ComplaintsforTransformer Table Inc.

• Initial Complaint

  17/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered from this company on 11/7, with a guaranteed delivery date of "before Thanksgiving", 11/22. After several attempts to contact the company I received an email 2 days prior to the holiday stating my new "estimated" delivery date would be 12/16-12/22. I have not heard from them since. Contacted the freight delivery company and have been told it isn't in their possession yet and once it is it should be 2-4 business days before they can schedule a delivery date. I was also told, by the freight co, that I will most likely not receive this before Christmas. This is a dining table that was to arrive before a dining holiday, that is now a month delayed? A reputable company should, at the least, be honest about delivery guarantees before accepting a large order. At the bare minimum let customers know sooner you are unable to fulfill orders, giving us the opportunity to make other arrangements. I understand this isn't the end of the world, but we would have purchased elsewhere to had we known. I would be curious to know when they knew they wouldn't be able to make the original delivery date. Why wait until it's too late for a customer to make other arrangements?

  

  Business response

  03/01/2024

  Dear *********,
  
  We wanted to take a moment to wish you a happy New Year from the entire TT family! We hope this year brings you joy, success, and fulfillment.
  
  We would also like to offer our sincere apologies for any delays you may have experienced with the delivery of your purchase from Transformer Table. As a company, we always strive to provide the best possible experience for our clients, and we take your feedback very seriously.
  
  Regarding your specific order **********, we understand that the estimated delivery date was between December 19th and the 22nd. We are pleased to inform you that your delivery was made to your home on December 20th, as indicated in the attached document.
  
  We deeply regret any confusion that may have arisen from expectations set by the delivery date highlighted in our advertising banners, or any misconceptions about certain orders being delivered before Thanksgiving.
  
  Once again, we appreciate your order and value your support. We are committed to continually improving our processes and ensuring that you receive the utmost satisfaction with your purchases from Transformer Table.
  
  Wishing you a wonderful start to the New Year,
  
  The TT Team

  Customer response

  03/01/2024

  
  Complaint: 21016729
  
  I am rejecting this response because: It was clear that by ordering before 11/7/2023 the delivery date would be before Thanksgiving 2023.  It was only after a "higher than expected" demand for a certain finish that I was told (days before the expected delivery date) that it would be delayed by over a month.  Bait and switch with no reprocussions.
  
  Sincerely,
  
  ********* *******

  

  Business response

  04/01/2024

  Hi *********,
  
  Thank you for your reply.
  
  Please accept our apology for the misunderstanding regarding the estimated shipping dates. We strive to provide accurate information and we are sorry to hear that your expectations were not met.
  
  When you placed your order on November 7th (***** ********), the estimated delivery date was December 19-22, 2023. You received a notification on December 8th that the order was in transit and it was delivered to you on December 20th.
  
  Transformer Table has not failed to meet any of the promised information regarding your order. We have included all the necessary proof and pictures to support this.
  
  We wish you a happy new year and all the best!

  
  
  TT Team

  Customer response

  05/01/2024

  
  Complaint: 21016729
  
  I am rejecting this response because: the original delivery date was never December 19-22.  That was the new delivery date I was given 2 days prior to my original delivery by date of before 11/22.  TT continues to claim they did not advertise a guaranteed delivery by Thanksgiving, knowing this was not the case.  I was inundated with ads/emails stating a guarantee that TT had no intentions of fulfilling.  All I want is that fact to be acknowledged.  It was a misleading ad, at best.  Or a full deceit to consumers, at worst.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  14/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 25th, 2023, I decided to purchase a transformer table for my wife as an early Christmas gift. The company website stated delivery would be between December 5-8. It is December 14th, and I still do not have my table, and the company cannot tell me when it will arrive. I have not been able to use the table for two holiday gatherings, and I do not believe it will arrive prior to Christmas. The delivery date stated on the company website was false and misleading. Someone needs to be held responsible, and restitution needs to be made. Had I known I would not have been able to use the product for the holidays, I would not have placed the order.

