Complaint: Ordered 1 cushion on June 12th as of August 13th still no cushion - called today - my order "fell through the cracks" - horrible customer service beware of ordering as they do not ship when they say they will ship. I ordered a cushion 2 months ago and I still don't have it. Customer service manager was so rude and abrasive. Told me I ordered at their busy season so my order was delayed. Then I asked if they would at least refund the shipping and he said No. Rude people and no guarantee the cushion will even get here now.
Business' Initial Response First off I would like to respond to this for everyone who reads these claims about our company. We 100% guarantee our product which means if you are unhappy we will either fix the problem or give you your money back if you don't want the product. YOU WILL NEVER HERE OF A CLAIM WHERE WE KEPT SOMEONES MONEY AND DIDN"T PROVIDE THEM WITH A SATISFACTURY PRODUCT. We rarely let you KEEP the product though at a lower cost(which is what this customer was demanding). The prices we sell the cushions at are as cheap as you can get in the US for what you are getting. When orders are placed every customer is given an average lead time(depending on the time of the year) which is not guaranteed. Even though most orders ship around the average lead time some don't unfortunately. That is why we don't use the words exact lead time. You can't with a made to order product especially in the busiest months of the year. So we build a buffer in for orders that sometimes take a little longer for whatever reason. once and a while especially when someone misses a party or some event people become very unhappy about that even though they where never promised or paid for an EXACT ship time. This customer was offered a complete refund if she was unhappy with her experience but didn't want that. She wanted to keep the product at a cheaper cost. I explained that is not part of our policy but I could tell unless this happened she was not going to be happy which is why you see this complaint. The few complaints we have had was because the customer misunderstood are lead times and process even though they where explained it toughly. We are in the process of reviewing the way we present this but we have thousands of customers a year and so few that don't understand it. I have to believe that it is isolated incidents. Because of the comments made here and the way I was spoke to we decided to refund this customer her money so she could look for a place to make her cushions that operated the way she is needing. Remember all of these customers were offered complete REFUNDS but they didn't want them. They wanted discounts or something for free because they misunderstood our lead times or other logistics to ordering made to order cushions. ALL CUSTOMERS WERE IN FACT ISSUED A REFUND AS SOON AS THEY REQUESTED ONCE I would like everyone who is reading this to understand that we have an extremely high satisfaction with the product we offer because it is so much better than the originals and the competition. You don't have to worry about getting ripped off because we will never keep your money if you are at all dissatisfied with our product. OUR LEAD TIMES EVEN THOUGH THEY ARE THE BEST IN THE BUSNIESS OUR NOT GURANTEED. WE ALSO ARE ABLE TO HIT "MOST" PEOPLES DATES ON RUSH ORDERS. ONE THING OUR COMPANY CAN NOT DUE IS GURANTEE SHIP TIMES WE WILL JUST BE ABLE TO PROVIDE YOU THE AVERAGE LEAD TIME DEPENDING ON THE TIME OF THE YEAR.
Consumer's Final Response Just received a meesage from "*****" telling me that they are not sending me the cushion now, but are refunding my money instead due to me "trashing" their company. I called him back to say I wanted the cushion and he told me "no", that they're not going to do busy with "nasty" people like me. He raised his voice at me to the point I had to tell him to stop yelling and proceeded to tell me I wasn't happy becasue I "wasn't getting what I wanted". This is the worst company to deal with. ***** especially. I have been made to think that 2 months for the cushion is "normal" due to me ordering at their busy time. And after allthis time... I'm now not even getting the cushion. Horrible business!!! Buyer Beware!!!!
