ComplaintsforBrandster, Inc.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have numerous pieces of furniture that is broken (due to sun exposure) and faded. Have filed three warranty claims. The first claim they engaged in conversation then went dark. Have followed up with additional claims due to warranty being lifetime and manufacturer saying sun will not damage furniture. I have sent claims to their CLU address for warranty with no response. Also sent videos in of all the broken furniture.

  

  Business response

  12/04/2023

  ****************** purchased several pieces of Breezesta furniture from Brandster *** in July 2019. To clarify, we are a retailer and NOT the company that manufactures Breezesta Furniture. Brandster ***, is a national dealer for over 52 manufacturers and distributors across the continental *************.
  

  Casual Living Unlimited LLC is the manufacturer of Breezesta furniture which handles their own warranty claims in-house. Due to their dealer/manufacturing policy, Brandster *** cannot directly warranty Breezesta products,however a majority of our products. Brandster *** does not possess decision-making authority concerning manufacturer warranties. Consequently, the company is not accountable for any matters that *** arise between the customer and the manufacturer throughout this process. Although we regret any dissatisfaction the customer *** experience with the resolution of their claim,addressing such concerns directly with the manufacturer is necessary.
  

  This complaint lacks merit as it was erroneously filed against Brandster ***. Our company fulfilled all obligations related to this order upon its delivery to the customer in 2019. ********************** *** can try to reach our to the manufacture to help the process, however the customer should redirect this complaint to the correct company (Breezesta ************* for proper and final resolution.

  Customer response

  12/05/2023

   
  Complaint: 20790578
  
  I am rejecting this response because: This is their own published warranty on their website. The manufacturer has a lifetime warranty on these products, thus Breezesta is responsible to fulfill the claim. 

  WARRANTY
  Brandster **** does not directly offer warranty to customers, however most products are backed by a manufacturer's warranty. Our customer care department will help to assist you in resolving any issues that *** arise during the warranty period. If you experience an issue with an item that offers a manufacturer warranty, please contact the support team at ************ or **********************************. 

  They do not respond to requests when you call or use warranty portal.

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

  Customer response

  12/05/2023

  Why are you closing the complaint when the distributors website clearly states they stand behind the manufactures warranty and will help the customer through. That is fraudulent advertising and is against the law. See warranty below from manufacturer. 

