Complaints

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a Lane Venture Saranac Outdoor Patio set from Wicker Warehouse. I paid for their White Glove delivery. The furniture was supposed to be fully assembled. When I received the set it was all in boxes unassembled. I called them to let them know. Wicker Warehouse gave me the run around, so I had to assemble the set myself. When I got to the Sofa and lounge chairs I could see they were not as advertised. The seats of the products were a cloth webbing instead of solid teak wood. It will cost me about 2000 to 3000 dollars to replace the seats with teak wood. I called both Lane Venture and Wicker warehouse about the set. Neither one was interested in helping. This was clearly FALSE ADVERTISING!

  Business response

  03/14/2023

  Response to the delivery. We sent this gentleman`s furniture to Az via D& D Delivery. This a professional furniture only delivery service. They called Mr ****** and made an appointment for delivery. When they arrived Mr ****** told them the weather was bad. Please put the cartons in his garage. They did so and these notes are on their delivery comments. We called them. These facts come from D &D . This is top of the line furniture from a very reputable American Furniture company.  Teak wood furniture is known to require assembly as it it has weight to it. In this case the furniture sofa and chairs are one piece EXCEPT the arms have to be attached via wooden dowels. The holes are that they go in are already drilled. Lane also guarantees their products & stands behind them. 

  Next--webbing on the seat bottoms. This furniture is made exactly that way. We have no idea why Mr ****** would think differently. We are very responsive. We responded to his emails and phone calls. To give him maximum satisfaction that he received what he was supposed to we put Mr ****** directly in touch with a long time representative from from Lane so he could ask any questions directly himself . We are doing this since 1978. The gentleman in question has almost as long a history in this business & is recognized an an  expert. We spoke with him before & after his conversation with Mr Wilder. He assured Mr ****** that he received exactly what he ordered. ALSO--Mr ****** is an intelligent consumer. He checked other dealers before before placing his order with us. Any customer who has questions is welcome to call us BEFORE they place their order. Lane also has a customer service department and web site for people to call or visit. Summary. Mr ****** received quality furniture in perfect condition. He is welcome to write to or contact the LANE COMPANY again. We are here, but we have nothing more to add to this.

   

  Business response

  03/15/2023

  Responding to the delivery. Please email us --*************************--a copy of your signed delivery receipt. We have asked the same of  * * * ********. We always try to do the best for our customers. Please make sure any comments that you wrote in are clear.. Responding to "any reasonable person --would expect wood on the bottom of your chairs. As you have stated you purchased from us was based on the price we offered you and we appreciate that. We thought this was good thinking so we called Lane to see if they have received any similar comments from other customers. They assured us that they have not received even (1). They have been making this collection since 2015. They have been masking it the same way the entire time. This leaves us back to our original comments. Mr ****** is obviously an intelligent, informed customer. He received top of the line, quality furniture at an extremely attractive price. We paid the entire shipping costs to have this product shipped from Lane`s Factory in North Carolina to to Arizona. address. Please read click on & read the link on our Home Page that says--Where We Ship--you will read that the truckers charge more to delivery to zip codes like Mer ******** We did not add any additional shipping charges to Mr ******** order. Mentioning this just to point out the fabulous value he received, but being an informed customer he already knows this.  We suggest he write to Lane about this. We are  trying our best to be responsive, but do not have more thoughts to add here.

  Customer response

  03/15/2023

  
  Complaint: ********
  I am rejecting this response because:
  i am satisfied with most of the product and yes it is good quality, however, as I have tried to explain to Wicker Warehouse and Lane Venture that Lane Venture's advertisement of the Saranac set is misleading. I do not blame Wicker Ware house for that, but when I sent them pictures and explained my position on that, they did not seem to care. I was hoping Wicker Ware House would have agreed and could see how a customer would be lead to believe that the furniture was all teak and had no fabric seats. I was hoping Wicker Ware House would have put pressure on Lane Venture for misleading their customer and reach out to their customer for satisfaction. The fabric seats will dry rot in 3 to 5 years here in Arizona. If I had known that this product came that way, I would not have purchased the Items. Everyone please look at the enclosed pictures and you will clearly see what I am talking about. Go to the Lane Venture web site and look at the description and pictures. At no time does it mention cloth seats on the sofa and lounge chairs. The Ottoman is solid teak. Why did they not do the same fabric? Everything else in that set is solid teak too.

   

  As far as the delivery, White Glove means that the product comes off the truck fully assembled and in excellent condition. It does not mean in boxes and set up wood shop to be put together by truck drivers that are delivery people only. They had no intention on assembling the product. They did not offer to do that. I never said to then don't assemble the furniture. The assembled furniture was always going in my garage. It should not matter where I want to put it. When I called Wicker Ware House and explained what happened they told me the delivery company would call me and send the drivers back to set up the furniture. They never called so I put the set together myself. It was not hard to do but took time. This was Not White Glove delivery as advertised.

   

  People need to be made aware of the type of company Whicker Ware House is. Once they have your money they are done with you!
  
  
  Regards,
  
  **** *******

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a wicker swivel/rocker chair. Metal stem that holds chair on base sheared off after minimal use. Operations manager in April said he would replace chair and it would be in July. He doesn't communicate unless I contact him by email. Now he says it might be October for replacement chair. No explanation. I get the impression they have no intention of honoring the replacement. If that is the case I would like a refund

  Business response

  07/22/2022

  We are oversold on these chairs. When we have more we will contact you and replace yours. This is the way things are now.--Tell us why here...

  Customer response

  07/23/2022

  
  Complaint: 17612366
  
  To Wickerwarehouse:

  There has been no prior explanation of the delay. You are still accepting orders for these chairs inline. Customer contact and service has been lacking
  
  
  
  ****************************

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