Hyundai of Hot Springs, LLC

Customer reached out by phone to our customer care department and provided imagery and summary of issue by email on Thursday Feb 11th. Was understood that the customer is of the belief that color of the dresser did not match the crib. Upon reviewing the imagery Dream On Me
determined that the color of the dresser was espresso though of a lighter shade due to a different country of origin which was explained to the customer. Customer care manager explained to the customer that the dresser is not intended to go with that particular styled crib that the assumption that they are part of the same collection was an error as the crib is named *** and the dresser is named *** The reality that the customer was dissatisfied with the product is understood but does not warrant a refundIt warrants a return to the retailer

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to meDream on Me is sending me the conversion kits for the crib (stabilizer bar and toddler guardrail)They have also requested that since this issue is resolved that the complaint be taken down from the websiteTherefore, I would like to complaint taken down and please notify me when the complaint is removedThank you for your assistance

Spoke with consumer over phone and followed up with below email .Customer seemed satisfied with proposed resolution.Hi ***,We apologize for the confusion regarding the optional conversion rails for the Brody CribUp till now all our customers have had no problem with the metal bed frame option we
recommendBut as a good will gesture, since you felt the manual was misleading, we will be send you #*** posts valued at $at no charge.You had mentioned not being able to find metal full bed frames that will safely support a footboard as well as headboardPlease click on attached links for two heavy duty models both offering this featureBased on the popularity of these frames for Adult beds as well as the thousands of satisfied Brody customers, I have no doubt that your sleigh bed would be very secure if you choose to go ahead with these options.***
*** If you would prefer wood rails and can wait, as I shared over the phone, we are working on bringing these in from Asia in the next few monthsWe do not have a confirmed ETA yetIf you would prefer to have wood rails and can wait, please contact me end of July and I should have a better idea as to availability and will work with you to get these to you once they arrive. Please confirm this as a satisfactory resolutionOnce we receive your approval we will forward the posts to you at no charge. Best regards,*** ***VP of Sales

Customer was contacted on 9/1/2015. An approximate 7 minute conversation was exchanged between the consumer and the Dream On Me representative, during said conversation details were shared around the confusion of the company's customer service department concerning sending correct parts. It was...

agreed upon between the Company representative and the customer that upon receipt of imagery of the destroyed crib Dream On Me will issue a check for $100. There was a mutual cordial understanding between the parties at the end of the call.

Consumer contacted DOM on 9/14 and after many communications back and forth was able to produce proof of purchase for two Brianna cribs item 676.  Consumer only complained about one of the cribs being purchased.  The Brianna was discontinued early 2015 and to date there are no replacement...

parts.  Consumer sent imagery of damaged parts that showed clear signs of wear and tear and teething.  Ordinarily Dream On Me will replace the damaged part free of charge but since the item is discontinued we offered =1 better valued crib that shipping costs were expected to be subsidized.  Now consumer is expecting TWO cribs completely free of charge when no proof was presented on second crib.  To defray any further issues DOM will ship consumer one new crib to replace defective product free of charge.  There has been no proof of any issue on second crib and DOM will not be issuing anything on the second crib.

The customer has since been contacted and the issue is rectified.

[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]

Complaint: [redacted]
I am rejecting this response because: I believe this is an example of blatant disregard for customer satisfaction. I do not understand how a business can advertise two separate items in identical colors, literally listed ver-beta as espresso, along with images that appear identical in color, and anticipate the general public and/or retailers to distinguish a vast difference in the colors. 
Regards,
[redacted]

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,

Apologies that the office was closed the date of the receipt of the consumers email on Sep 21st at 4:59 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 false 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 sites. A customer service rep will be in touch with this consumer

To whom it may concern,There was no defect with the crib. Our CS sent parts that were from the same factory, MFG date and production. We 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 2 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 product. Any part request will take 3-5 business days to process and ship.

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]

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 it. I've used it less than a year. So this businesses claims that I've used it 22 months are false. I 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 one. The 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 them. I took a video of these springs as evidence. However, I am unsure how to send it to you as proof. I 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]

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,

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.

The parts have been set out to the customer when the first contacted Dream on Me on 11/4/14. This is now the 3rd time Dream on Me is sending Nuts and Bolts. I 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.

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. [redacted],I have reviewed your entire case starting from the initial voicemails left on December 16th 2016. 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 consumers. To 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 us. To be totally honest the customer care team is held responsible when they don’t obtain all this information because this allows for improper record keeping. addendum 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 want. I 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 become. As 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 3 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.

As stated in the initial response,We will not be providing an replacement crib as this crib was in the consumers possession for over 22 months (now 24) and is no longer under any warranty.  There is no empiracal evidence to determine the nature of how the consumer used or did not use this crib.  The data is that proof of purchase indicates 11/11/15 now over 2 years ago.    The mattress support that was sent and that is in her possession was inspected by DOM and imagery was provided to consumer.   We will not be providing a refund for that same reason. The reliability & integrity of the mattress supports are something continuously being monitored by our compliance department.

Customer purchased the crib in 11/11/15 with a problem occurring 8/25/17. There was an issue regarding sending the initial replacement mattress support where a spring was dislodged during shipping though this is highly uncommon.The second attempt at sending the second mattress support...

was supplemented with imagery to ensure that Dream On Me is sending the correct part.   Dream On Me strives to not send faulty parts as this just becomes costly to no benefit We are genuinely sorry for this mishap.  This was an easily fixable issue by the customer. We will not be providing an replacement crib as this crib was used for over 22 months and is no longer under any warranty.  We will not be providing a refund for that same reason.

[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]