Revdex.com: Let it be known that in his latest response to the Revdex.com this is the first time Mr [redacted] has offered to pay for the shipping on a replacement load and to ship the first load back with no additional costs to me He first offered to replace the load if I paid for the shippingThat was not acceptable Then he put the blame on me for not refusing the shipment when it arrived lateAlso not acceptable and simply poor customer service You'd think a small new company trying to build a reputation in their business would have better customer service and not blame a customer for their logistics problems and poor quality product I still contend that the pictures of the product they represented I was buying is not what arrived How can they refute this? Mr [redacted] agreed when I sent the pictures side by side in an email Had he offered to replace the entire load with no additional costs to me in the first place this could have been resolved much earlier I accept the offer on the following conditions: that the replacement load of sq ft is planed, ripped, clean, ready to be installed upon arrival and metal free Also, I reserve the right to inspect the entire load upon arrival before I accept it and before the first load is removed If Mr [redacted] accepts these conditions complaint ID [redacted] will be considered resolved and satisfactory to me Regards, [redacted]
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.
I have retained legal representation and Mr. [redacted] has not responded to my request for a refund or made arrangements to get what he shipped to me shipped back to Wisconsin. He has until March 10, 2015, to respond or further action will be taken. Mr. [redacted] seems to think it is the shipping company's fault for the condition of the product. His claim with LME, Inc. was rejected. I contend that although the shipping company can be blamed for broken boards, they can't be blamed for the poor condition of the entire load. I purchased the product based on the pictures Mr. [redacted] provided to me and the product was to be "install ready." As you can see by the pictures of what they represented and what I received the wood was not only damaged but not close to being "install ready" without further milling and preparation. This seems pretty cut and dry to me and it astounds me that a new company such as Wisconsin Reclamation Project, would not take full responsibility for this whole situation and make is right. Horrible customer service. Instead they've shifted the blame on me, the consumer, for accepting the shipment in the first place. I had to miss work in order to be home when the shipment arrived after it was almost 2 weeks late and Mr. [redacted] couldn't tell me why it was late or even where it was. I finally located it myself. If my wife was home and I wasn't at the time the wood arrived she would have accepted the shipment as well. If that was the case, how could he blame her? So the fact I accepted the deliver is moot. After the load took so long to arrive I wasn't thinking I should or could reject the delivery. I asked the driver if the wood had been left outside or something and he had no idea. He opined that it was loaded onto his truck at a warehouse in Chicago. He couldn't tell what the original condition of the wood was, he was just a driver. Mr. [redacted] contends when it left the farm it was "install ready." I don't think I should be blamed for what happened in between the farm and eventually my garage.
I dread the day I first emailed Mr. [redacted]. He has caused me much stress and taken all the fun out of a small project which I am now 6 weeks behind.
Regards,
[redacted]
1.
font-size: 7pt; font-family: 'Times New Roman';"> Attached is our pending claim currently under review with the logistics company {LME, Inc.} that damaged our materials en route to Mr. [redacted]. We initiated this claim after speaking with John, receiving his complaint and accompanying photos and learning about the damage.
2. We’ve been communicating with [redacted] and have made numerous attempts to address his concerns fairly and get him made whole. In fact, our last correspondence w/John was on Monday, February 9th and we asked that he inspect the lumber and put aside any and all affected materials and we’d be happy to replace them. He indicated that he hasn’t had the time to go through the load. I was waiting on feedback from him re: the materials inspection. Our product is a job specific, customized product derived from wood that is 100+ years old. The wood was inspected, qualified, lead paint tested and moisture tested before leaving our facility. We are a young company and pride ourselves on delivering an excellent product with excellent customer service. That said, offering refunds is not consistent with industry standards. We’re still prepared to replace any / all of the affected boards to satisfy the customer. We’re disappointed with the complaint and are committed to rectifying the situation.
3. We are even prepared to swap out the entire load and only ask that Mr. [redacted] pay for shipping. In this instance, we would ship the material ourselves and are asking only for the costs associated.
