4-1-2017 Reply to Revdex.com customer complaint: Mr. [redacted] entered a contract for $17,000, and now states that he believes he is entitled to a full refund less $50 to cover any paperwork expense. Mr. [redacted] is correct in that he came into the showroom on 11/11/2016 and started a process of design...
work. As he states this ended up including the creation of several designs, and many changes were done to those designs at the request of Mr. [redacted] during that time. Approximately 4 months later, (3/8/2017) Mr. [redacted] came into the store, had the store create the agreement, supplied an $8500 deposit, and asked that his project get started, and also requested a remeasure. On 3/16/2017, Mr. [redacted] contacted his product advisor and requested to cancel the sale. He said that they changed their mind about the project and were instead planning to buy just bed for that room. The contract clearly states that SPECIAL ORDERS CANNOT BE CANCELLED BY THE CUSTOMER. There are various reasons that this statement is in the contract. Here are a few reasons below, including but not limited to: 1. Professional Design work both prior and post agreement is generated. There is a cost to the business for this. Manufacturing documents are created. This work has been done. 2. Product Advisor is compensated. 3. Production space is allocated and scheduled at mfg. This has been done. 4. Review of documents and scope of work completed between designer and mfg. 5. Manufacturer does not allow cancellation with a cancellation fee to our company. Credit card fees are approximately 2% ($8500). On a deposit, this goes both ways sale ($170), and returns ($170), totaling approximately $340. For the reasons stated above (and not limited to those) we do not engage in a contract based on clients being able to opt out at will, on demand, or buyers remorse. It simply does not make sense for our company to engage in the build of custom made furniture which incurs different layers of costs, resources etc., and then agree to cancel and make a full refund after all parties have made the agreement to move forward. Our contract stands. We fully understand that Mr. [redacted] no longer wishes to proceed with the contract, and he may discuss this further with the manager [redacted]. Mr. [redacted] contacted [redacted] on 3/30/17 in hopes of negotiating a settlement to void out the contract.
I would like to take the time to respond to a few things before I address the inventory issue.
We at Casual Dining & Bar Stools take customer service very seriously so I am surprised to here from the customer that they have attempted several times to reach out to us. I have no records of calls...
or messages from the customer
and I can find no record of email on our site. It would a get help to find out who they have spoken to regarding their problem as well as what email address they used to contact us at.
As for the issue with wrong goods you stated you have pictures of the boxes so please send those directly to me at [redacted]@casualdine.com.
It is very possible that the manufacture sent us the wrong piece. We delivered the items on 05/31/14 in boxes part of a free drop off delivery in which you signed off on noting that the items would be in boxes and if there were issues with product you would have to bring it back to our warehouse for replacement or service.
Seeing as items were not checked prior to being shipped out of the country to insure all parts were there and items were free of defect and now are no longer in our local service area the only option for you is for us to order you the correct piece and have it available for pick up at our warehouse. Maybe you can arrange someone to pick up it at our warehouse and they can ship it out to you. We would normally ask for the wrong item back so that we can return it to factory for a credit but seeing you left the country I would waive that and you would not have to return that piece back to us.
It was noted the unit was not possible to assemble but it is possible to assemble the short bench to the corner piece as a temporary solution.
I will start the process of ordering the long bench and will need to know who would be picking up this piece once in.
Thank You
[redacted]
Customer Service Manager
Customer was contacted by owner to discuss issues with table that was defective. Under our contract is stated replace or repair which is what we attempted to do with this customer. Customer came into showroom on Saturday to see if they could find a different table table and if it was more money we...
would offer a discount to make them happy. They were not satisfied so we have opted to take the table back and refund them in full..
Thank You
[redacted]
4-1-2017 Reply to Revdex.com customer complaint: Mr. [redacted] entered a contract for $17,000, and now states that he believes he is entitled to a full refund less $50 to cover any paperwork expense. Mr. [redacted] is correct in that he came into the showroom on 11/11/2016 and started a process of design...
work. As he states this ended up including the creation of several designs, and many changes were done to those designs at the request of Mr. [redacted] during that time. Approximately 4 months later, (3/8/2017) Mr. [redacted] came into the store, had the store create the agreement, supplied an $8500 deposit, and asked that his project get started, and also requested a remeasure. On 3/16/2017, Mr. [redacted] contacted his product advisor and requested to cancel the sale. He said that they changed their mind about the project and were instead planning to buy just bed for that room. The contract clearly states that SPECIAL ORDERS CANNOT BE CANCELLED BY THE CUSTOMER. There are various reasons that this statement is in the contract. Here are a few reasons below, including but not limited to: 1. Professional Design work both prior and post agreement is generated. There is a cost to the business for this. Manufacturing documents are created. This work has been done. 2. Product Advisor is compensated. 3. Production space is allocated and scheduled at mfg. This has been done. 4. Review of documents and scope of work completed between designer and mfg. 5. Manufacturer does not allow cancellation with a cancellation fee to our company. Credit card fees are approximately 2% ($8500). On a deposit, this goes both ways sale ($170), and returns ($170), totaling approximately $340. For the reasons stated above (and not limited to those) we do not engage in a contract based on clients being able to opt out at will, on demand, or buyers remorse. It simply does not make sense for our company to engage in the build of custom made furniture which incurs different layers of costs, resources etc., and then agree to cancel and make a full refund after all parties have made the agreement to move forward. Our contract stands. We fully understand that Mr. [redacted] no longer wishes to proceed with the contract, and he may discuss this further with the manager [redacted]. Mr. [redacted] contacted [redacted] on 3/30/17 in hopes of negotiating a settlement to void out the contract.
I would like to take the time to respond to a few things before I address the inventory issue.
We at Casual Dining & Bar Stools take customer service very seriously so I am surprised to here from the customer that they have attempted several times to reach out to us. I have no records of calls...
or messages from the customer
and I can find no record of email on our site. It would a get help to find out who they have spoken to regarding their problem as well as what email address they used to contact us at.
As for the issue with wrong goods you stated you have pictures of the boxes so please send those directly to me at [redacted]@casualdine.com.
It is very possible that the manufacture sent us the wrong piece. We delivered the items on 05/31/14 in boxes part of a free drop off delivery in which you signed off on noting that the items would be in boxes and if there were issues with product you would have to bring it back to our warehouse for replacement or service.
Seeing as items were not checked prior to being shipped out of the country to insure all parts were there and items were free of defect and now are no longer in our local service area the only option for you is for us to order you the correct piece and have it available for pick up at our warehouse. Maybe you can arrange someone to pick up it at our warehouse and they can ship it out to you. We would normally ask for the wrong item back so that we can return it to factory for a credit but seeing you left the country I would waive that and you would not have to return that piece back to us.
It was noted the unit was not possible to assemble but it is possible to assemble the short bench to the corner piece as a temporary solution.
I will start the process of ordering the long bench and will need to know who would be picking up this piece once in.
Thank You
[redacted]
Customer Service Manager
Customer was contacted by owner to discuss issues with table that was defective. Under our contract is stated replace or repair which is what we attempted to do with this customer. Customer came into showroom on Saturday to see if they could find a different table table and if it was more money we...
would offer a discount to make them happy. They were not satisfied so we have opted to take the table back and refund them in full..
Thank You
[redacted]