The Land of Nod

Initial Business Response / [redacted] (1000, 8, 2014/08/28) */ Contact Name and Title: [redacted] CS Dir Contact Phone: [redacted] Contact Email: [redacted] As of August 5, 2014, the customer was refunded in full Prior to the refund to the customer, there were some issues that lead to our customer's understandable frustration The customer did call our South Coast Plaza location and placed an order over the phone in the evening (Friday)Shortly after placing the order, the customer called back to cancel itThe store was unfortunately closed at that time though the customer did speak with a store employee who picked up the call after business hours The following morning (Saturday), an employee reached out to our warehouse via email to cancel the orderUnfortunately the representative reached out to an incorrect warehouse facilityThis resulted in a delay in the cancellation of the order By the time error was realized (Monday), the order had shipped and was already in transit to the customer which resulted in the customer being automatically billedThe customer was informed that she would have to refuse the shipment and would receive a full refund at the time it was received back to the warehouse This was, understandably, extremely frustrating to the customerIn the end, The Land of Nod used this as a training opportunity for the employees involvedIt is our opinion that the employees who spoke with the customer needed to have a greater sense of urgency in contacting the correct warehouse facility (by phone) to ensure the order was cancelled, thus serving our customer and meeting our expectations for service at The Land of Nod We have expressed our sincere apologies and understand our customer's disappointment and frustration due to this experience We consider the matter resolved and have sent a gift as a courtesy to the customer

I ordered a play table and chairs from Land of NodAll over the website it says free returns on furniture When I received the furniture it was too big and bulky for my space, when going to return it they told me tables and chairs do not qualify as furniture and I had to pay a significant amount to return it, plus the fact that it is way too heavy for me to carry so I also now have to get someone to help me bring it to a shipping place, even though as furniture it should have been picked up, or at least it says that on the website No where did it say that these were not furniture items, in fact online you have to look under the heading of furniture to find them I am very disappointed in Land of Nod

Initial Business Response / [redacted] (1000, 9, 2014/03/24) */ The customer received furniture that she felt had a very strong odorWe assured her that the odors were on new furniture items and would dissipate in a short time and that they and the paints and other materials used in manufacturing the furniture are safe to the best of our knowledgeIndeed, we follow all applicable laws and regulations to ensure that our furniture and all of its component parts (including any paints or lacquers used) are safe for their intended use within our customers' homes Despite our assurances, the customer remained uncomfortable with the odorsAccordingly, we removed the items from her home, and took steps to air out new items in our facility for two weeks prior to re-deliveryOn the day of the scheduled re-delivery, our delivery team felt that one of the pieces still had a bit of an odor and may not meet the customer's expectationsThe delivery team carried in the piece it felt had no odor, and the customer confirmed that she was satisfied with that pieceThe driver then mentioned that the other piece was on the truck but that the smell might still be stronger than the customer would be comfortable having in her home given her prior objectionThe customer went to the truck to see the piece, and agreed that she did not want itThe item was then cancelled from her order and she was refunded in full for that item The customer later emailed us regarding certain symptoms, doctors bills and lost wages she claimed were due to this experienceThe Land of Nod reached out to the customer several times by phone to better understand the symptoms, doctors bills, and lost wages she referenced in her email, but our voicemails were not returned, and after some period of time, we considered the matter closed We take great pride in our customer service and in making sure not just that our furniture is high quality and fully compliance, but that each customer is satisfied with their purchaseWe previously invited, and we still invite, the customer to follow up with us if she would still like to discuss the outstanding matters she has referenced