Revdex.com:
Let it be known that in his latest response to the Revdex.com this is the first time Mr. [redacted] has offered to pay for the shipping on a replacement load and to ship the first load back with no additional costs to me. He first offered to replace the load if I paid for the shipping. That was not acceptable. Then he put the blame on me for not refusing the shipment when it arrived late. Also not acceptable and simply poor customer service. You'd think a small new company trying to build a reputation in their business would have better customer service and not blame a customer for their logistics problems and poor quality product. I still contend that the pictures of the product they represented I was buying is not what arrived. How can they refute this? Mr. [redacted] agreed when I sent the pictures side by side in an email.
Had he offered to replace the entire load with no additional costs to me in the first place this could have been resolved much earlier.
I accept the offer on the following conditions: that the replacement load of 190 sq ft is planed, ripped, clean, ready to be installed upon arrival and metal free. Also, I reserve the right to inspect the entire load upon arrival before I accept it and before the first load is removed.
If Mr. [redacted] accepts these conditions complaint ID [redacted] will be considered resolved and satisfactory to me.
Regards,
I received a letter from Mr. [redacted]’s attorney, as well as his follow up note/complaint. We remain committed to replacing damaged boards and have even offered to replace the entire load in an attempt to appease the customer {and we’ll pay for shipping the new load down to Mr. [redacted], as well as picking up the rejected load and shipping it back}. Money back guarantees and refunds are atypical {virtually non-existent} in our business. In fact, nearly every reclaimed wood supplier has a lengthy disclosure on their website talking about the conditions and nature of the material and how there are no guarantees made or refunds given {please click on the below link for Trestlewood’s return policy}. It costs our company a great deal of time energy and resources to process, custom mill, prep and ship materials. We aren’t shipping a widget that we have on hand. We’re custom milling a product to a customer’s exact specifications. That said, we are a young company and pride ourselves on excellent customer service, as well as an excellent product at a fair price. Frankly, I’m a little surprised Mr. [redacted] isn’t amenable to our good faith efforts to replace his order and make him happy.
[redacted]
I could paste more industry standard return policies, but they’re fairly consistent. The bottom line is that we want to do right by Mr. [redacted] we just aren’t comfortable acquiescing to his money back demand. Thank you,
Revdex.com: Let it be known that in his latest response to the Revdex.com this is the first time Mr [redacted] has offered to pay for the shipping on a replacement load and to ship the first load back with no additional costs to me He first offered to replace the load if I paid for the shippingThat was not acceptable Then he put the blame on me for not refusing the shipment when it arrived lateAlso not acceptable and simply poor customer service You'd think a small new company trying to build a reputation in their business would have better customer service and not blame a customer for their logistics problems and poor quality product I still contend that the pictures of the product they represented I was buying is not what arrived How can they refute this? Mr [redacted] agreed when I sent the pictures side by side in an email Had he offered to replace the entire load with no additional costs to me in the first place this could have been resolved much earlier I accept the offer on the following conditions: that the replacement load of sq ft is planed, ripped, clean, ready to be installed upon arrival and metal free Also, I reserve the right to inspect the entire load upon arrival before I accept it and before the first load is removed If Mr [redacted] accepts these conditions complaint ID [redacted] will be considered resolved and satisfactory to me Regards, [redacted]
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.
I have retained legal representation and Mr. [redacted] has not responded to my request for a refund or made arrangements to get what he shipped to me shipped back to Wisconsin. He has until March 10, 2015, to respond or further action will be taken. Mr. [redacted] seems to think it is the shipping company's fault for the condition of the product. His claim with LME, Inc. was rejected. I contend that although the shipping company can be blamed for broken boards, they can't be blamed for the poor condition of the entire load. I purchased the product based on the pictures Mr. [redacted] provided to me and the product was to be "install ready." As you can see by the pictures of what they represented and what I received the wood was not only damaged but not close to being "install ready" without further milling and preparation. This seems pretty cut and dry to me and it astounds me that a new company such as Wisconsin Reclamation Project, would not take full responsibility for this whole situation and make is right. Horrible customer service. Instead they've shifted the blame on me, the consumer, for accepting the shipment in the first place. I had to miss work in order to be home when the shipment arrived after it was almost 2 weeks late and Mr. [redacted] couldn't tell me why it was late or even where it was. I finally located it myself. If my wife was home and I wasn't at the time the wood arrived she would have accepted the shipment as well. If that was the case, how could he blame her? So the fact I accepted the deliver is moot. After the load took so long to arrive I wasn't thinking I should or could reject the delivery. I asked the driver if the wood had been left outside or something and he had no idea. He opined that it was loaded onto his truck at a warehouse in Chicago. He couldn't tell what the original condition of the wood was, he was just a driver. Mr. [redacted] contends when it left the farm it was "install ready." I don't think I should be blamed for what happened in between the farm and eventually my garage.
