Innovative Craft Products

WITHOUT PREJUDICE): On Jan 14, [redacted] picked up the [redacted] ***When [redacted] called me, he said there was a nick on one of the railsI told him no problem, keep going and send me a picture once everything is unwrapped and see how everything turns out [redacted] called back and I told him there were no photos yetHe said he would try againI believe that he tried, but we did not receive them (can be verified via Shaw (our internet provider) [redacted] later stated that these files were in large "folders" and did not ever come through, and he acknowledged this Approx days later [redacted] calls me wondering what we are going to do with his bedOnce again, I told him that I would love to help him, however I need to know what is wrong, which parts are affected etcI notified our head office of potential issues and they were awaiting a "parts request"Once again he said he'd send the picturesOnce again nothing was sent(verifiable via Shaw) On Fri Feb 12,I see a message left for me to call ***I called him, and at first it was somewhat amicable (as he had been up til this point) I asked him where the photos were and he got verbally abusive when I told him that if I can't see photo's he will have to bring in any affected parts so that I can know what I am dealing withAt this point he got belligerent and he said "don't fk with me you little ft, I'll take out all of your windows" and he hung up(this too is verifiable) [redacted] finally sent his first email to us shortly after this unreasonable, and threat punctuated phone call(verifiable via Shaw) No photos I emailed him back and said that if he apologized to me for calling me "a little fking ft" that I would then be able to go ahead and help him out, and that I need photos [redacted] sent photos on Feb 15,2016, and had a conversation with Chad (I was off that day, and Chad felt he had a grasp on what needed to be done On Tues I called [redacted] to get my apology, and then discuss our plan of attack now that we finally had pics When I brought up the apology for what he called me, and then about how he was going to harm this family's business, he once again got belligerent [redacted] You can't get much worse than that, and the line was CROSSED thereUp until this point I gave [redacted] the benefit of the doubt that he had perhaps lost his cool and accidentally said some things in the heat of the moment previouslyI told him that if he would send the photos and apologize we could go forwardHe sent the photos on my day off, and I assumed he'd apologize and return to the decent, good natured gentleman that I met previously when I helped load up his truck with him etc I will admit, that the photos (after having viewed them for the first time this past Tuesday Feb 16) show correctable blemishes, shrinkage's etc which sometimes happen to wooden products and changes in humidity etc [redacted] is correct, in that there are issuesUnfortunately [redacted] never wanted to bring in items to be dealt with, nor could he send us photos like all of our other customers seem to be able to assist us with when there are unforeseen issues Im not going to just send my service crew an hour out of town, not knowing what to bring, what to expect, which parts are needed etc [redacted] told me he'd sent the necessary photos, and he knew I couldn't do a thing until they arrivedOnce again, he later admitted that he knew nothing came through due to file size and would send the pictures one at a time So to put this into perspectiveIt took [redacted] until Feb 15,to send us the photos that he said he'd send in the first placeToday is Friday the 19th of Feband I am replying to this Revdex.com AnywaysWhat we are willing to do: I was originally (after the apology), going to send two guys there with the necessary parts/new mirror etc and get them to switch out the items out and touch up the more hidden and less finished areas.(This set does have a classic rustic appeal that some people prefer some of these elements touched up) We can still do thatNo apology needed/wanted I can also send out a professional technician who would bring out a new mirror (there was some separation in the finish in the photo that I saw) and then bring back the defective mirror (provided there is no additional damage or glass breakage etc) The tech could easily repair these issues to factory finish (or better)-these guys are better than the mass produced factory worker techs who have a quota to meetFrom what I could see its a lot of shrinkage related issues along seams and so onVery easily corrected We have to keep in mind, that for dollars we provide a 12,dollar bedroom suite "design or look" Unfortunately in our climate (ask any furniture retailer) there is no way to avoid seasonal shrinkage, and the need for touch up stain pens within the first seasons of a product's life is not a huge abnormality) These seem like reasonable solutions which we have successfully used with reasonable customers for decades Notes: There are a string of emails going back and forth (initiated Feb 12,16)-last Friday which are availIf Revdex.com wants to verify the points that I noted as verifiable, then we can make these available) [redacted] has indicated he wants to pursue this legally as wellIf this does occur there will be public disclosure issues, and we will at that time ask the Revdex.com to close the file and let the courts proceed Hoping to resolve and move on

