Please remove the [email protected] as the primary email address for all Revdex.com correspondence Please forward all correspondence to B [redacted] ***@pacificcasual.com The customer was told on the original reply:The part is on a current back order I am hoping to see these arrive within the next weeks If the customer does not wish to hold for this back order please have Blue Stem/Finger Hut assist with the exchangeThe original complaint was due to shipping damage from Finger Hut directly to the customer We will always suggest returning to the retailer since this is not a true warranty claim but rather an issue in shipping from the retailer to the customer I have attached both the photo and the claim form where the customer states that the damage was due to shipping.Pacific Casual does not refund purchases made through retailers The customer has been told in every phone conversation regarding the back order to return to the retailer if they do not wish to hold The customer has obviously not chosen that option We do attempt to explain to the customers holding for back orders that we do not have exact ETA's until the parts on on the water and that if they do not wish to hold past the return date policy through the retailer so that they do not have issues with the return for the credit Again, the customer did not do this and relayed to my team that he would continue to waitKeeping in mind that all of the back orders (8) that we have holding are all for damage in shipping which put us on the back orderThe set does not ship from Pacific Casual but rather the retailer where it was purchased Finger HutI did get confirmation that our factory will finally assist us with the (8) rims that we need to cover our back order but I do not have the ETA I do push weekly for this update but cannot give a valid date until I know for certain its on the water Had the customer followed our continued suggestion to return to Finger Hut for a refund/exchange they could have already resolved this issue Keeping in mind that the issue is not warranty and we were willing to assist as a courtesy since the customer chose not to return the Finger HutI will reach out to the customer and explain again to him that he did have and was suggested to return to Finger Hut for the refund/exchange and chose not to He can either contact them to see if his purchase still falls within Finger Huts return policy or he can continue to hold for our inventory
This is the 3rd time I have replied to this customers complaint. You will find the other 2 complaints the first of which has already been cleared by the BBB. Please understand that the customer has been told several times of the back order time frame. He was also told when the request came in and in all back order replies that if he did not want to wait the time it would take that he could return his set to the retailer. He expressed at that time that he wanted to hold for the back order. I will again, respond to the customer and again, tell him of the back order. I am certain at this point he is not able to return the set since he waited outside of the retailers return policy. I cannot ship what I do not have but the inventory is set to arrive early this January if not before. The order will ship within 24 business hours of the delivery into my warehouse. No matter how many times he reports this to the BBB it will not change the back order time frame. Pacific Casual did not exchange money with the customer therefore would not be able to refund his purchase, which is why we suggest returning the set if this is the resolution he wants. Again, this is not what the customer wanted.
Please note the delay in replying to this complaint is that the email was sent to our general customer service email and not to a manger within Pacific Casual I am the Customer Service Manager for Pacific Casual My name is B*** ***.The customer purchased the Dewitt outdoor patio
dining set in July of All outdoor patio furniture warranties excluded glass breakage other than outside of the box at the time of purchase This exclusion is industry standard and is not specific to Pacific Casuals warranty The customer submitted the claim Sept21, but did not reply to the protocol sent until Oct10, The rely sent to the customer did explain that there is no warranty on glass and did also explain to the customer that the set was last produced and sold through Sears.com in the seasonIt was also explained that since the set is no longer in production and did only hold a year limited warranty for the set (excluding glass) that all parts for the Dewitt 7pc outdoor dining set were no longer in stock for his claim.The customer claims that the damage happened over night In reviewing the weather link the customer did have significant high winds (up to mph) as well as rain on Sept 9, overnight and that there may have been debris or some other cause outside of Pacific Casuals control during this storm that could have contributed to the glass on his table top breaking.Please note that glass does not spontaneously "explode" There would have had to be an impact, previous stress fracture or extreme temperature change (as was the customers notes on how glass can break on its own) The area in which the customer lives would not have experienced extreme temperature change and could not have been the factor In the event there was any manufactures defects or stress fractures on the glass prior to purchase the glass would have broken within a few months if not immediately after the date of purchase and assembly The glass on this customer table broke over years after the date of purchase and would be considered due to an issue outside of Pacific Casuals control If we did have the glass in stock to assist we most certainly would have even though glass breakage is an exclusion to the year limited warranty. I have attached the photos, order confirmation and the year limited warranty for the Sears.com Dewitt 7pc Dining Set.Please contact me directly if you will need any other information regarding this customers claim You can call me at ###-###-#### and ask for the Customer Service Manager B*** ***
