WestChaseShops

We purchased 2 king size bench swings and ropes that were sold with it are not a sufficient hanging method. Bench swings are too heavy for ropes.
I purchased two king size bench swings from porch swing company and the first problem was upon unpacking them we received 7 ropes instead of 8. I contacted the company because we were ready to hang them at this time and found the order to be missing a rope. They sent the rope and we hung them once it arrived. Within a month the ropes stretched leaving the benches on the ground. We tightened them twice and again on the ground. I contacted the company regarding g this issue and got no response. I tried again and was given a number to text the issue to. The number I've been corresponding with is (XXX) XXX-XXXX. I did and the response was how to shorten and retie the rope. The rope is already half the diameter of what it was originally and looks like it will eventually snap. The rope quality is not sufficient to hold these heave bench swings and the benches should not be on the ground every few weeks because the ropes won't stop stretching. The ropes stretch as people are sitting on the benches and the bench slowly lowers scraping back of people's heels. I expressed to them my worry of them snapping and injuring someone on the bench. This is when I was told to purchase a different method to hang them. They should refund my money for the ropes that can't carry the weight of their benches so that I can purchase a better hanging method. It's at this point they stopped responding to me. These swing beds were over $8000 and they do not value their customers or the issues brought to their attention. These swing beds were only hung summer 2018 when our pergola was built for these swings, unpacked them and noticed we were only sent 7 ropes. The ropes are not able to hold the weight of these swing beds. Their answer to climb up a ladder and shore them up on blocks and retie the ropes every few weeks is unacceptable. A sufficient safe hanging method should be given or the eight ropes refunded at the very least.

It was painful to even offer one star. This company is a SCAM! What a tragedy! I was charged for a swing that I did not order. The one we ordered was much better than this one. This swing is not finished & has giant nails hanging out of it. I should have gone with ***!

We had several issues with our order of a hanging daybed swing and mattress/ cushion set.
Our complaints:
First, we initially placed the order in July 2018, were promised a 2 week delivery time by the website, but we did not receive the product until the end of August.
Second, the swing arrived damaged, the wood was cracked and dented, the paint was scratched and worn off, as shown by the attached photos, and the company refused to take our phone calls, but had the swing manufacturer call us and tell us that having the swing returned would cost him personally, as he would be responsible for shipping fees. So he offered to pay us $200 toward the cost of the repair of the damaged wood and paint. The cost of the daybed alone was $1712.98.
Third, the "back pillows" did not match the online website description, and are merely flat seat cushions, not actually "back pillows." Also, they do not even fit the daybed swing, but actually overhang the back of the daybed by more than 6 inches, as is evident is the attached photos. Similarly, the bolster pillows overhang the edge of the swing, also as seen in the photos. We were told by the company that "a couple of inches" of overhang should not be an issue. It is clear and quite obvious that cushion set was not designed for the daybed. The cost of the mattress/ cushion set was $1713.99.
We made over 40 calls, but there is no customer service support, and only a voicemail option. Our voicemails were not returned, our emails were not addressed. We asked to speak to a manager, and we were always told there was none available.
This is a small internet company which likely has never even seen the product they are selling, and do not want to take the time to address consumer complaints, but only return calls to customers for potential new sales. This was obviously a huge purchase for us, and we have still yet to receive an adequate response.

Purchased outdoor swing. Wood cracking. Center fold-down tray stuck in half open position, will not move. Company does nothing.
Hello, I paid almost $600 for an outdoor swing. I paid extra for a center fold-down tray, and paid extra for a white finish. In just a few months the center fold-down tray has become stuck and cannot fold nor be placed upright. The bench wood is cracking at the screws. The company does nothing except tell me it has swollen because it's outside. Of course it is outside - it is made to be outside. They said to sand it, but that would will ruin the finish for which I paid extra. Besides, I cannot even sand it when it will absolutely not move nor should I even have to do anything. It should be made properly and made to be outdoors when that is its only use. It is stuck in a semi-open position. I have contacted them multiple times. They do not respond to my emails at all. When I contact them via their online form, I get the identical response stating the issue is from it being outside and my having to sand it each time, as if it's automated. Very poor quality and customer service for almost $600.00 and a wait of weeks to receive it. This bench was expected to last for years and years and it has not even been a half of one year.

