ComplaintsforStorebound LLC
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Complaint Details
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Initial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is in response to your email from which the blame has now been delegated to the Manufacturer of the item due to it being defective on delivery. I have called & emailed them several times seeking resolution or replacement of the side table over a half dozen times. The number to reach ***** is ********************** ************************ I have been very forthcoming and professional with them. Providing them with any kind of documentation/information that has been requested as well as additional information/documentation that has not only to assist with a timely resolution in this matter which involves a rather hefty price of $754.24. This was paid for there product almost a month ago and due to the product being delivered defective the manufacturer is supposed to be responsible In repair, replacement, or reimbursement per standard warranty along with policies and procedures. Once this because an issue with the manufacturer it I addressed them immediately. They originally responded to my complaint via email stating that the ***** back office team would be in touch within ***** hours. However, no correspondence was received and the matter remains unresolved. I have followed up with emails, voicemails, and phone calls all which have gone unanswered and unreturned. This is the opposite of what they mandate under the general 30 day manufacturer policy. That states Any ***** smart product whether purchased from the manufacturer or a third party store will arrive in working condition. If item is defective or damaged upon delivery than ***** will take full responsibility in fixing, replacing and or reimbursing the customer for the non-working product. They have not held up to their policy standards. I feel the manufacturer has avoided the situation, slow played the incident in order to try to push this issue past the 30 day **** so then they can use that as the exception for not replacing the defective components. Please contact ***** to replace item.Business response
07/10/2023
After reviewing the complaint as well as the customer case, we are satisfied that we have fulfilled our duties as outlined in our manufacturer's warranty. Our agents did reply to the consumer with in the next business day and offered assistance to assist with troubleshooting the issue prior to authorizing a warranty replacement. Despite our agents not receiving all of the required information to properly troubleshoot the technical issue with the customer, an exception was made to issue a full warranty replacement which was processed on July 7, 2023. The consumer will receive a new replacement unit within the next **** business days, as the unit is currently in transit. We have communicated to the customer of the resolution, but have not received a response.Customer response
07/11/2023
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 and the matter has been resolved.
If this is true and the replacement is actually in transit I accept. I will keep you posted if and when I receive this unit that is allegedly in transit and appreciate your help with the matter.Sincerely,
***********************
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BBB Rating & Accreditation
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.