I have read and understand the customers complaint. When the customer first called to let us know of his concerns regarding the cracks in his bunk bed, *** spoke with him and assured him that this is a common and characteristic of log furniture. To assure him even further she
suggested that they send us pictures so we could see the photos and confirm that this was normal. *** and I both looked at the photos and saw that this was indeed nothing out the ordinary . We discussed contacting the customer about the photos and letting him know. Unfortunately, *** and I got our wires crossed, each thinking the other was going to contact the customer and neither one of us did. We called the customer immediately, once we realized the mistake we had made. We apologized for our oversight and assured him the cracking was and would not compromise the stability or integrity of the bed. We also sent him this link thoroughly explaining the cracking process of log furniture http://www.lakelandmills.com/product-information/information/cracking-checking-i...⇄ I know he also tried to contact us via our website, but we never received that request. I went to our website and made a request myself, I also never received any info from it. When you press the submit button, the message says "your information has been saved" . This is something I need to look into. We also have no records of him calling again, but have apologized for these incidents as well. We truly pride ourselves on the relationships we have with our customers and take this complaint very seriously. I believe I have addresses all of his concerns and have explained myself clearly. Please contact me if you have any further questions.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I have read and understand the customers complaint. When the customer first called to let us know of his concerns regarding the cracks in his bunk bed, *** spoke with him and assured him that this is a common and characteristic of log furniture. To assure him even further she
suggested that they send us pictures so we could see the photos and confirm that this was normal. *** and I both looked at the photos and saw that this was indeed nothing out the ordinary . We discussed contacting the customer about the photos and letting him know. Unfortunately, *** and I got our wires crossed, each thinking the other was going to contact the customer and neither one of us did. We called the customer immediately, once we realized the mistake we had made. We apologized for our oversight and assured him the cracking was and would not compromise the stability or integrity of the bed. We also sent him this link thoroughly explaining the cracking process of log furniture http://www.lakelandmills.com/product-information/information/cracking-checking-i...⇄ I know he also tried to contact us via our website, but we never received that request. I went to our website and made a request myself, I also never received any info from it. When you press the submit button, the message says "your information has been saved" . This is something I need to look into. We also have no records of him calling again, but have apologized for these incidents as well. We truly pride ourselves on the relationships we have with our customers and take this complaint very seriously. I believe I have addresses all of his concerns and have explained myself clearly. Please contact me if you have any further questions.Sincerely,*** ***