Sequoia Supply Co. Inc.

August 28, Dear *** ***,We are in receipt of your letter dated August 19, regarding subject complaint After conferring with Treasure Garden, Sequoia Supply will issue *** *** a full refund of the purchase price of the cantilever as reflected on Inv *** which amounts to $1,plus $Pennsylvania sales tax for a total refund of $1,*** *** Is welcome to keep the cantilever.Please ask *** *** to contact Margaret at *** with his credit card Information (*** ending in #***) to process the refundMargaret can be reached Monday through Friday's from 9:am to 3:pm.Thank you for your timeBest regards,
John K
President & CEOSequoia Supply Company, Inc

Complaint: [redacted]
I am rejecting this response because:
---------- Forwarded message ----------
From: [redacted]
Date: Sun, Aug 17, 2014 at 10:10 PM
Subject: Complaint #[redacted]
To: "[email protected]" <[email protected]>
[redacted],
As per our telephone conversation last week, I am following up with my request for a refund from Sequoia Outback. It has taken me this long trying to find a replacement.
Unfortunately, I can't find anyone who stocks this cantilever umbrella this late in the season. I did find one store who would special order it for $2,670
I reviewed my cost of the umbrella and sand. I took into consideration that the umbrella stands well over ten feet tall and well over 100 pounds without the sand and the sand adds another 400 pounds. I had to pick this up with a trailer and buy and fill the base with the 400 pounds of sand; an enormous undertaking. But now, I will need to hire someone to empty the 400 pounds of sand and return the oversize cantilever umbrella. 
At this point I request a refund of the purchase price and sand and labor to install as well as labor to remove the sand and return the umbrella to Sequoia. $2,400 will satisfy my loss while still costing me several hundred dollars more to replace the umbrella.
Thank you,
[redacted]
Date Sent: 7/23/2014 10:03:07 PM
Dear [redacted],
I am rejecting this response because Mr. K[redacted] is not being honest with you. I'm sure you get this all the time. A consumer complains about a business and the business co[redacted]s their complaint with lies, accusations and false accounts of what happened. The original hub was damaged right out of the box. As you can see from the pictures I attached, the crack is an opening which looks like a grinding wheel or some other type of cutting device scored  through it before it went through the painting process on the assembly line and is located on the foot pedal of the hub. Also as you can see from the pictures, the crack (opening) is no where near the mounting screws. So, there is no way a customer could have caused this. Not once did anyone at Sequoia look at this hub. Ms. T[redacted] offered to have her delivery men look at it at my house but would have to report their findings back to her before she could discuss honoring the warranty. She wanted me to leave my fence unlocked for her delivery men. I explained that my fence is a BOCA code approved fence which surrounds my in-ground pool and that state and local laws dictate that I keep the pool gates locked. I pleaded with her for a replacement and she gave me the hub in the second set of pictures. This hub had rusted out screw holes and a layer of dirt and spider webs underneath as if it was used. It was also the wrong hub. I confirmed with [redacted] that it was the old style hub that was reengineered and shouldn't be used on the new cantilever umbrellas.
As for the false accusations, I don't know if it was how the multiple tattoo wearing, self proclaimed family member sales women, Danielle,  who hung up on me explained it to Mr. K[redacted] or if it was the Landscaper turned Landscape supply house owner twisted it into an untruth but I never used profanity to anyone. You can contact Jamie H[redacted], the customer service n". How would I even know this lady had a son let alone a sick son. Mr. K[redacted] is grabbing at my honest complaint to the point that his stories don't even make sense. 
As for Mr. K[redacted] being in business for over 20 years; this is only partly true. Sequoia Supply, a comercial landscape material supply company has been in business for some time in [redacted] PA but Sequioa Outback, the outdoor furniture store ran by his wife Colleen, is new and the showroom in [redacted] has not even opened yet. They are selling this outdoor furniture out of a big white tent on the property.
My complaint is amanager at [redacted] and confirm that I was very professional with her only moments after Danielle hung up on me. Also, what is even more ridiculous is Mr. K[redacted]'s false accusation about what I said to Ms. T[redacted] when she called me immediately after Danielle hung up on me. He said I ended the phone conversation with 'go take care of your sick sogainst Sequoia Outback which is located at [redacted] in [redacted] PA, 19440. That is the physical address where I purchased and picked up the umbrella and the used rusted replacement hub. This is also where Mr. K[redacted]s office is located. I did not purchase the umbrella from a PO box in [redacted]. My guess is that if this becomes a legal matter, a [redacted] address in [redacted] county PA would benefit Mr. K[redacted] more than a [redacted] address in [redacted] county PA. Please keep my complaint registered to the [redacted] address. After all, this is my complaint, not Mr. K[redacted]s. 
I emailed my salesman Sal on June 19 asking for Mr. K[redacted]'s business email address and/or direct business phone line. If you like, I could forward it to you. On Saturday, June 21, I spoke to Sal and he told me he forwarded my request to Mr. K[redacted]. I still, to this day, have not heard back fem Mr. K[redacted]. He doesn't want to resolve this. He just wants you to drop my complaint. Please don't let this unprofessional business owner get away with extremely poor customer service. 
Regards,
[redacted]