  Customer response

  04/01/2024

  Please remove complaint #21009439. The issue has been resolved.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My wife and I order a Transformer Table from the company Transformer table on September 8, 2023 that the company said they would have delivered by December 5, 2023 with tracking number ******************* ******** ******* * ********. When we looked up our order on November 14, 2023, *** said that Transformer table cancelled our order without notifying us and without a refund. We tried calling their customer service several time and holding for at least a hour on the phone. No one ever answered or picked up the call to resolved the issue. We are looking for our money back but still can't get a hold of anyone in customer service.

  

  Business response

  12/12/2023

  Dear client,
  
  I hope this email finds you well. I wanted to sincerely apologize for the inconveniences caused with your tracking information. First and foremost, we acknowledge the error on our carrier's side, and we they take  full responsibility for their mistake.
  
  I want to assure you that the issue has been rectified, and a new tracking number was sent to your wife's email address on file yesterday. We kindly request that you track your order daily to monitor its progress. Additionally, please accept all calls and text messages from the carrier, as they may need to get in touch with you regarding the delivery.
  
  We truly appreciate your understanding and patience throughout this process. As a gesture of our appreciation, a small token has been credited to your personal account. We hope that you would consider revising your complaint, as we have promptly addressed your concerns.
  
  Once again, please accept our sincerest apologies for any inconvenience caused. We value your business and wish you a happy holiday season.
  
  Warm regards,
  
  TT Team
  

  Customer response

  12/12/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20982957, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ********
  

• Initial Complaint

  18/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/23 I purchased a dining room table set and coffeetable. The merchandise failed to arrive within the timeframe I was given, despite calls and emails to Transformer Tables. I was given tracking numbers that were false. Thus, I opened a claim with my credit card company on 9/19/23. On 10/5/23, my bank reversed the charge and credited my account. At approximately the same date, I unexpectedly received delivery of the merchandise; however, several items were damaged in shipping. The company instructed me to reverse the chargeback and they would honor the warranty on the merchandise. I promptly requested that my bank re-charge my account for the full purchase price on 10/11/23, which they did. (Statement attached.) It has now been 37 days since I re-purchased the set and Transformer Tables is still refusing to honor the warranty and replace or refund me the cost of the damaged merchandise.

  

  Business response

  01/12/2023

  Dear ********,
  

  We understand this delay is frustrating and apologize for any inconvenience caused. We have informed our clients that chargebacks take very long to be resolved, and for these reasons, we always recommend that our clients deal with us and avoid chargebacks, as our primary mission is to help our clients. Once the chargeback is open, the process is not in our hands but in the client's banks, and we cannot be responsible for any outcome or delays.

  We appreciate your understanding and patience throughout this process.
  
  Once we have a resolution from the bank, we will expedite the resolution of your warranty claim and make sure you're happy. In the meantime, please don't hesitate to contact our customer support team with any more questions or concerns.
  
  I appreciate your understanding, and we appreciate your continued support.
  
  Best regards,

  Customer response

  04/12/2023

  
  Complaint: 20889760
  
  I am rejecting this response because:  my credit to my account on October 5th was reversed on October 11th.  My bank has told me that the business's bank received payment on that date.  It is customary for some banks to hold this payment to assure that the problem is resolved, however, all the business needed to do was contact their bank and request the funds.  I followed the business's direction to make payment and it has now been almost 60 days and I still don't have the replacement of my damaged furniture.  I have attached a letter that I requested from my bank, which states that the claim on my end has been closed, as requested by me on October 11th.  I am still waiting for the company to honor their warranty.  This has been terribly frustrating.
  
  Sincerely,
  
  ******** *******

  

  Business response

  05/12/2023

  Dear ********,
  
  I hope this message finds you well. I wanted to address the concerns you raised in your previous correspondence.
  
  Please understand that the information we provided regarding the bank statement is based on the facts presented to us by your bank. We are not responsible for any issues that may arise as you have initiated the chargeback with your credit card.s. To resolve this matter, I recommend contacting your bank directly to expedite the process.
  