  Breezesta Limited Lifetime Warranty
  
  At ***********************, our objective is to inspire you to customize outdoor spaces and create memories through every season of your life with premium Breezesta outdoor furniture. We are proud of our quality materials, craftsmanship, and eco-friendly focus aimed at providing you years of enjoyment, comfort, and value.
  furniture
  We warrant to the original homeowner that our Breezesta products will be free from manufacturing defects when subject to normal and proper use and will not crack, splinter, chip, peel, or rot or suffer structural damage including from insect infestation. Casual Living warrants to the original purchaser, not transferable, a limited lifetime pro-rated warranty for residential and five (5) years of commercial use from date of proof of purchase (dealer receipt or commercial invoice). Commercial use is defined as furniture product purchased by or installed upon property owned by corporations, governmental agencies, partnerships, trusts, religious organizations, schools, condominiums, homeowner associations, cooperative housing arrangements, apartment buildings, restaurants, hotels, clubs or any other type of building or premises not used by individual homeowners as their residences. As used in this document, homeowners shall be consumers and include residential tenants.
  Lifetime Prorated Residential Warranty Schedule:
  For the first 15 years from the date of purchase, a 100% credit will be applied toward the purchase of replacement parts or furniture units. After the first 15 years from proof of purchase A prorated credit, will be applied toward the purchase of replacement parts or furniture units in accordance with the table below:
  0 15 years = 100%
  16 25 years = 50% of original purchase price
  26 life = 25% of original purchase price
  The credit will be based on the purchase price and purchase date shown on the proof of purchase. No cash reimbursement will be made in any case.
  Additional Terms for Lifetime Pro-Rated Residential Warranty:
  Should any manufacturing defect occur during the lifetime of the original homeowner, Casual Living will repair or replace, at its sole option, the defective furniture part or product. Casual Living shall not be liable or responsible for any labor charges or other expenses whatsoever in connection with repair or replacement of either the original or any replacement product. Casual Living also reserves the right to refund the amount paid by the original purchaser for the furniture product.
  The lifetime prorated coverage offered by this limited warranty is designed to cover original individual homeowners only. In the case of commercial use, the warranty period will be five (5) years following the purchase of the furniture.
  fade protection
  Casual Livings Breezesta furniture products are made with UV inhibitors and stabilizers to minimize against excess fading beyond normal weathering and are warranted not to fade for three (3) years; however, upon sun exposure all colors will fade, to some degree, over time. Casual Living, at its sole discretion, will determine if fade is beyond normal and replace the part(s). The foregoing shall not be considered defects in materials or workmanship and are not covered under this warranty except as noted above. This provision also applies to the limited warranty for commercial use.
  hardware
  Hardware used in assembly of Breezesta products is warranted not to break for a period of twenty (20) years of residential use or five (5) years of commercial use. Hardware is warranted not to rust or corrode from the effects of weather for two (2) years. This provision also applies to the limited warranty for commercial use.
  Some surface rust is possible and not covered for replacement. Proper maintenance of hardware will reduce weathering effects, particularly in coastal areas. Please see the care and maintenance guide on breezesta.com for full care and prevention details.
  In the event of rust or corrosion replacement, hardware will be provided free of charge.
  Powder coating does not include failure of the finish due to abrasion, including but not limited to abrasion caused by stacking, leaning the furniture against other furniture, or scraping against other surfaces.
  Mechanical hardware used to create motion, as in swivel, rocking or glide, is warranted for a period of two (2) years against breakage.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Brandster *** is offering an item on the internet for sale, it is a Napoleon High Country Model NZ8000 wood burning fireplace insert for the listed price of $8999.00 plus tax of $850.42 for a total price with free delivery of $9849.41 After contacting a company representatives, I was told that this is an incorrect price. I would like to purchase this item at the stated price.

  

  Business response

  06/14/2023

  Dear ****************-
  
  I am writing in response to your recent complaint filed with the Better Business Bureau regarding a pricing confusion issue. We take customer satisfaction seriously, and I apologize for any inconvenience or misunderstanding that *** have occurred.
  
  Upon investigating your complaint thoroughly, I want to assure you that we understand your frustration and have identified the source of the confusion. Allow me to address your concerns and explain the situation in detail.
  
  Our pricing structure is designed to provide our valued customers with competitive rates and transparent information. However, we acknowledge that misunderstandings can happen, and we are committed to rectifying the situation to your satisfaction. After looking into this issue further we found that the information provided to you by ****** Shopping was not updated to indicate current pricing. Unfortunately we have very limited influence over ****** and their business practices. This often happens with ******s algorithm/search bots do not search updated product pages (in this case on Brandster.com) on a regular basis thus showing a discrepancy in the pricing you were expecting compared to what was displayed or communicated to you during your shopping experience on Brandster.
  
  The current/actual product page indicates a Call for Availability attached, which was explained and discussed with you over the phone with one of the sales representatives. To help rectify this issue, I would like to offer a onetime discount off the current purchase price that *** alleviate any inconvenience you *** have experienced. Please call into the our office and we can discuss it further if you elect to move forward. Additionally we will give you feel delivery as well. 
  
  We sincerely apologize for any inconvenience this *** have caused you and any confusion it *** have created. We want to assure you that we have reviewed your feedback internally to prevent similar issues from occurring in the future. We take your concerns seriously and will make the necessary adjustments to our pricing policies and communication protocols to enhance the overall shopping experience for our customers.
  
  Please be assured that your satisfaction is our top priority, and we value your business. We greatly appreciate your patience and understanding throughout this process.
  
  If you have any further questions,concerns, or would like to discuss this matter further, please do not hesitate to contact our customer service department at [customer service phone number]or via email at [customer service email address]. We are here to assist you in any way we can.
  