Complaint:
I am rejecting this response because:Returning the product to the original seller Fingerhut is out of the question, because it's more than days, and I only can return their product within first daysI talked to Fingerhut already, and they are not willing to take this item backEvery time I e-mail the Pacific Casual to find out when I'm going to get the replacement, they give me the run around They mailed a Customer Service Commitment form along with the product, which clearly states not to return the product to the store where you purchased the item, please see the attached document I'm just following what they advised all their customers to do in writing, which now it's past thirty days and they know I can no longer return it back to the original seller, that's why they are not replacing my damaged item Their customer service is now bulling me by stating my item that was damaged during the shipment or in their holding facility it's not their responsibility it's my problem Please tell how I can use a patio set that doesn't have a table??? If Pacific Casual is not willing to replace my damaged table nor is FIngerhut willing to take back this damaged item who is responsible to pay for my damages???This is a copy of last email I got from Pacific Casual
B*** *** To'My Life My Love'CCCustomer ServiceNov at 3:05 PM Hi *l: We have received and responded to your Revdex.com complaint. I do truly apologize for the time frame it has taken to get the table rim shipped to you. Please do understand that the damage was due to shipping and this would not be considered under the warranty. We did suggest the return to Finger Hut if you did not wish to wait. I have also instructed my team to give that same advice for any back order not just on the Finger Hut Fairmont collection. This is especially true when the customer is looking for the status on the back order. It is important for the consumer to follow up with the retailer in the event that there is a delay in getting parts shipped under the warranty let alone parts shipped as a courtesy so that your purchase does not fall outside of the retailers return policy. Pacific Casual does not process refunds all refunds will go through the retailer. Pacific Casual did not exchange money with youtherefore; we would not have a way to refund your purchase made through Finger Hut. I understand the frustration in having to wait so long to clear the request for the rim. I do follow up with my factory often for the update. It was very difficult for me to get more rims in since the damages we have the back orders for are all for damage in shipping and not true warranty claims. I did have to continue to fight with them in order to get this to happen. This was the #reason I instructed my team to continually suggest the return when receiving this type of request and on all follow ups from the customers regarding status. I did get an email from my VP of Production over the weekend who was in China at the factory. He did continue my argument to get the rims produced so that I can satisfy the open back orders. I do have a total of (8) orders holding all for shipping damage from Finger Hut to the customersFortunately, he was able to make this happen and let me know that one of our team members in China would follow with me shortly to give more information. I do not have an ETA. I will stay on the factory to give me this information. Unfortunately, until they give me the shipping date to my warehouse I cannot promise any time frames. Again, if you chose not to hold for our back order then you will want to contact Finger Hut to see how it is they can help you. All returns/exchanges are dependent upon the retailers return policy. Pacific Casual would not have any influence over their policy. However; you are more than welcome to give my contact information if there is a way I can assist I will. We will contact you before the inventory arrives to ensure that you are still in need of the rim and to verify the shipping address. Please feel free to contact me with any questions you may have. Thank You,B*** ***Customer Service ManagerPacific Casual###-###-#######-###-#### faxb***@pacificcasual.com
Regards,
Albrik Mehdikhani
I am rejecting this response because: Their letter is a good example of why people should not do business with Pacific CasualThey respond that I do not know what I am talking about, that the glass did not explode ( see photos attached), it must have been a tree branch from a wind storm that broke itShe lives in California a year after the glass broke she says it had to be caused by a stormI live here, there was no storm, I walked out on my deck and saw glass everywhere and took a picture They have never expressed concern for our safetyThey have never offered us anythingThey just say it is out of warranty We spent $on the patio set and years later the table is worthless
Regards,
*** ***
Please remove the [email protected] as the primary email address for all Revdex.com correspondence. Please forward all correspondence to B[redacted]@pacificcasual.com The customer was told on the original reply:The part is on a current back order. I am hoping...