  Additionally, I would like to clarify that initiating a chargeback and filing a complaint with *** are separate matters. The chargeback is related to the reimbursement process for your purchase, while the complaint with *** pertains to the company's practices. These issues are distinct and should be addressed accordingly.
  
  We kindly request that you keep us informed of any updates or responses you receive from your bank via email.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 31, I received my TT bench. When the item was unboxed the entire bench was cracked. I immediately contacted the warranty department and they followed up quickly. I was asked to remove the rails and drope them off at ***. Here is the issue: The rails weigh about 40 lbs and do not have the means to drop these off (I have a FIAT500 and these do not fit). I asked the customer service to transfer me to the warranty department so that I could speak with someone to have the rails picked up rather than pay $50, and no one has called me back. At this point I want my money refunded to me as I needed to purchase 10 chairs for family TT is does not respond.

  

  Business response

  18/08/2023

  Dear ******,
  
  Thank you for bringing your concerns regarding our warranty department to our attention.
  
  We would like to apologize if there was any miscommunication or misunderstanding regarding our responsiveness. We have conducted a thorough review of our records and found over six email exchanges with our Customer Service Representatives. We have attached a screenshot of our interactions for your reference.
  
  Please note that our warranty team operates solely through email communication. We have made every effort to be transparent about this by clearly indicating this information on our website. The reason for our preference for email communication is to ensure that we can effectively gather all relevant information, including pictures or videos as attachments, and maintain proper documentation for quality control and product improvement purposes. Unfortunately, at this time, we do not have a technology that allows us to record videos or calls and automatically convert them into files.
  
  Regarding the return of your merchandise, we understand your concern about the weight of the railing at 38 lbs. However, we would like to highlight that we delivered the entire bench, which weighs over 110 lbs, to your home. We cannot be held responsible for the limitations of your vehicle choice, and it should not reflect poorly on our warranty policy.
  
  We would like to emphasize the importance of our customers reading and familiarizing themselves with the terms and conditions before making a purchase. Every customer has the responsibility to validate if the agreement works for their specific circumstances and needs. Unfortunately, we cannot accommodate every individual lifestyle or choice.
  
  Once again, we apologize for any inconveniences caused and appreciate your understanding and patience in this matter.
  
  Best regards,
  
  TT Team

• Initial Complaint

  18/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered several items from this company back on June 1, 2023. The website said the item was in stock and usually ships within 10-14 business days. A month goes by, and no word from the company about a delay. I reached out to customer service the first time on June 15, 2023 and was informed that the items were out of stock but will be back in stock the next week. I waited 2 more weeks and reached out to the company again. I was told for a second time the items were out of stock and should be back in stock and ready to ship by the second week of July 2023. Again, I have not received my items nor have they shipped. At this point I don't know if my order will ever be filled. I have already paid for the items which totaled 3,322.75 USD. I have saved copies of the correspondence with the company. I would like them to ship my product immediately. If this doesn't get resolved I would like the money refunded.

  

  Business response

  18/08/2023

   

  Dear ********,
  
  Thank you for taking the time to share your feedback.
  
  We sincerely apologize for any inconvenience caused by the delay in your order. Unfortunately, the units you purchased were extremely popular and our marketing team was unable to update the website in time to reflect the stock availability accurately. As a result, we oversold more units than we had in stock.
  
  We have notified you accordingly upon receiving this information. We understand that waiting for the arrival of the goods may have been unpleasant for you.As you have received the product few days ago we truly hope that the wait was worth your time as our product is truly unique and amazing.
  
  Once again, we apologize for any frustration and inconvenience caused. We appreciate your understanding and patience throughout this process.
  
  Wishing you all the best from the TT team.
  
  Kind regards,

  Customer response

  18/08/2023

  
  Complaint: 20340040
  
  I am rejecting this response because:

  You noted that I have received my product. In fact, I am still waiting for the order. What you saw was shipped in your system was a cheese and cutting board that your customer service sent me as a "sorry for the inconvenience" gift. I was notified by email one time after I called to speak with customer service for a third time. They assured me that my order would be shipped by between the 15th and 20th of August. I did receive an email that said the order was ready to be shipped; however, I still have not received any of the shipping information or have been contacted about the delivery date. If the order has been shipped that is great as I would still like the product. 
  
