ComplaintsforTransformer Table Inc.

• Initial Complaint

  26/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the Transformer table on August 2022 because it was advertised as a product that would last a lifetime. The table comes with 2 wooden benches that can expand as needed. Both benches have a crack right at the same place in the corners. One of the benches has rarely been used. We filed a claim with the company and as you can see from the attached email they are basically informing us that since the issue is not mechanical and it’s been over a year there is nothing that can be done. This is a bad workmanship issue and if the corners split and break apart more this can become a safety issue as well. Thank you, **** *********** 

  

  Business response

  10/05/2024

  Dear ****,
  
  We are genuinely sorry to hear about the issue you've experienced with your Transformer table benches. We understand your frustration and disappointment, especially considering our commitment to quality craftsmanship and longevity.
  
  Upon receiving your claim, we thoroughly assessed the situation and although it fell outside the typical warranty coverage, we were committed to finding a solution that would meet your needs. As such, we offered to replace the benches with six chairs at no additional cost to you, which you graciously accepted.
  
  We strive to ensure that every customer concern is addressed promptly and satisfactorily, and we're pleased that we could reach a resolution that worked for you. If there are any further issues or concerns, please don't hesitate to reach out to us directly.
  
  Thank you for your understanding and continued support.
  We value your feedback and are committed to continuously improving our products and services.
  
  Regards,
  TT Management

   

  Customer response

  12/05/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21630069, and find that this resolution will be satisfactory to me after I receive the replacement Chairs, I do believe 6 chairs per bench is equivalent to 2 benches. as of May 12 the shipment still in Canada at the *** because they are waiting for some paperwork from Transformer Table. I contacted them and have asked to please submit the required paperwork but they sent that to my email and I can’t do anything from my side I am not the shipper. Please fix this so we can get the replacement chairs here. Thank you .
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whole it may concern: I purchased a transformer table, chairs, bench, and coffee table in Sept of 2022 for a total cost of $3,898.00 and have had a horrible time with the product and your customer service. My order number is ********. To begin, I first used the bench in Nov of 2023, and the holes in the inserts did not line up with the pegs on the end pieces. I sent an email and was told that my product was out of warranty and that I would have to purchase new inserts. This is outrageous for multiple reasons. First, the new insert pieces they wanted me to purchase, would not line up with the faulty end pieces. Second, this is not a warranty issue. I was sold a piece of defective furniture that is useless to me. I have included a screenshot of that email correspondence, which should also have my order number. Next, the chairs are of such poor quality to be dangerous. I have one chair that spontaneously split lengthwise on the back support piece (pictures can be sent). There is no way to repair this, and it is unsafe to sit in. Additionally, EVERY other chair, has had to have bolts retightened almost monthly. The furniture is expensive and is frankly some the worst quality I have ever experienced. I know I am conveniently outside of your warranty, but this is unsafe and poorly made furniture, and someone needed to know about it. A message was sent to Transformer Table on 3/9/2024 with a response that someone would respond in 3-5 days. It is now 3/21/2024 without a response.

  

  Business response

  28/03/2024

  Dear *****,
  
  We sincerely apologize for the issue you are experiencing with your order.
  
  Upon validation, we have discovered that your claim was unfortunately overlooked by our system. Rest assured, we have informed our Warranty team to prioritize your case and provide you with a response by next week.
  
  Please note that, in certain extreme cases, delays may occur. However, we want to assure you that you will be taken care of and your concern will be addressed promptly.
  
  Thank you for your understanding.
  
  Warmest regards,
  
  TT Team
  

  Customer response

  29/03/2024

  
  Complaint: 21466034
  
  I am rejecting this response because: There was no solution given to the problem. The only response was that someone would get in touch with me within a week. I have heard this from this company before. Until I have someone actually reach out to me with a solution, I cannot recommend closing out this case. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  17/04/2024

  Dear *****,
  
  We apologize for the experience you have had with your purchase of the Transformer Table, chairs, bench, and coffee table from us. We take your concerns seriously and regret that you have encountered these issues with both the product and our customer service.
  Upon reviewing the information provided, we understand your frustration with the quality and performance of the furniture pieces. We truly regret that you have encountered these difficulties and the inconvenience it has caused you. We strive to ensure that every product meets the highest standards of quality and safety, and it's disheartening to hear that your experience fell short of this expectation. Though your claim fell outside the one-year time frame, we’re happy you accepted the replacement bench + two chairs.
  Once again, we apologize for the inconvenience you've experienced.
  