I placed my order on a Saturday Tried to get it cancelled on the Wednesday. Delivery is 9 -11 weeks so manufacture had not started yet..
Placed an order online October 20th 2018. received a notice which said it would take 9-11 weeks for delivery. Tried to get hold of a live person to discuss whether the swing could be hung with a rope as I dont want a chain. You are directed to their website. I eventually received an e-mail on the wednesday which said they could not do the rope, I immediately told them to cancel the order, was then told via a cancellation policy that I would be forfeiting 25% bearing in mind there is no way they have even started the manufacturing of the swing at this point. I told them I would be open to another option on the swing as long as it was similar and could be suspended with rope, I was then sent a telephone number for the manufacturer XXX-XXX-XXXX I called but have not heard back from the person... so they take your 25% and move on to the next person. I placed the order with the porch swing company, when I tried to cancel with them they sent me the number referred to earlier with no contact info just a telephone number. I paid $561.73 with a visa card. The order number is XXXXXXXXX.

1. No delivery in reasonable timeframe.
2. Lack of sales or customer support.
3. No transparency as to company (silly me for not checking Revdex.com)
Ordered porch swing and associated hardware 4 June, processed 5 June, 2018. 31 August and still no porch swing and its equipment. When one dials the toll free number, the customer is directed back to the website to check on order status. When customer inputs the correct order number, surname and email, the online help does not recognize the order. In short, an endless loop with no mechanism to truly contact or communicate with the merchant, with last attempt 31 August, though merchant will not be able to corroborate that date given above communication options they provide. I have contacted Visa who will also be requesting merchant refund.

From: ***
***
*** XXXXX
XXX-XXX-XXXX

BUSINESS ADDRESS: It's not on their website, but it is on yours:

***ChaseShops
***
*** XXXXX

Initially I tried calling multiple times and finally filled out the webform.

I was able to obtain a callback once or twice, and I thought we were on the way to resolution. Unfortunately, whatever I initiated with the webform customer service did not appear to be in sync or comunicating with the woman who helped me. Our back and forth escalated when I informed the webmail generic customer service that I would be disputing the credit card charges until we resolved the issue. I welcomed them to call me again. TheY refused.

The original issue is as follows. Should you like copies of all the emails, and the voice mail memo I can happily provide.

1) I ordered an outdoor couch. I selected something called "liftgate service" for $75. Please see attachment titled "Liftgate." It was offered as an alternative to "Free curbside delivery." As I understand anything, curbside is curbside, ie, they leave it curbside. Anything in addition gets the furniture into your house. I understand there are limitations, but I have an elevator, and based on that description I thought I was paying for more than someone to dump it on my sidewalk.

2) I learned that "free curbside delivery" means that they park and I would have to remove the item myself.

I learned that when FEDEX called me a week earlier than expected. Tuesday the 19th.

My order was supped to take an extra week to prepare/ship (see attached, "DELIVERY TIME." I expected approximately 2 weeks, business days only.

FEDEX called to arrange delivery this past Monday. I was horrified to discover that they only planned to leave 250 pounds of boxes on the sidewalk, in MANHATTAN where I live. FEDEX advised me that I had paid for the service of them removing the items from the truck to the sidewalk. That's it.

I asked them to hold the package until I could resolve the issue. After multiple unanswered calls to west chase/ porch swing - I wrote to the webform again and asked them to cancel the order.

On Tuesday the 19th, a customer service rep names Darlene called me twice and listened to me. She was lovely and I explained my confusion over the delivery method. She managed to have to company pay for a "white glove service" to bring the items upstairs for me. Attached is her voice mail confirming that.
She said that the white glove service would contact me the following day (WED June 20th) to arrange everything.

3) Here's where it gets nasty. At this point the webform automated customer service, which clearly had no idea what Darlene was doing for me, was still after me for my return request, and insisting I pay for shipping and restocking fees.

We went back and forth about Darlene. At some point they informed me that they do not assemble and their "white glove service " requires a freight elevator....I can send you all of the messages if you want. I was angry. I'm sure I was a little rude, but I'm still convinced an automated system was reading and responding to my emails. And no one ever called me to arrange the supposed white glove service anyway. I told them I would dispute credit card charges unless this was resolved over the phone. They refused. They instructed ME TO CALL FEDEX and arrange the "white glove service" they had promised me over the phone. They gave me a number. It was wrong. They gave me specifications on the size to give FEDEX re. the delivery requirements.