  Sincerely,
  
  ******** *******

  

  Business response

  21/08/2023

  Hi ********

   

  Thank you for your message. We are glad to inform you  that your order ********** has been shipped. According to the information provided, it was sent on August 16th via XPO, and you can track the order using the tracking number *********.
  
  Have a great day!
  
  Best regards,

   

   

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was very impressed with the mechanics of this unusual dining room table. It expands to a large size. I was in search of something I could use for the entire family. I purchased two of the tables, 2 benches, and the coffee table that would store the extra table extension pieces. All the items arrived in good order. When we assembled the tables. I was surprised to see they were close to an inch narrower than the measurements on their site. The bigger problem within weeks of owning the items my 2 year old grandson dropped a small plastic toy on the table, I mean he isn't much taller than the coffee table and it made a large dent. I was surprised how soft and non-durable of the wood quality. I contacted the company. (Email copy attached) and they wanted me to send Bill of Lading, and make it shipping damage problem, and ignored my question on the difference on the measurements. I called them and they told me to file the claim with it as shipping damage. I could not do this as it was not a shipper error. Within months of very little use (not a daily used table, in my formal room) we found many dings/dent on the wood for the dining room table. I again called the customer service department (see proof attached) and she too told me to file a shipping damage. I spoke to them close to 1/2 hour, and told her that was dishonest and asked what would they do about the other dents. She said that was "wear and tear" and I agued that this would not be so, but low quality wood. She told me it would not be covered by the company. I didn't expect a full refund, or even a return (although I would take that now) but maybe some discount or compensation as I now realize that because of the low quality, easy to dent wood I will have to replace this piece of furniture much sooner than I should....especially after spending about $5,000 total. I would now be happy for a partial refund or other amount for compensation. It does not have to be the full amount.

  

  Business response

  11/07/2023

  Dear *******,
  
  We hope this email finds you well. We wanted to address your claim regarding the coffee table. We have only received one claim from you on May 8th, 2023. However, we have requested more pictures and have not received further information from you.
  
  We want to clarify that apart from the initial claim and the phone call you had on July 10th with our customer service representative, we have not received any other contact regarding any issues with our products or services. As a result, we are unable to address any additional concerns or complaints.
  
  We must also bring to your attention that your *** claim is inaccurate: unfortunately, your claims that the quality of our products is sub-par simply isn't valid, as can be validated by the countless happy customers that have enjoyed their quality hardwood dining sets and wooden goods for many years.
  As has been communicated during our interactions and through the warranty claim exchange, damages caused by your grandchild's toys are not covered under our Warranty. The purchaser needs to take responsibility for the care of their furniture. We understand that accidents can happen, and as you had claimed previously in both your interactions with our customer service representative and your email exchanges with us, you had taken responsibility for the damages done to the coffee table, as expensive pieces of hardwood furniture must be cherished and treated gently to preserve their longevity. Sadly, we cannot provide replacements or financial compensation for damages resulting from neglect.
  
  To provide further clarity, here are the items that are not covered under our Warranty:
  
  "Any stains, burns, heat marks, scratches, cuts, or liquid/moisture damage resulting from use by the customer or their environment."
  
  We have never advertised or promised coverage for these types of damages. You can refer to our warranty page at ******************************************* for more details on what our warranty covers.
  
  We would also like to highlight what the Warranty does cover:
  
  "- Natural degradation, such as visible cracks/splits in the structure or larger than normal gaps between panels due to warping of the solid wood structure (covered for one year).
  - Physical flaws of the metal components during the manufacturing process (lifetime warranty).
  - Movable metal components of the ball-bearing mechanism.
  - Structural metal hardware including defective clips, pins, or latches (covered for 1 year)."
  
