ComplaintsforChurch Chairs of America, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***** ***** on behalf of ****** ******* ******

  Our church placed an order for 50 chairs with CCA on 07/06/2023 where we paid in full for the entire amount of the order ($4,963.73). We were provided with a 14-16 week lead time which would allow a deliverable of 10/26/2023. We followed up on our chair delivery on 10/11/2023 and were told that our fabric would be received on 10/20/2023 in which chairs would be completed within 6 weeks and ready to ship at that time which would be 11/01/2023. On 11/01/2023 we were told by ******* ***** "our order is in the final stages of production." We have followed up multiple times since then only to be provided with response that the Fabric has not been provided yet by ***** *** who they purchased the fabric from. We have asked for details regarding their communication with ***** *** as well as asked for the owner of the company to return our phone calls/emails and have received no response. Our last request for detailed information was on 12/15/2023 and still no phone call or email from the owners of the company. Our funds that we provided for these chairs has now been in use by CCA for 6 months now and we cannot get a response from the owner of the company and still do not have our chairs. We will now begin the process to take legal action against this company if we do not receive immediate response as well as delivery of our chairs.

  Business response

  01/11/2024

  Attachements: Email Communications, Signed Quote, Purchase Order for fabirc, Conformation of Purchase Order from Vendor

   

  ****** ******* ****** ***** * *****
  
  Timeline
  
  Order placed 07/10/23 with an estimated lead time of 14-16 weeks.
  As noted on our signed quote, Church Chairs of America does not make any promises or guarantees on specific delivery dates or times. Estimated delivery and leads times are based on fabric availability and production demands at the time of order. Client was required to pay the balance in full as is our policy for small orders of less than 100 chairs. 
  
  Fabric was ordered on 08/15/23 and confirmed with are vendor on 08/21/23 .***** *** then updated us with an estimated completion date of 12/31/23. Client received a phone call letting them know that there was a significant delay with the fabric and given the option to change to another vendor that could have the fabric completed sooner. Client chose to stay with the fabric that had originally chosen with the knowledge that it would delay the completion of their order. 
  
  November 20th the client was updated that their order was going into production as our vendor had informed us their fabric was completed October 26th (We had originally been updated that it would be completed October 6th.) At this time the client was informed that it is typically four to six weeks to complete orders once fabric arrives, but that it had not arrived at our facility yet. 
  
  Following a phone call from the client on December 15th where the client requested compensation for the delays the following explanation was given on behalf of our owner: 
  
  “Thank you for your recent order with our company. We appreciate your business.
  
  I am writing concerning the estimated lead time that was initially provided. As you may know, custom orders allow us to create items tailored specifically to your needs. However, the specialized nature sometimes results in unforeseen delays in material availability or production timelines.
  
  While we quoted an estimated completion date upfront based on typical time frames, please understand that lead times are ultimately only estimates for custom pieces. There are often factors outside our control that affect actual delivery, such as obtainment and delivery of unique raw materials.
  
  Currently, we are facing a longer wait than expected to source certain custom materials needed for your products. Our team is diligently working to obtain these materials as quickly as possible. However, this delay is pushing back our production schedule by a couple of weeks at a minimum.
  
  I sincerely apologize for any inconvenience caused by the longer lead time. Custom orders allow for flexibility in the final product, but that ability for adjustment does make pinpointing timeframes difficult occasionally. Still, we value on-time delivery and are doing everything we can to complete and ship your order out soon.
  
  Due to the nature of our business, we do not offer reimbursement or compensation due to delays in lead times. We appreciate your patience and understanding as we work to complete your order.”
  
  December 15, 2023 Client requested a follow up phone call from our owner citing the email response was “generic at best”. Due to holiday schedules and our owner being unavailable for personal reasons, our owner was unable to call the client back until after the first of the year.
  
  Jan 8, 2024 Client emailed that it had been three weeks with no communication and requested a call back before 5pm. Our owner was not available to speak to the client at that time and penciled in a follow up call for later in the week. The client called our office the same day and I spoke with them again apologizing for the inconvenience of the delays in their order and that we were currently estimating completion of their order towards the end of January to early February. Since we do offer custom made to order products there are delays that are outside of our control at times. We do our best to communicate these issues with clients and are working diligently to have their order completed as quickly as possible. 
  
  ..Please let me know if there is any other information needed. Thank you.

  Customer response

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The information provided back by the business is not factual nor it is helpful in resolving the outstanding issue.  There has been no response since we last sent our email on January 8th, 2024.  The business states in their response that we contacted the office and they spoke with us on January 8th but they did not.  Perhaps they spoke with another customer that is having the same issue but they have not contacted or spoke with anyone from ****** ******* ******.  Additionally, they continue to make no additional effort to contact us from upper management or ownership with a commitment to expedite our order and/or offer any refund or discount for these delays.  Again, they deposited our funds and have now been using them for 6 months and have not provided any detail at all regarding our order, discussions with their fabric vendor etc.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid in full up front for our order of 80 chairs. It was originally estimated to be delivered 09/11/2023, & has not yet been completed or delivered. We just received a new estimated delivery date of 11/20, with no proof of progress, photos of progress, etc. Our calls are answered only by a receptionist, though we ask to speak with supervisors, etc.

  Business response

  12/11/2023

   

  Attached is the email communication with the client explaining delays and updated timelines. Since we are a custom made to order company are lead times are only estimated noty guaranteed which is noted on their signed qoute. Myself and our owner had multiple phone calls with this client as well explaining the process and that a delay in the fabric has a resulted in delays with completing their order. We had a member of our team personally deliver this clients chairs to them Wednesday Novmber 15, 2023. Please let me know if there is any further information needed.

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