Pace Industries, Inc.

Initial Business Response /* (1000, 5, 2015/08/20) */
We were first contacted on August 12th by the *** *** store requesting that a re-order (***XXXXXXXX) be expedited and inspectedThe store mentioned that there had been previous orders, but none that had been brought to our attention;
This was the first we were hearing of the damage/defects
The order (***XXXXXXXX) was received by Pace on August 12th and shipped out the next day, August 13thIt was built with care, specifically for this order, inspected by our head engineer before packaging, and shipped as quickly as possibleIt is our opinion that it left Pace in perfect condition
We received a follemail from the store yesterday, August 19th, that the guest was not satisfied with the replacementThey included pictures of a cabinet, and the damage is debatable- the natural matte finish was flecked with some shiny spots on the side panel and one corner of the apronThis could be a number of things: moisture, oil/grease from the hands of handlers, or a mark from shipmentThe extent of the damage to the single cabinet for which we were provided pictures was greatly exaggerated
The guest also contacted us the same day, but would not deal with our Customer Service department, instead demanding to speak to the ownerThis was not possible- not only is it against our policy, but the owner was not available to take the callWhen this was communicated to the guest -multiple times- she was insistent that we were refusing to help her and that she'd be filing a complaintPace's Customer Service team was never afforded the opportunity to discuss the issues with her, offer solutions, apologies or compensation
We regret the communication breakdowns between Pace and both the store and guestWe are sorry for the frustration this has caused and are happy to offer a $*** gift card for this inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because upon speaking with multiple customers services people and saying sorry doesnt workThe last cabinet that came from Pace we were told that the owner himself looked at itIf that owner did then he must be letting poor workmenship go outWhen *** Store Manager called Pace them selfs and showed them picture they stated that sorry they were not going to send another oneDamage is Damage and when we have an issue we fix them problem do just say nope no moreSorry this customer has waited for months to get the correct product$gift card is BSWhen the vanity was $
Final Business Response /* (4000, 9, 2015/08/26) */
Pace is not refusing to supply a second replacement cabinet for one that arrived damaged, Pace is refusing to supply a sixth cabinet to a customer that simply does not like our product
The customer's complaints are with the finish of the cabinet: shiny spots and visible grainThese are elements of the *** cabinet construction, and can be found upon inspection of our stocked *** cabinets on any *** store sales floorShe is referring to these as damage when they are notThe expectation that her special order cabinet of the same series will not have the same construction and finish is groundlessShe has expressed dissatisfaction with the way we make our product, which is her right, but to expect us to change our construction to suit her needs is unreasonable
Had we been involved with this customer from the beginning of her struggle, it's possible we could have avoided many of these replacement orders and much of this lost time; Sadly, we were not informed of the issue until the latest (fifth) orderWe continue to sympathize with the customer's inconvenience and frustration, and the offer of a $*** gift card- to be put toward a product that will better suit her needs- stands