Timbernation

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. A rack must be stable when components worth thousands of dollars are placed on them. I have someone making me new racks now who knows of this seller and told me Timbernation's designs are unstable. He also said he knows of others F [redacted] has treated poorly. Yet another rack manufacturer said he would not use these racks. They both informed me F [redacted] is a cabinet maker who doesn't know anything about hi-end audio. By his own admission F [redacted] has never even heard a hi-end audio system.1. F [redacted] asked me to send photos in the same paragraph he said my complaints were unacceptable, and that I was a liar. I saw no need to do it, given the arrogant attitude.2. There was loose joinery.3. The metal inserts were crooked. I have photos from a competent rack manufacturer that show every threaded insert to be straight. It's really a matter of competent workmanship.4. It is not acceptable to press cones into wood to support hundreds of pounds. Two other manufacturers said they would not use these racks.What would've pleased me is competent work. He did not offer me a refund, he told me I was not worthy of his racks, and ordered me to return them at my expense, subject to a re-stocking fee. Reference my original complaint.I have discarded the mess he sent me. Regards, [redacted]

Dear ***, This is in reply to assigned ID***My customers are very important to me and I will do everything possible for them Reply to complaints Fedex picks the ground location that the shipment goes to that is closest to the customers homeThe customer wanted them
shipped to a express location- not possible because this was a ground locationFedex does not ship Ground shipments to Express locationsThey ship them to Ground locationsThe customer requested not to have the racks delivered to his home but to a fedex location near him I did what He asked and explained that to him. This customer order 2- shelf walnut stack rackslink here http://***These racks are made to sit one on top of the otherThey (shelves ) are not attached to one anotherThe gold cones at the bottom of each shelf rest on top of the postThe cones work best without the small cups underneath the conesThat lets the cone sink into the wood and keeps them from moving aroundThis rack is made so that the vibrations from the stereo components is absorbed by each individual shelf and not through the whole rackIt is not supposed to be stableI did not tell him to drill holes - I told him to set them up and press down on them and the points of the cones will go into the wood, That would keep them from moving. I build these and put them together in my shop to make sure everything is alright. 1.There was not any visible putty on the visible surface of any shelvesI asked him to send pics of his complaints so I could see what if anything was wrongHe would notThere was no loose joineryAll the joints were fit and snugThe cones are threaded into a metal insert in the bottom of each postIf they are off (crooked a little bit) you just bump them to the high side and screw them down by hand It is a easy process As stated above the shelves will not move when the cones tip is into the woodNo need for cups under the cones. Eventually after knowing there was no pleasing this customer I offered a full refund minus shipping cost . I will forward all emails from him to youI also gave this customer a $discount because he changed the order after he ordered and wanted deeper shelves so I made him deeper shelves for no extra charge of $300 Here is a link to a blog that was started about me and my work and how I care for customers http://*** Chris F*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A rack must be stable when components worth thousands of dollars are placed on them.  I have someone making me new racks now who knows of this seller and told me Timbernation's designs are unstable.  He also said he knows of others F[redacted] has treated poorly.  Yet another rack manufacturer said he would not use these racks.  They both informed me F[redacted] is a cabinet maker who doesn't know anything about hi-end audio.  By his own admission F[redacted] has never even heard a hi-end audio system.1.  F[redacted] asked me to send photos in the same paragraph he said my complaints were unacceptable, and that I was a liar.  I saw no need to do it, given the arrogant attitude.2.  There was loose joinery.3.  The metal inserts were crooked.  I have photos from a competent rack manufacturer that show every threaded insert to be straight.  It's really a matter of competent workmanship.4.  It is not acceptable to press cones into wood to support hundreds of pounds.  Two other manufacturers said they would not use these racks.What would've pleased me is competent work.  He did not offer me a refund, he told me I was not worthy of his racks, and ordered me to return them at my expense, subject to a re-stocking fee.  Reference my original complaint.I have discarded the mess he sent me.  
Regards,
[redacted]

Review: In November I paid Timbernation $2160 to build two stackable wooden audio racks. The owner said he would ship them via FedEx, and I gave him a FedEx Express hold-at location in case I was not home when they arrived. Timbernation shipped the racks via FedEx Ground, and changed the hold-at location to another address, and didn’t tell me. It took me two days to get the shipping straightened out. Timbernation never apologized or accepted any responsibility for this.

When I unpacked the racks I found no place in any shelf to hold the feet of the upper shelf when stacked. The photos on the Timbernation website, from which I placed the order, showed the lower shelves with recessed cups to hold the feet of the shelves above, to keep them in place. I called Timbernation and told the owner I couldn’t use the racks he sent because I couldn’t place my expensive components on shelves without stability. The owner said I could drill my own holes or press the coned feet directly into the wood below the feet. I don’t have a workshop. I asked him why he didn’t make them like the ones I ordered from his website, and he said customers had complained about the way he used to do them, and now he did nothing at all below the feet. On the positive side, the walnut grain in the top shelves was very nice, and I told him so.

As I finished assembling the shelves I noticed several other problems:

1. Visible surfaces of shelves had a lot of fill putty, and the putty didn’t match the stain.

2. Several of the shelf legs had loose joinery, even when the single retaining screw was fully tightened.

3. Several of the legs had threads that were inserted into the legs crooked, so the feet were crooked.

4. And as stated above, there was no guarantee the shelves would remain stacked because the feet of the upper shelves had no retaining edge.

I emailed the owner of Timberation with the above list and told him I was very disappointed. He emailed me back and told me my complaints were “unacceptable” and he accused me of being a liar. In a subsequent phone call from me, he asked me what I wanted, and I said I wanted a refund; he said “no way.” I told him I had spoken with two reputable audio rack manufacturers who said Timbernation’s design was not stable, and advised me against using them. The owner of Timbernation then told me he would produce individuals to counter anything I said. The owner of Timbernation thought his racks were beyond reproach.

After the call, I decided I did not wish to proceed with a court claim, and because the owner of Timbernation had said “no way” to a refund, I donated the wood from his racks to a local woodworker.

About one week later I received an email from the owner of Timbernation telling me that I did not deserve one of his racks, and that I was to return them, at my expense, that there would be a re-stocking fee, and that if there was damage during shipping he would deduct that as well. I told him he was arrogant and not to communicate with me further.Desired Settlement: I have since found a rack manufacturer who crafts racks with the appropriate precision for expensive audio gear. I do not wish to damage the reputation of Timbernation by posting anything defamatory on-line, but I do think it is fair that the owner of Timbernation should share in the loss of this unfortunate transaction. I am requesting Revdex.com arbitrate a refund of the sales price minus Timbernation’s material costs.

Business

Response:

Dear [redacted], This is in reply to assigned ID[redacted]