Patio.com

Complaint: [redacted]
I am rejecting this response because:
Revdex.com:I did purchase the furniture three years ago, and the warranty is for 15 years. 
1-I never contacted the store where I purchased the furniture because I am well aware it has been closed since I drive past that location daily. 
I contacted the manufacturer, and they told me to contact patio.com to file a claim. When looking again at your website patio.com under help/FAQ, it does indeed state that patio.com will file a claim on the customers behalf. See below:
Are your products covered by a warranty?
Almost all merchandise sold by Patio.com comes with a limited warranty provided by the manufacturer for residential use.
Warranty information can be provided upon request. In most cases we will act as an agent for making any warranty adjustments or processing warranty claims.
Other than the manufacturer’s warranty, Patio.com makes no warranty claim of any kind, expressed or implied, concerning the merchandise that it sells.
Merchandise that is found to be defective will be repaired or replaced, at our discretion, solely based on the manufacturer’s warranty.
If the merchandise has a manufacturer’s defect, all returns and exchanges will be first subject to the manufacturer’s approval with the option to repair the item before it is replaced.
2- I then emailed the email address that is on the patio.com website under contact us:
[email protected] (customer service)
[email protected] (corporate office)
https://patio.com/index.php/contacts
I emailed with no response several times so I then again emailed the manufacturer and asked if they can assist me since I was not getting anywhere with Patio.com
The manufacturer contacted Patio.com and was told that it should be sent to [email protected], so I sent it to that email address, and cc'd customerservice.com and [email protected] on March 7 and March 10th. 
3- No one responded to my email when it was sent to [email protected] until yesterday. I sent the email on March 7 and again on March 10th. The previous emails were sent Feb 26 through March 7th to [email protected] and [email protected]. If these email address on your website is incorrect or outdated, they should be changed. 
4-I called last week and was told that the person who handles the warranties is out and to try back. I told them no and they gave me someone else. They told me they would find out who can help me and have someone call me back. No one did. 
I have no issue with an employee being sick and not being in but my advise to you would be to revise your website to have accurate information and maybe having someone cover for the person who handles warranties while she is out. A simple email or phone call stating the delay would have resolved all of this back and forth. 
All I was looking for was acknowledgement of the emails I sent to all three patio.com email address's. I have waited this long using plastic chairs from Walmart, I can wait a little longer. 
I have corresponded with Kendra yesterday and am waiting for a resolution. 
I am in the customer service/sales business and work for a fortune 250 company. I know what the most important thing is and that is to Follow up. Unfortunately, that was not done here. I take full responsability when I drop the ball. The defection rate of customers is much less when a mistake is made, acknowledged and corrected.  I can not complain about the customer service attitude because I never heard from anyone. This is glitch in your system, if the contact information would have been correct, this could have been resolved much earlier. Not taking accountability for your companies lack of action is unacceptable. It is only because of the manufacturers customer service that I finally got the correct address for my claim. 
 
Hopefully I will hear back from Patio.com shortly and this can all be resolved. 
 
 
 
Sincerely,
[redacted]

I was told you were the person who would be handling tour case.    I am the CFO of Patio.com.      [redacted] had a problem with some broken chairs which were purchased almost 3 years ago in one of our retail stores.  This is an...

issue involving a manufacturer’s warranty.  That store has been closed for two years.   Here is what we think happened:   1)      She tried contacting the store, to no avail since it was closed. 2)      She then tried contacting us through a couple of old email addresses that are no longer used.   I really don’t know how or where she got them . 3)      She finally found her way to our warranty person via email about 7 days ago.   Our warranty person responded via email that she would help.  She had been out sick for a week so she was a bit tardy in responding.   They emailed and spoke within the last 24 hours and we are helping her with the problem.   She seems satisfied.   Unfortunately a lot of things went wrong here but none were due to a poor customer service attitude.  We pride ourselves on the best levels of customer service.   You could check back with the complaintant to verify the above.   I can also forward you the email chain between our warranty person and Ms Pellicone if that would help.     Let me know.   My direct phone number is 203-353-9663, extension 200.   Feel free to call me at any time or email me if you need any additional information. Sincerely, Dennis McCormick

Mrs. [redacted] is completely incorrect in her statement of facts.  The freight was never promised by 5/19, in fact, she was specifically told the freight goes via common carrier and we could not hold to a specific date. In any event the freight was ready to be delivered to her house on...