They gave me no order number. I can send you those emails too, if you like.

4) Yesterday I called FEDEX with the number they provided. Wrong number. We got to the bottom of it and FEDEX confirm that they had no indication from *** Porch Swings to offer me any kind of "white glove" delivery and on top of it, the item was already being processed for return.

The email below is my most recent interaction with the automated customer service webform for this company. I also attached it in pdf. It's true, I am a reverend by the way.

5) WHAT do I want? At this point I have no idea what the company is doing.
I want to be sure they do not attempt to charge me for the return, as I NEVER AUTHORIZED IT, and in which case I expect a full refund of $1659.96.

Alternatively, I want what they promised. A delivery to my home (with or without assembly) that is arranged in advance by phone. In this case I will keep the product. No problem at all. I do think their company lacks transparency and definitely has zero real customer assistance.

Please let me know what else you require and thank you for your patience.

the tone of some of my emails is nasty, but please understand there was never the sense of a human being listening. I felt desperate. I do not undesrtand on on Tuesday a nice woman could help me and the next day the automated system would take over and destroy all the progress.

***

On Fri, Jun 22, 2018 at 8:43 AM,
Thank you for providing us with this information, but we will also need for you to provide us with some additional information, if you intended to use this email as a formal complaint. We will need full names, and complete mailing addresses for both parties, your complaint, and what you want as a resolution.

From: ***
Sent: Thursday, June 21, XXXX X:XX PM
To: ***ChaseShops ***
Cc: ***
Subject: Re: WHITE GLOVE DELIVERY? Never Called.

Dear all,

For ease of communication - some people's email stacks most recent up top - here is the most recent note from *** Chase, AKA Porch Swing Company to me. You can also follow the thread from previous messages. AS you can imagine, I became very frustrated and sad. Phone calls, on the other hand were incredibly productive, although I fear that promises were made that *** Chase never had any intention of keeping, hence my attached voice mail memo.

My responses in BOLD, BLUE.

Yes, FedEx is our only carrier that we have contract with in your area. They will be completing the inside delivery per the details outlined below:

YOUR CUSTOMER SERVICE PROMISED ME A WHITE GLOVE COMPANY WOULD CALL ME YESTERDAY TO ARRANGE DELIVERY INSIDE MY HOME. ATTACHED IS THE VOICE MAIL FROM DARLENE IN YOUR OFFICE. NO ONE CALLED. AFTER MANY CALLS AND EMAILS FROM ME TO YOU, AND INTIMIDATING IMPERSONAL EMAILS FROM YOU, I CONTACTED FEDEX AS PER YOUR ORDERS. FEDEX MAINTAINS THAT THEY DO NOT OFFER THIS SERVICE.

The white glove delivery would include liftgate service on the truck and inside delivery. The item arrives on a pallet and the driver would have a pallet jack to move the pallet. He would need to have direct access to the inside (driveway, walkway, or sidewalk) that would accommodate the pallet and pallet jack. He would use the pallet jack to load the item into a freight elevator (must be freight elevator due to the size) and would deliver it to your desired floor as long as he has access in the hallway. It does not include any stairs or assembly service. This is the only white glove service available. Any additional requirements would have to be arranged by yourself.

YOUR CUSTOMER SERVICE PROMISED ME A WHITE GLOVE COMPANY WOULD CALL ME YESTERDAY TO ARRANGE DELIVERY INSIDE MY HOME. ATTACHED IS THE VOICE MAIL FROM DARLENE IN YOUR OFFICE. NO ONE CALLED. AFTER MANY CALLS AND EMAILS FROM ME TO YOU, AND INTIMIDATING IMPERSONAL EMAILS FROM YOU, I CONTACTED FEDEX AS PER YOUR ORDERS.

You can confirm this information with FedEx directly at XXX-XXX-XXXX - THIS WAS THE WRONG NUMBER. I SPOKE TO A LOVELY LADY NAMED FRAN, WHOO TRANSFERRED ME TO CLARA IN FREIGHT, AT FEDEX.