  TT Team

  Customer response

  17/04/2024

  
  ****** ******** *******  
  I have reviewed the response made by the business in reference to complaint ID 21466034, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  20/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this dining table set from Transformer Table, but TT said 2 of the 3 pieces came damaged from shipping. They offered a $200 partial refund for the coffee table, which I took. I requested replacement extension pieces for the dining table. The replacement pieces literally not do not the table. The locking latches are not aligned and the pins do not line up with the dining table pin holes. Instead of assisting me, Transformer Table closed the warranty claim because they said "we must emphasize that there is no guarantee that these replacements will be 100% superior to your current ones." Apparantly, they believe as long as they say your replacement won't be better, they no longer need to honor their warranty. ***** ******* from Transformer Table set up a FaceTime call with me to help me troubleshoot, but she confirmed the two issues over the call. She said she would let the warranty department know, but they have no responded.

  

  Business response

  28/03/2024

  Hi ******

  As the chargeback is open yon tor order we will deal with the bank to come to a resolution.

   

  TT Team 

   

• Initial Complaint

  16/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered item on 12/31/2023. Oder number ********* Eta for time of order end of February. There has been a delay in shipping which was not relayed to us in any fashion. This has been resolved as they claim they will update us going forwards. My main issue is with the attached documents. Their website claims they have product in-stock and ready to ship. Clearly they are not In stock ready to ship as pur order placed 2.5 months ago has not shipped. Delays happen but to present to current or potential customers as if you the items in stock when you self admittedly do not is as close to fraudulent as I can possibly think. Their customer support clearly states they are on a container with no real eta. I really just want my item delivered or a tangible eta with a financial compensation+delivery or my item if that time frame cannot be met and for the public advertising of product in stock to stop immediately because it's as stated by the company itself not instock. I suspect they need to meet moq to be able to ship or are to cash poor to fulfill their current BO/PO. Either way they need to stop the misrepresentation or the status of their product. Thank you for your time.

  

  Business response

  17/04/2024

  Dear ******,

  We appreciate you taking the time to provide feedback about your recent shopping experience with us. We are sorry to hear that you were not entirely satisfied with the shipping and delivery timeframe of your order.
  We would like to remind you that the shipping and delivery timeframes mentioned on our website are estimates. While we always strive to deliver your orders within the specified time, there are certain factors beyond our control that may cause delays. We apologize for any inconvenience this may have caused. We are happy that you accepted the complimentary gifts we sent to make up for the inconvenience you experienced. It's our way of showing that we value your satisfaction and are dedicated to resolving any issues you encounter. Thank you once again for bringing this to our attention.
  
  TT Team 

  Customer response

  17/04/2024

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21442862, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order transformer table on Fri, Nov 10, 2023 at 10:50 AM with a estimated shipping window of around January 30, 2024-February 2, 2024 with order# US-*****. Multiple follow up with the customer support was done via email and they postponed the date of shipping and finally from last 2 weeks when the estimate date of shipping passed again there is no response when I tried to reach them. I tried calling them on phone * ***** *** **** which is provided on their website but no response and agent available message every time we call. I also tried to reach out to chat message on their website but no response or agent answered the message. No additional communication was received from the company. My resolution is to have the order cancelled and credited back to my card. I would also like to ensure that this company ceases from ********** customers by accepting orders that they clearly cannot fulfill. As I can see that there are multiple customers complaining about this business, I request the BBB to take severe action against the company so future customers will not be in this situation.

  

  Business response

  28/03/2024

  Dear ********
  
  Thank you for bringing this matter to our attention during our conversation. We now have a better understanding of your order, and we apologize for any inconvenience caused by the delay in shipping the chairs.
  
  Please accept our sincere apologies for the extended production time. Once the chairs are back in stock, we will promptly ship them to you. We hope that, in the meantime, you are enjoying the other parts of your order.
  
  Thank you for your understanding.
  
