Robin S. Baum

Forno Classico designs and builds all brick wood fired pizza ovens for both residential and commercial use We ship ovens from coast to coast in the United States and internationally as well [redacted] C [redacted] is the owner and I am his wifeWe are both actively involved in the day to day operations of the companyThe customer's complaint is the first such complaint The customer purchased a wood fired pizza oven from us in August of last year and ordered the oven with an optional ceramic mosaic tile finishThis is a cosmetic feature that has no bearing on the function of the oven itself The oven itself is and has been fully functional and available for use from the time of delivery forwardPrior to shipping the oven we recommended that the customer cover the oven to protect it when not in use and we gave her a link to "The Cover Store" along with the size and model numbers for covers appropriate for her ovenWe and other pizza oven manufacturers routinely advise customers to use these covers to protect the oven exteriors from the elementsThe customer has an obligation to properly care for and maintain the oven.This means that the customer should protect the oven from any and all adverse conditions to avoid damage to the oven including the means of installation as well as protection of the oven from the elements The customer indicated in our conversation that she did not use the covers and she spoke of them with disdain The customer also advised me that she had employed "equipment, machinery and personnel " to lift the oven up, over and down onto a platform in her back yard Individuals unaccustomed to such a procedure which involves strapping the oven with various straps and chains and maneuvering it into place via a crane, engine lift or other conveyance could inadvertently damage the surface tiles of the ovenIf damage occurred in the installation this along with leaving the oven unprotected in the harsh winter weather could have caused damage to the oven surfaceAs we entered the winter months the customer complained that bits of tile were chipping offWe advised her that this had never happened before and we offered to replace the broken tiles.She said she would prefer to wait until Spring.The area where the customer resides was hit with the most extreme forms of weather including ice and snow and blizzard conditions that crippled much of the East Coast The customer has made no assertions that she employed any means whatsoever to protect the oven from these harsh conditionsIn March, the customer emailed us regarding the planned repair She became very angry when she was unable to reach the owner who was attending the yearly Pizza Expo in Las Vegas, an industry wide yearly event that is considered important for individuals engaged in all areas related to pizza, pizza ovens and related products In her email to the Revdex.com the customer suggests she spoke with us twice We initiated both calls The first time I called her because G [redacted] was unavailable and I wanted to assure her that the repairs would be done as soon as possibleShe became angry and abusive in her manner When I told her that our company was committed to repairing the tile she yelled again and again "you can't fix it! This is not fixable!" The more I assured her that the repairs were indeed possible the angrier she became I explained to her that it is important for us to locate someone in her area who is reputable and capable of doing a good job I told her I was trying to locate someone to do the repair Since I had not yet found anyone to do the job, I suggested that since she had used a tile guy in her home whose work she was happy with, perhaps our company could hire this person to do the tile work since we could be sure of getting a good result She began yelling again saying she would not allow us to contact her tile person and that no one was going to fix the oven and that it was not even possible to do soThe second call was initiated by G [redacted] who wanted to reassure her that we would arrange for the repair of the tile G [redacted] introduced her to an individual he tasked with finding a qualified individual or company to repair of the oven The customer was in agreement with this proposalThe individual who is locating a company to accomplish the repairs has been in touch with the customer and advised us that the customer is now on vacation We have asked him to continue in his efforts to find a qualified source to do the repair We are committed to replace the oven tiles regardless of the possibility of damage during installation or lack of protection during adverse weather conditionsWe expect to come to a satisfactory resolution to this issue All the best, P [redacted] Sales Coordinator

Forno Classico designs and builds all brick wood fired pizza ovens for both residential and commercial use.  We ship ovens from coast to coast in the United States and internationally as well. [redacted] is the owner and I am his wife. We are both actively involved in...

the day to day operations of the company. The customer's complaint is the first such complaint.  The customer purchased a wood fired pizza oven from us in August of last year and ordered the oven with  an optional ceramic mosaic tile finish. This is a cosmetic feature that has no bearing on the function of the oven itself.  The oven itself is and has been fully functional and available for use from the time of delivery forward. Prior to shipping the oven we recommended that the customer cover the oven to protect it when not in use and we gave her a link to "The Cover Store" along with the size and model numbers for covers  appropriate for her oven. We and other pizza oven manufacturers routinely advise customers to use these covers to protect the oven exteriors from the elements. The customer has an obligation to properly care for and maintain the oven.This means that the customer should protect the oven from any and all adverse conditions to avoid damage to the oven including the means of installation as well as protection of the oven from the elements..  The customer indicated in our conversation that she did not use the covers and she spoke of them with disdain.  The customer also advised me that she had employed "equipment, machinery and personnel " to lift the oven up, over and down onto a platform in her back yard.  Individuals unaccustomed to such a procedure which involves strapping the oven with various straps and chains and maneuvering it into place via a crane, engine lift or other conveyance could  inadvertently damage the surface tiles of the oven. If damage occurred in the installation this along with leaving the oven unprotected in the harsh winter weather could have caused damage to the oven surface. As we entered the winter months the customer complained that bits of tile were chipping off. We advised her that this had never happened before and we offered to replace the broken tiles.She said she would prefer to wait until Spring.The area where the customer resides was hit with the most extreme forms of weather including ice and snow and blizzard conditions that crippled much of the East Coast.  The customer has made no assertions that she employed any means whatsoever to protect the oven from these harsh conditions. In March, the customer emailed us regarding the planned repair.  She became very angry when she was unable to reach the owner who was attending the yearly Pizza Expo in Las Vegas, an industry wide yearly event that is considered important for individuals engaged in all areas related to pizza, pizza ovens and related products.  In her email to the Revdex.com the customer suggests she spoke with us twice.  We initiated both calls.  The first time I called her because G[redacted] was unavailable and I wanted  to assure her that the repairs would be done as soon as possible. She became angry and abusive in her manner.  When I told her that our company was committed to repairing the tile she yelled again and again "you can't fix it!  This is not fixable!"  The more I assured her that the repairs were indeed possible the angrier she became.  I explained to her that it is important for us to locate someone in her area who is reputable and capable of doing a good job.   I told her I was trying to locate someone  to do the repair.  Since I had not yet found anyone to do the job, I suggested that since she had used a tile guy in her home whose work she was happy with,  perhaps our company could hire this person to do the tile work since we could be sure of getting a good result She began yelling again saying she would not allow us to contact her tile person and that no one was going to fix the oven and that it was not even possible to do so. The second call was initiated by G[redacted] who wanted to reassure her that we would arrange for the repair of the tile.  G[redacted] introduced her to an individual he tasked with finding a qualified individual or company to repair of the oven.  The customer was in agreement with this proposal. The individual who is locating a company to accomplish the repairs has been in touch with the customer and advised us that the customer is now on vacation.  We have asked him to continue in his efforts to find a qualified source to do the repair.  We are committed to replace the oven tiles regardless of the possibility of damage during installation or  lack of protection during adverse weather conditions. We expect to come to a satisfactory resolution to this issue.  All the best, P[redacted]Sales Coordinator