Initial Business Response /* (1000, 5, 2015/04/09) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Order ***
The rocker was scheduled for delivery on 3/14/As it was combined with another delivery of the
other order from The Land of Nod, we removed the delivery fee on this order of $when we booked the deliveryWhen the item arrived to the customer, it appeared to have been mislabeled by the warehouse and the wrong rocker was deliveredThankfully, the customer noticed right away it was the incorrect rocker and refused itWe were able to deliver the correct rocker to the customer on 3/17/No delivery fee was ever incurred
Order XXXXXXXXX:
The customer purchased an Elemental Crib, a Naturepedic Crib Mattress, a Blake Dresser and a White Changer Top on 2/17/The estimated time of expected availability at the time of her purchase was Mid MarchThe items were on a ship from our vendor in Asia for arrival on the west coast of the United States
As all of our orders over a certain value go on an immediate hold, the customer did not receive a confirmation right awayOrder was released that afternoon from the temporary holdAt that time, the entire order was billed at 100%This was an error as the customer should have only been billed for the products that were available for deliveryUpon receiving this complaint, this issue was realized, and have refunded the purchase price of the backordered dresser
Typically, once the merchandise arrives at port, we are able to predict the items to become available within a reasonable amount of timeAt that point, we are able to schedule delivery
Unfortunately, at that time, there was a labor dispute (not with Nod)The dispute was between dockworkers and shipping companies at the docks on the west coast where items from Asia enter and exit the United States (which is the case for many businesses, not just Nod)This has lead to additional unforeseen delays in product availability for our customers and we have done everything we can to keep customers aware of the situation at hand as we are being provided information from these entitiesThis issue became so large that we sent a communication to all of our impacted customers on 3/11/
On 3/8/15, this customer scheduled delivery of the crib, crib mattress and changing pad to coincide with the delivery of the other order on 3/14/She was informed at this time that the dresser was on backorder until mid-AprilThroughout our conversations with the customer, we provided the most accurate availability for her backordered items and have acknowledged and understood why this is so frustrating
As this was a partial delivery, the customer unfortunately was automatically charged an additional delivery fee by our systemWe addressed this with the associate who made the error to ensure this does not occur in the futureWhen the customer called on 3/9/regarding this, an associate apologized and immediately credited it backThe customer was also informed about the situation regarding the labor dispute with the west coast ports, that it was in the process of being resolved, and we were looking at a mid-April availability date for the dresserThe associate also stated that we will inform her as soon as the dresser and changer top became available to book for delivery
The crib, crib mattress, and changer pad were delivered as scheduled on 3/14/without issueHowever, this was also combined with the previous order where the incorrect rocker was deliveredDue to this situation, the associate who spoke with her on this date refunded her original delivery charge of $No delivery fee was incurred by the customer
On 3/24/15, the customer spoke with our furniture supervisor, explaining her frustration regarding the backorderThe furniture supervisor explained that we were still looking at mid-April availability and again spoke to the delay with our items being pushed back due to the labor dispute on the west coastThe furniture supervisor again said we will be checking her order closely and will notify her as soon as the items are available for delivery
The customer called for status of the remaining items on her order on 4/4/It appeared that on 3/27/15, the item was pushed up by three days, moving the estimated availability from mid-April to early AprilThe associate informed the customer that we were looking at early April availability
On 4/9/15, the customer called and spoke with one of our associates regarding the availability of the dresserIt now appears that it again moved back by three days, designating this for mid-April availability, not early April as said on 4/4/The customer asked if her remaining items could be expeditedThe associate explained that we could not do that as the items were currently in transit to the east coastThe customer was not happy about this situation and stated she would be filing a report with the Revdex.com
At this point we are monitoring her order closely and are keeping the customer informed of any changes as they may occurThe current availability time frame is mid-AprilDue to the backlog that existed at the ports and the ensuing backlog of trailers at our warehouses, this date may change again and we will be sure to keep the customer informed
To date the customer has had all delivery fees waived and will not be charged any further delivery feesEach delivery has a value of $
Due to this submission to the Revdex.com by the customer, we were able to see that the customer was charged for items that were on backorder when she should not have been and we have since refunded her the full amount of the backordered itemsShe will not be charged until the items become available for delivery
We thank the customer for bringing this to our attention and have used the two errors that occurred in billing as training opportunities for the associates involvedWe also apologize for the frustration and concern the delay has caused the customer
We will be sending the customer a gift as a token of our appreciation and as a thank you for her continued patience while we work though the backlog of delayed shipments from the West Coast
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still do not have my furnitureThis will not be resolved until I receive the furniture I ordered - the Blake Dresser and Changing Table Topper
Final Business Response /* (4000, 11, 2015/04/29) */
