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, 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 hubSuanne offered to send our warehouse personnel to [redacted] ’s home with parts and tools to repair the hubThe appointment would have been arranged around [redacted] 's schedule, including evening and weekend hours [redacted] refused Sequoia's offer to repair the hubAt this time, [redacted] only wanted Sequoia Out Back to provide him with the partSuanne 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] showroomSuanne 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 crackedThis is a occurrence when the screws are tightened too muchHe yelled at one of our sales personnel, Danielle, using profanityDanielle 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 argueAgain, 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 houseSuanne 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***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 clientsWe 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 cantileverAdditionally, we followed up with [redacted] to confirm that [redacted] received the parts he requestedWe 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.comWe 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 ReportPlease let me know if you require any additional information as we will be more than happy to accommodate your requestAlso, 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 CoInc
Complaint: [redacted] I am rejecting this response because: ---------- Forwarded message ---------- From: [redacted] Date: Sun, Aug 17, at 10:PM Subject: Complaint # [redacted] To: "[email protected]" [redacted] , As per our telephone conversation last week, I am following up with my request for a refund from Sequoia OutbackIt 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 seasonI did find one store who would special order it for $2, I reviewed my cost of the umbrella and sandI took into consideration that the umbrella stands well over ten feet tall and well over pounds without the sand and the sand adds another poundsI had to pick this up with a trailer and buy and fill the base with the pounds of sand; an enormous undertakingBut now, I will need to hire someone to empty the 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,will satisfy my loss while still costing me several hundred dollars more to replace the umbrella Thank you, [redacted] Date Sent: 7/23/10:03:PM Dear [redacted] , I am rejecting this response because MrK [redacted] is not being honest with youI'm sure you get this all the timeA consumer complains about a business and the business co***s their complaint with lies, accusations and accounts of what happenedThe original hub was damaged right out of the boxAs 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 hubAlso as you can see from the pictures, the crack (opening) is no where near the mounting screwsSo, there is no way a customer could have caused thisNot once did anyone at Sequoia look at this hubMsT [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 warrantyShe wanted me to leave my fence unlocked for her delivery menI 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 lockedI pleaded with her for a replacement and she gave me the hub in the second set of picturesThis hub had rusted out screw holes and a layer of dirt and spider webs underneath as if it was usedIt was also the wrong hubI 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 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 MrK [redacted] or if it was the Landscaper turned Landscape supply house owner twisted it into an untruth but I never used profanity to anyoneYou can contact Jamie H***, the customer service n"How would I even know this lady had a son let alone a sick sonMrK [redacted] is grabbing at my honest complaint to the point that his stories don't even make sense As for MrK [redacted] being in business for over years; this is only partly trueSequoia 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 yetThey 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 meAlso, what is even more ridiculous is MrK***'s accusation about what I said to MsT [redacted] when she called me immediately after Danielle hung up on meHe said I ended the phone conversation with 'go take care of your sick sogainst Sequoia Outback which is located at [redacted] in [redacted] PA, That is the physical address where I purchased and picked up the umbrella and the used rusted replacement hubThis is also where MrK***s office is locatedI 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 MrK [redacted] more than a [redacted] address in [redacted] county PAPlease keep my complaint registered to the [redacted] addressAfter all, this is my complaint, not MrK***s I emailed my salesman Sal on June asking for MrK***'s business email address and/or direct business phone lineIf you like, I could forward it to youOn Saturday, June 21, I spoke to Sal and he told me he forwarded my request to MrK***I still, to this day, have not heard back fem MrK***He doesn't want to resolve thisHe just wants you to drop my complaintPlease 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, 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 hubSuanne offered to send our warehouse personnel to [redacted] ’s home with parts and tools to repair the hubThe appointment would have been arranged around [redacted] 's schedule, including evening and weekend hours [redacted] refused Sequoia's offer to repair the hubAt this time, [redacted] only wanted Sequoia Out Back to provide him with the partSuanne 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] showroomSuanne 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 crackedThis is a occurrence when the screws are tightened too muchHe yelled at one of our sales personnel, Danielle, using profanityDanielle 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 argueAgain, 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 houseSuanne 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***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 clientsWe 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 cantileverAdditionally, we followed up with [redacted] to confirm that [redacted] received the parts he requestedWe 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.comWe 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 ReportPlease let me know if you require any additional information as we will be more than happy to accommodate your requestAlso, 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 CoInc
Complaint: [redacted] I am rejecting this response because: ---------- Forwarded message ---------- From: [redacted] Date: Sun, Aug 17, at 10:PM Subject: Complaint # [redacted] To: "[email protected]" [redacted] , As per our telephone conversation last week, I am following up with my request for a refund from Sequoia OutbackIt 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 seasonI did find one store who would special order it for $2, I reviewed my cost of the umbrella and sandI took into consideration that the umbrella stands well over ten feet tall and well over pounds without the sand and the sand adds another poundsI had to pick this up with a trailer and buy and fill the base with the pounds of sand; an enormous undertakingBut now, I will need to hire someone to empty the 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,will satisfy my loss while still costing me several hundred dollars more to replace the umbrella Thank you, [redacted] Date Sent: 7/23/10:03:PM Dear [redacted] , I am rejecting this response because MrK [redacted] is not being honest with youI'm sure you get this all the timeA consumer complains about a business and the business co***s their complaint with lies, accusations and accounts of what happenedThe original hub was damaged right out of the boxAs 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 hubAlso as you can see from the pictures, the crack (opening) is no where near the mounting screwsSo, there is no way a customer could have caused thisNot once did anyone at Sequoia look at this hubMsT [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 warrantyShe wanted me to leave my fence unlocked for her delivery menI 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 lockedI pleaded with her for a replacement and she gave me the hub in the second set of picturesThis hub had rusted out screw holes and a layer of dirt and spider webs underneath as if it was usedIt was also the wrong hubI 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 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 MrK [redacted] or if it was the Landscaper turned Landscape supply house owner twisted it into an untruth but I never used profanity to anyoneYou can contact Jamie H***, the customer service n"How would I even know this lady had a son let alone a sick sonMrK [redacted] is grabbing at my honest complaint to the point that his stories don't even make sense As for MrK [redacted] being in business for over years; this is only partly trueSequoia 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 yetThey 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 meAlso, what is even more ridiculous is MrK***'s accusation about what I said to MsT [redacted] when she called me immediately after Danielle hung up on meHe said I ended the phone conversation with 'go take care of your sick sogainst Sequoia Outback which is located at [redacted] in [redacted] PA, That is the physical address where I purchased and picked up the umbrella and the used rusted replacement hubThis is also where MrK***s office is locatedI 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 MrK [redacted] more than a [redacted] address in [redacted] county PAPlease keep my complaint registered to the [redacted] addressAfter all, this is my complaint, not MrK***s I emailed my salesman Sal on June asking for MrK***'s business email address and/or direct business phone lineIf you like, I could forward it to youOn Saturday, June 21, I spoke to Sal and he told me he forwarded my request to MrK***I still, to this day, have not heard back fem MrK***He doesn't want to resolve thisHe just wants you to drop my complaintPlease don't let this unprofessional business owner get away with extremely poor customer service Regards, [redacted]