to see these arrive within the next 4 weeks. If the customer does not wish to hold for this back order please have Blue Stem/Finger Hut assist with the exchange. The original complaint was due to shipping damage from Finger Hut directly to the customer. We will always suggest returning to the retailer since this is not a true warranty claim but rather an issue in shipping from the retailer to the customer. I have attached both the photo and the claim form where the customer states that the damage was due to shipping.Pacific Casual does not refund purchases made through retailers. The customer has been told in every phone conversation regarding the back order to return to the retailer if they do not wish to hold. The customer has obviously not chosen that option. We do attempt to explain to the customers holding for back orders that we do not have exact ETA's until the parts on on the water and that if they do not wish to hold past the return date policy through the retailer so that they do not have issues with the return for the credit. Again, the customer did not do this and relayed to my team that he would continue to wait. Keeping in mind that all of the back orders (8) that we have holding are all for damage in shipping which put us on the back order. The set does not ship from Pacific Casual but rather the retailer where it was purchased Finger Hut. I did get confirmation that our factory will finally assist us with the (8) rims that we need to cover our back order but I do not have the ETA. I do push weekly for this update but cannot give a valid date until I know for certain its on the water. Had the customer followed our continued suggestion to return to Finger Hut for a refund/exchange they could have already resolved this issue. Keeping in mind that the issue is not warranty and we were willing to assist as a courtesy since the customer chose not to return the Finger HutI will reach out to the customer and explain again to him that he did have and was suggested to return to Finger Hut for the refund/exchange and chose not to. He can either contact them to see if his purchase still falls within Finger Huts return policy or he can continue to hold for our inventory.
We have already replied to the original complaint from this customer and have already gotten the reply from Revdex.com that the issue was closed. Re: ID # 11823381 - A[redacted] I did email the customer after the first complaint came in and let him know that he has had the option to...
return and not hold for the back order to ship. He has also been give the new ETA on when the table top will arrive into our warehouse. I will again let him know this resolution.There is nothing more I can do for him if he refused to return the set for a refund/exchange. I can only ship the table top when it arrives. This should be early January 2017
Complaint: 11680490
I am rejecting this response because: I am unsatisfied. Because the company stopped producing my table that is my problem? I did go to a glass store. I did drill out about 50 rivets so I could make a pattern. The 2 quotes I got were for over $400 each . That just reinforces the expense I have sustained because their glass shattered spntaneously . They still argue it was a wind storm?? Shame on them. Se link belowConsumer Alert: Spontaneously Shattering Glass Video - ABC News ? 3:05abcnews.go.com/.../spontaneously-shattering-glass-injuries-274668.....⇄ 9, 2014Why do some Tables, shower doors and other large panels of glass have the ... to suddenly shatter into a ... https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=we...⇄ />
Regards,
B[redacted]
This is the 3rd time I have replied to this customers complaint. You will find the other 2 complaints the first of which has already been cleared by the Revdex.com. Please understand that the customer has been told several times of the back order time frame. He was also told when the request came in and in all back order replies that if he did not want to wait the time it would take that he could return his set to the retailer. He expressed at that time that he wanted to hold for the back order. I will again, respond to the customer and again, tell him of the back order. I am certain at this point he is not able to return the set since he waited outside of the retailers return policy. I cannot ship what I do not have but the inventory is set to arrive early this January if not before. The order will ship within 24 business hours of the delivery into my warehouse. No matter how many times he reports this to the Revdex.com it will not change the back order time frame. Pacific Casual did not exchange money with the customer therefore would not be able to refund his purchase, which is why we suggest returning the set if this is the resolution he wants. Again, this is not what the customer wanted.
