ComplaintsforTransformer Table Inc.

• Initial Complaint

  07/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  his place has got to be one of the worst companies I have had to deal with when it comes to after purchase customer service. They are happy to talk to you about information on their web site, but when it comes to actual issues with the delivered product they push you to the "warranty dept" that refuses to talk on the phone and to which the customer service dept apparently has no visibility. "Sorry we can't help you, you have to email the warranty dept." how is that a response from the Customer Service manager. The table came out of the shipping container with a damaged corner like it was dropped on the corner before or during shipping and they want us to be happy with $250 and some touch up paint. Sure if it was a $300 table but its a $3,000 table. ***** ******* ** *** **** *** ****** **** **** ******* ***** ****** **** ** ***** ***Oh but you can return, only if you can get it all back into the original packaging and you want to pay for the return shipping.

  

  Business response

  10/09/2021

  Hi Dear client,
  We are sorry you are not happy with the resolution, we couldn't' identify you, ** *** *** **** ***** we only communicate with the original owner of the goods, and to whom the credit card belongs. 
  Under these particular circumstances we wanted to make an exception and we will reply to your request.
  
  Our policy is clear, on our website, and at any moment a client has or has an opportunity to inform themselves by requesting additional information , by email or phone call before purchasing the product.
  We offer Warranty and it is clear on our website that we (Transformer Table) reserve the rights to proceed in a way that is according to our guidelines and especially case by case.
  We take the time to provide this in a written form for the client to understand our Warranty, we are transparent and under no circumstances are being dishonest.
  
  We will refund you, with pleasure please pay back to return the product back to Transformer Table  in original boxes and we will gladly refund you $2,936.87 CAD
  
  ***** **********************************************
  One-Year Limited Warranty
  Your new Transformer Table (TT) products are covered by a one-year limited warranty at no additional fee or cost to you. If you experience a manufacturing defect while being covered under our warranty period, please contact us. 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. Please be aware that certain delays may occur with the manufacturing and the shipment of your replacement parts. It is essential that we make sure your replacement parts match the finishes and wood lot of your original products. Considering the naturally occurring variations in wood essences and grains, identifying the right wood lot and finish in some cases this may not be a possibility, but we will communicate this with you.
  
  Please note that all Warranty issues are communicated by email only to provide you a better service with more accuracy.
  ******************************************************
  OTHER INTELLECTUAL PROPERTY
  Transformer Table is the sole owner or lawful licensee of all the rights and interests of the website ***********************. Transformer Table has intellectual property rights protected under worldwide patent, copyright and other laws. You agree not to infringe any or all of the title, ownership and intellectual property rights of Transformer Table. You hereby indemnify Transformer Table to the extent of any breach of intellectual property rights by or through your use of Transformer Table. All rights not otherwise claimed under the Terms or by Transformer Table are hereby reserved.
  
  ******************************************************
  
  
  SERVICE AFTER SALE AND RETURNING OF THE ORDER
  We are very sorry, but if you are not happy with your purchase you can return your product in the original package at YOUR COST to ship back to the address below:
  Transformer Table
  *** *** ***** ************** ** *** ***
  Once the Product is received in our warehouse, and after an inspection the full refund will follow in 3-7 business days.

  Customer response

  16/09/2021

  
  Complaint: ********
  
  I am rejecting this response because: In the end I would be out of money because the cost to ship this heavy unit would be several hundred dollars.  Why cant you just send me a replacement for the part that was damaged like any other company would do.

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

  

  Business response

  21/09/2021

  Hi *** *** *** *********,
  
  
  
  
  We are glad to help, but we need documents from you.
  
  Please send us the Proof of delivery we will claim the Transport  damage ,once it is accepted we will let you know. Feel free to do a claim directly with the TRANSPORT if you wish so. 
  As we explained, we are happy to help, but in order to do replacement of the whole table console we need to claim it if it was under TRANSPORT WARRANTY as per our procedure.
  Awaiting your proof of delivery showing that there was damage at receiving the unit, we will then ask the transport company to match the documents with their drivers and proceed to a claim.
  Please be advised as you did not do the claim with 72 hours it may be denied to Transformer Table. But you may have a better chance, to do the claim directly as you were there receiving the shipment.
  
  
  
  
  **********************************************
  
  Transport Warranty At Delivery
  
  
  
  
  
  
  
  
  
  
  All Transport claims must be submitted within 24-72 hours of receipt of the goods.
  
