Summerdale Mills

--------- Forwarded message ----------From: Rikk H***Date: Fri, May 13, at 9:AMSubject: Response to Complaint # ***To: ***This complaint stems from a situation that has been ongoing for several yearsSummerdale Mills provided and installed *** Window Fashions Shutters for this customerThe customer continually had complaints about the gap in the slats of the shuttersSummerdale Mills made several trips to correct the situation, even visiting one time with the *** rep who determined that there was no issue with the shuttersAt this point, Summerdale Mills had no support from the manufacturer and an unhappy customerWe met with the customer who decided that they no longer wanted the *** shutters in their houseThey asked Summerdale Mills to replace the shutters with *** wood blinds, and to refund the difference in the costIn an effort to satisfy the customer, Summerdale Mills removed the shutters (which are now in storage at our shop) and ordered and installed all new wood blinds at our costSummerdale Mills also refunded $6,to the customerNot long after the wood blinds were installed, the customer began complaining about various issues with the wood blindsSummerdale Mills made several visits to try to determine the problem and eventually the *** rep visited the home alsoHe recommended that we replace a part in the blinds which we did at our expense to install themThe customer continued to have complaints and the *** rep agreed to replace all of the wood blinds in the homeOnce again however, it was Summerdale Mills that bore the brunt of the expennse, having to remove the previous blinds and install the new blinds at our costThe customer once again had complaints about warping and damageSummerdale Mills contacted *** who advised us that we could go take down the blinds at our cost and return them, however, they did not believe that there was a problem and it might not be covered by their warrantySummerdale Mills reviewed the pictures provided by the customer and forwarded them to ***The marks on the slats look like bite marks from a cat or cats, and the bend or warping could be from cats climbing on the blindsSummerdale Mills has referred this to *** and informed them that we will not continue to incur costs for damage caused by the customer or possible defects in their products and has requested that *** follow up with this customerIn our view, we have gone above and beyond to try to satisfy this customer.Rikk H***Summerdale Mills

--------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, Apr 19, at 11:AMSubject: Fwd: Case ID ***To: ***---------- Forwarded message ----------From: *** *** Date: Tue, Apr 19,
at 11:AMSubject: Case ID ***To: ***Attached are photos to support are claim about the wood blinds purchased from Summerdale Mills

Complaint: [redacted]
I am rejecting this response because:
Please see attached. 
Regards,
[redacted]
Mr. H[redacted] is correct. We definitely have a different view of the problem. Thefabric On the furniture is not warn out due to our cats as he had indicated. Thereare holes, which cannot be contributed to the cats. Summerdale has madeextensive accommodation to us, but this was because of issues with the furniturefrom the start. For example, the arms of the Sofa and loveseat were not thedesign we had agreed to and had to be re-done. Another example is that thenails that were used to cover the arms of the sofa and loveseat were installedbackwards which caused holes in all four arms and had to be repaired. Due tocontinuing problems with the furniture, were told by Summerdale that thefurniture would be picked up until after the Christmas/New Years holiday due totheir Workload. (We were never told that they would not make the repairs norwere was there an option offered to replace the fabric). AS Stated in the originalComplaint when we contacted Summerdale after the holiday, we were told theywould get back to us in a few days. We never heard back. Although Summerdalehad always stood by their products and provided quality service in the past,things obviously have changed.

We disagree with the customer's response and stand by our original position and explanation.

------ Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, May 13, 2016 at 9:10 AMSubject: Response to complaint # [redacted]To: [redacted]The sofa and loveseat mentioned in the complaint had been reupholstered by our shop. We have been back to the...

customer on several occasions to address various concerns about the fit and comfort of the cushions. In each instance we worked to correct the situation to the customer's satisfaction. The latest issue concerns the fabric. We visited and observed the condition of the furniture and viewed pictures from the customer. We reviewed this information with the fabric supplier. They have no known instances of issues of this nature with any other customers. It was determined that there are no defects in either the material or the workmanship. We believe that the damage observed is due to cats in the house.  We have previously informed the customer that damage of this nature is not covered by our warranty, however, if they chose to recover the pieces again, we would work with them to mitigate the expense.