After reviewing the complaint and contacting our representative, we would like to report the actions that have been taken thus far to help satisfy our customer. Kincaid did in fact send a replacement table to the consumer that was...
delivered via the same third party delivery company as the original table. However, prior to the replacement table leaving Kincaid it was carefully inspected with digital photos taken to document the condition of the replacement table since the scratches appeared to be handling related (the consumer's photos and the report from the local Kincaid representative clearly reveal abrasions to the lacquer top coat). Our product specialist [redacted] personally inspected the table in mid November (the photos are available if necessary as we maintain a file with all photos relating to special inspections). The other issue relates to creases in the fabric on the dining chairs. They could have been creased during delivery depending on how the chairs were loaded into the trailer or they could have been creased in our factory after the sewing department completed the pattern work and prior to final upholstery. The latter is less likely since all products go through a rigorous final inspection, but not impossible. Since that issue was discovered the local representative has been able to steam the fabric and remove the crease(s) on one of the chairs. Light steaming is considered a standard part of basic furniture deluxing within the normal practices of the retail furniture industry. While we make every effort to prepare and package all Kincaid Furniture to protect it during transit, we are not able to prevent all handling damage or any scratches, dents, etc. that occur once it has been un-packaged.
The local Kincaid Furniture representative [redacted] and others in the customer service department at Kincaid have been speaking with the client's interior designer through whom the purchase was made to assist with a desirable outcome for the consumer.
Dear Sir or Madam,
After reviewing the complaint and contacting our representative, we would like to report the actions that have been taken thus far to help satisfy our customer. Kincaid did in fact send a replacement table to the consumer that was...
delivered via the same third party delivery company as the original table. However, prior to the replacement table leaving Kincaid it was carefully inspected with digital photos taken to document the condition of the replacement table since the scratches appeared to be handling related (the consumer's photos and the report from the local Kincaid representative clearly reveal abrasions to the lacquer top coat). Our product specialist [redacted] personally inspected the table in mid November (the photos are available if necessary as we maintain a file with all photos relating to special inspections). The other issue relates to creases in the fabric on the dining chairs. They could have been creased during delivery depending on how the chairs were loaded into the trailer or they could have been creased in our factory after the sewing department completed the pattern work and prior to final upholstery. The latter is less likely since all products go through a rigorous final inspection, but not impossible. Since that issue was discovered the local representative has been able to steam the fabric and remove the crease(s) on one of the chairs. Light steaming is considered a standard part of basic furniture deluxing within the normal practices of the retail furniture industry. While we make every effort to prepare and package all Kincaid Furniture to protect it during transit, we are not able to prevent all handling damage or any scratches, dents, etc. that occur once it has been un-packaged.
The local Kincaid Furniture representative [redacted] and others in the customer service department at Kincaid have been speaking with the client's interior designer through whom the purchase was made to assist with a desirable outcome for the consumer.