  Best regards,
  
  TT Team
  

• Initial Complaint

  28/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order transformer table on October 26, 2023 with a delivery date of December 27-29, 2023 Order #********. No additional communication was received from the company. On Jan 2, 2024 at 10:20am I called Transformer table and inquired about the order and receiving the item, was then told they had no specific date but should be receiving shipment from the "shipper" the end of Jan. Today Jan 28, 2024 I again called company to cancel order and was told customer support cannot provide cancellations I would need to email a request. Even though there is no credible delivery date provided, the Transformer table website is still taking orders and claims on Jan 28, 2024 at 11:18 am that 32 sets are remaining available with a delivery date of Feb 27 - Mar 1, so they claim to have items but are taking new orders when they cant fulfill current orders. My resolution is to have the order cancelled and credited back to my card. I would also like to ensure that this company ceases from defrauding customers by accepting orders that they clearly cannot fulfill.

  

  Business response

  06/02/2024

  Dear *******,

   

  Thank you for bringing this issue to our attention. We apologize for any inconvenience caused by the lack of communication regarding your order for the Transformer table.
  
  We understand your disappointments  and want to assure you that we are continuously working to improve our fulfillment process and provide better communication to our valued customers.
  
  Regarding your cancellation request, we have processed a refund for your order.
  
  We apologize for any confusion caused by our website with the estimated delivery dates. Please note that shipping dates are estimated and cannot be guaranteed, as they are sometimes out of our control. Unfortunately, delays can happen.
  
  Again, we apologize for any inconvenience and appreciate your understanding as we strive to provide better service to our customers.
  
  Best regards,

   

  TT  Team 

  Customer response

  07/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21211152, and find that this resolution is satisfactory to me. 

  However, hopefully enough people will submit complaints as well, so that future customers will be aware. If you cant fulfill your current orders stop taking new orders and indicating delivery dates that are knowingly unattainable.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  17/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a transformer table with the bench as a black Friday deal. ***** ****** ******* in case TT wants to actually get their **** together on this. The website said that it would be delivered mid Dec well before the Christmas and New Year Holidays. This also showed up in the order status online. The delivery date started to get close and I hadn't seen a shipping notification so I made three phone calls to get the shipping date on three consecutive days. All three service representatives said "It is noted in your file that it will be shipped tonight or first thing tomorrow". Needless to say that didn't happen and shockingly the next day the estimated delivery date changed to mid January, well after the holidays. I had to borrow tables from neighbors to host my holiday guests. I called back a fourth time and demanded to speak with a manager. This manager informed me that all the other representatives had lied and as an apology she would refund me $100 on my order. Well here we are, and it's mid January and they are at it again. I called and was told it's going to be two more weeks and they are "working with the shipping managers to determine a new delivery date. The online order system still says Jan 16-19. I have not been credited the $100 refund and have not received my table. They keep trying to get me to change my order when I call. And now they're offering me a free gift for the inconvenience . I don't want a free gift, I want my refunded money and my damn table now. This business is either a flat out **** or they are using new orders to find old orders. If that's the case they're the worst run company of all time. Just to be clear, they've already charged my credit card $2283.31

  

  Business response

  18/01/2024

  Dear *********,
  
  Thank you for sharing your valuable feedback. We truly appreciate our clients' opinions as they help us improve our services.
  
  Regarding your order, the estimated date of delivery is set for January 16th to January 19th. Please rest assured that your order will be shipping within the next two weeks.
  In terms of payment, we would like to clarify that the payment is typically taken immediately upon placing the order, rather than at the time of fulfillment. This information is clearly indicated on our website under the Terms and Conditions section, which you can find here: Terms and Conditions.
  
  However, we want to ensure that we fully understand your concerns and provide the assistance you require. Could you please provide us with more details about the resolution you are seeking? This will allow us to better assist you and address any concerns or issues you may have.
  
  We appreciate your patience and cooperation in this matter. If you have any further questions or require additional assistance, please do not hesitate to let us know.
  
  Thank you once again for your feedback and for choosing our services.
  
  Best regards,

  Customer response

  18/01/2024

  
  Complaint: 21159074
  
  I am rejecting this response because it is January 18th and I still have not received a shipping number or date other than a vague in two weeks. Your staff have lied multiple times about shipping dates, so forgive me that I do not trust this estimate. It was originally supposed to be delivered mid December, well in time for the holidays. Now at best case I will receive it sometime (maybe) in February. I likely would not have ordered this if you were honest upfront. 

  My resolution requirements are very clear: Ship me my table that I have paid for. I will continue to reject your responses until I receive the product undamaged and to the specifications of the order. 