Please note that the items have been delivered and we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/04/09) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Order ***
The rocker was scheduled for delivery on 3/14/As it was combined with another delivery of the other order
from The Land of Nod, we removed the delivery fee on this order of $when we booked the deliveryWhen the item arrived to the customer, it appeared to have been mislabeled by the warehouse and the wrong rocker was deliveredThankfully, the customer noticed right away it was the incorrect rocker and refused itWe were able to deliver the correct rocker to the customer on 3/17/No delivery fee was ever incurred
Order XXXXXXXXX:
The customer purchased an Elemental Crib, a Naturepedic Crib Mattress, a Blake Dresser and a White Changer Top on 2/17/The estimated time of expected availability at the time of her purchase was Mid MarchThe items were on a ship from our vendor in Asia for arrival on the west coast of the United States
As all of our orders over a certain value go on an immediate hold, the customer did not receive a confirmation right awayOrder was released that afternoon from the temporary holdAt that time, the entire order was billed at 100%This was an error as the customer should have only been billed for the products that were available for deliveryUpon receiving this complaint, this issue was realized, and have refunded the purchase price of the backordered dresser
Typically, once the merchandise arrives at port, we are able to predict the items to become available within a reasonable amount of timeAt that point, we are able to schedule delivery
Unfortunately, at that time, there was a labor dispute (not with Nod)The dispute was between dockworkers and shipping companies at the docks on the west coast where items from Asia enter and exit the United States (which is the case for many businesses, not just Nod)This has lead to additional unforeseen delays in product availability for our customers and we have done everything we can to keep customers aware of the situation at hand as we are being provided information from these entitiesThis issue became so large that we sent a communication to all of our impacted customers on 3/11/
On 3/8/15, this customer scheduled delivery of the crib, crib mattress and changing pad to coincide with the delivery of the other order on 3/14/She was informed at this time that the dresser was on backorder until mid-AprilThroughout our conversations with the customer, we provided the most accurate availability for her backordered items and have acknowledged and understood why this is so frustrating
As this was a partial delivery, the customer unfortunately was automatically charged an additional delivery fee by our systemWe addressed this with the associate who made the error to ensure this does not occur in the futureWhen the customer called on 3/9/regarding this, an associate apologized and immediately credited it backThe customer was also informed about the situation regarding the labor dispute with the west coast ports, that it was in the process of being resolved, and we were looking at a mid-April availability date for the dresserThe associate also stated that we will inform her as soon as the dresser and changer top became available to book for delivery
The crib, crib mattress, and changer pad were delivered as scheduled on 3/14/without issueHowever, this was also combined with the previous order where the incorrect rocker was deliveredDue to this situation, the associate who spoke with her on this date refunded her original delivery charge of $No delivery fee was incurred by the customer
On 3/24/15, the customer spoke with our furniture supervisor, explaining her frustration regarding the backorderThe furniture supervisor explained that we were still looking at mid-April availability and again spoke to the delay with our items being pushed back due to the labor dispute on the west coastThe furniture supervisor again said we will be checking her order closely and will notify her as soon as the items are available for delivery
The customer called for status of the remaining items on her order on 4/4/It appeared that on 3/27/15, the item was pushed up by three days, moving the estimated availability from mid-April to early AprilThe associate informed the customer that we were looking at early April availability
On 4/9/15, the customer called and spoke with one of our associates regarding the availability of the dresserIt now appears that it again moved back by three days, designating this for mid-April availability, not early April as said on 4/4/The customer asked if her remaining items could be expeditedThe associate explained that we could not do that as the items were currently in transit to the east coastThe customer was not happy about this situation and stated she would be filing a report with the Revdex.com
At this point we are monitoring her order closely and are keeping the customer informed of any changes as they may occurThe current availability time frame is mid-AprilDue to the backlog that existed at the ports and the ensuing backlog of trailers at our warehouses, this date may change again and we will be sure to keep the customer informed
To date the customer has had all delivery fees waived and will not be charged any further delivery feesEach delivery has a value of $
Due to this submission to the Revdex.com by the customer, we were able to see that the customer was charged for items that were on backorder when she should not have been and we have since refunded her the full amount of the backordered itemsShe will not be charged until the items become available for delivery
We thank the customer for bringing this to our attention and have used the two errors that occurred in billing as training opportunities for the associates involvedWe also apologize for the frustration and concern the delay has caused the customer
We will be sending the customer a gift as a token of our appreciation and as a thank you for her continued patience while we work though the backlog of delayed shipments from the West Coast
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still do not have my furnitureThis will not be resolved until I receive the furniture I ordered - the Blake Dresser and Changing Table Topper
Final Business Response /* (4000, 11, 2015/04/29) */
Please note that the items have been delivered and we consider this matter resolved

