierced the cover and again not a factory defect plus it is over the warranty coverage. As a good will gesture due to the delay in responding to your communication we would offer refunding you the cost of your two mattresses so you can purchase replacementsBut we cannot offer compensation on the two cribs for the reasons explained above. With your approval of this offer we will send you an Amazon or Walmart gift card so you can purchase replacement mattress directly from either of these sites. Please feel free to reach me on my cell phone listed below if you would like to discuss this matter further