  In addition, the following items are not covered under our Warranty:
  
  "- Any stains, burns, heat marks, scratches, cuts, or liquid/moisture damage resulting from use by the customer or their environment.
  - Normal wear and tear, including distressing of the color/finish of the products due to long-term use and direct exposure to sunlight. However, touch up paint may be requested for scratches/chips on the finish.
  - Damages or warping issues due to extreme temperature changes in the living environment. Our products should not be placed in temperatures below 10 degrees or outdoors.
  - Any product that is sold by an unauthorized retailer or sold as "used" or with any indication that it is not "new."
  - Damages incurred during assembly.
  For transport warranty claims, please note that they must be submitted within 24-72 hours of receiving the goods. To proceed with a transport warranty claim, you must provide proof of signature on the BOL (receiving document) and proof of damage written on the BOL by the recipient. Additionally, we require pictures of the palette, the unpacked units showing the damage, and a close-up picture of the damage. Please keep in mind that a transport claim may be voided if there is a lack of evidence, poor picture quality, or false claims. Our warranty center reserves the right to refuse a claim, provide partial financial compensation, or only replace certain parts of the damaged unit."
  
  These are all transparently shown on our website; many customers understand these conditions. We have customers that come to us when there are true manufacturing defects with their products, be it the hardwood or the metal components of our tables and benches, but aside from that most are fully aware of the fact that furniture being used in their homes will, inevitably and over time, incur normal wear and tear. These include small dents, minor chipping, wearing of the surfaces, etc. and it is expected of them, as a part of their responsibility as the owners of these expensive pieces of furniture, to care for them, treasure them, and treat them preciously in order to maintain their quality and aesthetic integrity for as long as possible. Hardwood furniture in and of itself cannot be expected to be indestructible and withstand months of regular use, especially with children using them as playing surfaces. It's quite unfortunate that your products sustained these damages within the period of time that you were in possession of them, but this is quite an exceptional case as we rarely ever receive complaints of our products' quality.
  
  To address your concern about the appeal of solid wood furniture, I would like to emphasize that the uniqueness of each piece is a crucial aspect of its charm. Solid wood furniture may have variations in color, natural marks, grain patterns, and workmanship, which make each item distinct. These differences, including wood splits, filling, knots, distress marks, antiquing, and more, are considered integral to the natural product. Some of our ranges are intentionally crafted to showcase "distressed" or "rustic" styling, which adds to the unique and "lived in" appearance of each piece.
  
  As had been reiterated by our customer service representative during your phone call on July 10th, we have always been happy to provide you with all of your options as our customer: we offered you the route of Warranty (which you had refused), and we also offered you touch-up paint, which, based on the pictures you have sent us, did not yet seem to be applied to some of the more superficial chipping/discoloration along the edges of your dining table and coffee table -- which would definitely help to improve the look of the wear and tear your furniture has sustained. Given the conditions of your order, parallel to the terms and conditions of our company's policy, we offered you all of the options available, as is offered fairly to all of our customers without favouritism or exceptions. We treat all of our clients with respect and fairness, and as a company we remain consistent in our resolve to offer all of our policies plainly and transparently, publicly, on our website so that clients may use their discretion and choose wisely about what products they'd like to invest in.
  
  We've given you a platform and the space to openly air your grievances and hear your side of the story, as we want to always listen to our customers concerns, but we find that your claims are unfounded and could potentially harm our reputation and financial standing. It is for this reason we kindly ask that you provide any relevant and substantiated claims or issues that you may have concerning the quality of our products.
  
  
  If you have any further concerns or questions, please do not hesitate to contact us. We are, as always, here to assist you with the viable options at hand.
  
