Whalen Furniture Manufacturing Inc

[A default letter is provided here which indicates your acceptance of the business's? response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello Mr. [redacted],  I've received your complaint and am researching the background on it.  I'll reply shortly with resolution. Regards,[redacted]VP OperationsWhalen

Dear Revdex.com, We certainly apologise for the inconvenience and issue caused here.  we have issued a full refund plus additional $100 as requested and apologized for the troubles an inconvenience. Regards,[redacted]Whalen Customer Information: [redacted] A [redacted]...

Street [redacted] , CA [redacted] Daytime Phone: (714) [redacted]Evening Phone: (714) [redacted]E-mail: wheeler_[redacted]@sbcglobal.net The details of this matter are as follows:Complaint Involves:Product Issues Customer’s Statement of the Problem: Entertainment unit has a manufactures defect in the way it was assembled. One of the doors to the unit broke the same day it was delivered. 4-5 weeks later same issue with the other door. The hinge was screwed into a seam between 2 pieces of wood. I called the manufacture and ex[laied teh problem and they admitted that it was a manufacture defect. They offered to send us a $50 check and seek out someone to re-drill the holes for proper placement -but once we do the manufacture warranty is void (unit is less than 4 mo. old). the second option was we needed to move the unit out of the house (400 lb unit) and take it to a salvation army or goodwill and donate it. We needed to send them a donation reciept but it must have unit specifications on it and an employees signature on it to get full reimbursement and even them if it was missing something it was not guaranteed reimbursement. We would have to wait 4-6 weeks for reimbursement. What I am suupose to put my TV for 2 months?Complaint Background:Product/Service: Entertainemtn unitPurchase Date: 3/21/2015P[redacted]lem Occurred: 3/25/2015Model: 60" wood High Table console BBHC60DCBAccount Number: [redacted]Order Number: [redacted]Talked to Company: 6/17/2015Talked to Company (2nd): 6/18/2015Talked to Company (3rd): 6/25/2015Name of Salesperson:  Purchase Price: $499.99Disputed Amount: $0.00 Desired Settlement:                       I would like reimbursement for the additional out of pocket expense of a new unit. I could not keep a broken product in my home since Whalen was not willing to stand behind it's craftmanship (when it was a manfacture defect), I needed to seek out another unit. The additional out of pocket for this for a new unit, delivery and haulaway was $100.00. I have a receipt I can provide to prove this as well.

We received a call from customer on 2/9/17, an order for a replacement table top was processed same day with reference #[redacted].  Customer was advised that item was shipping out 2/14/17 via Fed-Ex Freight and to expect to receive within 7-10 business days after 2/14. ...

Customer emailed notifying table top had arrived, that box had been hit with lift fork and demanded restitution.  Customer was asked to provide pictures and copy of store receipt to move forward with monetary compensation to keep unit As-Is.  Customer emailed pictures on 2/28/17 and store receipt 3/1/17.  He has accepted a monetary compensation in the amount of $80.00 US to keep unit As-Is.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hi [redacted],
First of all, I want to apologize on behalf of Whalen that you had to write to the Revdex.com to get a solution to your problem.  Our goal is to solve our customers problem in one phone call or email.  We clearly missed the boat on this one.  I talked to [redacted] today and his...

supervisor [redacted] about this issue.  The root cause was us - it was our inability to resolve this problem quickly.  [redacted] has apologized to me personally for taking care of this - as it goes against our training and goals as a department.
[redacted] cc:d me on his email to you notifying you that the check request has been submitted and will be sent to you.  I will follow-up with Accounts Payable to ensure your check is sent for full reimbursement.
Again, I am truly sorry we let you down twice - once with a product in need of replacing, and once in our attempt to solve the problem. 
Thank you for business, and I hope we have the opportunity to make a new first impression in the future.
Regards,
[redacted]
Director, Strategic Operations
[redacted]