Modloft takes the issues of all eight drawers of dresser and nightstands as result of humidity and mistreatment
I purchased all Modloft furniture through Nationalfurnituresupply.com. I got ************ MD321-DR-***, and MD321-NS-WEN. Since Nationalfurnituresupply has been transferred my problem to the customer service of Modloft. I assume they NationalFurnitureSupply.com has been an intermediate sale relationship with Modloft. Therefore, all the response I receive comes from Modloft.
I purchased all items on 8/30/2013 and received all items on 10/01/2013. The order number is XXXXXXXXX. After using about 1 month, I found out one of the drawers had weird sound when I opened it. Turns out, it was the screws underneath the wood panel that were loosing off. So, when I tried to tighten it, I could not do it since the holes were too big to tighten again. I had to use woodfiller to make the hole small so I could retighten them. All right, problem solved after this one! However, afterwards, turns out more drawers had the same issue. So I sent an email with images about the problems to NationalFurnitureSupply.com which transferred the email to Modloft. The response was due to the mistreatment and humidity, they could not do anything. So I had to use wooldfiller again to solve the problem.
After a couple weeks, more and more drawers indicate the same problem, so I could not deal with it anymore but sent another email to Modloft with more images about the same problem for about all 8 drawers. The response was the same; due to the humidity and mistreatment, they could not solve the problem.
I meant seriously? I just moved into the new-built house in 9/2013. And does it just happen that I would mistreat all 8 drawers including nightstands and dresser? About humidity, I live in Maryland, not in Florida in case if you notice. Talking about humidity, we always control humidity level inside the house so please save the humidity excuse.
It was my first time to purchase Modloft furniture and the experience was not so great due to the customer service. I'm looking forward to another solution that Modloft can offer.
This customer purchased the dresser and nightstands from National Furniture Supply, who were not advised of any problems until three months after delivery. Also, the customer did not report the initial problem to either National Furniture Supply or to us. Moreover, the customer attempted their own repairs (using wood filler and chemical liquid cleaner) this moistened the wood and caused crumbling, this was the 'humidity' issue that was referred to and was not any reference to humid weather as the customer claims. The customers own attempts at repairs has of course invalidated their warranty. Despite this our Customer Support Team and Damage Assessment Team have tried to work with the customer and were trying to come to some compromise with National Furniture Supply. There had been the expectation that the customer would have allowed us and National Furniture Supply to opportunity to do just that and thus that their complaint to you was somewhat premature.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I hope your company indeed contacted with National Furniture Supply after talking with me on the phone on May 16th, 2014. And I did contact with National Furniture Supply through email and phone calls previously. So based on your word, if there is a problem about the quality of the furniture after using 3 months. I cannot address that? Again, let me repeat. I indeed did repair on my own on 1ST drawer. Can you count how many drawers there are for 2 nightstands and 1 dresser? Total of 8! Rest drawers basically demonstrated same problem later on. I took pictures one by one with pencil written number marked and sent them all to national furniture supply. By the way, if your comprise was finding me a furniture Doc, please save it because I have to spend time to take every piece and pay to repair a set of furniture that I have used less than 1 year. If there is a a problem of communication between you and National Furniture Supply, please fix it to get the additional images before judgment and make the correction about your communication system. Now, I really do not expect anything from you or national furniture supply since I'll be your first and last customer.
Final Business Response
We responded to the customer directly and discussed the case with him. Following which the customer advised that he was withdrawing his complaint and confirmed that he would advise BBB accordingly.