ComplaintsforPinecraft.com

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of Transaction May 25, 2023 Pinecraft.com order # ***** $1269.20 Paid with **** Card online for a Amish Poly Patio Oval Dining Table Receipt from Lennox, LLC for $1269.20 SKU # ***-#** Color Weatherwood and Black Was told lead time to delivery was ***** weeks emailed on 8/28/2023 to inquire about the expected shipping date of product - no response to email Called ************ on 9/12/23; 10/2/2023; ; - was told they would check on delivery status and call me back; never returned my calls emailed 10/11/2023 and 10/18/2023 to cancel order and requested refund. Never answered my emails Called 10/6/202 10/18/20233 and requested an order cancellation and refund. They said they would call back. I even offered to stay on the line until they found an answer. Never received a response.I have not received the product as promised when I paid on May 25, 2023

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this shed Amish Value Gambrel Barn Precut Storage Shed Kit SKU: 434 Select Size 10'W x 12'L x 9'H +$615.60 Upon completion of the shed it was 8' high not 9' as indicated by the order. I have emailed Pinecraft and sent pictures showing the size, I have contacted Little Cottage Co.who manufactures the shed. They indicated that That measurement would basically be their INSIDE height (the measured wall section). The exterior height would be 110" from the ground to the peak. I have sent numerous emails, Bottom line is that my shed is missing 14% of the shed area, I fell I should be compensated for the shed not measuring up to the size indicated on the order, I would accept a store credit of $500.

  

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/04) */ This is an unfortunate situation where we have the customer telling us one thing and the manufacturer telling us another. We have this shed kit listed as 9ft high to the peak (exterior dimension), with the additional floor kit added, as shown in the main product image. This is an approximate dimension, not exact. In 11 years of selling these kits, we've never had an issue with somebody questioning the dimensions, this is literally the first time, the same with the manufacturer, Little Cottage Co. We offered the customer $100 off, but he refused. We cannot do $500 off of this. We could go up to $150, but that's about it. We're literally talking about a few inches in difference here. Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an email from Mike L supervisor I spoke to at Pinecraft I understand you bought it from Pinecraft, but Little Cottage handles technical questions, like this. Again, they said that the completed height, without 4x4 runners will be 110"H, with 4x4 runners will be 113"H. This height measurement includes a floor, you didn't purchase a floor kit from us, assuming you're building your own floor instead. Did you include a floor measurement? Are you placing it on 4x4 runners? As I have shown my final exterior measurement is 98". A full foot less than the exterior measurements as provided by the manufacturer. Also the largest board in the pieces of the shed are 96". 8'. I still think if they sent the correct shed there is no way you can advertise it as a height of 9'. I believe my request is fair as I am missing more than a foot of space. Thanks Business Response /* (4000, 9, 2022/05/16) */ Again, we cannot offer an additional $500 off of this structure. We apologize. The best we can do is $150. You received a 10% off discount at time of checkout for $266. An additional $150 will be approx $416 off the retail price. If you'll accept this offer, we'll process it today. Consumer Response /* (2000, 13, 2022/05/31) */ I will accept the offer of 150$ to close this case. I just saw the rebuttal. Thanks

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last May 2 I ordered a storage shed from Pinecraft and I paid $3,893.67 for it . It was supposed to be delivered fully assembled. I waited 5 months for it--- No shed--After several phone calls -- and Mike Lennox the boss not returning my calls--- I managed to get through to his wife Christine and a week later -- I got it NOT ASSEMBLED just a pile of pine lumber and two boxes of screws, no roofing materials and no paint. Not what I ordered. I wrote an email --- and Christine answered . I said it wasn't what I bought and paid for, they didn't live up to their end of the bargain --- and I said I wanted to return it for a full refund --- She said it was all sales final --- she wants to keep my money. At this point I just want my money back . I've given up on the storage shed idea plus the town wants me to dig a foundation for it --- and I don't know what that will cost It's just one problem after another. I just want my money back

  

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/17) */ We're not sure why this customer thought this shed came fully assembled, our website clearly indicates the product is a kit, that requires assembly: https://www.pinecraft.com/amish-made-large-value-gambrel-barn-storage-shed-panelized-kit.html We've never had this shed listed as fully assembled on our website, it's only ever been listed as a kit. It says "kit" in the product name: Amish Made Large Value Gambrel Barn 6ft Side Walls Precut Kit SKU# 435, it clearly states it's a kit and requires assembly in the product overview, and in the product description. We clearly indicated it is a kit on the invoice/order confirmation that the customer received on May 2, 2021, 11:23:50 AM. It states in the shipping tab of the product page that the customer will need two people available at time of delivery to help unload the parts/pieces of the shed kit. The customer was also informed when it shipped that she needed two people to help unload the parts/pieces of the shed kit at time of delivery, which she acknowledged. She had two people available at time of delivery to help unload the parts and pieces of the kit, but then asked for a flatbed truck to deliver it, because the people she had available, were not capable of unloading the kit. We have the FedEx conversations which we can provide. We hired a flatbed trailer to deliver and unload the kit pallets. She was well aware of the fact this was kit when she made the purchase online, after the purchase when she received her confirmation email, before the delivery, and during delivery. She waited well over a month to contact us about the fact she thought it was supposed to be delivered fully assembled. This timeline seems to align with the customer admitting: "I've given up on the storage shed idea plus the town wants me to dig a foundation for it". The product page states in two locations: Customer provides shingles, drip edge, and paint. Lead times were longer this past year due to the supply chain issues and material shortages experienced across the nation. This was completely out of our control and our customer service reps notified the customer of this issue during the whole process. We have numerous chat transcripts and phone records where our reps interacted with this customer. Our return policy: https://www.pinecraft.com/shipping-and-return-policy 4) You've received the product but you've decided you want to return it: All purchases are final. We cannot accept returns on personalized items, special order items, custom items, or items damaged through normal wear and tear and some outdoor furniture and accessories. Otherwise, a 15% restocking fee plus all shipping costs will be paid by customer. We never refused a refund to the customer. We have relayed our return policy to the customer, If she wishes to return the shed kit, she can ship it back to the manufacturer, at her own expense. Once received, we'll be happy to issue her a refund, minus the 15% restocking fee. We do not refund money until the product is returned, in good condition, to the manufacturer. We have all of the supporting documentation to provide if needed.

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