You will need to provide them with the item dimensions: THEY (FEDEX) DID NOT HAVE ANY RECORD OF ANY DELIVERY TO MY HOME AS YOU DESCRIBE ABOVE (WHITE GLOVE, UPSTAIRS WITH ACCESS TO THE HALL) THEY DO NOT OFFER WHITE GLOVE SERVICE EXCEPT FROM COMPANY TO COMPANY. NOT RESIDENTIAL.

THEY DID HOWEVER SHOW THAT YOU HAD INITIATED A RETURN, WHICH I EXPLICITLY DID NOT AUTHORIZE. IF THIS IS THE CASE, I EXPECT A FULL REFUND, NOT ONE PENNY LESS THAN I PAID. HOWEVER, AS I ALWAYS STATED, I PREFER TO HAVE THE PRODUCT.

Phone Number: 800.332.0807 - WRONG NUMBER. FRAN TRANSFERRED ME TO CLARA.

Dimensions: 108"L 44"W 17"H and 250 lbs. CLARA COULD NOT TAKE THIS INFORMATION FROM ME AS SHE IS NOT AUTHORIZED TO OFFER A WHITE GLOVE SERVICE TO ME OR ANYONE, AND INSISTED WEST CHASE/ PORCH SWING HAD ALREADY INITIATED A RETURN.

If this courtesy service (not ordered or paid for) is not acceptable to you we can happily have your order delivered with the liftgate service originally ordered and you can contract your own moving company to complete the final destination delivery and assembly. - AS PER DARLENE'S VOICE MAIL, WHICH I HAVE ATTACHED, IT WAS ORDERED, AND PAID FOR, BY YOUR COMPANY (WEST CHASE/ PORCH SWING). ALSO, IT WOULD HAVE BEEN PERFECTLY ACCEPTABLE HAD YOU ACTUALLY HAD THE WHITE GLOVE SERVICE CONTACT ME YESTERDAY TO ARRANGE DELIVERY, AS PROMISED. INSTEAD I RECEIVED NO CALLS AND HAD TO FOLLOW UP MYSELF, AT WHICH POINT YOUR ABUSIVE AND AUTOMATED EMAIL SERVICE TOOK OVER AGAIN.

This will be our last correspondence regarding this matter until you confirm you can accept the terms as outlined above. I CANNOT CONFIRM, AS I CONTACTED FEDEX AND THEY TOLD ME THE PRODUCE IS BEING RETURNED, WHICH I NEVER AUTHORIZED. I WOULD HAVE CONFIRMED AS SOON AS THE WHITE GLOVE SERVICE, OR FEDEX, OR WHOEVER IT WAS SUPPOSED TO BE, CALLED ME TO ARRANGE THE DELIVERY TO MY HOME, AS PROMISED, BY YOU, WEST CHASE/ PORCH SWING, AND AS REFERENCED IN THE ATTACHED VOICE MAIL.

There are no other options available. - YES THERE ARE. YOU COULD HIRE A WHITE GLOVE SERVICE, AS PROMISED, AND HAVE THEM CONTACT ME, AS PROMISED. SAID COMPANY CAN GET THE ITEM INTO MY HOME, AND FROM THERE, ANY ASSEMBLY IS MY RESPONSIBILITY. THAT IS ALL I EXPECTED.

YOU LIED ABOUT OFFERING ME A SERVICE AS A COURTESY. THERE ARE NO OPTIONS AVAILABLE TO ME OTHER THAN TO PAY YOU TO RETURN THE ITEM I VERY MUCH WOULD LIKE TO HAVE. I DO NOT AUTHORIZE THIS RETURN AND I CERTAINLY DO NOT AUTHORIZE ANY PAYMENT ON MY CREDIT CARD AND EXPECT 100% PERCENT REFUND, IF YOU ARE IN FACT RETURNING THE ITEM WITHOUT ATTEMPTING TO DELIVER WITH THE WHITE GLOVE SERVICE YOU PROMISED TO ME.

If we don't receive a reply today( WHEN? ) storage fees will be accessed by the carrier starting tomorrow 06/22 and will be applied to your original payment method at $75/daily. We will provide all storage fee invoices directly from the carrier as verification that it is a charge they access. - HERE IS MY REPLY! I WAS TOLD BY FEDEX THE ITEM WAS ALREADY BEING RETURNED. THANKS CLARA AT FEDEX FOR YOUR PATIENCE.