July 17, 2015Dear [redacted],[redacted] purchased a [redacted] 13' Cantilever Umbrella on June 11, 2014, please see enclosed invoice, [redacted] picked the umbrella up at our warehouse on Thursday, June 12, 2014. The cantilever was in a new box with plastic strapping...

surrounding the entire box. [redacted] called Suanne, our showroom manager, on Sunday, June 15" stating that the umbrella had a cracked rotating hub. Suanne offered to send our warehouse personnel to [redacted]’s home with parts and tools to repair the hub. The appointment would have been arranged around [redacted]'s schedule, including evening and weekend hours. [redacted] refused Sequoia's offer to repair the hub. At this time, [redacted] only wanted Sequoia Out Back to provide him with the part. Suanne then offered to send a new hub to our [redacted] location which is located close to his home. [redacted] requested to pick the item up at our [redacted] showroom. Suanne drove to our warehouse, picked up the hub and brought it to our [redacted] store on Monday morning, June 16th. [redacted] picked up the part later that afternoon from Suanne in [redacted]. He questioned whether the umbrella was new and agreed that there was strapping around the box so there was no question that the umbrella was new. [redacted] examined the replacement hub while in our store and left with the hub as it met with his satisfaction.On Tuesday morning, June 17th, [redacted] called complaining that now the umbrella base was cracked. This is a normal occurrence when the screws are tightened too much. He yelled at one of our sales personnel, Danielle, using profanity. Danielle called Suanne at her home as Suanne had the day off to care for her son, Suanne called [redacted] from her home trying to resolve the issue but all [redacted] wanted to do was argue. Again, Suarine offered to have Sequoia's personnel come to his home at his convenience to which [redacted] stated that he had many expensive items around his home and did not want our men at his house. Suanne then offered [redacted] a full refund of the cantilever, to which his response was “that doesn't solve my problem." He ended the phone call stating that he would contact his lawyer in the morning and sarcastically said “Go take care of your sick son," Suanne then contacted [redacted] to ascertain the best way to accommodate [redacted]'s issues.On Wednesday morning, July 18th, Suanne followed up with a phone call to the manufacturer, [redacted], only to find out that [redacted] had already spoken to Diana and Arelene at [redacted] and was currently on the phone with [redacted]'s manager Jamie H[redacted]. Enclosed is a copy of the e-mail which transpired between Suanne and Arlene at [redacted] on the morning of July 18th. [redacted] shipped [redacted] the parts he requested and, to the best of our knowledge, the issue with the cantilever has been resolved.Sequoia Out Back welcomes and encourages you to contact [redacted] or any of our vendors to reaffirm that Sequoia is committed to providing top rate customer service to its clients. We offered to come out to [redacted]’s home at his convenience to correct the issues he was experiencing with the cantilever at no additional charge, we provided him with a replacement hub, and offered him a full refund all within a few days of purchasing the cantilever. Additionally, we followed up with [redacted] to confirm that [redacted] received the parts he requested. We do not understand what else we could have done to please [redacted].
Sequoia has been in business for nearly twenty years and has never had a complaint from a customer thru the Revdex.com. We trust that the Revdex.com will rule favorably towards Sequoia Out Back with regards to this complaint and allow our company to reflect a positive Revdex.com Reliability Report. Please let me know if you require any additional information as we will be more than happy to accommodate your request.
Also, kindly change our mailing address to [redacted]Thank you for your time and effort in resolving this matter between Sequoia Out Back and [redacted].Regards John KPresident & CEO Sequoia Supply Co. Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]0Dear [redacted],
