Sun Delivery, LLC

The information above is correct The customer signed the attached freight bill, which states just above the signature line that signing the document releases both Sun Delivery and the retailer from any further liability including property damage except as specifically noted on the document being signed In light of the timeframe between the delivery and the customer calling as well as documentation from our delivery team that the items were left upstairs with some of the items remaining boxed per our policy, we believe the customer probably did call as soon as he became aware of the issues with the flooring and we have agreed to make an exception in this particular case and pay the amount requested for repairing the floor to the repair company chosen by the customer We left a message for the customer advising of this on 8/15, but have not heard back from him as of 8/ We will continue to reach out to him to resolve this issue, and if any additional information or documentation is needed from Sun Delivery, please let us know

Initial Business Response /* (1000, 10, 2016/10/04) */
Contact Name and Title: Aimee B***, VP
Contact Phone: ***
Contact Email: ***@sundeliveryllc.com
On 6/15/16,original delivery of china cabinet was made and a mirror panel was found to be damaged upon delivery (shown in attached
pictures from customer)Sun Delivery's policy for all damaged product is to return it to our facility for restorationIf an item cannot be fully restored, only then is a replacement authorizedSometimes a store will authorize a replacement for the customer as a gesture of goodwill and at their own expenseIn this case, the store (***, referenced in the customers complaint)advised the customer that a replacement would be ordered and instructed our customer service team to also advise the customer of this, but to restore the item as per our policyThere was a delay in the restoration of the china cabinet because the glass had to be special ordered from the manufacturer in order to assure a 100% quality restorationOn 8/12/16, the china cabinet was re-delivered to the customer and she discovered a small piece of glass, leading her to believe that this was her original item and not a replacement, which was correctBecause our policy is to restore damaged or defective items, the customer was told the truth by Sun Delivery that the product had been restored and not replaced and at that point, she understandably became upsetOn 8/15, our customer care manager (Sashi T***) reached out to the customer to advise that we were working with the store on a resolution and would continue to follow upThe customer stated she had also spoken with someone named Christie at the store who was also going to follow upSashi followed up with the customer on 8/and again on 9/During this time, Sashi had also been working with the store, who refused to replace the china cabinetWithout the store being willing to ship a replacement, a senior manager (Rebecca B***) became involved to help with the resolutionAs a goodwill gesture, on 9/Rebecca authorized Sashi to compensate the customer $since the original damage was caused by Sun DeliveryThis is not something that would normally be offered, but because the customer had been inconvenienced by Sun Delivery with having to wait for the return of her item, we felt this was fairThe customer advised she would consider this offer and get back to usOn 9/6, the customer contacted us to advise that she did not want the compensation and still wanted a replacement itemSashi went back to the store multiple times trying to work out a resolution for the customer and on 9/the store owner advised that because Sun admitted to the customer that the item was restored and not replaced that he was not willing to ship a replacementHe stated that Sun should have stuck to the storySashi called the customer back to advise that we could not ship a replacement and the customer stated she would take Sun to small claims court and wanted to speak with the ownerAt this point, Rebecca H*** reached out to the customer personally to assist in resolving the issue to her satisfactionRebecca apprised me of the situation and on 9/I spoke directly with *** at the storeWe discussed our policy regarding restoration and I emphasized that he could not ask our people to mislead customers about this policyI agreed to compensate the customer $that he could apply to the cost of a new china cabinet or give directly to the customer*** indicated that he would match our $for a total of $compensation to the customer and that he would prefer to contact the customer himself with this informationWe did not hear back from *** or the customer once this agreement was reached so we felt the matter was resolved to the customer's satisfaction until we received this notification of the complaintPlease let us know if additional information is needed or we need to work with the customer or store further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it.Kind Regards,*** ***

The information above is correct.  The customer signed the attached freight bill, which states just above the signature line that signing the document releases both Sun Delivery and the retailer from any further liability including property damage except as specifically noted on the document...

being signed.  In light of the timeframe between the delivery and the customer calling as well as documentation from our delivery team that the items were left upstairs with some of the items remaining boxed per our policy, we believe the customer probably did call as soon as he became aware of the issues with the flooring and we have agreed to make an exception in this particular case and pay the amount requested for repairing the floor to the repair company chosen by the customer.  We left a message for the customer advising of this on 8/15, but have not heard back from him as of 8/16.  We will continue to reach out to him to resolve this issue, and if any additional information or documentation is needed from Sun Delivery, please let us know.