  In order to proceed to a Transport Warranty Claim you must provide: Proof of signature of the BOL (receiving document signed by purchaser). Proof of Damage written on the BOL by recipient.
  
  Picture of the palette not unpacked with showing the damage of the product. Picture of the units unpacked showing the damage. Picture of the whole table/or bench extended to the full (5 panels) view.
  
  Picture close up of the damage A Transport claim may be voided: due to lack of evidence, poor pictures quality or false claim.
  
  Warranty Center reserves the right to refuse a claim, provide a partial financial compensation or replace only parts of the damaged unit.
  
  COVERED:
  
  Major visible cracks, major chips or dents to the wood, major splits of the wood.
  
  NOT COVERED:
  
  Minor superficial scratches, dents and marks, cosmetic degradation or staining or paint discoloration, all heat marks and all water damage, any damages past 72 hours from receipt date of your product due to storage.

• Initial Complaint

  27/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a table from Transformer Table on May 26th 2021 for the amount of $1999 (order#******), after receiving color swatches. Table wasn’t received til Aug 13th despite the estimated delivery for the end of July. Stain color is not as illustrated on the swatch, the table is red. Despite repeated attempts to work with sales, customer service and warranty teams, the company states that they do not see a defect and refers us to their return policy, which requires the buyer to pay return shipping. Return shipping was estimated by their shipper for more than the value of the table ($3000). This isn’t a matter of taste (wood grain, quality of finish etc), the stain on the swatch completely misrepresents the color of the table. We are happy to return the table in its original packaging (in which it is labeled American Walnut) in exchange for a refund, but don’t believe it’s fair to ask us to bear the burden of the return shipping fee given that the swatch is so inaccurate.

  

  Business response

  27/08/2021

  Hi ***,
  
  
  We are sorry that you are not happy with your recently purchased Transformer Table.
  Please be advised that we have very carefully read all the information on your BBB recent complaint and we have also read all the emails and listened to all the phone exchanges with you.
  
  
  It is unfortunate that you don't like this beautiful Mahogany Dining Set.
  After careful verification here are the information that was clearly provided to you and that is still on our website available to all our clients.
  As a merchant we are responsible to provide all information on our website, as a consumer you have a responsibility to read all the fine print and all the details after sale available to you, or ask all the questions. Once a transaction and shipment and verbal confirmation is provided to you, you are solely responsible to the acknowledgment of your sale contract.
  
  
  Here is some information that is clearly indicated on our website that applies to your request.
  
  
  Please carefully read all this information below and be advised that the samples provided to you, due to a very small size may represent only a 2'' inches of the table and are under no circumstances are not falsely representing  as the color.
  As all clients should be informed, no wood (tree or sample of trees) is identical and color variations are possible, as this is a natural texture and the way the wood ( absorbs) the color.
  
  
  Please be advised that we will  gladly send you a credit for 75.00$ for the inconvenience, but we will not be able to take the dining set back as buyer's remorse  is not part of our return policy.
  
  
  Wishing you the best.
  
  
  ***************************************************
  
  
  -1
  SERVICE AFTER SALE AND RETURNING OF THE ORDER
  We are very sorry, but if you are not happy with your purchase you can return your product in the original package at YOUR COST to ship back to the address below:
  Transformer Table
  *** *** ***** ************** ** *** ***
  
  Once the Product is received in our warehouse, and after an inspection the full refund will follow in 3-7 business days.
   -2 
  PRODUCT DESCRIPTIONS
  Transformer Table endeavors to be as accurate as possible, however mistakes happen. Transformer Table does not warrant that product descriptions or other content on Transformer Table is accurate, complete, reliable, current, or error-free. If a product offered by Transformer Table is not as described, your sole remedy is to return the product in its unused condition, according to the Returns Policy.
  
  
  *******************************************
  
  Solid Hardwood Furniture
  
  
  The appeal of solid hardwood furniture is that each piece is unique in terms of color, natural marks, grain patterns and workmanship. Consequently, you may notice some differences between items from the same range; any such differences are considered an integral part of this totally natural product. Due to the very nature of solid hardwood furniture, all ranges will feature varying degrees of distressing; this may include wood splits, filling, knots, distress marks, antiquing and more. To complement these unique qualities, some of our ranges are crafted to showcase 'distressed' or 'rustic' styling. This is very much intentional by our skilled craftsman and makes each piece unique with a 'lived in' appearance.

  Customer response

  30/08/2021

  
  Complaint: ********
  
  I am rejecting this response because:  I have since found new information that shows that the sample swatches should not be a problem, which is what we had an issue with.  The sample swatch did not match the table, they were completely different and this is why we don’t want the table.