As I have explained to the customer the purchase itself the entire set would have been out of warranty at the time the claim for damage glass was placed. We no longer produce the set and no longer stock inventory for the glass. The set has been out of production for 2 years. The notes regarding the weather are invalid. I did show in my response to the original complaint as well as have provided to the customer. The customers area had experienced high winds (41 mph) and rain on the day of the claim. I am attaching the web address below, which I have shared with the cusotmer:https://www.wunderground.com/history/airport/KGRR/2015/10/29/MonthlyHis...⇄ customer has been explained several times since the start of his claim in Sept. 2015 that there is no inventory to assist with since the set went our of production in 2013 which is when the purchase was made. Since there is no warranty on glass (this is again an industry standard and is not specific to Pacific Casuals warranty for outdoor furniture). The entire set was out of warranty in 2014 since it is a Steel Set (I have already provided all of the documentation warranty, purchase receipt and photos). The customers comments that we are not willing to help is not relevant at this point since we no longer have the inventory to help. It is very possible for the customer to contact a local glass company to have the glass fit the table rim. Since there are two sides of glass that are the same size, one of which did not break (along with the center glass) he should be able to take it to the local glass company to have it cut without a problem. Had I have even 1 piece of glass to assist with I would have done so at no charge. Unfortunately as I have repeated since the start of the claim in Sept. 2015 I do not In reviewing all of our claims for the table top since the 2011 season when the set was first produced and sold through Sears we have not had any claims for damaged class. There was no claims for out of the box damage to the glass or damage to the glass after the date of purchase. Our last claim for this set was in 2014 which is within the allotted 1 year warranty time frame. Pacific Casual is not under any obligation to stock inventory after the allotted warranty time frame as it would not be cost effective for us to do so. We will remove this type of inventory to make room for more current inventory. I do express my apologies that I am not able to assist but the bottom line is cannot.
Please remove the [email protected] as the primary email address for all Revdex.com correspondence Please forward all correspondence to B [redacted] ***@pacificcasual.com The customer was told on the original reply:The part is on a current back order I am hoping to see these arrive within the next weeks If the customer does not wish to hold for this back order please have Blue Stem/Finger Hut assist with the exchangeThe original complaint was due to shipping damage from Finger Hut directly to the customer We will always suggest returning to the retailer since this is not a true warranty claim but rather an issue in shipping from the retailer to the customer I have attached both the photo and the claim form where the customer states that the damage was due to shipping.Pacific Casual does not refund purchases made through retailers The customer has been told in every phone conversation regarding the back order to return to the retailer if they do not wish to hold The customer has obviously not chosen that option We do attempt to explain to the customers holding for back orders that we do not have exact ETA's until the parts on on the water and that if they do not wish to hold past the return date policy through the retailer so that they do not have issues with the return for the credit Again, the customer did not do this and relayed to my team that he would continue to waitKeeping in mind that all of the back orders (8) that we have holding are all for damage in shipping which put us on the back orderThe set does not ship from Pacific Casual but rather the retailer where it was purchased Finger HutI did get confirmation that our factory will finally assist us with the (8) rims that we need to cover our back order but I do not have the ETA I do push weekly for this update but cannot give a valid date until I know for certain its on the water Had the customer followed our continued suggestion to return to Finger Hut for a refund/exchange they could have already resolved this issue Keeping in mind that the issue is not warranty and we were willing to assist as a courtesy since the customer chose not to return the Finger HutI will reach out to the customer and explain again to him that he did have and was suggested to return to Finger Hut for the refund/exchange and chose not to He can either contact them to see if his purchase still falls within Finger Huts return policy or he can continue to hold for our inventory
This is the 3rd time I have replied to this customers complaint. You will find the other 2 complaints the first of which has already been cleared by the BBB. Please understand that the customer has been told several times of the back order time frame. He was also told when the request came in and in all back order replies that if he did not want to wait the time it would take that he could return his set to the retailer. He expressed at that time that he wanted to hold for the back order. I will again, respond to the customer and again, tell him of the back order. I am certain at this point he is not able to return the set since he waited outside of the retailers return policy. I cannot ship what I do not have but the inventory is set to arrive early this January if not before. The order will ship within 24 business hours of the delivery into my warehouse. No matter how many times he reports this to the BBB it will not change the back order time frame. Pacific Casual did not exchange money with the customer therefore would not be able to refund his purchase, which is why we suggest returning the set if this is the resolution he wants. Again, this is not what the customer wanted.