5/21.[redacted] company has sent this email, listing the number of times they tried to call her to arrange delivery. Mrs. [redacted] never returned any calls.
She has tonight finally given permission to accept the freight tomorrow. I will contact [redacted] first thing in the morning to let them know (they were closed by the time she gave permission at 7 PM)
Patio.com did everything within their power to deliver the furniture, but if the customer does not answer the phone or returns call to give trucking companies permission to deliver there is nothing we can do.
[redacted]
The following are their 2 emails regarding the freight:
-------- Forwarded Message --------
Subject:
RE: [redacted] - sales order 531658
Date:
Thu, 18 Jun 2015 08:17:50 -0400
From:
[redacted] - [redacted] Service [redacted]
To:
[redacted]
CC:
'Purchasing' [redacted]
Good morning,
 
Our partner [redacted] advised me that they had been calling for weeks and she did not return their calls.  I called myself 6/16 and she did not answer.  I left a message stating that we had been trying to reach her and that we would need to hear back for her by the end of business 6/17 or we would have to put on hand for storage.  I left my name, phone# and tracking number.  Apparently she called back on 6/17 in the morning and did not ask for me or give a tracking#.  Instead she said she was trying to set up an appt so she was transferred to the appt dept.  When the appt department here in ** tried to help her she was unable to give a tracking number and immediately got angry and kept yelling at them.  Eventually she demanded a supervisor.  My manager spoke to her and was able to figure out where the freight was going and the pro#.  He advised her that he would contact [redacted] and that [redacted] would contact her and arrange a delivery because she was currently speaking to the ** terminal.  In the meantime I had no idea any of this happened so I called her in the afternoon to follow up before I put it on hand for storage.  She immediately started yelling at me and saying I was a liar and that she checked with the phone company and no one had called.  I tried to help her and even set up the appt for her and she would not calm down and just kept screaming.  After I spoke to her she called back and began yelling at my customer service dept.  This morning I was told that we were advised that the order was cancelled yesterday after I left for the day.  Please advise dispo.    
 
If I can be further assistance please contact me.
 
 
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Phone# [redacted]
Fax# [redacted]
Hours M-F 7:30am-3:30pm
Follow up email:
[redacted] - [redacted] Service
10:39 AM (9 hours ago)
to me, [redacted]
They show calling on 5/22,5/26,5/27,5/28,5/29,6/1,6/2,6/3,6/4,6/5,6/9,6/10,6/11,6/12 & 6/15.  If she still wants this we can have it delivered to her tomorrow.  That will avoid all restocking charges and additional freight charges.  If anyone at Patio.com can calm her down and get her to take the frt.  I tried speaking to her and she was not interesting in doing anything other than yell at me. 
 
If I can be further assistance please contact me.
 
 
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Phone# [redacted]
Fax# [redacted]
Hours M-F 7:30am-3:30pm

Review: We ordered an outdoor dining table with 6 chairs at the end of April 2013. We were told that the chairs were on back order but should expect them for the end of May and that we should expect to hear from them in mid May. We heard nothing so I called. I was told then that they were still on back order and would be expected end of June. At this pt, the table had already been changed twice due to cracks in the teak which should not have happened. We go away on vacation at end of June and arrive back in early July. Still no chairs. I phone up to complain, as the table was too small for patio we agreed to split difference on a larger table (they give me $250 credit). They tell me that the table will be delivered with the chairs on July 15th. I call on July 16th to speak to customer services. Lady says she will call me back but does not. July 24th (today), 5 out of 6 chairs arrive and no table. This is the worst company I have come across in CT.

Product_Or_Service: patio furniture

Order_Number: [redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

delivery of rest of goods and refund of the the $250 I paid for larger table .

Review: I placed an order at my local patio.com store on 5/2/14 for a north cape patio set that included, one backless bench, 2 curved sofas, 2 corner coffee tables w/glass, one middle table w/glass, and custom cushions (red with white border finish). The total amount including delivery was $3700. The sales rep named [redacted], a polite and knowledgeable gentleman informed that due to the custom cushions, the order will take 3-4 weeks to deliver which I agreed to. Sometime late May, I got the first portion of my order delivered (2 coffee tables w/glass top and one backless bench). The backless bench was broken and the deliveryman immediately called his supervisor to inform them of the damage. End result, leave as a "loaner" and wait for a replacement. Early to mid June, got a delivery straight from the manufacturer that turned out to be the wrong order and wrong color cushions. Deliveryman was rude and left a pallet of patio furniture on my driveway, did not wait for me to confirm the contents were correct. Called it in (took a few calls to get to the sales rep), sent pictures via cell phone and was told to wait for patio to pick it up. Fearing that the patio furniture might get stolen, I moved it to my back yard . When patio.com deliverymen came, they replaced the broken backless bench and removed the incorrect patio order. In the process of removing the wrong order furniture, they damaged my fence which they acknowledged and sent pics via their cell phones to their supervisor. I took pictures and sent it to the sales rep. Had to call the main office since no one called me, spoke with a [redacted] and was told to email him a quote of the damage which I did but got no response. Called multiple times regarding my correct order but never received a response. I visited the sales rep in person to inquire about the delay of my order and informed him that I needed it by July 4, was told that it should arrive the week of July 4 but no delivery confirm number. I called the main office but no response.Desired Settlement: 1. Get rest of order during the month of JULY 2014, correct order no more mistakes.2. Get a refund on shipping/delivery charges3. Get compensation for damage to my fence in the amount of $150.00 in cash or check.4. Get compensation for wasting my personal time in attempting to contact patio.com. $400 was the cost for the special order and I ask for $150 for the fence therefore $550.00+delivery refund should suffice. 5. Cash or check only, no gift certificates or prepaid credit cards.