   

  The below is based on an email that I sent back to ******* after she sent that they could reimburse me $75.00 **** **** ****** ** *** ****** **** ** *** ****....The below was my emailed response to her.

   

  Hello *******,
  
  
  I see that you declined correspondence from my partner because she isn’t on the invoice, understandable, but as my partner we both made the decision about your table despite just my name being on the invoice.  I didn’t see a section for others to be involved otherwise I would have included her.  She did get and inquire about getting samples from Holland so she was included in this process, regardless of who’s on the invoice.  Anyways, that seems to be a whole other topic.
  
  
  With that said lets move on to the $75.00 refund....I find this unacceptable and decline the reimbursement.  Now you might say I have accepted it because its going back on my credit card but I am not.  I have read all of the fine print and no where does it state anything about your samples (however you have the right to change anything on your website informationally at anytime, I did read that). I took screen shots on all info on your website and read through it several times, referring back to those as well as your actual website in case I missed something.  * **** **** ******* **** ******* *** ********** **** ** **** ******* *** *** ****  *******  All product photos are professionally taken, with lighting conditions comparable to residential homes. To ensure you select the right finish, request to order samples here.
  
  
  I’m scratching my head here at this point....you are telling me that the samples are inaccurate *** ***** *** ****** *********** *** ** ***** ** **** **** **** ** *** **** ******* ****** ******** **** *** ****** ***** ** *** ******** ** *** **********  I have seen the statement that you have given me and that other staff gave me....Transformer Table endeavors to be as accurate as possible, however mistakes happen. Transformer Table does not warrant that product descriptions or other content on Transformer Table is accurate, complete, reliable, current, or error-free. If a product offered by Transformer Table is not as described, your sole remedy is to return the product in its unused condition, according to the Returns Policy.  In reading this and with the above said, you are talking about what is on your website, meaning the photographed picture not the swatches.
  
  
  I will be sharing these findings with the BBB.  Also, in the spirit of trying to find a resolution I reached out to a local furniture restorer (**** ********* *********** *** ****** ** *******) to see what a quote would be to stain the table and bench.  The quote was $1500 to completely strip, stain and polyurethane it. Almost as much as the table ********* *** **** **** **** ************* ** **** ******* * **** **** ***** ** **********.
  
  
  ** ******** ** *** *********** * ******* ***** * **** **** ** ********* your FAQ question page with answer to the question Are the different finishes displayed on the websites, you go on to say lighting can be an issue and to ensure you select the right finish you should request a sample. you will also see your sample request page and how it states that the hardwood swatches will give your decor inspiration and help you choose the right look for your home.
  
  
  
  
  Hopefully we can come to a swift resolution.
  
  
  
  
  Regards,
  
  
  *** *****

   

   

  

  Business response

  31/08/2021

  Hi ***,
  
  
  Thank you for your email, once again, to make sure that we are on the same page, this resolution is already applied to your order *******, sorry if you didn't see the credit.
  If you are unhappy with your order  you can return the product at your expense, we will gladly refund you the whole $1,924.00 USD, as per our website 
  ***************************************************
  
  Pleasing every customer is impossible, and few negative reviews out of more than 20000 sent orders is not to reflect on our reputation, but we understand you are focused  to prove your point and  you need to draw the attention to the negative review that is reflected in your own situation.
  We are sorry, we understand that as part of business practices we will have some unhappy clients, even your example business that you are  comparing us to has *** ****** ** ******** ** **** *** *** **** *** *******, so the number decreases the more reviews you have, it's just part of doing business, you have upas and downs.
  Nevertheless, we are glad once more to take your furniture back, when you send them back to us at your cost, as described under.
  ***************************************************
  
  Please be advised we understand that you are not satisfied and that the only positive outcome would be to take the units and refund you,and we are offering you this option as the link is shown.***************************************************
  
  
  Wishing you the best and awaiting the return of goods to fully refund you.
  
  
  For the part of your partner please find the disclosed link below.
  
  
  *******************************************
  

• Initial Complaint

  25/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Product never arrived . 3k. Was charged . Customer service is non responsive.

  

  Business response

  25/08/2021

  Hi *****, As per the email below, please close the file as it is now solved.

  
  
  ********************************************* *** *** **** *** ***** ***** *** ******** **** * ** ***** * **** **** ** ******** ** ******* ** ******** 
  
  
  
  Thank you and have a good day,
  *****
  

  Customer response

  27/08/2021

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