I am rejecting this response because Mr. K[redacted] is not being honest with you. I'm sure you get this all the time. A consumer complains about a business and the business co[redacted]s their complaint with lies, accusations and false accounts of what happened. The original hub was damaged right out of the box. As you can see from the pictures I attached, the crack is an opening which looks like a grinding wheel or some other type of cutting device scored  through it before it went through the painting process on the assembly line and is located on the foot pedal of the hub. Also as you can see from the pictures, the crack (opening) is no where near the mounting screws. So, there is no way a customer could have caused this. Not once did anyone at Sequoia look at this hub. Ms. T[redacted] offered to have her delivery men look at it at my house but would have to report their findings back to her before she could discuss honoring the warranty. She wanted me to leave my fence unlocked for her delivery men. I explained that my fence is a BOCA code approved fence which surrounds my in-ground pool and that state and local laws dictate that I keep the pool gates locked. I pleaded with her for a replacement and she gave me the hub in the second set of pictures. This hub had rusted out screw holes and a layer of dirt and spider webs underneath as if it was used. It was also the wrong hub. I confirmed with [redacted] that it was the old style hub that was reengineered and shouldn't be used on the new cantilever umbrellas.
As for the false accusations, I don't know if it was how the multiple tattoo wearing, self proclaimed family member sales women, Danielle,  who hung up on me explained it to Mr. K[redacted] or if it was the Landscaper turned Landscape supply house owner twisted it into an untruth but I never used profanity to anyone. You can contact Jamie H[redacted], the customer service n". How would I even know this lady had a son let alone a sick son. Mr. K[redacted] is grabbing at my honest complaint to the point that his stories don't even make sense. 
As for Mr. K[redacted] being in business for over 20 years; this is only partly true. Sequoia Supply, a comercial landscape material supply company has been in business for some time in [redacted] PA but Sequioa Outback, the outdoor furniture store ran by his wife Colleen, is new and the showroom in [redacted] has not even opened yet. They are selling this outdoor furniture out of a big white tent on the property.
My complaint is amanager at [redacted] and confirm that I was very professional with her only moments after Danielle hung up on me. Also, what is even more ridiculous is Mr. K[redacted]'s false accusation about what I said to Ms. T[redacted] when she called me immediately after Danielle hung up on me. He said I ended the phone conversation with 'go take care of your sick sogainst Sequoia Outback which is located at [redacted] in [redacted] PA, [redacted]. That is the physical address where I purchased and picked up the umbrella and the used rusted replacement hub. This is also where Mr. K[redacted]s office is located. I did not purchase the umbrella from a PO box in [redacted]. My guess is that if this becomes a legal matter, a [redacted] address in [redacted] county PA would benefit Mr. K[redacted] more than a [redacted] address in [redacted] county PA. Please keep my complaint registered to the [redacted] address. After all, this is my complaint, not Mr. K[redacted]s. 
I emailed my salesman Sal on June 19 asking for Mr. K[redacted]'s business email address and/or direct business phone line. If you like, I could forward it to you. On Saturday, June 21, I spoke to Sal and he told me he forwarded my request to Mr. K[redacted]. I still, to this day, have not heard back fem Mr. K[redacted]. He doesn't want to resolve this. He just wants you to drop my complaint. Please don't let this unprofessional business owner get away with extremely poor customer service. Regards,[redacted]

Review: I purchased a [redacted] cantilever umbrella from Sequoia Out Back for $1,616.08 on 6/11/2014. During install I found a factory defect in the mounting hub. The rotating locking pin side that locks into the gear had a crack in it. I asked Suanne, the furniture Manager, for a replacement. After much pleading, she reluctantly gave me a used replacement hub. When I brought it home, I discovered the screw holes were rusted out and it was the old model. It also had a lot of dirt and grime on the under side indicating it was used. When I called for another replacement, Danielle accused me of breaking it and hung up on me. I called back and asked for the owner, John K[redacted], Danielle told me she was family and hung up on me again. Several minutes later, Suanne called me and yelled at me for being disturbed on her day off. She told me she was not going to replace the part that is clearly under warranty. I again asked for the owner and Suanne told me he would agree with her and hung up on me.Desired Settlement: The owner needs to replace the umbrella and compensate me for the sand and labor.

