Wood & Hogan

We received the complaint on February **, That was the first time Wood & [redacted] was advised that there was a problem with the product (bench) that we sent out on November **, We called our customer, [redacted] , shortly after receiving the notice with hopes of discussing the issue with him directlyIt was not until February [redacted] when he returned our call During our phone conversation [redacted] indicated that he had not seen the bench that was delivered to his customer, [redacted] We asked him if he could inspect the bench to see if one of the metal domes on the bottom of the legs inadvertently fell off during transit and/or examine the floor to see if it was level He indicated that he was not located in that area and could notWhen we asked if he knew of someone in that area that could work on his behalf he told us he did not have anyone he could send inSince he was unable to accommodate a on-site inspection we asked him to provide us photographs revealing the underside of each leg so we can see if the metal domes we installed are still thereIf one is missing that would cause the bench to be unlevelWe are awaiting those photographs to decide what further action is needed Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I spoke with [redacted] on February [redacted] about defective bench that his delivery driver clearly wrote that bench is not level and gave to [redacted] on the delivery receipt [redacted] ask me how would I like for him to resolve this matter I suggested that a replacement bench be sent to client He said that's not going to happen I ask [redacted] why he asked me how I would like for him to resolve matter if he not prepared to do it He tells me that I need to go look at the bench which was delivered to Buffalo, NY When I told [redacted] that I wasn't driving miles to confirm that the bench is not level when his delivery driver has already done that I suggested to [redacted] that maybe it would be simpler if he spoke with [redacted] the client who spent almost $for this bench to resolve the issue He said no he wasn't going to talk to my client that he would only deal with me his client I find this very strange because before no one in that office had a problem speaking directly with [redacted] to secure deposit and then again for final payment [redacted] has a log of all phone correspondence and email that she has had with [redacted] the sells associate I agreeded to ask [redacted] to forward photos to [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by Wood & ***, Inc regarding complaint ID 9905170, however my complaint has NOT been resolved because: [Your Answer Here] They sent someone to inspect bench and noted that the leg is uneven but refuse to replace or repair bench In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] Bruce [redacted]

In response to statements made in the Customer's complaint W&H Customer Wood & ***, Incis a wholesale firm selling exclusively to the design trade [redacted] of River House was Wood & ***’s customer of record for the bench involved in this complaintThe bench was sold to him for $3,747.00; not the $figured noted in this complaint Delivery Time The bench ordered was for a custom size; therefore, it had to be made in our English factoryProduction time on custom pieces ranges from 12-weeks and then it needs to be shipped from England to New YorkMost completed pieces from our English factory are shipped to New York within a Wood & [redacted] containerIf desired and requested, for an added charge, pieces can be shipped from England on their own This bench was included in Wood & ***’s container from England that sailed in October Wood & ***’s course of action, shortly after the ship has left the English port, is to write to the appropriate customers that their order is nearing completion and request balance dueWood & [redacted] contacted [redacted] via phone at that time to see if he had a preferred trucking company he wanted to use to delivered into the Buffalo areaAfter waiting approximately a week Wood & [redacted] selected an independent trucking firm and sent out a letter, dated October **, to Wood & ***’s customer, River House, requesting balance dueTherefore, the letter for Two Dog River House LLC, River House was delayed in being sent due to no reply to Wood & ***'s inquiry Any discussions, Wood & [redacted] had with [redacted] ’s client, [redacted] , was with approval from River HouseOnce balance was received the bench was scheduled, with the independent trucking firm, to be picked up from Wood & ***’s warehouse on the next available truckI believe, final delivery was made at the earliest date available for both parties Bench Leg The custom bench, B-SP, involved in this complaint was inspected on a level surface prior to shipment from our English factory and again, on a level surface, from a New Jersey shopThis is standard procedure for all chairs and benches Wood & [redacted] sells Wood & [redacted] never was alerted to a problem with the delivered bench until receipt of the Revdex.com complaint, February **, Normally, issues are brought to Wood & ***’s attention by their design customer or, in a few cases, by the designer’s clientOnce aware of the issue, Wood & [redacted] called the designer, their customer, seeking information of the issue [redacted] indicated that he was aware of the noted issue but, had not seen the bench in personWhen asked by Wood & [redacted] if he or someone on his behalf could inspect the bench he declinedWood & [redacted] then requested photographs of the underside of each bench leg to see if a metal dome had fallen off which would have caused a leveling issue Wood & [redacted] sent [redacted] an email message on February **, thanking him for the photograph sent to Wood & ***; however, that it was not as requested; nor very helpfulThe message also noted three possibilities Wood & [redacted] thought maybe causing the problem and request to send it a professional craftsman to his client’s ( [redacted] ) home to inspect and possible correct the bench [redacted] agreed to allow the inspection On March **, Wood & [redacted] then arrange to have a qualified furniture craftsman, [redacted] Josh [redacted] , go inspect the bench at [redacted] ’s homeBased on his year professional experience and his on site visit it was determined and explained, at that time, to [redacted] that the legs of the bench were even and that the cause of the wobble was due to the floor [redacted] explained to [redacted] that the floor was not level coming off the wallHe demonstrated this fact with a level coming off the wall and showed how paper could easily slide underneath the level because of the caused gap [redacted] explained how he could SLIGHTLY alter the bench, by shaving the underside of two legs, so the bench would sit flat in the desired location within [redacted] ’s homeShe declined to have [redacted] do this alteration In conclusion, the bench was again determined to be level and the suggested professional alteration was refused Communication Wood & [redacted] Inc., once made aware of this complaint, immediately tried to communicate and deal with their customer, River House, to properly resolve the issue at hand For the past years, Wood & [redacted] has offered a high quality product and service to the design tradeWhen problems do arise, Wood & [redacted] tries to work closely with their customer to fairly rectify the issue involving their product In conclusion, based on the inspection of the bench, by an experienced professional craftsman, there is not a manufacture's defect causing the issue of the complaintFurthermore, suggestions to resolve the "environmental issue" were declined