Santa Fe Hides & Trapping

[redacted] and [redacted] are completely correct in their timeline. We failed to communicate to them that the loft bed was being held at the manufacturer due to the bottom bed being unavailable. When we did explain the situation to the [redacted]'s, they did agree to receive the delivery of the loft without...

the bottom bed. On September [redacted] we delivered the loft bed without the bottom bed (platform), and the shelf for the upper bed was missing. Unable to locate the shelf at our delivery service (it is a small part and easily misplaced), we ordered a replacement from the manufacturer. When we received the replacement shelf, we offered to deliver it along with a temporary bottom bed. On October [redacted], and before we received the complaint from the Revdex.com, [redacted]'s mother called the store and asked us to deliver that temporary bed, which we did (along with the missing shelf) on October [redacted]. The temporary bed was a very close match to the actual bed ordered, so that the room looked complete even though the actual bottom bed was not delivered. The actual bed that was ordered for the bottom will be arriving to us in 2-3 weeks. We will be in touch with the [redacted]s for the exchange once it has arrived and has been inspected. As a courtesy to the [redacted]'s, and before the original delivery of September [redacted], we had waived the $199 delivery/installation fee for the inconvenience and delay in not having the delivery completed in a timely manner.We agree that the [redacted] family was inconvenienced and that we communicated with them poorly. We also feel that we responded properly in offering the temporary bed and refunding the delivery/set up fee.We hope that our response, our discount, and knowing that the original bottom bed will be delivered in 2-3 weeks will satisfy their complaint.[redacted] [redacted]