Lastly, we can happily have the item delivered per your original order with Liftgate service which was clearly outlined on the product page and order confirmation as "Liftgate is an additional service when a loading dock or manual unloading is not available. A liftgate is a platform at the back of the truck that can raise and lower a shipment from the truck to the ground." - I WILL HAPPILY ACCEPT THE ITEM WITH THE WHITE GLOVE SERVICE YOUR CUSTOMER SERVICE PROMISED TO ME, AS SOON AS THE WHITE GLOVE SERVICE CALLS ME TO ARRANGE IT, AS PROMISED.

This will be our last correspondence regarding this matter until you confirm you can accept the terms as outlined above or wish to return your order in accordance with our Standard Return Policy. - WELL, CONSIDER THIS MY RESPONSE.

Fedex tracking number: XXXXXXXXXX)

XXX-XXX-XXXX

CALL ME FOR ALL CLARIFICATIONS NECESSARY, BUT IDEALLY NOT DURING WORLD CUP MATCHES. I AM A REVEREND, AND IT IS WEDDING SEASON, SO I APOLOGIZE IF I MISS YOU THE FIRST TIME.

***

On Thu, Jun 21, 2018 at 2:04 PM, ***ChaseShops wrote:

Yes, FedEx is our only carrier that we have contract with in your area. They will be completing the inside delivery per the details outlined below:

The white glove delivery would include liftgate service on the truck and inside delivery. The item arrives on a pallet and the driver would have a pallet jack to move the pallet. He would need to have direct access to the inside (driveway, walkway, or sidewalk) that would accommodate the pallet and pallet jack. He would use the pallet jack to load the item into a freight elevator (must be freight elevator due to the size) and would deliver it to your desired floor as long as he has access in the hallway. It does not include any stairs or assembly service. This is the only white glove service available. Any additional requirements would have to be arranged by yourself.

You can confirm this information with FedEx directly at XXX-XXX-XXXX

You will need to provide them with the item dimensions:

Phone Number: ***
Dimensions: 108"L 44"W 17"H and 250 lbs.

If this courtesy service (not ordered or paid for) is not acceptable to you we can happily have your order delivered with the liftgate service originally ordered and you can contract your own moving company to complete the final destination delivery and assembly.

This will be our last correspondence regarding this matter until you confirm you can accept the terms as outlined above. There are no other options available. If we don't receive a reply today storage fees will be accessed by the carrier starting tomorrow 06/22 and will be applied to your original payment method at $75/daily. We will provide all storage fee invoices directly from the carrier as verification that it is a charge they access.

Lastly, we can happily have the item delivered per your original order with Liftgate service which was clearly outlined on the product page and order confirmation as "Liftgate is an additional service when a loading dock or manual unloading is not available. A liftgate is a platform at the back of the truck that can raise and lower a shipment from the truck to the ground."

This will be our last correspondence regarding this matter until you confirm you can accept the terms as outlined above or wish to return your order in accordance with our Standard Return Policy.

From: ***
Sent: Thursday, June 21, XXXX X:XX PM
To: ***
Cc: ***@newyork.Revdex.com.org
Subject: Re: WHITE GLOVE DELIVERY? Never Called.

THIS IS FEDEX. NOT WHITE GLOVE.

THEY ARE NOT ANSWERING.

YOU PROMISED THEY WOULD CALL ME YESTERDAY.

I AM STILL WAITING FOR THAT CALL.

Sent from my computer phone

On Jun 21, 2018, at 13:06, *** wrote:

Thanks for the follow-up. Yes, we have happily included the carrier phone number below. Feel free to contact them to confirm available services. As we have previously stated they do not provide assembly services and will not deliver up stairs. To confirm if your elevator will work we have included the dimensions below of the shipment.

Phone Number: ***
Dimensions: 108"L 44"W 17"H and 250 lbs.

Once you confirm that you will accept the delivery and your freight elevator will accommodate this shipment we will authorize the shipment and they will contact you to schedule the delivery. Thanks again.

Thanks for the follow-up. Yes, FedEx did not call you for the inside delivery as you informed them you require assembly. DARLENE, FROM YOUR CUSTOMER SERVICE PROMISED ME THE WHITE GLOVE SERVICE WOULD CALL ME YESTERDAY TO SCHEDULE. THEY DID NOT.

