Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ Unfortunately, damages can happen in transit with furnitureWe communicated with the customer almost daily to resolve the issueWe have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no cost to the customerThere was an unfortunate delay in getting the call tags from the carrier because of a union strikeWe advocated persistently to get these items out of the customer's hands as quickly as possibleOnce we received the items back, we issued a full refund (per our policy)We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Our customer service team discussed this issue with the customer on several occasionsCopeland beds are very well made and we have sold many without any complaintIn the end, our Customer Service Manager called and left a message and the CEO also called and left a message (with no response from
customer)We ended up giving her a full refund due to her unhappiness with her purchase.
However, in terms of the actual complaint, after reviewing all of the information and pictures provided and reviewing with the owner of the bed manufacturer, this is the end result (response directly from owner of the Copeland):
What we're looking at in those pictures is a crack in the back-face layer of a layer plywood sheetThis is a completely part of how plywood is manufacturedIt happens as the logs are peeled and cracks like this are to be expected throughout any plywood panelWhile you wouldn't want this on a primary veneered surface, on a secondary surface like this it is not any kind of defect at all
In any event, we tried to make the customer happy and offer a discount because of her discontent, but in the end, we ended up providing a full refund
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
Please remove my complaint from the website
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2015/10/02) */
Unfortunately, damages can happen in transit with furniture. We communicated with the customer almost daily to resolve the issue. We have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no...
cost to the customer. There was an unfortunate delay in getting the call tags from the carrier because of a union strike. We advocated persistently to get these items out of the customer's hands as quickly as possible. Once we received the items back, we issued a full refund (per our policy). We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer purchased the Mag Table from 2Modern on 6/29/2017. It is manufactured by Offi & Co., and is described as: "A flexible side table that stores your magazines while providing a surface for a cup of coffee or an extra seat" and constructed from "Molded ply with natural wood...
veneers or high pressure laminates." The wood tone has 4 options to choose from, and the client chose Walnut.
We were notified on 7/21/17 by the client that UPS had lost the delivery. We started a lost package investigation as soon as we were notified. On 7/24/17 the customer asked that we supply a replacement right away. Although lost package investigations can take up to 7 business days with UPS, we created a replacement order in good faith, and this 2nd order was received via UPS on 8/2/17.
2Modern was contacted by the client via email on 8/28/17, stating she was "not happy with the finish of this magazine table, and I would like to return it. Please advise on the return process." 2Modern obtained a return authorization and emailed return instructions back to the client on 8/29. Their return request did not mention any reference to the piece being damaged, defective, or any other issues except "not happy with the finish." For these return requests, this falls under our standard return policy for discretionary returns (buyer's remorse), posted on our returns page here: [redacted]
Our return instructions state: "The customer is responsible to ship the item(s), and for any fees associated with the return shipment. "
The client wrote us on 9/25 stating that she had gotten a shipping quote for $140 to return the table, and that she had disputed the credit card charge with American Express as she was "not taking responsibility for a defective product." This was the first mention of the product being defective. 2Modern asks that the client is responsible for return shipping, but we do not ask that customers have to take one specific return shipping quote. In cases of product damage or defect, 2Modern incurs all shipping charges and replacement costs. The customer did not ask for a replacement, and only mentioned a possibility of defect after they received a shipping quote.
2Modern asked the client for photos if she felt the product was defective. She supplied one photo of the table top. There was no evidence of a scratch or any other damage in the photo provided. The same day we forwarded the photo to our manufacturing rep at Offi & Company. No evidence of defect to support this claim was supplied. The customer also refereed to knots in the wood. With real wood veneers, occurrences of wood charatneriscs can vary, and are within acceptable parameters for a natural grain. The product rep said the following about the customer critique that the walnut was the wrong color:"This is definitely the walnut finish. These are made with a natural wood veneer and can vary somewhat in color, texture, or pattern and also images on different computers may appear darker or lighter."
2Modern wrote back to let the client know about the review, and to let her know that we were still happy to accept the return under our normal policy. She wrote back the following:
"I will maintain the dispute with American Express. The walnut furniture I own, all original pieces from the 1950s to 1980s are walnut. This magazine table is not walnut."
This is an instance of a subjective review of a color on a new piece with walnut veneers trying to match against other furniture decades old. Wood finish can vary dramatically over long periods of time and it is extremely challenging to match exact finishes even within the same family of wood grain. Regardless, this is further evidence that the product was in fact not defective, but simply buyer's remorse because this piece did not match her vintage furniture.
2Modern is committed to quality products and providing excellent customer service. We take quality assurance and issues of product defect very seriously as we are advocates for dozens of industry leading brands. We responded to the client's emails right away, and reviewed their photo. Unfortunately, there was no evidence to support the customer's claims, and the customer disputed the credit card charge and still has possession of the table. 2Modern is still happy to accept the return under our return policy and provide a refund.
Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ Unfortunately, damages can happen in transit with furnitureWe communicated with the customer almost daily to resolve the issueWe have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no cost to the customerThere was an unfortunate delay in getting the call tags from the carrier because of a union strikeWe advocated persistently to get these items out of the customer's hands as quickly as possibleOnce we received the items back, we issued a full refund (per our policy)We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Our customer service team discussed this issue with the customer on several occasionsCopeland beds are very well made and we have sold many without any complaintIn the end, our Customer Service Manager called and left a message and the CEO also called and left a message (with no response from
customer)We ended up giving her a full refund due to her unhappiness with her purchase.
However, in terms of the actual complaint, after reviewing all of the information and pictures provided and reviewing with the owner of the bed manufacturer, this is the end result (response directly from owner of the Copeland):
What we're looking at in those pictures is a crack in the back-face layer of a layer plywood sheetThis is a completely part of how plywood is manufacturedIt happens as the logs are peeled and cracks like this are to be expected throughout any plywood panelWhile you wouldn't want this on a primary veneered surface, on a secondary surface like this it is not any kind of defect at all
In any event, we tried to make the customer happy and offer a discount because of her discontent, but in the end, we ended up providing a full refund
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
Please remove my complaint from the website
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2015/10/02) */
Unfortunately, damages can happen in transit with furniture. We communicated with the customer almost daily to resolve the issue. We have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no...
cost to the customer. There was an unfortunate delay in getting the call tags from the carrier because of a union strike. We advocated persistently to get these items out of the customer's hands as quickly as possible. Once we received the items back, we issued a full refund (per our policy). We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer purchased the Mag Table from 2Modern on 6/29/2017. It is manufactured by Offi & Co., and is described as: "A flexible side table that stores your magazines while providing a surface for a cup of coffee or an extra seat" and constructed from "Molded ply with natural wood...
veneers or high pressure laminates." The wood tone has 4 options to choose from, and the client chose Walnut.
We were notified on 7/21/17 by the client that UPS had lost the delivery. We started a lost package investigation as soon as we were notified. On 7/24/17 the customer asked that we supply a replacement right away. Although lost package investigations can take up to 7 business days with UPS, we created a replacement order in good faith, and this 2nd order was received via UPS on 8/2/17.
2Modern was contacted by the client via email on 8/28/17, stating she was "not happy with the finish of this magazine table, and I would like to return it. Please advise on the return process." 2Modern obtained a return authorization and emailed return instructions back to the client on 8/29. Their return request did not mention any reference to the piece being damaged, defective, or any other issues except "not happy with the finish." For these return requests, this falls under our standard return policy for discretionary returns (buyer's remorse), posted on our returns page here: [redacted]
Our return instructions state: "The customer is responsible to ship the item(s), and for any fees associated with the return shipment. "
The client wrote us on 9/25 stating that she had gotten a shipping quote for $140 to return the table, and that she had disputed the credit card charge with American Express as she was "not taking responsibility for a defective product." This was the first mention of the product being defective. 2Modern asks that the client is responsible for return shipping, but we do not ask that customers have to take one specific return shipping quote. In cases of product damage or defect, 2Modern incurs all shipping charges and replacement costs. The customer did not ask for a replacement, and only mentioned a possibility of defect after they received a shipping quote.
2Modern asked the client for photos if she felt the product was defective. She supplied one photo of the table top. There was no evidence of a scratch or any other damage in the photo provided. The same day we forwarded the photo to our manufacturing rep at Offi & Company. No evidence of defect to support this claim was supplied. The customer also refereed to knots in the wood. With real wood veneers, occurrences of wood charatneriscs can vary, and are within acceptable parameters for a natural grain. The product rep said the following about the customer critique that the walnut was the wrong color:"This is definitely the walnut finish. These are made with a natural wood veneer and can vary somewhat in color, texture, or pattern and also images on different computers may appear darker or lighter."
2Modern wrote back to let the client know about the review, and to let her know that we were still happy to accept the return under our normal policy. She wrote back the following:
"I will maintain the dispute with American Express. The walnut furniture I own, all original pieces from the 1950s to 1980s are walnut. This magazine table is not walnut."
This is an instance of a subjective review of a color on a new piece with walnut veneers trying to match against other furniture decades old. Wood finish can vary dramatically over long periods of time and it is extremely challenging to match exact finishes even within the same family of wood grain. Regardless, this is further evidence that the product was in fact not defective, but simply buyer's remorse because this piece did not match her vintage furniture.
2Modern is committed to quality products and providing excellent customer service. We take quality assurance and issues of product defect very seriously as we are advocates for dozens of industry leading brands. We responded to the client's emails right away, and reviewed their photo. Unfortunately, there was no evidence to support the customer's claims, and the customer disputed the credit card charge and still has possession of the table. 2Modern is still happy to accept the return under our return policy and provide a refund.