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ComplaintsforTropitone Furniture Co Inc
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Complaint Details
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Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to express my disappointment with Tropitone Furniture over the delivery of a patio table I ordered from the Algonquin, ******** location of The Great Escape. Knowing there can be a spring rush, we ordered our set at the end of January 2022 and we told that the set would be delivered by early May. The chairs, umbrella and stand were delivered Memorial Day weekend, but minus a table to sit at. At one point I was told shipping for the table was confirmed for mid-July, then it was mid-August. Now I can no longer get an estimated delivery date from the Great Escape or Tropitone. I contacted the Tropitone Furniture sales rep. for the Great Escape, *************************, but he would not commit to a delivery date. Instead, he sent me a letter which I am attaching to this complaint. I am aware of shipping delays for raw materials and electronic parts. What I dont understand are delays of this length and believe Tropitone should be informing potential customers of these long delays before selling more product. I believe the company is misleading customers by not being truthful with them and keeping them informed of continued delays in delivery. From reading social media, I see they have quite a few unhappy customers. Had I known it would have taken this long to get a table, I would have made a different buying decision. I certainly would not have paid full price for such awful customer service and communication. *********************Business response
10/12/2022
Hello *****,
I was recently made aware of a letter that we received from the Better Business Bureau of the Pacific Southwest written on your behalf. In addition, we received the letter that you wrote as well. First, I would like to personally apologize for the frustration and the bad experience that you have had.
These past couple of years have been beyond challenging for many people and for various reasons. For many manufacturers worldwide, it has been difficult to get all the components necessary to produce the items needed in a predictable and timely manner. Tropitone has had many of these challenges with nearly every ingredient needed to make our quality furniture. It has become very common for our suppliers to short us aluminum castings, extrusions, foam, paint, fabric, and other components needed. When we are shorted even one of these ingredients, it makes it impossible to complete our orders. We do our best to give our retailers the best estimated time of arrival but unfortunately, we have missed some of these estimates because of these shortages. This has been the circumstance with the table that you have been waiting for. Certainly, this has not been intentional. We fully understand how frustrating this is for our end consumers like you.
I have been informed that the table that you have been waiting for has arrived at The Great Escape. Would you mind letting me know if the store has contacted you and if your table has now been delivered? If it hasnt been delivered yet, I would be happy to investigate further to see if I can assist. Again, my sincerest apologies for how long this has taken and the frustration involved.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.