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: March 27, 2013. I placed an order over the phone with this company for replacement cushions for patio furniture. I was told 4-6 week turn around. My credit card was charged that day for $700 and I received an invoice. On April 12, I received another invoice for the same amount. As of today June 7, 2013 I have not received my order. On two different occasions I have talked to someone about the order. Last Friday May 31, I talked to a supervisor who informed me they were making a new order as the first order showed it was closed out and they thought all was okay. When I informed them I had not received anything he said he would have them make another set that day and have them ship it out. It is a freight shipment. I never have received any tracking information nor any other kind of information about the order. If it has shipped etc. My credit card has been charged and there is no product. Product_Or_Service: Replacement patios furniture cushions Order_Number: XXXXXX
Business' Initial Response this order did have lots of problems. First it was finalized by accident and we thought it had shipped. Then we lost the templates to make the product. Because this happened right in the middle of the busiest time of the year the problems kept getting drug out. A credit has been issued and we would have gladly issued a credit at anytime in this process if we were just asked to. We just figured since ***** didn't ask she wanted us to contiune to try to get her the product. We refund anyone who asks no matter what the problem is.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.) We finally have received the cushions we ordered. They did issue a credit to our account on June 27th. We were out of town for two weeks and they came while we were gone. I would suggest that to avoid future problems like this they evaluate their communication efforts with customers and provide tracking information on orders. It was three months after charging our card before we received the merchandise. Because I called several times and did not receive word on them being shipped I felt I had no other choice than to file a complaint. We will gladly pay for the cushions now that we have them. They are very well made and we like them.
Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: On May 15th, I ordered replacement cushions - 3/4 week delivery. 5 weeks later-- no cushions. Spoke with co-owner/*****. He was rude/loud and no help May 15, 2013 ordered patio cushions stating needed by 6/14 for Grad Party. Told delivery at that point was 4 weeks and it shouldn't be a problem. Called 6/8/13 and spoke with very nice rep. who said they were in production, put me on hold and spoke with production dept. who said that they would do everything possible to get them shipped Mon. 6/10, but may go out as late as Tues. 6/11, in which case I wouldn't get them on 6/13. I did not recieve the cushions (covered the existing with sheets) and figured that they had tried their best and I would receive them Mon 6/17. I called Wed. 6/18 and was told that they had not shipped and they did not know why. I said I had to have them by Fri. 6/21 for another event, and they said no way. I asked to speak to a manager and ***** was put on the line. I explained the situation and he said in a very loud and agressive voice that they don't guarantee delivery. I explained the scenario stating that they were going to be finished with production and he continually interrupted me in a vey loud voice and said that this was their busy time. I asked how he was going to make this right and he said--99% of people were happy. I explained that I thought that he should 2 day ship them to meet my 2nd deadline and he said that it would cost more than the $598 sale and he would not do it. I asked him if customer satisfaction was not important to him and he said he would just give me my money back. I had to ask him twice to please stop interrupting me and let me finish and once to stop yelling at me. I stated that I would make his poor customer service standards public and he said that he had an A+ rating from BBB and go ahead. I concluded the call by telling him I was very upset by his lack of customer sevice concern as well as the fact that he had been yelling at me for 5 minutes without any concern with my satisfaction or needs. I emailed today (6/19/13)asking for a complete refund and the date it would be posted.
Business' Initial Response I am not familiar with the time line she has because she spoke with different people. I will tell you that this is a made to order product and are lead times are never promised and are only averages. Our lead times right now are a little over 4 weeks for most orders. Hers is right there in that time frame. Some are quicker and some take longer. What happened here is because this person had an exact date that had to be meet we attempted to get this done faster than other orders but were unable to. The reason for the 4 week average lead time is because there are lots of variables to a made to order product ordered in the busiest time of the year. We don't usually refund because this is made to order and a specific color for her set but I did give the customer the option to either wait for the cushions or have a full refund and we did issue the refund as soon as we where done speaking. She did threaten to expose me if I didn't 2nd day the cushions to her at my cost. We never guarantee exact ship times because you can't in this business and we don't expedite shipping because an order falls just outside our average lead times. It is explained very clear when ordering but some people don't care when they have exact dates they are trying to meet. They just here the parts they want. This lady was threatening me and demanding we do this. We had done nothing wrong except we weren't able to get her order shipped for here party which meant it would have had to have been made faster than all of the other orders placed when hers was. We are usually pretty good with hitting dates but we never promise or guarantee and we do explain that to everyone when ordering. She is correct that I kept interrupting her because she was being very rude and demanding and we had done nothing wrong. We truly are very busy and don't like being threatened when we had done nothing wrong. Basically if I didn't do exactly what she was wanting she was going to try to ruin us through the intenet. When anyone decides to take that route we prefer to let that customer take there busniess else where. The bottom line is she wanted something that our company didn't promise her and doesn't provide so we returned her money so she could purchase somewhere else.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
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