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Complaint Details
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Initial Complaint
13/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 28, 2021, I ordered a number of Adirondack style chairs, tables, etc from The Best Adirondack Chair Company, aka DFC Woodworks. The total spend was US $7,473.00 I received the order on April 15, 2021. One of the four Adirondack rockers, Knotted Pine with a Dark finish was damaged. I took detailed pictures and submitted them to "**********************" on April 19, 2021. I requested a new component be sent to me. It was transferred to *************************** on that date. The email I received identified an issue and that a replacement would be sent to me at no charge. I received the replacement on Sep 9, 2021, almost 5 months later. The replacement did not have the predrilled holes, which meant I would have to precisely measure and complete their work on my own. I asked about a refund and was told no, too much time has passed. I do not have what they advertise on their website. My ask is that they send me what I paid for and provide free return shipping labels.
Business response
13/09/2021
Hello *****,
We received your complaint today with regards to your part and to the delay of your part. Our sincere apologies about the part, as in speaking with Heather, she did tell us that your part order fell through the
cracks; hence the long delay. We are always looking at ways to improve our processes and can understand your frustrations.
As all our furniture is custom made per order, therefore it is customary that replacement pieces are drilled using the pre-existing piece, already in your possession, to help match the holes perfectly.
There could be variations from one model to the next leading to a less than proper fit. My apologies in my staff not making it clear to you, at the time you requested the part.
*****, our offer still stands in calling us on our direct shop line at ************ or toll free at **************, and our master carpenter will assist you in any way he can.
Warm regards,
**** *******
Manager of Customer Relations
Residence & Corporate Sales
DFC Woodworks Inc
**************
**** ******* ******* ** ******** ********* *********** * ********* ***** *** ********* **
Customer response
14/09/2021
Complaint: ********
I am rejecting this response because: I do not have in my possession what is advertised, what I ordered and what I paid for.
Sincerely,
***** ******Business response
14/09/2021
Hi *****
Hello *****,
It is unfortunate that you continue to feel this way. We have delivered your replacement part and have offered to help you install it.
We approached you with our assistance; however you have chosen not to take it.
The piece that we replaced for you we sent at no charge even though the chip on the original piece would not have been seen once your chair was assembled.
You have chosen to reject our assistance, and therefore we can only see this case as closed.
Once again, I reiterate, f you change your mind *****, and want our help, we are available to do this with you.
Warm regards,
****
Customer response
17/09/2021
Complaint: ********
I am rejecting this response because: there is no offer to replace the damaged chair. They won't provide a proper replacement part. What they advertise on their website, what I ordered, received and paid for is not what I have in my possession.When I inquired about returning the chair, I was told it was well past the timeline, when they admit the replacement part "fell through the cracks". Their crack, their problem, not mine.
They apologized that the description of the replacement part was not clear as to what it is I would receive. It was not clear because there was no mention of the way I would receive it at all, other than they would send out the replacement part in a few weeks, which turned into five months. I would have asked for an exchange if I knew at the time the additional work I would have to do.
Sincerely,
***** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.