Complaint: [redacted]I am rejecting this response because: The product was sold to me without any of the instructions to care for it nor was indicated to me that the product was inadequate from the start! I made the purchased for immediate use to entertain on Thanksgiving & Christmas. Never did I receive info on the care until I inquired & after the holidays! Also I was told I would receive a replacement by 2-21-16 and have not as of today 3-5-16. At this point I don't need to argue, maybe I just need a full refund because I'm not pleased with the product & it's going on 3 months. How much longer am I expected to wait? Easter will be here soon, another holiday. This is why I've asked for compensation, they think 20% was enough and I don't. Like I asked, how long do they get to utilize my money, while in return I have defected material here?
Sincerely,[redacted]
[redacted] Please See Attached Documents [redacted]
To Whom It May Concern,In the matter of Case# [redacted] pertaining to sales order# [redacted], customer has stated severalfacts regarding her dissatisfaction with her purchase. We contest many of these facts. [redacted].[redacted] purchased and picked up her...
merchandise 11/25/2015. [redacted] contacted our customerservice via email12/28 inquiring about leather care and submitted pictures to help us understand herconcerns. A return email was sent on 1/8/2016 with advice per the manufacturer regarding care of theleather. (EMAIL enclosed) The concerns reported are consistent with a natural leather productaging. We initiated a parts order in a good faith effort to work with the customer. The stoolspurchased are an import product which is handmade, lead time is generally 90-120 days or more.Wanderloot maintains no control over lead time in production. The customer was advised of the leadtime.Please find leather lingo below (as stated by the manufacturer):"With consistent use, your leather furniture will develop a beautiful natural patina and may darken orchange texture over the years. In order to maintain your leather, keep out of direct sunlight andaway from heaters or other direct heat sources. Never use detergents, polishes, leather preservers,or saddle soaps (these products may remove natural oils). Application of a pH neutral leatherconditioner as needed will help keep the leather in good condition (please apply as instructed). Dustusing a soft cloth dampened with distilled water or vacuum for routine maintenance. Many surfacescratches can be removed by rubbing with your fingertips the warmth of your hand releases naturaloils that help marks disappear. Please note, leather is a natural product so inconsistencies Inappearance and aging are part of the beauty of this material.Our industrial chic stools are topped with distressed honey leather. A unique and classic industrialpiece of furniture. This one-of-a-kind piece was handcrafted In the desert of Rajasthan by Indianartisans. Painstakingly made by hand, our craftspeople are carrying on age old traditions passeddown from generation to generation. We are dedicated to helping artisans connect with people whoappreciate the beauty of their furniture."
The new stools the customer will be receiving will also be of leather consistent with the originalpurchase. We are hoping that she will be satisfied with the appearance, however it may beimpossible to meet this customer's expectation as this is not a man-made material and satisfaction issubject to interpretation. It Is a normal expectation for inconsistencies to apply with any naturalleather product. And it is normal that natural leather requires care.Please note that in providing this customer with exceptional service, that we have offered to deliverand install the parts, once received, with no cost to the customer and at her convenience.Wanderloot takes pride in providing exceptional customer service. We adhere to standards widelyaccepted and commonly used within the furniture industry. As with any retailer, we extend anduphold to the customer the warranty provided by the manufacturer; the manufacturer warranties donot cover this reported issue, however her seats are being replaced as a good faith effort.Customer has not previously requested a billing adjustment. customer received 20% off the originalpurchase price at point of sale 11/24/2015.If there is any further information or documentation that we can provide, please don't hesitate tocontact our office and we will respond promptly. We anticipate a quick resolution to the complaint.Thank You for Your Attention in this Matter,
G. K[redacted] · Customer Service Manager
Corporate
[redacted]
Portland, OR 97211
Ph 503-459-4703 Fax 503-459-470
CC- [redacted]
Enclosures: Dated Email Correspondence
Complaint: [redacted]I am rejecting this response because: The product was sold to me without any of the instructions to care for it nor was indicated to me that the product was inadequate from the start! I made the purchased for immediate use to entertain on Thanksgiving & Christmas. Never did I receive info on the care until I inquired & after the holidays! Also I was told I would receive a replacement by 2-21-16 and have not as of today 3-5-16. At this point I don't need to argue, maybe I just need a full refund because I'm not pleased with the product & it's going on 3 months. How much longer am I expected to wait? Easter will be here soon, another holiday. This is why I've asked for compensation, they think 20% was enough and I don't. Like I asked, how long do they get to utilize my money, while in return I have defected material here?
Sincerely,[redacted]
[redacted] Please See Attached Documents [redacted]
To Whom It May Concern,In the matter of Case# [redacted] pertaining to sales order# [redacted], customer has stated severalfacts regarding her dissatisfaction with her purchase. We contest many of these facts. [redacted].[redacted] purchased and picked up her...
merchandise 11/25/2015. [redacted] contacted our customerservice via email12/28 inquiring about leather care and submitted pictures to help us understand herconcerns. A return email was sent on 1/8/2016 with advice per the manufacturer regarding care of theleather. (EMAIL enclosed) The concerns reported are consistent with a natural leather productaging. We initiated a parts order in a good faith effort to work with the customer. The stoolspurchased are an import product which is handmade, lead time is generally 90-120 days or more.Wanderloot maintains no control over lead time in production. The customer was advised of the leadtime.Please find leather lingo below (as stated by the manufacturer):"With consistent use, your leather furniture will develop a beautiful natural patina and may darken orchange texture over the years. In order to maintain your leather, keep out of direct sunlight andaway from heaters or other direct heat sources. Never use detergents, polishes, leather preservers,or saddle soaps (these products may remove natural oils). Application of a pH neutral leatherconditioner as needed will help keep the leather in good condition (please apply as instructed). Dustusing a soft cloth dampened with distilled water or vacuum for routine maintenance. Many surfacescratches can be removed by rubbing with your fingertips the warmth of your hand releases naturaloils that help marks disappear. Please note, leather is a natural product so inconsistencies Inappearance and aging are part of the beauty of this material.Our industrial chic stools are topped with distressed honey leather. A unique and classic industrialpiece of furniture. This one-of-a-kind piece was handcrafted In the desert of Rajasthan by Indianartisans. Painstakingly made by hand, our craftspeople are carrying on age old traditions passeddown from generation to generation. We are dedicated to helping artisans connect with people whoappreciate the beauty of their furniture."
The new stools the customer will be receiving will also be of leather consistent with the originalpurchase. We are hoping that she will be satisfied with the appearance, however it may beimpossible to meet this customer's expectation as this is not a man-made material and satisfaction issubject to interpretation. It Is a normal expectation for inconsistencies to apply with any naturalleather product. And it is normal that natural leather requires care.Please note that in providing this customer with exceptional service, that we have offered to deliverand install the parts, once received, with no cost to the customer and at her convenience.Wanderloot takes pride in providing exceptional customer service. We adhere to standards widelyaccepted and commonly used within the furniture industry. As with any retailer, we extend anduphold to the customer the warranty provided by the manufacturer; the manufacturer warranties donot cover this reported issue, however her seats are being replaced as a good faith effort.Customer has not previously requested a billing adjustment. customer received 20% off the originalpurchase price at point of sale 11/24/2015.If there is any further information or documentation that we can provide, please don't hesitate tocontact our office and we will respond promptly. We anticipate a quick resolution to the complaint.Thank You for Your Attention in this Matter,
G. K[redacted] · Customer Service Manager
Corporate
[redacted]
Portland, OR 97211
Ph 503-459-4703 Fax 503-459-470
CC- [redacted]
Enclosures: Dated Email Correspondence