Based on the information the customer provided and the notes of the order, we agree. This has been a frustrating and unacceptable experience.Unfortunately we have had several issues with our mattress vendors which has lead to delays in orders delivering complete. We certainly offer to
deliver all available items when circumstances like this present themselves but understand that one would not want the bed if the mattress was unavailable.To add insult to injury, our supply chain then delivered incorrect pieces when the mattresses were finally really in stock. While we have sent a gift card over the history of the order, our Team Lead who spoke with the customer on 10/did acknowledge the inconveniences caused by these delivery issues in the form of reimbursement. From speaking with the Team Lead, the customer agreed that the compensation was satisfactory.We have since booked the delivery for the available date that is most convenient for the customer. We have been in frequent contact with the supply chain about this order and will continue to monitor it to ensure a smooth, final and complete delivery occurs as scheduled

Land of Nod had the worst customer service I have ever experiencedWe bought two study desks for our kids the day before Thanksgiving and the website did not mention any where that one of the cargo desks was on back orderAfter placing the order we were informed about the back orderWhen we called two weeks later about the status of the order in early December we were asked to call on the 10th as the desks will be available by the 15th of December so we can schedule the deliveryWhen we called customer service on the 10th we were told by the rep that one of the desk will not arrive until end of the month and if we want the available desk to be delivered they will charge for additional deliveryWe decided to wait for both desks to arrive at the same timeWe received a call saying the desks are available towards the end of December and so we scheduled them to be delivered the same timeA day before the scheduled delivery we received a call saying one the desk that was back ordered was damaged and so they can only deliver one deskThey said the other desk can be delivered after a weekWe asked that we not charged for the delivery as we have been waiting for a long time for which they agreed, we received one of the desk and a week later they delivered part of the second order, a hutch and chair WITHOUT the deskThey NEVER mentioned to us that only part of the delivery is being madeWe very very upset and spoke to customer service about the miss communicationThe customer service reps DO NOT listen to our FRUSTRATION and kept transferring to us to other departmentsAfter speaking to the manager Linda who promised to have the desk delivered the week after on the 15th of Jan we waited for the delivery which was scheduled between 4pm to 6pmOn the day of delivery no one called or showedWe called back at 6pm only to hear that the delivery guy might be late and is still going to deliverNo one showed upOn the 16th when we call back as usual the customer service rep keeps transferring our call with out listening to our frustration*** *** *** / LAND OF NOD is the worst customer service we have ever experiencedWe are very unhappy with their communications and service over all

We purchased and *** Crib from them just over a year ago months from purchasing it, the paint started chipping off, first with the flick of my fingernail and then into my baby's mouth I was disgusted that she was essentially eating paint off a product that's supposed to be made for children her age We reported it to the company who said this was "wear and tear" and did nothing to resolve the issue Seems like an $crib should last longer than 6-months!

