Telescope Casual Furniture, Inc.

Dear ***: Telescope has tried to solve this claim with Mr*** via email over the last few winter monthsEnclosed in the PDF, you'll find the email chain you've requestedThe first part of the PDF is the email chain between Mr.*** and our Warranty Manager, Christine. As you can see, Telescope made different offers to the consumer to help find a suitable resolution to all prior to the date of the Revdex.com complaintOur warranty manager advised me that she hasn't heard back from Mr*** about his replacement options since OctoberTelescope made these offers to help satisfy a customerHowever, Telescope was not bound to make any replacement or repair offers to Mr.*** as the proof of purchase cannot be proven for the swivel chair in questionThe last page of the attached PDF includes a copy of the warranty referenced by Mr.***This is a limited warrantyI have highlighted key points within the written warranty (page We are still willing to send a replacement chair to Mr***The frame style will match his existing set in Frame color DesertWe have over Sling fabrics available as a replacementPlease let me know if Mr*** is willing to accept this replacement chairWe will need his shipping address along with his fabric selection

Hello,It appears Mrs*** has had an unusual order delayLast week I worked with our production department to get a final ship date plannedWe were able to conclude Mrs.Davi's back order would ship 8/I have just checked status on this orderWe are planning to ship tomorrow morningI emailed
Mrs*** on 7/with an apology, and explained some details which had unintentionally affected her orderThe email also explained that I was in the midst of working out an appropriate compensation with the store (where Mrs*** purchased) for the considerable troubles she has been having with her order.The store and Telescope has concluded on a $compensationThe store (a separate entity of Telescope) has agreed to compensate Mrs*** the $via check this weekMrsDavi's main concern is that she has been unable to obtain proper shipment informationWe have rectified this issue to the best of our ability without further response from MrsDaviThe backordered furniture and the $compensation will be received by the end of this week.Do you need a copy of my email to Mrs*** with an explanation of her troubles for your records?I plan to again call Mrs*** tomorrow if I do not get a response from her today.Thank you,Kait M***Telescope Casual Furniture

Good Afternoon, ***:I have thoroughly reviewed this claimIt appears to be a grand misunderstanding between Telescope Casual and the *** FamilyOur Client, ***'s Furniture, is where the *** family purchased the table in questionThe scrapes and scratches under their table top
appear to have happened while the *** family was putting the table legs on the topHowever, we do not have evidence of thisI have contacted ***'sThey were surprised by this complaint as they have no logged compliants or issues from this customer since October of In October of 2013, the customer mentioned some slight bubbling on the colored vinyl under their glass, but no formal complaint was issued to our warranty department by ***s and the customer.Our Warranty manager was working on this claim with the *** familyHowever, the same warranty manager has been out of our office for over daysShe will be returning to work next weekShe, unfortunately, thought to have covered all of the "in-process" warranty claims before she was on leave.Given the uncertainty of the past events, Telescope Casual offered to replace the table the *** family now hasThe type of table purchased has been discontinued for lack of salesHowever, we have offered them any comparable table in our lineThey've chosen a 64" Hexagonal Aluminum Slat top tableThe replacement order was entered this morning (2/25/15)The *** family expressed gratitude to their salesperson, *** *** at *** Furniture for this replacement.Given that this issue has been resolved in the eyes of the consumer, dealer and the product manufacturer, we respectfully request for this complaint to be considered rectified and closed by the Revdex.comPlease feel free to contact me via email if you have any further questions or concerns!Thank you,*** ***Marketing ManagerTelescope Casual Furniture

We did receive a replacement table and are very happy with it Thank you for your support in making this happen

Thank you for giving us the opportunity to respond to Mr[redacted] claim. We apologize for the delay. This claim has been considerably difficult for Telescope to research and resolve for multiple reasons (stated below). Mr. [redacted] submitted his claim to the Revdex.com using the name "[redacted]"....