Please note the delay in replying to this complaint is that the email was sent to our general customer service email and not to a manger within Pacific Casual I am the Customer Service Manager for Pacific Casual My name is B*** ***.The customer purchased the Dewitt outdoor patio
dining set in July of All outdoor patio furniture warranties excluded glass breakage other than outside of the box at the time of purchase This exclusion is industry standard and is not specific to Pacific Casuals warranty The customer submitted the claim Sept21, but did not reply to the protocol sent until Oct10, The rely sent to the customer did explain that there is no warranty on glass and did also explain to the customer that the set was last produced and sold through Sears.com in the seasonIt was also explained that since the set is no longer in production and did only hold a year limited warranty for the set (excluding glass) that all parts for the Dewitt 7pc outdoor dining set were no longer in stock for his claim.The customer claims that the damage happened over night In reviewing the weather link the customer did have significant high winds (up to mph) as well as rain on Sept 9, overnight and that there may have been debris or some other cause outside of Pacific Casuals control during this storm that could have contributed to the glass on his table top breaking.Please note that glass does not spontaneously "explode" There would have had to be an impact, previous stress fracture or extreme temperature change (as was the customers notes on how glass can break on its own) The area in which the customer lives would not have experienced extreme temperature change and could not have been the factor In the event there was any manufactures defects or stress fractures on the glass prior to purchase the glass would have broken within a few months if not immediately after the date of purchase and assembly The glass on this customer table broke over years after the date of purchase and would be considered due to an issue outside of Pacific Casuals control If we did have the glass in stock to assist we most certainly would have even though glass breakage is an exclusion to the year limited warranty. I have attached the photos, order confirmation and the year limited warranty for the Sears.com Dewitt 7pc Dining Set.Please contact me directly if you will need any other information regarding this customers claim You can call me at ###-###-#### and ask for the Customer Service Manager B*** ***
Complaint:
I am rejecting this response because:Returning the product to the original seller Fingerhut is out of the question, because it's more than days, and I only can return their product within first daysI talked to Fingerhut already, and they are not willing to take this item backEvery time I e-mail the Pacific Casual to find out when I'm going to get the replacement, they give me the run around They mailed a Customer Service Commitment form along with the product, which clearly states not to return the product to the store where you purchased the item, please see the attached document I'm just following what they advised all their customers to do in writing, which now it's past thirty days and they know I can no longer return it back to the original seller, that's why they are not replacing my damaged item Their customer service is now bulling me by stating my item that was damaged during the shipment or in their holding facility it's not their responsibility it's my problem Please tell how I can use a patio set that doesn't have a table??? If Pacific Casual is not willing to replace my damaged table nor is FIngerhut willing to take back this damaged item who is responsible to pay for my damages???This is a copy of last email I got from Pacific Casual
B*** *** To'My Life My Love'CCCustomer ServiceNov at 3:05 PM Hi *l: We have received and responded to your Revdex.com complaint. I do truly apologize for the time frame it has taken to get the table rim shipped to you. Please do understand that the damage was due to shipping and this would not be considered under the warranty. We did suggest the return to Finger Hut if you did not wish to wait. I have also instructed my team to give that same advice for any back order not just on the Finger Hut Fairmont collection. This is especially true when the customer is looking for the status on the back order. It is important for the consumer to follow up with the retailer in the event that there is a delay in getting parts shipped under the warranty let alone parts shipped as a courtesy so that your purchase does not fall outside of the retailers return policy. Pacific Casual does not process refunds all refunds will go through the retailer. Pacific Casual did not exchange money with youtherefore; we would not have a way to refund your purchase made through Finger Hut. I understand the frustration in having to wait so long to clear the request for the