Lakeland Home & Stove, Inc.

Initial Business Response /* (1000, 5, 2016/02/22) */
First of all let's make it clear, the customer disputed this case to their credit card company and the credit card company ruled in our favor because we did everything correctly!
The customer's credit card was refunded in the amount of 4,132.71...

on Oct. 2 2015. This figure
reflects the original charge less shipping fees to and back and restock fees in accordance with our
policies.
On Sept. 3 2015 the customer called us and placed an order for a fireplace. This was a verbal order
and we instructed the customer that we would immediately send her an email for her to review the
items and to accept our terms and conditions. The email included an attached sales receipt detailing all
the product numbers, descriptions, sizes and weights. We told her that we do not proceed with the
order process until we get documentation back from our customers stating that everything is correct
and they agree to our terms and conditions. ( this is what we have been doing for years per instructions
from our credit card processing service)
Five days went by without receiving an email back from the customer stating acceptance of product
and our terms and conditions. So, on Sept. 8th we called the customer to see if she had any questions
about the product and terms and conditions. We reminded her that we will not proceed without an
email verification of the order and acceptance of our terms and conditions. She informed us that she still
wanted the products and would send us an email. Later that same day we did receive an email from the
card holder stating "Thank you! Yes, I agree with your terms and conditions. Any questions please call
my cell"
On Sept. 17th the customer was sent an email from us stating that her order had shipped. On
Sept.22nd The customer sent us an email stating that when our delivery truck showed up, her builder
refused the order because, according to the builder, the fireplace was too big for the project.
On Oct. 2nd we received the products back. Upon inspection we noticed everything arrived to us in
satisfactory condition and all was accounted for. We then credited the customer's card the difference
of paid amount less shipping fees and restock fees.
The customer states that the product was not as described. This could not be further from the truth.
In reality the products that were shipped matched everything that the cardholder ordered. Every
product we sell has its own web page. Every webpage has every bit of information available for our
customers to preview. Specs, Diagrams even the installation manuals that come with the products. This
customer found us online and picked this product from our website. (Obviously, we are in Minnesota
she is in NY)
It is obvious that the customer's husband had nothing to do with the planning or purchasing of a new fireplace for their home. He left it all up to his wife. This is not our fault. It is apparent that he should have been involved from the beginning. It is not our policy to make sure that a spouse agrees with a sales transaction. We go to great lengths to make sure that our customers know exactly what they are getting.
This order was over one thousand pounds. Delivered across the country! The customer knew and agreed to our shipping policies are restock fees should they refuse or return the product.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lakeland Home & Stove/Fireplacepro.com's response is very insulting and not totally accurate. I ("the customer's husband") was aware of my wife [redacted]'s shopping for a fireplace and the steps she was taking all along as we were doing this project together.
Since the company's reply does not indicate who wrote their reply, it's possible the person who wrote the reply had nothing to do with the sale, and is not aware of all the facts and all that happened. Who wrote the reply?
The company's comment about my leaving the shopping and buying "all up to my wife", implying she was incompetent and it was her fault, not the company's fault, is an outrageous insult to my wife, and a total lack of professional customer service.
If the company is questioning why I'm writing this complaint instead of [redacted], it's because we were both involved in this, it's our joint project and money, and [redacted] is recuperating from breast cancer surgery so I'm trying to alleviate the stress this is causing her by doing the writing.
She has kept me informed of the situation from the beginning, so I'm aware of the details. I mentioned her medical condition to the company in a previous email, and I'm surprised at their lack of sensitivity.
There was lack of customer support by the company when they didn't make sure the product was the correct size, dimensions, weight, etc., when [redacted] was describing the needs for this project.
And the company did not make sure she was fully aware of the extremely high re-stocking fee and shipping costs should the product need to be returned, and those risks involved in the sale.
The company claims free shipping, but obviously not when a customer receives the wrong product and needs to return it. These items, policies and risks were not adequately covered by Dean during the sale.
When the company requested [redacted] agree to their policies, it included a phone call to her while she was actually in the bank setting up the funds to pay for this product and she was under pressure from the company for an answer so the fireplace could get shipped.