Telescope is a B2B company. We sell direct to other businesses who then retail the product to the end consumer, like Mr.[redacted]. Mr. [redacted] purchased from a seperate entity called [redacted] which has since closed their doors. We do not obtain any information from our dealers of the name and contact information of their customers as all of our dealers are third party entities, so their customers are their personal business. Lastly, Mr. [redacted] had been contacting our warranty department under the name "[redacted]". Any records of a warranty claim in our system for Mr.[redacted] have actually been logged under Mr.[redacted] as we would have no other reference to have called him Mr.[redacted]. Given the name discrepancy and that we did not sell direct to Mr. [redacted], nor have the ability to contact the dealer who is Out of Business, we have had a great deal of difficulty in gathering the facts of this claim. Mr. [redacted] is correct to state he obtained the furniture under a 15 year warranty. However, this is a limited warranty. This warranty clearly states that pictures and a proof of purchase must be provided. The proof of purchased submitted by Mr. [redacted] ([redacted]) shows a $0.00 amount paid for the items in question. As you can see by the attached image (line 2 of order number [redacted]), no monies were transferred in regards to the chairs. Telescope Casual is not required to honor the warranty if proof of purchase can not be proven. However, we still continued to honor Mr. [redacted] word to try to work through his warranty claim and also to find a solution most suitable to both parties. Our warranty manager proceeded as if Mr[redacted] had been able to prove his proof of purchase. She worked with our production managers and engineers to find out if replacement parts are available for these frames. Our warranty manager learned that both the fabric and powder coated frame color (of Mr. [redacted]s current set of furniture) have been discontinued. Our written warranty policy states that Telescope reserves the right to repair, replace or substitute (at our discretion) any powder coated aluminum frame that fails structurally during normal usage during the applicable warranty period. In the case of a discontinued item (like Mr. [redacted]s chairs) we reserve the right to replace the item with the closest comparable current model stated in our published Limited Warranty. Please let me know if you need a copy of the warranty. We urged Mr.[redacted] to select a new sling fabric for his replacement chair. Mr. [redacted] then refused to select a new fabric as the replacement item wouldn't match the other items. The frame color we suggested (the closest color in our current line) is the same powdercoated frame color that Mr.[redacted] purchased for a 2-seat glider in 2007 from the same dealer (this purchase was not part of the Revdex.com complaint). Our warranty manager reviewed the situation with her supervisor. Her supervisor suggested that she follow the warranty as it is written and published. Christine, our warranty manager, then suggested to Mr. [redacted] that he select desert powdercoat and 35D cobalt sling. The Desert powdercoat is the closest comparable frame color as the original color "purchased" of Sandstone. Desert is the same frame color in which Mr.[redacted] purchased his 2-seat glider in 2007. There is only a slight difference in the two frame colors. The fabric will not match but it will coordinate with the 40S Spa color which has been discontinued for many years. Mr.[redacted] refused all of our attempts to help him find a solution of a new chair with the closest comparable frame and fabric combination. He later requested that his entire patio set be replaced, which is most certainly outside the rights and limitations of the 15 year warranty. We understand that the purpose of Mr. [redacted] Revdex.com complaint is to obtain the full new set of furniture in the amount of $1,917.68. However, none of the Telescope items listed on the 2 invoices supplied to Telescope equal a dollar amount as high as listed above. In Addition, the warranty is limited only to items proved to have a manufacturing defect, not the entire "purchase". Telescope, in no way, is responsible for replacing Mr[redacted] complete patio set. We believe Telescope went above and beyond our required action in this matter. Even though the customer was unable to prove their valid purchase of the 4 chairs, we still tried to help find and obtain a suitable replacement for Mr.[redacted] in order to please an unsatisfied customer. We technically (by the warranty procedure) should have closed Mr[redacted] case after the initial question of his proof of purchase was revealed. We later made an attempt to replace the piece anyhow, on his word that it was a valid purchase. All of these actions were done in good faith by Telescope Casual employees to honor our continuous strive for excellent quality and service. Please feel free to contact me via email if you feel more information is required.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]Throughout this process I have been in constant contact with individuals at Telescope Casual Furniture.  I did receive my outstanding furniture on Friday, 8/7.  The furniture has met my expectations.  I was also  promised compensation for the extended delay of 9.5 weeks past the original delivery date.  Although I have yet to receive this compensation (I expect to receive it this week), I find that this resolution is satisfactory to me.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted],I will except the offer of complete replacement of the swivel chairs with desert frame. The new fabric we chose, months ago was Cobalt. Now if they are not willing to send replacement fabric for my other pieces, so be it. I am tired of dealing with this company.  I will tell you that I am not a satisfied customer,  but they don't seem to concerned. I want to thank you for taking the time to try to get resolve on this issue.As per my bill of sales, my name, address and phone number is below. [redacted] (Not to confuse anyone)email address[redacted]