rim. I do follow up with my factory often for the update. It was very difficult for me to get more rims in since the damages we have the back orders for are all for damage in shipping and not true warranty claims. I did have to continue to fight with them in order to get this to happen. This was the #reason I instructed my team to continually suggest the return when receiving this type of request and on all follow ups from the customers regarding status. I did get an email from my VP of Production over the weekend who was in China at the factory. He did continue my argument to get the rims produced so that I can satisfy the open back orders. I do have a total of (8) orders holding all for shipping damage from Finger Hut to the customersFortunately, he was able to make this happen and let me know that one of our team members in China would follow with me shortly to give more information. I do not have an ETA. I will stay on the factory to give me this information. Unfortunately, until they give me the shipping date to my warehouse I cannot promise any time frames. Again, if you chose not to hold for our back order then you will want to contact Finger Hut to see how it is they can help you. All returns/exchanges are dependent upon the retailers return policy. Pacific Casual would not have any influence over their policy. However; you are more than welcome to give my contact information if there is a way I can assist I will. We will contact you before the inventory arrives to ensure that you are still in need of the rim and to verify the shipping address. Please feel free to contact me with any questions you may have. Thank You,B*** ***Customer Service ManagerPacific Casual###-###-#######-###-#### faxb***@pacificcasual.com
Regards,
Albrik Mehdikhani
I am rejecting this response because: Their letter is a good example of why people should not do business with Pacific CasualThey respond that I do not know what I am talking about, that the glass did not explode ( see photos attached), it must have been a tree branch from a wind storm that broke itShe lives in California a year after the glass broke she says it had to be caused by a stormI live here, there was no storm, I walked out on my deck and saw glass everywhere and took a picture They have never expressed concern for our safetyThey have never offered us anythingThey just say it is out of warranty We spent $on the patio set and years later the table is worthless
Regards,
*** ***
Please remove the [email protected] as the primary email address for all Revdex.com correspondence. Please forward all correspondence to B[redacted]@pacificcasual.com The customer was told on the original reply:The part is on a current back order. I am hoping...
to see these arrive within the next 4 weeks. If the customer does not wish to hold for this back order please have Blue Stem/Finger Hut assist with the exchange. The original complaint was due to shipping damage from Finger Hut directly to the customer. We will always suggest returning to the retailer since this is not a true warranty claim but rather an issue in shipping from the retailer to the customer. I have attached both the photo and the claim form where the customer states that the damage was due to shipping.Pacific Casual does not refund purchases made through retailers. The customer has been told in every phone conversation regarding the back order to return to the retailer if they do not wish to hold. The customer has obviously not chosen that option. We do attempt to explain to the customers holding for back orders that we do not have exact ETA's until the parts on on the water and that if they do not wish to hold past the return date policy through the retailer so that they do not have issues with the return for the credit. Again, the customer did not do this and relayed to my team that he would continue to wait. Keeping in mind that all of the back orders (8) that we have holding are all for damage in shipping which put us on the back order. The set does not ship from Pacific Casual but rather the retailer where it was purchased Finger Hut. I did get confirmation that our factory will finally assist us with the (8) rims that we need to cover our back order but I do not have the ETA. I do push weekly for this update but cannot give a valid date until I know for certain its on the water. Had the customer followed our continued suggestion to return to Finger Hut for a refund/exchange they could have already resolved this issue. Keeping in mind that the issue is not warranty and we were willing to assist as a courtesy since the customer chose not to return the Finger HutI will reach out to the customer and explain again to him that he did have and was suggested to return to Finger Hut for the refund/exchange and chose not to. He can either contact them to see if his purchase still falls within Finger Huts return policy or he can continue to hold for our inventory.