Business

Response:

July 17, 2015Dear [redacted],[redacted] purchased a [redacted] 13' Cantilever Umbrella on June 11, 2014, please see enclosed invoice, [redacted] picked the umbrella up at our warehouse on Thursday, June 12, 2014. The cantilever was in a new box with plastic strapping surrounding the entire box. [redacted] called Suanne, our showroom manager, on Sunday, June 15" stating that the umbrella had a cracked rotating hub. Suanne offered to send our warehouse personnel to [redacted]’s home with parts and tools to repair the hub. The appointment would have been arranged around [redacted]'s schedule, including evening and weekend hours. [redacted] refused Sequoia's offer to repair the hub. At this time, [redacted] only wanted Sequoia Out Back to provide him with the part. Suanne then offered to send a new hub to our [redacted] location which is located close to his home. [redacted] requested to pick the item up at our [redacted] showroom. Suanne drove to our warehouse, picked up the hub and brought it to our [redacted] store on Monday morning, June 16th. [redacted] picked up the part later that afternoon from Suanne in [redacted]. He questioned whether the umbrella was new and agreed that there was strapping around the box so there was no question that the umbrella was new. [redacted] examined the replacement hub while in our store and left with the hub as it met with his satisfaction.On Tuesday morning, June 17th, [redacted] called complaining that now the umbrella base was cracked. This is a normal occurrence when the screws are tightened too much. He yelled at one of our sales personnel, Danielle, using profanity. Danielle called Suanne at her home as Suanne had the day off to care for her son, Suanne called [redacted] from her home trying to resolve the issue but all [redacted] wanted to do was argue. Again, Suarine offered to have Sequoia's personnel come to his home at his convenience to which [redacted] stated that he had many expensive items around his home and did not want our men at his house. Suanne then offered [redacted] a full refund of the cantilever, to which his response was “that doesn't solve my problem." He ended the phone call stating that he would contact his lawyer in the morning and sarcastically said “Go take care of your sick son," Suanne then contacted [redacted] to ascertain the best way to accommodate [redacted]'s issues.On Wednesday morning, July 18th, Suanne followed up with a phone call to the manufacturer, [redacted], only to find out that [redacted] had already spoken to Diana and Arelene at [redacted] and was currently on the phone with [redacted]'s manager Jamie H[redacted]. Enclosed is a copy of the e-mail which transpired between Suanne and Arlene at [redacted] on the morning of July 18th. [redacted] shipped [redacted] the parts he requested and, to the best of our knowledge, the issue with the cantilever has been resolved.Sequoia Out Back welcomes and encourages you to contact [redacted] or any of our vendors to reaffirm that Sequoia is committed to providing top rate customer service to its clients. We offered to come out to [redacted]’s home at his convenience to correct the issues he was experiencing with the cantilever at no additional charge, we provided him with a replacement hub, and offered him a full refund all within a few days of purchasing the cantilever. Additionally, we followed up with [redacted] to confirm that [redacted] received the parts he requested. We do not understand what else we could have done to please [redacted].Sequoia has been in business for nearly twenty years and has never had a complaint from a customer thru the Revdex.com. We trust that the Revdex.com will rule favorably towards Sequoia Out Back with regards to this complaint and allow our company to reflect a positive Revdex.com Reliability Report. Please let me know if you require any additional information as we will be more than happy to accommodate your request.Also, kindly change our mailing address to [redacted]Thank you for your time and effort in resolving this matter between Sequoia Out Back and [redacted].Regards John KPresident & CEO Sequoia Supply Co. Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]0

Dear [redacted],