  Best Regards,
  ***************************
  VP of Sales

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Did an online purchase of two of these 2 items on 09/08/2022 Order#******* Total $1,174.86 Coyote 24x17" Single Access Door - CSA2417 CSA24171$349.00 ***$349.00 *** Coyote 3-Drawer Cabinet - C3DC C3DC1$749.00 USD$749.00 USD I contacted the company on 10/27/2022 requesting to return the items because my project got canceled and they informed me about their policy of 30 days return. This is not informed during the purchase process on their website! I didn't know of that limit.In contact with *********************** "Office Manager" he refused to receive the product back and as a solution, he told me to resell the product on *****

  

  Business response

  11/12/2022

  Order Timeline:
  

   - 9/8 Customer placed an ORGANIC order via Coyotegrill.com
   - 9/9 Customer confirmed the order via email
   - 9/14 Order was delivered 
   - 10/28 Customer reached out wanting to return both products
  
  Customer was informed the same day (10/28) that the return window is 30 days from the date of delivery and that the items were in fact not eligible for return at this point, however customer still demanded full refund. We respectfully explained even if the items were eligible for return per policy the refund would be less restocking and shipping costs. Customer advised that he did not want to hear about the policy and continued demanding full refund. Customer threatened to send the items back anyway and was advised that per policy unauthorized returns cannot and will not be accepted. Manufacturer also tried to explain policies to the customer but he did not want to listen or accept responsibility for not having read them as clearly written/indicated on order receipt at time of purchase.

  Per policy and agreement, Brandster has every right not to accept return and/or issue refund. 

  Customer response

  11/14/2022

   
  Complaint: 18329063
  
  I am rejecting this response because: During the online purchase process you are not presented with this 30 days return policy. Besides that 30 days is not feasible and on all resellers, the return policy is 45 days at least.
  
  Sincerely,
  
  *******************

  

  Business response

  11/15/2022

  The customers rejection holds no warrant, as Brandster *** justifiably acted within policy. - Customer invoice (Attached) clearly states the 30 Day return policy, along with all other policies at bottom of invoice. (Please be highlighted on invoice) Additionally, most of all online major retailers, including Amazon, offer a 30 Day Return policy ( See Amazon Policy Attached) Finally, is the Policies of Use (Attached) for all customers to review that is easily located within the footer of the website during the ENTIRE user experience. It is the customers responsibility to review the policy of ANY retail store BEFORE purchasing. Although we understand and are sorry for the customer frustration, ********************** *** acted in a respectful, reasonable manner within policy.  

  Customer response

  11/22/2022

   
  Complaint: 18329063
  
  I am rejecting this response because: Vendor don't to solve my case. He just want hide behind these stupid arguments

  I got in direct contact with the manufacturer (Coyote) and they informed me that I don't understand why out of all their income this company is the only one that has this 30 day return policy. All other companies work with 45 days.
  
  It is clear to me that this company does not treat its customers honestly. I have already informed several times that I was unaware of this 30-day period because it is not presented during the purchase process on the company's website (proof attached)
  
  I see the total disrespect for the customer by this company and also the lack of professionalism of the person handling this case. Total unpreparedness.
  
  I will not be able to resolve my case this way but I will record my disdain for this company in all possible means of communication so that other people do not go through the same experience I am going through 
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The details: -on 2/23/22 i purchased a new grill, cart and cooking grates from Brandster -I paid $5,584.03 for this on 2/23/22 -I was told all items were in stock and would ship within the next 2 business days -on 3/2 i receive a couple of different shipping notices, some say on pallet, some say 3 some say two ect.-on 3/10 partal shipment of the **** and cart arrive -on 3/14 i let their operations manager know that the grates and cover did not arrive -on 3/14/22 I received a shipping notification for missing cover -3/14-18 i have some back and forth with their operations manager they will check and get back to me -3 emails and calls with no response i am here.