That is not a service that they offer so they are unable to schedule delivery for something they cannot provide. THAT IS CORRECT. THAT THIS WHY YOU PROMISED TO HAVE A REAL WHITE GLOVE SERVICE CONTACT ME YESTERDAY, WHICH THEY NEVER DID.

The item was not advertised with assembly services. Nor did you pay for assembly services. THE SERVICES WERE NOT OFFERED. YOUR COMPANY PROMISED TO OFFER THEM TO ME FREE OF CHARGE. ATTACHED, AGAIN IS THAT CONFIRMATION.

We have attached a photo showing a standard freight elevator. THIS IS NOT MY OR YOUR RESPONSIBILITY. I AWAIT THE WHITE GLOVE SERVICE COMPANY TO CONTACT ME, AS YOU PROMISED THEY WOULD, AT WHICH POINT THEY CAN DETERMINE WHETHER OR NOT MY ELEVATOR WORKS.

The freight elevator must accommodate the item, pallet and pallet jack so the driver may complete the delivery. If you can confirm you have a freight elevator that would accommodate your order and that you no longer require any assembly assistance we will notify the carrier to contact you to schedule the appointment. Thanks again. - I DO REQUIRE ASSEMBLY SERVICE AND AM WILLING TO PAY FOR IT, BUT AS OF YET, BECAUSE THE WHITE GLOVE SERVICE YOU PROMISED TO PAY FOR AND PROMISED WOULD CALL ME, HAS NOT CONTACTED ME, I HAVE NO IDEA HOW MUCH IT WILL BE OR IF THEY CAN EVEN COME.

Again the freight elevator and inside delivery is not noted on our website as it is not a service that we offer. - I KNOW. THIS ALL CAME UP FROM YOUR EMAIL AUTOMATIC TEAM. THE WHITE GLOVE SERVICE YOU PROMISED ME, NEVER GOT IN TOUCH, SO THEREFORE I HAVE NO WAY TO CONFIRM THIS IS A POSSIBILITY. YOU PUT ME IN AN IMPOSSIBLE SITUATION AND SEEM TO BE PROFITING FROM RETURN FEES.

You did not pay for these services. I KNOW. You paid for liftgate service with delivery to your curb outside your residence. THAT WAS NOT CLEAR. THAT IS WHY DARLENE FROM YOUR CUSTOMER SERVICE COMPANY OFFERED TO PROVIDE WHITE GLOVE SERVICE TO ME, BUT AS OF YET THEY HAVE NOT CONTACTED ME TO SCHEDULE IT OR DETERMINE WHAT IS NEEDED.

We as a one-time courtesy offered this additional service to you, but per your previous correspondence said you can't accommodate this delivery method. NO! THAT IS LIE. OR YOUR AUTOMATED EMAIL TEAM CANNOT UNDERSTAND.

YOU CREATED THE PROBLEM WITH THE ELEVATOR. I HAVE NO IDEA ABOUT FREIGHT ELEVATORS. I AM A SINGLE WOMEN LIVING IN MANHATTAN TRYING TO GET A COUCH INTO MY HOUSE AND YOU ARE FIGHTING ME EVERY STEP OF THE WAY.

Please advise. I REPEAT, WHEN THE WHITE GLOVE SERVICE CALLS ME, AS YOU PROMISED THEY WOULD DO YESTERDAY..... WE CAN DETERMINE HOW AND IF YOUR PRODUCT CAN EVEN BE BROUGHT INTO MY HOME.

KINDLY,
XXX-XXX-XXXX

On Thu, Jun 21, 2018 at 11:59 AM, *** wrote:
Thanks for the follow-up. Yes, FedEx did not call you for the inside delivery as you informed them you require assembly. That is not a service that they offer so they are unable to schedule delivery for something they cannot provide. The item was not advertised with assembly services. Nor did you pay for assembly services.

We have attached a photo showing a standard freight elevator. The freight elevator must accommodate the item, pallet and pallet jack so the driver may complete the delivery. If you can confirm you have a freight elevator that would accommodate your order and that you no longer require any assembly assistance we will notify the carrier to contact you to schedule the appointment. Thanks again.

