Raye [redacted] ordered a Kodiak futonWhen she received it she called and said it was missing a boltShe also told us the mattress was the wrong color but she was happy with itWe offered to send the correct color mattress cover, but she declined it After speaking with her, Kodiak Futons sent the entire hardware kit to herShe then called and said she just wanted to return the futonWe told her that she could repackage it, and to ship it directly back to kodiakOnce they confirm to us it was received, we would credit her minus our original shipping fee and a restocking fee as is stated in our terms when she orderedShe did not send it back
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Mr [redacted] , I spoke with you before you went on vacation and the dates you approved were for delivery before 9/or between 9/and 10/as you would be the location on those datesWe could not guaranty the delivery by 9/so we chose the week window you provided I am sorry, we missed your calls
We have had the same return/cancellation policy for yearsI am providing a link to the internet archive, an independant service used to verify websitesThe link provided is a screenshot from Monday, April 12, Well before you placed your order.https://web.archive.org/web/20100412040839/http://www.thelogfurniturestore...⇄ Click on the linkIn the right hand column, under INFORMATION click on Terms & ConditionsRead paragraphs & Please note in section 4, we address both restocking fees and cancellationsWe have always required a customer to check the box during checkout, accepting our terms and conditions to be able to continue with any orderThis protects us and the customer and is intended to avoid claims such as yoursWe say 'applicable restocking fees' because they vary by manufacturer for items that are stock itemsStock items are items that cannot be customized and are on hand to ship immediatelyIn your case, you cancelled an item made which clearly states made to order and cannot be cancelled, which is why we obtain a 50% deposit when the order is placedThese policies were in place in and are still in place todayIf you scroll to the bottom, you will see the websites dateWe have condensed our Terms and Conditions since that time, but the policies are the same. We did not change our website to respond to this complaint
We are a custom furniture manufacturer, The item purchased is made to orderOur procurement begins within days of the purchase by ordering drawer boxes, fabricating parts and putting the dresser into productionWe accept cancellations for days following the receipt of the orderBeyond that, we
do charge cancellation/restocking feesThat is the only way we can control our production process and build timesThe item shows it is made to order right above the priceThe customer was required to accept our Terms to complete her online orderShe was emailed following her order with our anticipated completion date.We are the oldest log furniture company online, andmany other companies have policies modeled after oursShould she wish to complete the purchase she committed to, I am willing to extend to her her original price and still offer the free shipping discount
I am rejecting this response because:
No where on their website does it state that there is a 15% restocking fee I do not recall this being on the check out-they could have easily added that to the website after the received my complaint
Initial Business Response /* (1000, 5, 2015/09/30) */
Mr. [redacted],
I spoke with you before you went on vacation and the dates you approved were for delivery before 9/4 or between 9/15 and 10/9 as you would be the location on those dates. We could not guaranty the delivery by 9/4 so we chose the 3...
week window you provided.
I am sorry, we missed your calls.
Raye [redacted] ordered a Kodiak futon. When she received it she called and said it was missing a bolt. She also told us the mattress was the wrong color but she was happy with it. We offered to send the correct color mattress cover, but she declined it. After speaking with her, Kodiak Futons...
sent the entire hardware kit to her. She then called and said she just wanted to return the futon. We told her that she could repackage it, and to ship it directly back to kodiak. Once they confirm to us it was received, we would credit her minus our original shipping fee and a restocking fee as is stated in our terms when she ordered. She did not send it back.
Raye [redacted] ordered a Kodiak futonWhen she received it she called and said it was missing a boltShe also told us the mattress was the wrong color but she was happy with itWe offered to send the correct color mattress cover, but she declined it After speaking with her, Kodiak Futons sent the entire hardware kit to herShe then called and said she just wanted to return the futonWe told her that she could repackage it, and to ship it directly back to kodiakOnce they confirm to us it was received, we would credit her minus our original shipping fee and a restocking fee as is stated in our terms when she orderedShe did not send it back
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Mr [redacted] , I spoke with you before you went on vacation and the dates you approved were for delivery before 9/or between 9/and 10/as you would be the location on those datesWe could not guaranty the delivery by 9/so we chose the week window you provided I am sorry, we missed your calls
We have had the same return/cancellation policy for yearsI am providing a link to the internet archive, an independant service used to verify websitesThe link provided is a screenshot from Monday, April 12, Well before you placed your order.https://web.archive.org/web/20100412040839/http://www.thelogfurniturestore...⇄ Click on the linkIn the right hand column, under INFORMATION click on Terms & ConditionsRead paragraphs & Please note in section 4, we address both restocking fees and cancellationsWe have always required a customer to check the box during checkout, accepting our terms and conditions to be able to continue with any orderThis protects us and the customer and is intended to avoid claims such as yoursWe say 'applicable restocking fees' because they vary by manufacturer for items that are stock itemsStock items are items that cannot be customized and are on hand to ship immediatelyIn your case, you cancelled an item made which clearly states made to order and cannot be cancelled, which is why we obtain a 50% deposit when the order is placedThese policies were in place in and are still in place todayIf you scroll to the bottom, you will see the websites dateWe have condensed our Terms and Conditions since that time, but the policies are the same. We did not change our website to respond to this complaint
per a phone call from the company, they stated that the merchandise was delivered within the specified time frame on 5/16/
We are a custom furniture manufacturer, The item purchased is made to orderOur procurement begins within days of the purchase by ordering drawer boxes, fabricating parts and putting the dresser into productionWe accept cancellations for days following the receipt of the orderBeyond that, we
do charge cancellation/restocking feesThat is the only way we can control our production process and build timesThe item shows it is made to order right above the priceThe customer was required to accept our Terms to complete her online orderShe was emailed following her order with our anticipated completion date.We are the oldest log furniture company online, andmany other companies have policies modeled after oursShould she wish to complete the purchase she committed to, I am willing to extend to her her original price and still offer the free shipping discount
I am rejecting this response because:
No where on their website does it state that there is a 15% restocking fee I do not recall this being on the check out-they could have easily added that to the website after the received my complaint
Initial Business Response /* (1000, 5, 2015/09/30) */
Mr. [redacted],
I spoke with you before you went on vacation and the dates you approved were for delivery before 9/4 or between 9/15 and 10/9 as you would be the location on those dates. We could not guaranty the delivery by 9/4 so we chose the 3...
week window you provided.
I am sorry, we missed your calls.
Raye [redacted] ordered a Kodiak futon. When she received it she called and said it was missing a bolt. She also told us the mattress was the wrong color but she was happy with it. We offered to send the correct color mattress cover, but she declined it. After speaking with her, Kodiak Futons...
sent the entire hardware kit to her. She then called and said she just wanted to return the futon. We told her that she could repackage it, and to ship it directly back to kodiak. Once they confirm to us it was received, we would credit her minus our original shipping fee and a restocking fee as is stated in our terms when she ordered. She did not send it back.
Final Consumer Response /* (2000, 6, 2015/09/30) */
This complaint has been resolved.