Is she was fully aware of the risks of the sale, such as the risk of losing over $3000, she wouldn't have agreed to the purchase.
These risks should have been reviewed with her thoroughly, by taking time, away from her being pre-occupied at the bank, such as at home with written details available to go through with her by phone.
She thought she was doing the right thing by cooperating with the company, under pressure to make the transaction. But, as it turns out, the company just wanted to close the sale because, no matter what happened, the company would profit with a large sum of money.
Regarding the bank's involvement and what they agreed to, it's still being disputed by [redacted], but, as is typical with big banks, they, too, would rather have an issue resolved as quickly as possible, and still have money/interest coming to their bank from the transaction.
The bank isn't aware or doesn't care about all the issues involved. However, if this had happened to one of the bank's executives, I doubt the bank would have relinquished dealing with it so quickly and the resolution would have been very different.
We don't understand why Lakeland Home & Stove/Fireplacepro.com is so lacking in customer support in resolving this issue, rather than placing all the blame and insulting the customer. Other companies would at least make an offer to resolve this for good relations and maintain a good company image.
We'd like to know what the actual shipping costs were, and the actual restocking cost.
Since Fireplacepro.com hasn't shared any of these details with us, (as an example, I called Dean myself to get some answers but he refused to give me answers), [redacted] called the shipping company to ask what the shipping costs were. The rep put her on hold to consult with someone else, and came back to say they're not supposed to tell her what the costs were.
Which indicates Fireplacepro.com doesn't want customers to know the costs because they make money on the shipping costs charges. Probably hundreds of dollars, or possibly $1000 or more.
And how can a large re-stocking fee be justified when the product was never accepted, not opened, and was returned still totally wrapped and untouched? The product could simply be, and probably has been, shipped to another customer as is. That's about $2000 charged to us right there.
Some of the comments made by the company are redundant, inaccurate, or don't have anything to do with this complaint, such as "Every webpage has every bit of information available for our
customers to preview. Specs, Diagrams even the installation manuals that come with the products."
These details were not all included during the sale. And the product wasn't opened, so we don't know what came with it.
We are being truthful, we are stating exactly what we experienced. To say otherwise is another insult. When we said the product wasn't as described, we meant that we were sold the wrong product for our needs. [redacted] described our needs to Dean, and he oversold her with a product that ultimately didn't fit her description. It was way off.
It's possible Dean and others at the company are not being truthful with their co-workers about how he/they handled the sale. This is obvious because they have a dissatisfied customer. Dean and the company mishandled the sale.
The company stated: "This customer found us online and picked this product from our website."
That's one of the problems with dealing with this company! They need fully explain the risks involved with an online/phone sale for the customers' sake, to make sure everything goes right with the sale.
The bottom-line: we're still out over $3000 and we received nothing for it.
Fireplacepro.com: it's difficult for us to resolve this because you are located so far away and you are taking advantage of us because of this.
If we were closer, we could meet to discuss it, and possibly resolve this amicably. But we're not giving up. This involves $3000, not $300.
We ask that you specify the actual shipping and re-stocking costs and offer some kind of resolution, a dollar amount which can be refunded to us for us to consider, so we don't have to continue fighting with you. But, as I said, we're not giving up. We'll go other routes if needed.

Final Business Response /* (4000, 9, 2016/02/29) */
Again, every bit of information regarding the fireplace models are on our website. All installation manuals are available to view prior to purchasing a product from us. All weights and sizes are given to our customers for there approval before we process any order.
Mrs. [redacted] read our terms and conditions and agreed to them in writing by stating " I agree with your terms and conditions".
There is nothing more we could have done other than go to the building site and measure everything and ask for the spouses approval. This is not what we do. Nor do we imply that.
Mr. [redacted] is disappointed in his wife's decision. We understand that. However, it is apparent that he should have been more involved in the purchasing of such a large and expensive fireplace.
We made no profit from this transaction. The restock fees are what we get charged by the manufacturer plus shipping costs to and from his location. (over 1000 Pounds!)
We can explain all this to Mr. [redacted] however we can not make him understand.
We wish [redacted] a speedy recovery.
We have considered this case closed.