Again the freight elevator and inside delivery is not noted on our website as it is not a service that we offer. You did not pay for these services. You paid for liftgate service with delivery to your curb outside your residence. We as a one-time courtesy offered this additional service to you, but per your previous correspondence said you can't accommodate this delivery method.

Please advise.
From: *** (mailto:***@gmail.com)
Sent: Thursday, June 21, XXXX XX:XX AM

Subject: Re: WHITE GLOVE DELIVERY? Never Called.

Thanks for the follow-up.

Are you even reading the emails from the past few days? This is going on way too long and it is clear you have no intention of getting to the bottom of it, or you would have simply called me back.

I rang your corporate office again this morning to leave a message. Nothing.

YOU:
"Again, we have not advertised or sold any product or service that wasn't 100% accurately described. We clearly note on the product page the Delivery Methods available and that the item requires assembly. Again as a one-time courtesy we even offered to incur $395 in additional costs to provide additional delivery services not paid for but this method is still not acceptable to you." NO THAT IS A LIE. I AM STILL WAITING FOR THE WHITE GLOVE SERVICE TO CONTACT ME AND EXPAIN THEIR SERVICE. Someone like you has perpetuated the idea that I do not have the right elevator (freight) to receive the white glove service.... therefore how COULD IT BE acceptable to me? ANSWER the question.

YOUR CUSTOMER SERVICE offered white glove service to me. Please find (again) the voice mail I received confirming it. NO ONE CALLED. YOUR EMAIL SERVICE HAS NOW PLANTED THE IDEA THAT I DO NOT HAVE THE RIGHT ELEVATOR. THIS WAS NEVER CONFIRMED AS THE WHITE GLOVE SERVICE YOU OFFERED, NEVER CALLED ME TO ARRANGE ANYTHING.

Had they, I might understand whether or not my elevator is bi enough, and in that case, I could decide whether it was "acceptable." LITERALLY, if I cannot accept the product because the delivery service you have offered me (in the voicemail, a promise from your office) does not call me to schedule, and your email team has informed me (without even asking how big my elevator is) that no service will deliver without a freight elevator, and thus my only conclusion is that you PREFER I return the item, and profit on the return fees.

How could you?
***
XXX-XXX-XXXX

Kindly stop treating this like some sort of automation exercise and call me to figure it out.

***,

Thanks for the follow-up. We do not offer inside or white glove delivery on our website. We only offer curbside delivery and lift gate service as noted. Your order was only ordered with Liftgate service. Again as noted on the product page Liftgate is an additional service when a loading dock or manual unloading is not available. A liftgate is a platform at the back of the truck that can raise and lower a shipment from the truck to the ground. It does not imply inside delivery or assembly services.

We can happily have the item delivered with the service you paid for (lift gate service). You would be responsible for getting the item from your curb to its final destination. This is clearly outlined on the product page and is the service you paid for. See Exhibit 1.1. This is also clearly noted on your order confirmation.

As a one-time courtesy and at a cost of $395 to us we found a company that would provide white glove delivery for you. We have outlined what this service would include below.

The white glove delivery would include liftgate service on the truck and inside delivery. The item arrives on a pallet and the driver would have a pallet jack to move the pallet. He would need to have direct access to the inside (driveway, walkway, or sidewalk) that would accommodate the pallet and pallet jack. He would use the pallet jack to load the item into a freight elevator (must be freight elevator due to the size) and would deliver it to your desired floor as long as he has access in the hallway. It does not include any stairs or assembly service. This is the only white glove service available. Any additional requirements would have to be arranged by yourself.
This white glove service above is not shown or available on the website. We as a one-time courtesy and a cost of $395 offered it to you. You did not pay for this service.

Again, we have not advertised or sold any product or service that wasn't 100% accurately described. We clearly note on the product page the Delivery Methods available and that the item requires assembly. Again as a one-time courtesy we even offered to incur $395 in additional costs to provide additional delivery services not paid for but this method is still not acceptable to you.

See Exhibit 1.3. This shows how our items ship. They ship on a large pallet and due to their size and weight the driver must use their pallet jacket to move it. With inside delivery they must have a freight elevator to accommodate. This is not a moving company that can simply turn a couch/bed on it's side to fit in a standard elevator. Again this isn't even a service you paid for but we are showing you the clear limitations when comparing them to your standard moving company you have previously referenced.