Review: Bought a outdoor teak table from this "business" at 5:30pm on a Sunday night and scheduled delivery was TBD. Next morning had a change of heart and called first thing and was told sale was final. Tried talking to the owner to reason and see the logic of the situation but all they would do is issue a credit versus a full refund. Overall, it was less than 24 hours from the time we made the purchase to canceling, the merchandise was not in our possession and had yet to even be scheduled for delivery. This is unreasonable and bad business practice especially when dealing with expensive merchandise.

Product_Or_Service: Teak Outdoor Table

Desired Settlement: DesiredSettlementID: Refund

Full refund of our purchase.

Business

Response:

Business Response /* (1000, 9, 2013/07/18) */

As a small, family owned "bricks and mortar" retailer ( despite our name, the vast majority of our sales are through our stores) we compete with both other similar retailers and, more importantly, the Internet. We have found that our salespeople will often spend hours with a customer, educating them about various aspects of purchasing outdoor furniture. Some customers then "shop" this knowledge online or,in some cases, with other retailers and try and back out of signed sales agreements. This is not fair to us or our hardworking sales people and it is usually what really is behind a "change of heart" scenario like this one.

We are very clear with customers that our return policy is for store credit only. This is the only way we can protect ourselves. It is also a very commonly found policy in our industry. We always abide by consumer laws and treat our customers with the highest level of respect, courtesy and openness. There is no pressure to sign - a person is free to go home and think about it before signing onto a sale. Once a sale is written up and finalized, then we believe it is fair to ask the consumer to then abide by a store credit return policy.

Finally, in this case the salesperson was explicitly clear in explaining the policy to the customers. They (husband and wife) actually discussed the policy prior to signing the final agreement and decided to go ahead.

Review: Patio furniture was to be delivered from Patio.com May 18-19, 2015.

Delivery company did not call until June 15, 2015 and threatened to charge storage fees if I did not call back in 24 hours. Told them the order was a month late and I was canceling the order with Patio.com. Called the Patio.com store can cancelled the order. The salesman [redacted] said I had "signed my life away. The company would litigate."

Then, I called the company owner, Mitch R[redacted], who said I would incur storage fees, return shipping fees, restocking fees and re-freight fees higher than the cost of the furniture. He also said I would owe for the furniture too. He claimed the delivery company had called, which they hadn't, but would not provide substantiation.

Mitch R[redacted] was unprofessional, aggressive and agitated.

I would like to resolve the issue.Desired Settlement: I would like the resolve the issue without threats and screams on the part of the owner.

Business

Response:

Mrs. [redacted] is completely incorrect in her statement of facts. The freight was never promised by 5/19, in fact, she was specifically told the freight goes via common carrier and we could not hold to a specific date. In any event the freight was ready to be delivered to her house on 5/21.[redacted] company has sent this email, listing the number of times they tried to call her to arrange delivery. Mrs. [redacted] never returned any calls.

Review: In March 2013 I purchased a teak glider from patio.com and 2 weeks later I noticed several deep and long cracks along the main back posts as well as in the bottom support posts. It was determined this was a poor quality product issue and the glider needed replacement. I brought the glider to the Stamford store I was informed someone would look at the glider but certainly this was not a common piece of furniture and maybe it would have to be fixed using parts of different benches because there were none in inventory and would be hard to find another. After 1 week of no one calling me to inform me of my options I called Patio.com owners, complained, wanted my money back as I did not trust the store, nor did I want a refurbished glider for the price I paid. I also was not happy the store had the glider longer than I had it in my possession. I was then told miraculously a new shipment had come in and a new glider was available. Getting my money back was not an option. Now I have a 2nd glider. This glider is starting to crack and more significantly there are deep splits in the bottom support posts which a credit card can fit into and go along the front to the side where the support pegs go in to the base. Every time the glider swings the gap gets bigger. There are also deep cracks along the back posts of the seat area. I took pictures and sent to Patio.com and was told this was not a warranty issue but normal checking of the teak. The bottom cracks are now getting wider and deeper and people will not sit on the glider. I sent updated photos and email to Patio.com and after one week of asking for a response I have heard nothing. This teak glider is not on the store website. I question if it really should exist. The quality and durability certainly do not demonstrate the teak bench should be made into a glider bench. I want my money back or an acceptable response.It is obvious Patio.com has a no return policy. I wish there was a lemon law for other products besides cars

Product_Or_Service: Teak Glider

Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

Refund of my money. Check as I paid cash. I do not trust the store to drag out the refund. I have already had the product replaced unsatisfactorily. I do not think this is unreasonable as I purchased the first glider March 23 and received the replacement last week in May. There is no reason to expect a third replacement glider would yield different results. Also take the product off their sales list. It is obviously a defect product.

Business

Response:

Consumer Response /* (3000, 9, 2013/07/09) */

I have not heard from Patio.com. The crack is getting bigger. I still want a refund or my money or a credit towards other non-teak items as Patio.com does not provide quality teak items.

Business Response /* (4000, 11, 2013/07/10) */

we would be happy to give you a store credit or even exchange

patio.com