  Best regards,
  
  Team TT
  
  
  
  
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a Transformer Table with four chairs and a bench, as well as a five-piece patio set. The items arrived on June 15th and the boxes were not damaged. We did not officially move in until June 22nd. We unboxed the patio set right away, however, waited to unbox the table until this past weekend when the whole family was off. Two of the chairs were ripped underneath. The bench has a crack in about the size of a hammer head. If you move your hand across it, you can cut your finger. We have attempted to resolve the issue with the merchant; however, they refuse to replace the bench. They state they will send touch up paint. When you pay good money and thousands of dollars for a product you do not expect the product to arrive damaged. Since the top of the box was fine, it seems that this piece was intentionally packaged up damaged. I guess they figured they got your money so why not unload defective merchandise off to the customer. They also said you can still use it. That may be the case, however, who wants to buy something already damaged. A TV with a cracked screen can still be used, but does that mean you want to buy it that way? All we are asking is that we receive what we paid for. An undamaged bench. A bench without a crack in it. A bench that comes new. Basically, what anyone would expect when they pay for something that is supposed to be new. We ask that the product be replaced, or the cost of the bench be refunded. We would prefer a replacement. Thank you for your time in resolving this matter.

  

  Business response

  11/07/2023

  Dear ******,
  
  Thank you for reaching out to Transformer Table with your claim for order US-34098. We would like to inform you that your claim regarding the chairs has been accurately handled, and a replacement has been sent to you. You can track the shipment using the following *** tracking number: ******************.
  
  However, please note that the reported issue with the bench is not covered under our warranty. As it is a scratch that occurred during or after unboxing, it falls outside the scope of our warranty coverage. We have included our warranty link, which clearly outlines the specific issues and damages that are covered: *******************************************
  
  To make up for the inconvenience caused, we have already provided you with a partial compensation, as well as sent you gifts and touch-up paint. We assure you that we have handled your claim in accordance with our highest procedures. At this time, we consider your file closed as we have financially compensated you, provided a replacement, and sent you touch-up paint to address the small scratch on the bench.
  
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you.
  
  Best regards,
  
  TT Team

  Customer response

  16/07/2023

  
  Complaint: 20273262
  
  I am rejecting this response because:
  

  The crack on the bench is not a scratch.  It is about the size of a hammer head.  You will cut your fingers if you rub your hand across it.  The bench was obviously packaged this way.  We sent photos of the outside of the box that was undamaged.  The pictures may look like a scratch, but it is not.  It is hard to have a photo look and FEEL like the real thing.  The bench was obviously damaged when it was packaged by the company and do to their lack of making things right, it looks like this may be a common business practice by them.  Packaging damaged goods and then refusing to make it right by replacing the damaged item.  Damaged, not scratched.  I would not waste my time on a scratch.  But cracked.  Yes.  It was not "scratched" during unboxing, as this is NOT a scratch.  It is a crack that was obviously known by whomever boxed it up and shipped it.  It is funny to me that a company that I spend nearly five thousand dollars on with a patio set, table, bench, four chairs, and coffee table offered this same bench for free in the weeks prior to my order for Mothers Day and weeks after my order for Fathers Day.  And yet they fight with a customer and refuse to do the right thing.  This business is a farce, are liars, are cheats, and sell defective products knowingly.  Offering touch up paint is an insult to a combat military veteran.  They should be ashamed of themselves.  These types of business practices is why the other companies now selling similar products will succeed.  I reject their insult and demand a replacement.

  Thank you for your time.

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

  

  Business response

  18/07/2023

  Hi ******,

  After careful validation and no proof from the submitted pictures by you, if it is a crack or scratch, we will ask you to return parts of the bench to us, so we can validate the issue and send you  replacement or issue a refund.

  Please update your *** , as we have done everything and went above and beyond for your order, even after the submitted pictures are not clear.

  Thank you 

  TT Team 

   

   

   