  Sincerely,
  
  ********* *******

  

  Business response

  05/02/2024

  
  Dear *********,
  
  We hope this email finds you well.
  
  After carefully evaluating your complaint, we have noticed that it does not reflect the current status of your order.
  
  Our records show you delivered and signed your order ******** on January 30th, 2023. Additionally, you have provided us with pictures of the warranty, indicating that you possess the product.
  
  We have already addressed your warranty claim and submitted a suitable resolution. However, instead of communicating with us and allowing us to assist you further, you opened a chargeback and requested a full refund for the table and bench.
  
  We have attempted to reach out to you multiple times to resolve the warranty issue and have the chargeback removed. Unfortunately, we have not received any response from you. As per our policies, we consider this action non-compliant, and we will contact your bank regarding this matter.
  
  We genuinely wish you well and hope for your collaboration in resolving this issue promptly.
  
  Sincerely,
  
  TT Team
  
  
  
   
  
  
  
  

  Customer response

  05/02/2024

  
  Complaint: 21159074
  
  I am rejecting this response because: I have tried multiple times to contact you. You have not attempted to contact me once. First your agent hung up on me, then refused to pick up the phone. I tried calling multiple times right after she hung up on me. Then, I was told via email see attached, that you would no longer take my phone calls because I called your product ********. See attached photos of damage as exhibit of table quality. Then you said I need to file a warranty claim because you sent me a table that is damaged and doesn't have a working mechanism that will close. Then your warranty department told me they wouldn't talk to me because I had to talk to the retention department. All I want is for you to come pick up your "poor quality" product. Given your multiple refusals to talk to me, including an email today, the multiple *** and Internet reviews that say you dodge people in an effort to not give them their money back even though they have paid you thousands of dollars, I'm not playing your game any more. There are consumer protections for a reason - I suggest you educate yourself. I welcome the arbitration with my credit card company and continued communication through ***! Happy to share more screenshots of our email correspondence and pictures of the damage. 
  
  Sincerely,
  
  ********* *******

  

  Business response

  07/02/2024

  Dear *********,
  
  Thank you for your recent reply. After a thorough review of all recordings of our interactions, we have found no evidence of any disconnected calls during those interactions.
  
  While our customer service representatives are well-trained to handle difficult conversations, it is important to note that we have a zero-tolerance policy for aggressive and abusive behavior. We understand that you may have felt unheard, and we apologize for any disappointment you have experienced.
  
  I would like to bring to your attention that our records indicate that on the 23rd of January 2023, you used derogatory language directed towards our team members. Such behavior is unacceptable and goes against our commitment to maintaining a professional environment.
  
  Furthermore, we have found that you have not cooperated with our requests for the return of the table mechanism, despite our efforts to provide you with free return labels. In order to process a full refund, it is necessary for you to return the product.
  
  Since you have initiated a chargeback, we regret to inform you that we are no longer able to continue direct communication with you. All future communication will be submitted to the bank for their review.
  
  Thank you for your understanding.
  
  
  Sincerely,TT 

  Customer response

  07/02/2024

  
  Complaint: 21159074
  
  I am rejecting this response because: as the attachment you sent indicates I have made every effort to contact you to get you to come and remove ALL of the product. You are also not showing the correct date of the phone call in question which was on Jan 31, not on Jan 23. In this phone call I called your table ********, which it is, and asked to speak to your management team. The call was then disconnected and you service rep sent the attached email confirming she disconnected the call. I then tried to call you back multiple times, and your team refused to answer. See snapshot of phone call record. You then directed me to the warranty department and had me file a claim, which I did. Your reps refused to give me a claim number after asking twice. They then directed me to the retention department who has offered to take back the mechanisms only leaving HUNDREDS of lbs of damaged solid wood parts in my living room. I am not responsible for disposal costs of YOUR material. I have asked multiple times for you all to come a retrieve ALL of your product. I have tried to work with you consistently to get you this product back. I don't want ANY of it. See attached email response explaining why it is unreasonable to ask a customer who paid you thousands of dollars to become a carpenter and disassemble your product which was delivered full assembled. You delivered damaged product, you can remove all of it. Its 100% your fault and the responsibility is on you to remove it. 
  