WITHOUT PREJUDICE):
On Jan 14,2016 [redacted] picked up the [redacted]. When [redacted] called me, he said there was a nick on one of the rails. I told him no problem, keep going and send me a picture once everything is unwrapped and see how everything turns out. [redacted] called back and I told him...

there were no photos yet. He said he would try again. I believe that he tried, but we did not receive them (can be verified via Shaw (our internet provider). [redacted] later stated that these files were in large "folders" and did not ever come through, and he acknowledged this.
Approx 10 days later [redacted] calls me wondering what we are going to do with his bed. Once again, I told him that I would love to help him, however I need to know what is wrong, which parts are affected etc. I notified our head office of potential issues and they were awaiting a "parts request". Once again he said he'd send the pictures. Once again nothing was sent. (verifiable via Shaw)
On Fri Feb 12,16 I see a message left for me to call [redacted]. I called him, and at first it was somewhat amicable (as he had been up til this point) I asked him where the photos were and he got verbally abusive when I told him that if I can't see photo's he will have to bring in any affected parts so that I can know what I am dealing with. At this point he got belligerent and he said "don't fk with me you little ft, I'll take out all of your windows" and he hung up. (this too is verifiable)
[redacted] finally sent his first email to us shortly after this unreasonable, and threat punctuated phone call. (verifiable via Shaw) No photos.
I emailed him back and said that if he apologized to me for calling me "a little fking ft" that I would then be able to go ahead and help him out, and that I need photos.
[redacted] sent photos on Feb 15,2016, and had a conversation with Chad (I was off that day, and Chad felt he had a grasp on what needed to be done.
On Tues I called [redacted] to get my apology, and then discuss our plan of attack now that we finally had pics.
When I brought up the apology for what he called me, and then about how he was going to harm this family's business, he once again got belligerent [redacted] You can't get much worse than that, and the line was CROSSED there. Up until this point I gave [redacted] the benefit of the doubt that he had perhaps lost his cool and accidentally said some things in the heat of the moment previously. I told him that if he would send the photos and apologize we could go forward. He sent the photos on my day off, and I assumed he'd apologize and return to the decent, good natured gentleman that I met previously when I helped load up his truck with him etc.
I will admit, that the photos (after having viewed them for the first time this past Tuesday Feb 16) show correctable blemishes, shrinkage's etc which sometimes happen to wooden products and changes in humidity etc. [redacted] is correct, in that there are issues. Unfortunately [redacted] never wanted to bring in items to be dealt with, nor could he send us photos like all of our other customers seem to be able to assist us with when there are unforeseen issues.
Im not going to just send my service crew an hour out of town, not knowing what to bring, what to expect, which parts are needed etc. [redacted] told me he'd sent the necessary photos, and he knew I couldn't do a thing until they arrived. Once again, he later admitted that he knew nothing came through due to file size and would send the pictures one at a time.
So to put this into perspective. It took [redacted] until Feb 15,2016 to send us the photos that he said he'd send in the first place. Today is Friday the 19th of Feb. and I am replying to this Revdex.com
Anyways. What we are willing to do:
I was originally (after the apology), going to send two guys there with the necessary parts/new mirror etc and get them to switch out the items out and touch up the more hidden and less finished areas.(This set does have a classic rustic appeal that some people prefer some of these elements touched up)
We can still do that. No apology needed/wanted
I can also send out a professional technician who would bring out a new mirror (there was some separation in the finish in the photo that I saw) and then bring back the defective mirror (provided there is no additional damage or glass breakage etc)
The tech could easily repair these issues to factory finish (or better)-these guys are better than the mass produced factory worker techs who have a quota to meet. From what I could see its a lot of shrinkage related issues along seams and so on. Very easily corrected.
We have to keep in mind, that for 4000 dollars we provide a 12,000 dollar bedroom suite "design or look"
Unfortunately in our climate (ask any furniture retailer) there is no way to avoid seasonal shrinkage, and the need for touch up stain pens within the first 4 seasons of a product's life is not a huge abnormality)
These seem like reasonable solutions which we have successfully used with reasonable customers for decades.
Notes:
There are a string of emails going back and forth (initiated Feb 12,16)-last Friday which are avail. If Revdex.com wants to verify the points that I noted as verifiable, then we can make these available)
[redacted] has indicated he wants to pursue this legally as well. If this does occur there will be public disclosure issues, and we will at that time ask the Revdex.com to close the file and let the courts proceed.
Hoping to resolve and move on.