Mother Nature's

Review: We purchased several home items from Cabin Fever, to include a log bunk bed (extra long twin over a queen), a year ago. We paid to have it delivered and set-up in our vacation condo at Kings Beach. Weeks ago, we notice very large cracks, where the logs are splitting. Its mostly concentrated where the logs join and/or fit with each other. Many of the spits are between a quarter and half inch wide and extend more than a foot. I called Cabin Fever and spoke to someone who identified herself as [redacted]. I told her our first concern was safety, as were hoping to have guests this summer. However, we were also concerned about the furnitures longevity, because it was very expensive. She asked me to send pictures to her at c[redacted]. We sent an email and pictures of the cracks in the furniture and waited. Weeks went by and I never received an acknowledgment or a reply to our concerns. I tried to contact them again two weeks later through their web site and have heard nothing. Ive called (again) and left a message, but no one ever returned my call.Desired Settlement: We would like someone to address or concerns about furniture and replace the pieces that are splitting and seem unsafe.

Business

Response:

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, [redacted] spoke with him and assured him that this is a common and normal 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. [redacted] 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, [redacted] 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 normal 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,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.