  Sincerely,
  
  ********* *******

  

  Business response

  12/02/2024

  Dear *********,
  
  I hope this message finds you well. I wanted to address the current situation regarding the chargeback you have opened. It is important to note that you have the option to either return the product back to us or revert the chargeback. However, please understand that there is sadly nothing to negotiate in this matter, as you currently have the product in your possession.
  
  Thank you for your collaboration and understanding.
  
  Best regards,
  

  Customer response

  13/02/2024

  
  Complaint: 21159074
  
  I am rejecting this response because: 

  I am confused by the disconnect between your emails and responses here through the *** portal (please see attached emails). I spoke, via email, to ***** from your Retention Team yesterday. He agreed to send the carrier to pick up the product by February 20th. Please note I have been requesting you take back the product since Jan 31st. 

  I have stated in the attached emails that I am happy to coordinate with your carrier as requested. I have not yet received any communication from them. Once they pick up the product, which I hope is very soon since the boxes are cluttering my small condo, I will be happy to mark this as resolved and have us all move on. 

  Thank you for doing what is right and taking back the product. He also confirmed that once the product is picked up he will reach out to my bank to alert them that TT will approve the chargeback. Looking forward to closing out this issue.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  16/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fraud/Deceptive Marketing!Cheap ****** fake woodgrain painted particle board NOT solid hardwood as they claim. Smoked Hickory has a pressed repeating grain pattern and Co-Founder claims on ******* video that products are SCRATCH ************* PROOF among other lies! Metal hardware is sharp as a razor and you have to reach through it to get the bench panels out of the nest. Already has edge wear due to poor finish durability. Videos available upon request. ORDER ********

  

  Business response

  18/01/2024

  Dear ***,
  
  We hope this email finds you well.
  
  We would like to address the reported issue regarding the Smocked Hickory product, which we previously discussed and provided you with an explanation. As mentioned before, all the information about our product is authentic and clearly indicated on our website.
  
  We are disappointed to hear that you have reported the same information that we previously answered for you.
  
  We genuinely appreciate your honest feedback, and we wish you all the best.
  
  Best regards,
  
  The TT Team

  Customer response

  18/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  There has been no response that has addressed the issues or legalities involved. ** has denied wrong doing and has not acknowledged their Co-founders false and misleading statements. Any modifications to online information via websites or videos after the date of sale of any product does not absolve an entity from repercussions of illegal or actionable activities. These modifications or whitewashing of printed or media material only serve to bring light to the companies attempts to defraud customers and circumvent legal recourse! 

  
  Sincerely,
  
  *****************

  

  Business response

  05/02/2024

  Dear ***,
  
  
  Thank you for bringing your concerns regarding our product description to our attention. We understand that there may have been some confusion regarding the choice of words used to describe the wood, color, and manufacturing process.
  
  We want to assure you that we never intend to mislead or deceive our clients. We aim to provide accurate and transparent information to the best of our knowledge.
  
  Mistakes can happen.
  
  Please find below the disclaimer on our items and conditions that is applicable to the reported case.
  *********************************************************
  
  We genuinely appreciate your feedback and would like to assure you that there was no ill intention in the information provided. We are constantly working to improve our communication and customer experience.
  
  
  Thank you for your understanding, and we wish you all the best.
  

  
  

  Customer response

  05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:This latest attempt to dismiss the facts by TT is laughable! After dealing with TT and reviewing others experiences it is obvious that TT has a SOP of deny deny deny, shift blame, and now oops sorry we will try to do better next time. That is unacceptable not only to those who have been defrauded but also to those future victims. This platform, as well as others I have engaged with, will hopefully shed light on TT operations and provide aditional evidence/support to others who have experienced this similarly ridiculous, infuriating, stressful interaction and seak resolve in whatever form that *** be available be it legal, criminal, monetary, etc. 

  Sincerely,
  *****************

• Initial Complaint

  13/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date order placed: Nov 23 2023 Purchase: Dining set + coffee table At time of purchase the company estimated delivery was mid Jan. I reviewed no communication or updates to my order since order confirmation. I followed up on Jan. 10 and the company replied my order had been backlogged due to high demand and now the estimate is May 7-10 with no option for a refund. I spent quite a bit of money and I'm concerned this business may not intend to fill my order. More details with attachment.

  

  Business response

  15/01/2024

  Hi ******,
  
  Thank you for sharing your honest opinion regarding your order, ********. However, I would like to clarify that the review you provided might not be accurate. We had informed you on January 13th that your order was released on January 10th, and the tracking is already sent as well,

  The expected delivery date was between January 16th and 19th. Therefore, we are not late in delivering your order, and your review seems to be a bit inadequate.