I dread the day I first emailed Mr. [redacted]. He has caused me much stress and taken all the fun out of a small project which I am now 6 weeks behind.
Regards,
[redacted]
1.
font-size: 7pt; font-family: 'Times New Roman';"> Attached is our pending claim currently under review with the logistics company {LME, Inc.} that damaged our materials en route to Mr. [redacted]. We initiated this claim after speaking with John, receiving his complaint and accompanying photos and learning about the damage.
2. We’ve been communicating with [redacted] and have made numerous attempts to address his concerns fairly and get him made whole. In fact, our last correspondence w/John was on Monday, February 9th and we asked that he inspect the lumber and put aside any and all affected materials and we’d be happy to replace them. He indicated that he hasn’t had the time to go through the load. I was waiting on feedback from him re: the materials inspection. Our product is a job specific, customized product derived from wood that is 100+ years old. The wood was inspected, qualified, lead paint tested and moisture tested before leaving our facility. We are a young company and pride ourselves on delivering an excellent product with excellent customer service. That said, offering refunds is not consistent with industry standards. We’re still prepared to replace any / all of the affected boards to satisfy the customer. We’re disappointed with the complaint and are committed to rectifying the situation.
3. We are even prepared to swap out the entire load and only ask that Mr. [redacted] pay for shipping. In this instance, we would ship the material ourselves and are asking only for the costs associated.
[redacted]
Partner
e: [redacted]
p: [redacted]
w: http://www.wisconsinrp.com
Revdex.com:
Let it be known that in his latest response to the Revdex.com this is the first time Mr. [redacted] has offered to pay for the shipping on a replacement load and to ship the first load back with no additional costs to me. He first offered to replace the load if I paid for the shipping. That was not acceptable. Then he put the blame on me for not refusing the shipment when it arrived late. Also not acceptable and simply poor customer service. You'd think a small new company trying to build a reputation in their business would have better customer service and not blame a customer for their logistics problems and poor quality product. I still contend that the pictures of the product they represented I was buying is not what arrived. How can they refute this? Mr. [redacted] agreed when I sent the pictures side by side in an email.
Had he offered to replace the entire load with no additional costs to me in the first place this could have been resolved much earlier.
I accept the offer on the following conditions: that the replacement load of 190 sq ft is planed, ripped, clean, ready to be installed upon arrival and metal free. Also, I reserve the right to inspect the entire load upon arrival before I accept it and before the first load is removed.
If Mr. [redacted] accepts these conditions complaint ID [redacted] will be considered resolved and satisfactory to me.
Regards,
[redacted]
I received a letter from Mr. [redacted]’s attorney, as well as his follow up note/complaint. We remain committed to replacing damaged boards and have even offered to replace the entire load in an attempt to appease the customer {and we’ll pay for shipping the new load down to Mr. [redacted], as well as picking up the rejected load and shipping it back}. Money back guarantees and refunds are atypical {virtually non-existent} in our business. In fact, nearly every reclaimed wood supplier has a lengthy disclosure on their website talking about the conditions and nature of the material and how there are no guarantees made or refunds given {please click on the below link for Trestlewood’s return policy}. It costs our company a great deal of time energy and resources to process, custom mill, prep and ship materials. We aren’t shipping a widget that we have on hand. We’re custom milling a product to a customer’s exact specifications. That said, we are a young company and pride ourselves on excellent customer service, as well as an excellent product at a fair price. Frankly, I’m a little surprised Mr. [redacted] isn’t amenable to our good faith efforts to replace his order and make him happy.
[redacted]
I could paste more industry standard return policies, but they’re fairly consistent. The bottom line is that we want to do right by Mr. [redacted] we just aren’t comfortable acquiescing to his money back demand. Thank you,
[redacted]
Partner
e: [redacted]
p: [redacted]
w: http://www.wisconsinrp.com