Horrible experience wit this company! I ordered a wild side bear backpack and matching lunchbox, and on receipt it had blue stains all over. I should have know better than to order after reading one of the reviews that mention this staining. I contacted customer service and they sent another one that AGAIN had the same issue. I finally get a chance to send all bags back, with shipping labels they provided, and keep getting told a refund will happen 10 days after receipt. Then in another email I get told I'd get a refund 10/21. Come 10/25 I have no refund and on contacting them, they state they have no proof of receiving one of the bags and are trying to say they will have to investigate whether I returned the items or not. I have no way of checking the tracking numbers myself or whether they are giving me the correct ones because the links they sent have expired! Now it looks like I am out nearly 30 bucks! First and last time I will ever shop with these people!

Initial Business Response /* (1000, 9, 2014/03/24) */
The customer received furniture that she felt had a very strong odor. We assured her that the odors were normal on new furniture items and would dissipate in a short time and that they and the paints and other materials used in...

manufacturing the furniture are safe to the best of our knowledge. Indeed, we follow all applicable laws and regulations to ensure that our furniture and all of its component parts (including any paints or lacquers used) are safe for their intended use within our customers' homes.
Despite our assurances, the customer remained uncomfortable with the odors. Accordingly, we removed the items from her home, and took steps to air out new items in our facility for two weeks prior to re-delivery. On the day of the scheduled re-delivery, our delivery team felt that one of the pieces still had a bit of an odor and may not meet the customer's expectations. The delivery team carried in the piece it felt had no odor, and the customer confirmed that she was satisfied with that piece. The driver then mentioned that the other piece was on the truck but that the smell might still be stronger than the customer would be comfortable having in her home given her prior objection. The customer went to the truck to see the piece, and agreed that she did not want it. The item was then cancelled from her order and she was refunded in full for that item.
The customer later emailed us regarding certain symptoms, doctors bills and lost wages she claimed were due to this experience. The Land of Nod reached out to the customer several times by phone to better understand the symptoms, doctors bills, and lost wages she referenced in her email, but our voicemails were not returned, and after some period of time, we considered the matter closed.
We take great pride in our customer service and in making sure not just that our furniture is high quality and fully compliance, but that each customer is satisfied with their purchase. We previously invited, and we still invite, the customer to follow up with us if she would still like to discuss the outstanding matters she has referenced.

I ordered a play table and chairs from Land of Nod. All over the website it says free returns on furniture. When I received the furniture it was too big and bulky for my space, when going to return it they told me tables and chairs do not qualify as furniture and I had to pay a significant amount to return it, plus the fact that it is way too heavy for me to carry so I also now have to get someone to help me bring it to a shipping place, even though as furniture it should have been picked up, or at least it says that on the website. No where did it say that these were not furniture items, in fact online you have to look under the heading of furniture to find them.
I am very disappointed in Land of Nod.

Initial Business Response /* (1000, 8, 2014/08/28) */
Contact Name and Title: [redacted] CS Dir.
Contact Phone:[redacted]
Contact Email: [redacted]
As of August 5, 2014, the customer was refunded in full.
Prior to the refund to the customer, there were some issues...

that lead to our customer's understandable frustration.
The customer did call our South Coast Plaza location and placed an order over the phone in the evening (Friday). Shortly after placing the order, the customer called back to cancel it. The store was unfortunately closed at that time though the customer did speak with a store employee who picked up the call after business hours.
The following morning (Saturday), an employee reached out to our warehouse via email to cancel the order. Unfortunately the representative reached out to an incorrect warehouse facility. This resulted in a delay in the cancellation of the order.
By the time error was realized (Monday), the order had shipped and was already in transit to the customer which resulted in the customer being automatically billed. The customer was informed that she would have to refuse the shipment and would receive a full refund at the time it was received back to the warehouse.
This was, understandably, extremely frustrating to the customer. In the end, The Land of Nod used this as a training opportunity for the employees involved. It is our opinion that the employees who spoke with the customer needed to have a greater sense of urgency in contacting the correct warehouse facility (by phone) to ensure the order was cancelled, thus serving our customer and meeting our expectations for service at The Land of Nod.
We have expressed our sincere apologies and understand our customer's disappointment and frustration due to this experience.
We consider the matter resolved and have sent a gift as a courtesy to the customer.