  
  
  We genuinely appreciate your purchase and value your feedback, but we believe that your review does not accurately reflect the level of service we have provided.
  
  Thank you for your understanding.
  
  Best regards,

   

  TT Team

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a table, bench and coffee table from this company on July 2022. The materials were stated to be hardwood. Durable and resistant to heat, stain, scratch and liquid properties. As the website says. Before having these products for just under a year they have been easily damaged. Dented, scratched and corners are actually breaking off. Hardwood does not do that. This company is stating fraudulent descriptions. The wood is crap and not as it claims to be. I emailed customer service and they offered some paint as if that would fix broken off corners or dents. I am out of luck because I didn't make a claim prior to the (ridiculously minimal) one year warranty. Would not suggest these products or company at all. They are most likely aware the products are crap so they give a very short warranty to screw customers even more.

  

  Business response

  04/01/2024

  Hi ****,
  
  Thank you for sharing your experience with us.
  
  First and foremost, we would like to apologize for any issues you have encountered with your Transformer Table.
  
  We take your concern seriously and have thoroughly reviewed your order information. However, we regret to inform you that we have not received any warranty claims for your order *******, which was placed in July 2022. Our customer service records show no reported scratches or other issues. The last interaction we had with you was on July 21, 2022, at 6:43 PM, regarding tracking information.
  
  Please be aware that our warranty policy adheres to industry standards, and we cannot be held responsible for the daily usage conditions or circumstances within our customers' households. It is important to note that we do not extend warranties beyond one year. This information is clearly stated and transparently explained on our website: link to warranty page:  **********************************************
  
  If you believe your case falls within the warranty guidelines, we kindly request that you send pictures to our warranty department for further assessment. This will allow us to determine if we can assist you accordingly.
  
  Once again, we apologize for any inconvenience you may have experienced and wish you the best.
  
  Sincerely,

   

  TT Team 

  Customer response

  10/01/2024

  Complaint: 21093965
  
  I am rejecting this response because I believe I am entitled to some sort of compensation due to the material of the products being falsely advertised. The products are described on the website as hardwood that are resistant to scratches. Not only are they not resistant to scratches but the products also dent easily and break apart, which hardwood does not do. This is not a case of daily use causing the issues, it is a case of the materials used being falsely advertised. This is not happening to just one of the products purchased but all three; one table, one coffee table and one bench. All have sustained damaged prior to owning them for one year so I do not believe I should be out the huge cost of these products as I purchased them for the durability of hardwood which has not been the case. I have been in contact since July of 2022. I was unaware that I had to make a claim directly to the warranty team and upon realizing that a month ago I reached out to customer support. I was told that some replacement paint could be sent to me to cover the scratches but in no way does that solve the broken off corners or dents. This product is being falsely advertised and it is wrong to charge such a high price for products that claim to be something they are not. I have many hardwood items in my home and they have not sustained any damage in the last twenty years compared to one single year with this fraudulent product. 
  
  Sincerely,
  
  **** ****
  
  Sincerely,
  
  **** ****

  

  Business response

  11/01/2024

  Hi ****,
  
  I hope this email finds you well.
  We wanted to bring to your attention that as of 2022, we have not received a warranty claim for your order *******. We kindly request that you submit a claim to our warranty department, providing detailed information and supporting pictures to help us assess your case.
  
  Our team is here to assist you.
  Best regards,
  
  TT Team

  Customer response

  13/01/2024

  
  Complaint: 21093965
  
  I am rejecting this response because I do not see a point in submitting a warranty claim as it has already been stated here and through customer support email that it is not within the one year time frame. It would just be rejected so why would I waste my time and begin another email thread just to be told the same thing. 

  Through all of these emails the point of the matter keeps getting ignored. The fact of falsely advertising the materials used and claiming they are resistant to scratches let alone break apart or denting is committing fraud to customers at a very steep price. What I have written in this communication log needs to be re-read and acknowledged instead of ignored and being passed off to the next person.

  I have attached photos. You can see from the broken off piece that the wood is not hardwood, it is a imitation product that is pressed together like mdf. 
  
