ComplaintsforThe Wood Den

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a 5.5 ft. name log ($436.25 including shipping - which was supposed to be free) on 4/4/23. Referenced to the owner a photo on his website and said it was EXACTLY what I wanted. 4/18 rec'd photo of item for approval. Responded that it was not what I ordered. He stated it needed another coat of polyurethane so he would do that and send another photo before mailing. 4/28 contacted for update with no response. 4/29 rec'd log in the mail. Did not appear any additional polyurethane had been applied. Contacted and stated it was not what I ordered and rec'd no response. 5/2 contacted and asked if he had any intention of rectifying the situation. Few texts and several weeks later he said my options were: 1- that he could refund my money for shipping with my Venmo information, 2- if I lived local I could bring it to his shop and he would adjust at no charge or 3- I could pay another $120 and he would make me another one. I had already explained that 1- I did not have Venmo but he had my card info he could put the funds back on, 2- I don't live locally (4.5 hours away) so that really wasn't an option and 3- I did not feel I should pay more money for what I already ordered. He does not respond to texts until days/weeks later and only after I have sent another text to him. 5/22 I told him I either wanted my money back or the log like I ordered. He again gave the same 3 options. I stated again that basically the only option he was giving me was to pay more for what I had already purchased. He has again not responded since that time. When I ordered and referenced the specific log he did not say that all logs are different so he couldn't guarantee it would look like that or indicate in any way that I would possibly not get the product exactly like I ordered. He said "ok". This was a gift to my husband for our 25th wedding anniversary. Now I have an empty rock garden in my front yard that was made for this and a log that's taking up space in a box in the entryway of my home.

  Business response

  06/12/2023

  I gave her three different options that is align with our company policy.  She could bring the log into our store and we would remake the log, or ship the log back to us and we would remake the log, if the customer would like a refund she would need to send the log back in order to receive the refund.  To ship the log back would be at the customer cost, but would receive the refund for the purchase.  

  Customer response

  06/13/2023

  As you can see by the attachment the options he gave were not what he is stating now.  “If” I lived closer he “would “ offer to “adjust” it.  Offer to remake was for an additional charge and never any mention of returning the log.  I would really like to have what I ordered and paid for.  However, we just buried our family pet of 15 years and I just buried my 32 year old son on Saturday so if this is going to be a big drawn out mess and needing a lot of time and attention I just don’t have it in me right now.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a custom carved staff from The Wood Den for $290. They sent me a sketch and said it would take about 2 weeks to complete. That was on/about February 20, 2023. I paid in advance with a credit card. After much communication asking why it was delayed, I got the item on April 28,2023 - . The carving was sloppy and the paint job was worse. It looks like a 10 year old did the painting. Actually, that is an insult to 10 year old children. I sent a text to the company on 28 with text and pictures of my concerns. No response from the Wood Den. On May 3 I sent another text asking why there was no response. I finally heard back, from them. They offered to do do a "touch up" but I had to pay for shipping back to the. That is unacceptable. Based on their lack of customer service and terrible craftsmanship, I am concerned I will pay $40 to return it, and there will be similar bad results. They should pay for shipping both ways to correct their mistake, or pay for me to have the work corrected here. I also plan to dispute the charge with my credit card company. . , .

  Business response

  05/19/2023

  Per our policy if the customer ships the item back to us per our policy we  will fix the problem.  The compromise is they ship it back to us at their cost and we will ship it back it to them.  The customer was informed.  We are open to fixing the problem at no cost to the customer.  

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