We were first notified of [redacted] 's complaint in early May and would like to address his complaint.On December 4, 2007, [redacted] purchased two office chairs from our businessHe picked the chairs up in early January [redacted] contacted us earlier this year regarding service for the caster wheels on one of the office chairs [redacted] explained that two of the caster wheels had broken since his purchase in We explained to [redacted] that replacement caster wheels are not covered under our warranty because they are a wear-and-tear item, similar to a automobile tiresOver time, the caster wheels will wear out with useThere is not a material defect with the caster wheelsWe provided a cost to [redacted] for replacement caster wheelsAt the time of [redacted] 's purchase, our warranty terms were as follows (see attached Terms & Conditions PDF): [redacted] ***’s merchandise is warranted for years from the delivery date and applies to use onlyMerchandise defective in material or workmanship will, at our option, be repaired, replaced, or the amount paid used as a store credit.DECOR DOES NOT WARRANT: The wearing quality and/or color fastness of wood, marble, slate, leather, and fabrics[redacted] believes he should get the wheels at no cost and believes they are covered under our warrantyWe stand behind our productsHowever, our warranty does not cover the wear-and-tear that occurred to [redacted] 's caster wheels over the past nine yearsIf [redacted] would like to purchase the caster wheels for the amount indicated, he can bring his office chair to our workshop and we will install them at no charge.Please let me know if I can be of further assistance.Most sincerely,Drew H [redacted] , Owner + VP Sales***@danedecor.com |
We were first notified of [redacted] 's complaint in early May and would like to address his complaint.On December 4, 2007, [redacted] purchased two office chairs from our businessHe picked the chairs up in early January [redacted] contacted us earlier this year regarding service for the caster wheels on one of the office chairs [redacted] explained that two of the caster wheels had broken since his purchase in We explained to [redacted] that replacement caster wheels are not covered under our warranty because they are a wear-and-tear item, similar to a automobile tiresOver time, the caster wheels will wear out with useThere is not a material defect with the caster wheelsWe provided a cost to [redacted] for replacement caster wheelsAt the time of [redacted] 's purchase, our warranty terms were as follows (see attached Terms & Conditions PDF): [redacted] ***’s merchandise is warranted for years from the delivery date and applies to use onlyMerchandise defective in material or workmanship will, at our option, be repaired, replaced, or the amount paid used as a store credit.DECOR DOES NOT WARRANT: The wearing quality and/or color fastness of wood, marble, slate, leather, and fabrics[redacted] believes he should get the wheels at no cost and believes they are covered under our warrantyWe stand behind our productsHowever, our warranty does not cover the wear-and-tear that occurred to [redacted] 's caster wheels over the past nine yearsIf [redacted] would like to purchase the caster wheels for the amount indicated, he can bring his office chair to our workshop and we will install them at no charge.Please let me know if I can be of further assistance.Most sincerely,Drew H [redacted] , Owner + VP Sales***@danedecor.com |