To be 100% clear we can happily have the item delivered per the services you paid for and is clearly noted on the product page and your order confirmation. That was Liftgate service only.

We feel we have went above and beyond to attempt to get this item delivered to you. Unfortunately, we will not be responsible that you did not read what delivery methods were paid for and that the item requires assembly. These are both clearly noted and detailed on the product page. We will accept the item under our Standard Return Policy as previously outlined. We will notify the carrier you wish to return. Thanks again.

We can happily provide any agency clear documentation of what services were advertised and what services you paid for. They will clearly see we have been more than accommodating and have even offered additional services that were not ordered or paid for.

Please let us know when you can accept the delivery per the lift gate service paid for and we will happily notify the carrier to see if that time is available.

Subject: WHITE GLOVE DELIVERY? Never Called.

Dear Corp,

I hope this emails finds its way into human hands, rather than the apparent robots looking for and responding to key words.

It seems you are more concerned with obtaining return fees from me, than assisting me in receiving your product. This is a very worrisome practice. Are you perhaps in collusion with a shipping company? I just don't understand why your email team is making it so difficult for me to get this product and working hard for me to return it and pay you more, for something I cannot (according to your email automation, not the actual white glove service which never called me) possibly ever get into my home.

I find most anything can be resolved over the phone when two people speak.

Please find attached Darlene's voice mail confirming a white glove service would be in touch yesterday. Unfortunately they never called me.

Darlene was a joy. I was ready to accept the white glove service you offered and was expecting a call yesterday. Nothing ever came. Instead, in the course of several emails yesterday the subject of a freight elevator came up. You know I live in Manhattan?

How many people have a freight elevator? Is that normal? It is not mentioned on your website as a qualifier. I attach a screen shot of the shipping section on my product. It is not mentioned anywhere in the specifications sections either.

http://www.theporchswingcompany.com/a-l-furniture-co-traditional-english-red-ced...⇄ />
THAT was definitely not included anywhere in my purchase confirmation. I just went back to the page and checked to be sure. There was not a word about freight elevators. I have a normal elevator and my double bed got in here no problem. Your product is a twin size. People move furniture into my building every day, so I cannot imagine why you require a freight elevator without mentioning that anywhere.

As you were so accommodating about offering a free-of-charge white glove service that I now realize is not even permissible or possible in any way since I live on the 6th floor of a residential building in MANHATTAN with a normal, not freight elevator,

I would expect the ethical thing to do, since you can no longer deliver on your very kind promise of white glove service, that you cover the return costs in their entirely instead.

Had I known it would be literally IMPOSSIBLE, to get your product into my home, due to my lack of a freight elevator, which is never mentioned as a specification, I would never have purchased it to begin with. Maybe, had your white glove service called me as Darlene promised they would, yesterday, they could have explained to me what a freight elevator is. And if I have one. Beds and couches come up my elevator all the time. Maybe I have a freight elevator and don't even know it?

HAD YOU DELIVERED ON YOUR PROMISE TO HAVE A WHITE GLOVE SERVICE CALL ME YESTERDAY, all would probably have become clear.

Pity. I was looking forward to it.

Please let me your next move. Unless you can find viable solution. All I can think of is you telling me it is my responsibility to make sure there are "limited access" issues, as per your website. However, I have never known the delivery of a couch or a bed or anything similar to be "limited" in my building, so unless your website specifies that delivery requires a freight elevator that I may not have, I would assume it was a normal furniture delivery, whether or not I pay for it.

Surely you understand.

I await your reply,

Best,
***
XXX-XXX-XXXX

A poor company to do business with. I placed an order in December 2017. The item I purchased had a note on it saying it wouldn't ship until January 15th 2018. In early February after not receiving my item I tried to contact the Westchase shops through their website, after not hearing anything for 2 more weeks I tried again. After another week I contacted Paypal since I paid for my item through them. 2 weeks later I received my item figuring that Paypal had got my item shipped. Apparently Westchase shops ignored Paypal as well as me. Paypal then canceled the payment to Westchase shop since they heard nothing. Westchase woke up a week later & realized the payment had been canceled & sent me a nasty letter saying they were going to file a small claims case against me in Florida for not paying them. This all could have been avoided if Westchase had just responded to either me or Paypal. Don't do business with this company. If I could rate them with zero stars I would!