Summer Casual

The customer has been reimbursed the purchase price of the table from Summer Casual and no further action will be taken

The same offer stands As stated in our warranty ,which can also be found on the Summer Casual website, "If within the warranty period identical materials are unavailable for repair or replacement, we reserve the right to substitute materials of equal or better quality"

Complaint: [redacted] I am rejecting this response because: The attached picture shows the owners manual that came with the table and the information on warrantyNo where on this does it say that freight damage is not covered.There is also no way to prove or not prove when the damage occured, in packaging,shipment,storage at retailer etc When I spoke on the phone with [redacted] he said to me that they were not covering the table due to what I paid for the tableAs a wholesaler, they were paid in full by [redacted] and what I paid the retailer bears no weight on the returnHe was willing to honor the warranty and replace the tile until he saw my receipt and what a great deal I got from the retailerI have an email showing that the reason he gave was my purchase price, not in fact the freight damage he is now hiding behindI am not asking for replacement cost, simply replacement of broken tiles which they already told me they have in stockI see this as an integrity issue and a breach of contract with not only the customer but also with [redacted] , who paid the Vendor in good faith that they would stand behind the warranty Regards, Melinda Frost

Please see the attached file from the email conversation I have had with the customerI was instructed to have the customer return the table or reimburse the customer for the cost they paid for the table to ***To not inconvenience the customer, Summer Casual decided to reimburse the customer instead of requiring a returnOur policy states freight damage is not covered under our warranty and the policy can be viewed directly on our website at www.summercasual.com under warrantyThe customer is more than welcome to return the table because she is still within her return period of ***

Good afternoonOur warranty information is provided on our websiteThe instruction manual clearly states for questions to email our customer service or call the customer service departmentThe customer was asked to provide general information on the set and it was determined that the damage is not covered under warrantyA full refund of the purchase price of the table was offered to the customer for convenienceThe customer will either need to return the table to *** or Summer Casual will reimburse the customer for the cost they paid for the table

Complaint: ***
I am rejecting this response because: An outdoor dining set is purchased as exactly that a set. This particular set is made from a unique material called Weatherwood, that does not match any other table in the Summer Casual Line. Therefore, a replacement table is not an acceptable remedy since I will not have a set, I'll have a table and chairs that don't match. The $offer is also not acceptable for the same reason, I cannot replace the set for that amount of money. I had countered with $off the purchase price because I may be able to repurpose the chairs as (unneeded) extra seating on my patio, but I'd still have to buy a new dining set
If they would like to change their offer to a new dining set of equivalent retail value, I would also accept that as a solution. I would also accept a new table if they can find one that matches the existing chairs (they currently offered a black metal replacement which is totally different).
As it stands now, they are not honoring the warranty for their dining room SET (not table and separate chairs). I am prepared to file a complaint with the TX Attorney general's office if they continue to neglect thiswarranty issue
Regards,
*** ***

The customer called in with a damaged tableIn most cases we provide a direct replacement but unfortunately we were out of stock of this particular setFollowing policy, the customer was offered another table of equal value or a partial refund to cover the cost of the damaged itemThe first
amount was rejected by the customer as well as the second amount which would have come to around a 45% refund on a piece set with only one piece damagedThe customer's request for more money was denied.
Since we are not the retailer, a full refund is not possibleThe two options (a replacement or partial refund) are still open to the customer

Complaint: ***
I am rejecting this response because: As I have repeated several times now the associate I spoke with, ***, clearly stated that they would not replace the tiles because of how much I paid for the tableThis is a breach of contract on their partAs the wholesale vendor the customer payment to the retailer is of no concernThere is no proof of shipment damageIt could have left the vendor itself damagedThey are simply speculatingI am not asking for a refund, as the table is no longer available being last years product and I now have chairs that no longer have a matching tableThe Vendor has already stated they DO have the tiles but are simply refusing to take care of the product they sold to searsPerhaps because I live in ***, but they did not even ask me to pay for shipping, there was no discussion of that, they simply said NO, because that was the easy thing for them to do. I have copied the store and they have offered to forward all the information and complaint on to the buyers for *** *** as feedback on this Vendor if the tiles are not replacedWhat ever happened to customer service and standing behind what you sell? This Vendor is simply being difficult because he was upset that I received the table for a discounted price, although he was paid in full from *** ***.
Regards,
*** ***

The customer has been reimbursed the purchase price of the table from Summer Casual and no further action will be taken.

Complaint: [redacted]
I am rejecting this response because: The attached picture shows the owners manual that came with the table and the information on warranty. No where on this does it say that freight damage is not covered.There is also no way to prove or not prove when the damage occured, in packaging,shipment,storage at retailer etc...  When I spoke on the phone with [redacted] he said to me that they were not covering the table due to what I paid for the table. As a wholesaler, they were paid in full by [redacted] and what I paid the retailer bears no weight on the return. He was willing to honor the warranty and replace the tile until he saw my receipt and what a great deal I got from the retailer. I have an email showing that the reason he gave was my purchase price, not in fact the freight damage he is now hiding behind. I am not asking for replacement cost, simply replacement of 3 broken tiles which they already told me they have in stock. I see this as an integrity issue and a breach of contract with not only the customer but also with [redacted], who paid the Vendor in good faith that they would stand behind the warranty. 
Regards,
Melinda Frost

Please see the attached file from the email conversation I have had with the customer. I was instructed to have the customer return the table or reimburse the customer for the cost they paid for the table to [redacted]. To not inconvenience the customer, Summer Casual decided to reimburse the customer...

instead of requiring a return. Our policy states freight damage is not covered under our warranty and the policy can be viewed directly on our website at www.summercasual.com under warranty. The customer is more than welcome to return the table because she is still within her return period of [redacted].

The same offer stands.
As stated in our warranty ,which can also be found on the Summer Casual website, "If within the warranty period identical materials are unavailable for repair or replacement, we reserve the right to substitute materials of equal or better quality".