• Initial Complaint

  31/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 out of 6 transformer couch sections broke within 7 months of delivery. I weigh 140lbs and am a sole resident in a household. Construction and parts have a faulty design and bad craftsmanship. When reporting to warranty department, they stated that they’ll compensate me $300 for additional screws and washers. They provided videos of how to drill holes in the couch to place new screws that they did not include in the initial design. ‘Warranty Team reserves the right to repair at a reasonable cost and/or offer a monetary partial compensation, send you replacement parts or simply provide you free resolution.’ DIY couch is not a resolution as it requires me to tamper with the original design(why? So when it breaks even more, TT blames me for it?) New screws with washers are not replacement parts. Free resolution as in advice?! will not professionally fix the couch. REPAIRS are reserved to the warranty team, NOT the customer. So why is the resolution for me to repair it? That’s against warranty as I am not a warranty team. Please, have a your warranty team pick up and fix the couch. But they don’t want the liability and responsibility of fixing it. When I refused to DIY the couch and asked for refund, they stated that me complaining of a broken couch is ‘buyer’s remorse’ and refuse to take accountability for faulty design. They refused to refund me although the couch is not functional and is just taking up lots of space with no purpose.

  

  Business response

  09/06/2023

  Dear ********,

   

  We hope this email finds you well. We wanted to reach out to you regarding your order ********** and the inconvenience caused.
  
  Firstly, We want to apologize sincerely for any frustration or inconvenience caused by the issue reported with your transformer table couch. We stand behind our products and take any issues reported very seriously. We want to assure you that we have addressed the issue you reported, and we hope that it has been resolved to your satisfaction.
  
  We understand that the inconvenience caused may have been significant, and we have compensated you with a partial refund on your original payment. We hope that this gesture of goodwill helps to show how much we value your satisfaction as a customer.
  
  Once again, please accept our sincere apologies for any inconvenience caused. We kindly request that you review and update your response on *** as we have addressed your issues.
  
  If you have any further concerns or questions, please don't hesitate to reach out to us. We genuinely appreciate your business and hope to continue serving you in the future.
  
  Best regards,

   

• Initial Complaint

  30/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My problem is very simple. The company sent me the wrong chairs. Instead of Australian Acacia, which has a mixed color grain and unique style, they send a light wood with a regular wood grain pattern. The company refuses to exchange the chairs either through customer service or their warranty departments.

  

  Business response

  31/05/2023

   

  We kindly ask that you please update your complaint on *** with the correct information and provide us with any additional details that you may have.
  Thank you for your cooperation.
  
  Best regards,
  **** ******
  
  Dear ********,

  
  Thank you for your email and for providing additional information regarding your *** complaint. We appreciate the opportunity to address your concerns.
  We understand that you are seeking a resolution to your complaint, and we apologize for any confusion or frustration that you may have experienced. We want to assure you that we take all customer complaints seriously and strive to address them promptly and effectively.
  Regarding your warranty claim, we are glad to hear that your issues have been resolved before you posted this complaint. We want to reiterate that the wood variation is a natural occurrence and not an error in shipping or packing. Our craftsmen and woodworkers do their best to minimize the variation, but it is not something that can be completely controlled in natural products made of wood.
  We understand that you may be seeking an exchange of the product, but we want to clarify that we do not cover buyers' remorse or provide exchanges for natural wood variations. It is the responsibility of the client to research the product before purchasing, understand the real wood variation, request free samples, ask for a virtual tour, or any related information for exchanges, returns, or buyers' remorse purchases.
  We appreciate your understanding in this matter, and we want to remind you that we value our customers and take their concerns seriously. We have provided you with a monetary compensation and an explanation concerning the wood variation to resolve your warranty claim.
  We kindly ask that you please update your complaint on *** with the correct information and provide us with any additional details that you may have. We are committed to resolving any remaining issues and ensuring your satisfaction with our products and services.
  Thank you for your cooperation,

   

  
  Best regards,

  *************************************************** *******************************************
  

  
  
  

  Customer response

  31/05/2023

  
  Complaint: 20123213
  
  I am rejecting this response because it is absolutely, 100% false. The company is lying about the type of wood chairs I received, as they are NOT the wood that I ordered, and rather than fix the order, they are trying to gaslight me and place the blame on me. The issue is also definitely NOT resolved through the warranty. These are two different kinds of wood, not even somewhat similar and I will make sure that my reviews of my experience with this company go far and wide. I even have thousands of social media followers who may be interested in staying away from this company, though it isn't my main subject matter.
  
  Sincerely,
  
  ******** ********

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