We have already replied to the original complaint from this customer and have already gotten the reply from Revdex.com that the issue was closed. Re: ID # 11823381 - A[redacted] I did email the customer after the first complaint came in and let him know that he has had the option to...
return and not hold for the back order to ship. He has also been give the new ETA on when the table top will arrive into our warehouse. I will again let him know this resolution.There is nothing more I can do for him if he refused to return the set for a refund/exchange. I can only ship the table top when it arrives. This should be early January 2017
Complaint: 11680490
I am rejecting this response because: I am unsatisfied. Because the company stopped producing my table that is my problem? I did go to a glass store. I did drill out about 50 rivets so I could make a pattern. The 2 quotes I got were for over $400 each . That just reinforces the expense I have sustained because their glass shattered spntaneously . They still argue it was a wind storm?? Shame on them. Se link belowConsumer Alert: Spontaneously Shattering Glass Video - ABC News ? 3:05abcnews.go.com/.../spontaneously-shattering-glass-injuries-274668.....⇄ 9, 2014Why do some Tables, shower doors and other large panels of glass have the ... to suddenly shatter into a ... https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=we...⇄ /> Regards,
B[redacted]
This is the 3rd time I have replied to this customers complaint. You will find the other 2 complaints the first of which has already been cleared by the Revdex.com. Please understand that the customer has been told several times of the back order time frame. He was also told when the request came in and in all back order replies that if he did not want to wait the time it would take that he could return his set to the retailer. He expressed at that time that he wanted to hold for the back order. I will again, respond to the customer and again, tell him of the back order. I am certain at this point he is not able to return the set since he waited outside of the retailers return policy. I cannot ship what I do not have but the inventory is set to arrive early this January if not before. The order will ship within 24 business hours of the delivery into my warehouse. No matter how many times he reports this to the Revdex.com it will not change the back order time frame. Pacific Casual did not exchange money with the customer therefore would not be able to refund his purchase, which is why we suggest returning the set if this is the resolution he wants. Again, this is not what the customer wanted.
As I have explained to the customer the purchase itself the entire set would have been out of warranty at the time the claim for damage glass was placed. We no longer produce the set and no longer stock inventory for the glass. The set has been out of production for 2 years. The notes regarding the weather are invalid. I did show in my response to the original complaint as well as have provided to the customer. The customers area had experienced high winds (41 mph) and rain on the day of the claim. I am attaching the web address below, which I have shared with the cusotmer:https://www.wunderground.com/history/airport/KGRR/2015/10/29/MonthlyHis...⇄ customer has been explained several times since the start of his claim in Sept. 2015 that there is no inventory to assist with since the set went our of production in 2013 which is when the purchase was made. Since there is no warranty on glass (this is again an industry standard and is not specific to Pacific Casuals warranty for outdoor furniture). The entire set was out of warranty in 2014 since it is a Steel Set (I have already provided all of the documentation warranty, purchase receipt and photos). The customers comments that we are not willing to help is not relevant at this point since we no longer have the inventory to help. It is very possible for the customer to contact a local glass company to have the glass fit the table rim. Since there are two sides of glass that are the same size, one of which did not break (along with the center glass) he should be able to take it to the local glass company to have it cut without a problem. Had I have even 1 piece of glass to assist with I would have done so at no charge. Unfortunately as I have repeated since the start of the claim in Sept. 2015 I do not In reviewing all of our claims for the table top since the 2011 season when the set was first produced and sold through Sears we have not had any claims for damaged class. There was no claims for out of the box damage to the glass or damage to the glass after the date of purchase. Our last claim for this set was in 2014 which is within the allotted 1 year warranty time frame. Pacific Casual is not under any obligation to stock inventory after the allotted warranty time frame as it would not be cost effective for us to do so. We will remove this type of inventory to make room for more current inventory. I do express my apologies that I am not able to assist but the bottom line is cannot.