  Sincerely,
  
  **** ****

  

  Business response

  18/01/2024

  Dear ****,

   

  
  Thank you for your response and for sharing your concerns with us. We apologize if our previous response did not address your specific issue or provide the clarity you were seeking.
  We completely understand your hesitation in submitting a warranty claim if it is already outside of the one-year time frame, but as explained we can improve and learn from your claim if you send us pictures. Our intention in suggesting the warranty claim is to ensure that we explore all possible options to assist you and offer guidance on how to address the issue with your product.
  We deeply regret any confusion or miscommunication regarding the materials used in our product. Our intention is never to commit fraud or mislead customers. We strive to provide accurate and transparent information about our products, including their durability and resistance to scratches.
  
  
  We sincerely apologize for any frustration or inconvenience caused, and we assure you that your concerns will not be ignored or passed off. We genuinely value your feedback and are committed to resolving this matter if you submit pictures. 
  
  
  Thank you for your feedback.
  Sincerely, 

   

  TT Team 

  Customer response

  18/01/2024

  I am rejecting this response because you stating that you appreciate and value the feedback is false. As soon as a bad review was posted on your Facebook page I was blocked from seeing the page. A person also cannot make a review anywhere else except for through ***. This means that you do not want anyone knowing or seeing bad reviews or the truth about the products. 
  
  I have sent in a claim to the warranty department with photos as you suggested and have not heard back. I have also attached photos to my last response on here and have added more. The first two photos added were of a broken corner on the table and the piece that you can clearly see the type of wood used as pressed together and not actual hardwood. The photos I have just added are scratches on the bench and last the dents and scratches on the coffee table. 
  
  This seems to be a run around game with no actual resolution thus far. There was no confusion on my end as I was ordering the product and believing what was stated on the website as the product being hardwood and resistant to scratches. They are not durable and they do not resist scratches let alone breaking apart completly. 
  
  Sincerely,
  
  **** ****

  

  Business response

  23/01/2024

  Dear ****,
  
  Thank you for submitting your warranty claim and for following our recommendations on the ****** ******** ****** (***). We sincerely apologize for the issues you have experienced with your table.
  
  Upon careful evaluation, we have determined that the damages present on your furniture are a result of extensive daily use. Unfortunately, we are unable to grant you a replacement or provide a full refund for the reported damages. However, as a gesture of goodwill, we would like to offer you a partial refund of $200 CAD to your original credit card, which exceeds the coverage of your warranty, since the reported claim is not covered by our warranty.
  
  We have attached below some links to the information provided on our website, which clearly states that the damages you have reported are not covered. Wood products, due to their density, can be prone to scratches, and it's important to note that no natural wood is completely scratch-resistant. Only certain types of manufactured wood with specific veneer treatments may offer higher resistance to scratches.
  
  In fact, almost all surfaces, including metal and glass, are susceptible to scratching. Unfortunately, it is not possible for any company to guarantee that a table is 100% scratch-resistant, especially without knowledge of your specific household habits. We strongly recommend covering your table when in use, as this can help extend its longevity.
  
  Regarding the chip in the console leg, we cannot be held responsible as any product can be damaged if proper care is not taken. To cause such a chip, there would need to be significant trauma to the wood, possibly during furniture movement. We recommend covering the bottoms of the legs to avoid contact with other solid surfaces during such scenarios.
  
  We hope that you will be able to appreciate your table with its natural patina, which serves as a reminder of the gatherings, parties, and dinners it has witnessed.
  
  Wishing you well,

  TT Team

  Customer response

  25/01/2024

  
  ****** ******** ******:
  

  Hello,

  I appreciate the gesture however sending the credit to the same form of payment is not possible as I put the purchase on a payment plan through a card that no longer exists. Some other way will need to be figured out. Perhaps I can call in with a different card or a cheque can be mailed. I will find the response satisfactory if this is actually followed through.

  
  

  While I understand that daily use will cause some wear and tear on any and all products, I still can't believe the extent of the damage caused in one year with this type of wood product. As I said I have some antique wood furniture that has withheld its structure and been resistant to nearly 100 years of daily use. While I understand things today are not built like they once were, the products description on your website gave me hope that this furniture could be passed down eventually. Unfortunately, I no longer believe this is the case after experiencing these products for just a year. I disagree with how the products are advertised to potential customers on the transformer website and I hope with enough feedback it will be updated to provide a more honest review of the products. 

  
  Sincerely,
  
  **** ****

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