  

  Business response

  05/11/2022

  Brandster has went ahead and ordered/shipping replacement product to the customer which is scheduled to arrive in the near future. FedEx Tracking #: ************ ETA: End of Business 5/17/22

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Empire Fireplace on Dec 31 2021 from Brandster with the assurance from the salesman that this is a high quality top end fireplace that will work at a high altitude. Well the first issue was the fan made a horrible load screaching noise, but they replaced it. then the pilot would not stay lit and would go out in the middle of the night and wake up to a cold house. I again contacted Branster and they finally got a replacement pilot assembly but took weeks and multiple emails to finally get a response. In the I kept having issues with the logs staying inplace and rubbing on the back brick liner. I tried multiple times to get these logs to stay in place but unfotunately they would not. I did find that the back shelf they are supposed to rest on was so loose and weak it would not support the logs and again would tumble out of place creating a severe hazard.Now after multiple times dealing with the logs I notice they were cracking and falling apart. Again a hazardous condition.I have spoken and emailed Brandster mutiple times about these issues and recieved no resolution.I related to them this fireplace is a hazzard and has been taken out of service due to poor workmanship and shoddy materials.As seen in the pictures the video is showing how loose that back shelf is. The others a re showing how far off the log indents are compared to the prongs on the shelf where they are supposed to fit. Last the brick liner showing how the logs are rubbing and destroying the liner.I and looking for a full refund and to return this hazzard of a fireplace to Brandster or Empire

  

  Business response

  05/04/2022

  We have been in contact with the customer and are currently working on providing a solution. The product has been installed and covered under a manufacture warranty. Brandster is going through proper channels to ensure this issue is resolved as fast as possible. If the warranty does not resolve this issue we will continue to communicate with the customer to ensure that the resolution meets his satisfaction. 

  Customer response

  05/04/2022

   
  Complaint: 17063798
  
  I am rejecting this response because: I have asked repeatedly for a full refund and not replacement parts. this is a quote from the manufacturer

  "The log set that is being used, WMH 30" Ponderosa 13 PC is NOT compatible with the VFPA36BP31LP Vail Millivolt Fireplace which is causing damages to the liner and improper fitting on the burner. " 

  With that being said they sold me the wrong compatable equipment which has led to all these problems. Because of these incompatible parts the burner probable has not been burning efficiently and properly causing gases and fumes into our home,
  
  Sincerely,
  
  *****************

  

  Business response

  05/18/2022

  Customer has been sent this email, and will receive a FULL REFUND upon completing a professional field destroy of product. 

  "Good Afternoon **************, 
  
  First, we would like to sincerely apologize for any inconvenience you have experienced with your order. 
  
  Upon further reviewing this matter, it has been decided a full refund in the amount of $3,249.00 for order # ***** will be issued,  in the event the Fireplace and burner are field destroyed and photos are provided to reflect this. The field destroy can be done by sending photos of ALL  data tags/serial numbers to the Empire Vail 36" Millivolt Fireplace and burner, and/or having the unit and burner professionally  removed and destroyed to where the unit can no longer be used. The serial number will be reported to the distributor and manufacturer immediately as well for ANY and ALL warranty to be voided. 
  
  Once the information requested is provided, the  accounting department will be notified to process the refund and you will receive an update once complete. 
  
   Please let me know if you have any questions."
  

  
  

  Customer response

  05/21/2022

   
  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,
  
  *****************

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 2 grilling stations from vendor on 5/27/2021 and were promised it was available to ship within 4 weeks. Immediately after making payment, the vendor says they screwed up and it didn't include doors that the website clearly shows are included but they want me to pay for the doors. They agree to fix this, and we await the order. Then 6 weeks comes, then we get the islands but no grills or doors. This is absolutely pointless to send us the partial order without the rest of the parts as we can't do anything with this. I begin calling and get promises the materials are shipping immediately. Then an email arrives that the material is shipping. Fast forward almost a week and the material still hasn't shipped. I call extremely frustrated and the person takes it upon themselves to cancel the shipment because I wanted a senior leader to call me back. Then the office manager tells me she's the senior most person but can't make a decision and the owner won't talk to customers

  

  Business response

  08/24/2021

  Business Response /* (1000, 8, 2021/08/23) */ Discussed this order in depth with Mr. ******* to better understand the concerns and issues that the customer experienced. Customer was quoted 4 weeks for delivery, however due to ongoing national supply shortages, certain items were back ordered longer than expected. Furthermore, the distributor that was used to fulfill product did not communicate with Brandster as needed, thus causing a lack of information being provided to the customer. Brandster sincerely apologizes on behalf of our organization, and the distributor for the lateness and any inconvenience caused. The customer has since received entire order, with Brandster following up (message with *****) to ensure satisfaction. Consumer Response /* (2000, 10, 2021/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