ComplaintsforRed Cloak Wood Designs Inc

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 27th 2024 $1951 was paid A bar back was to be built and shipped to our home The business attempted to refund $1400 to the credit card with the remainder to be paid the next day. The $1400 did not process. Further attempts have not been completed by the company The dispute is that Red Cloak Wood Design Inc. cancelled the order after delivery update was asked.

  Business response

  08/27/2024

  The client has been difficult from the onset. Product was paid for on May 27th 2024.  Which was a holiday. A drawing was submitted and approved by client. This product has a 8-12 week build time for anything custom. During the build process we were moving into a larger state of the art facility . We had a network issue in which build files and specs became corrupted. We reached out to *** ******* in Mid July to go over his specs once again as all we were able to retrieve was the original drawing that did not have total measurements on drawing. It was at this time that *** ******* decided to change everything on his build. We had to essentially start over and the framing and work we had already done and completed was no longer able to be used. Incurring additional costs to our company. We repeatedly asked *** ******* to approve the final specs and drawing and that has never been done. That is when *** ******* began his after hours and on weekend communications and would become angry when we didnt respond when he wanted. I made the decision to cancel this order as I had a very bad feeling about this transaction and how difficult this client had become. There were at a minimum of 4 different revisions done by staff and a door he was wanting was larger than what should be done. We attempted to counsel him that the door would sag and that we couldn't be responsible. A form with him acknowledging what we were saying and him despite attempts to reconsider still wanting that door was sent to him for signature. We never received this back. I did not feel confident in completing this transaction. I refunded him $1400.00 . Once we apply labor costs and cost of revisions and designs the remaining amount will certainly be issued.  

  Customer response

  09/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* *******

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a dough board( Sept 4) from Red Cloak with bad quality, the seller acknowledged the problems and sent me the return labels twice, the first return had no problem, I got a new one but with some defects, then the seller sent me the second return label and agreed to refund me the full price $141.30, then I sent it through USPS on Oct 10 with the same package it came with and sealed with extra tapes, but USPS damaged the board ( delivered on Oct 23) and accepted the claim for $100, now the seller refused to refund me the remaining $41.3, and keep the damaged board. Since the board was delivered to Debbie on Oct 23., I started to follow up with her almost every day through emails and phone calls with no response, until Nov 6, I caught her on a phone. Debbie talked over the phone was very unpolite, she told me the board was damaged and sent me the picture which I never received, when I ask her why she did not reply my remails and phone calls, she got upset and yelling at me and hung up the phone. After a several pushes, she finally sent me the proof of damage picture on Nov 8. Then i file the claim with USPS, and USPS accepted my claim according to the insurance for $100. After I received the USPS claim compensation on Nov 16, I asked Debbie to refund me the remainder of $41.3, but she refused a couple of times, insisted I should pay the insurance, but her policy is to offer free return, that's why she provided me the return labels, and by default she should cover the value of her product, nowhere mentioned in her refund policy that buyer should pay for the insurance. The boards quality was bad, the first one was like a refurbished one with a nail fixed and immediately Debbie accepted the return, the second one also had some defects with some dents, so she accepted the return with full refund. The one damaged by USPS was split in the middle binding area I assume, this wouldn’t have happened if board was robust enough.

  Business response

  12/11/2023

  The customer did not like the first board so i accepted a return and replace at our expense. The 2nd board was sent out and still the customer did not like the board. So I agreed to send a 2nd return label. The customer simply threw the board in the box. I plainly state that all returns the customer is to make sure we get the board back undamaged . I even paid for $100 of insurance. I stated to customer any additional insurance was his responsibility. He refused. I am not going to refund and be out additional funds due to the carelessness he displayed in packing the board for return. This customer is not giving the entire accounting of the interaction. He was rude and beligerant and very much a bully trying to get his way. He emailed constantly threatening what he would do if he didnt get what he wanted.

  The board arrived back damaged because of his poor packaging it back for return. 

  Submitted: 11/25/2023

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This was simply not true, her comments were based on assumptions not facts, she has been rude and unpolite during the whole process, and even yelling at me and hung up the phone ( see attached correspondence emails). The shipping damage was caused by USPS, which was accepted already, I did pack well. Free return was her Business policy within 10 days and nowhere mentioned the buyer should cover the insurance, and the free return should cover the value of the product. USPS told me the return label had zero insurance, the 100$ was the maximum claim they can accept for the shipping without insurance.

  Currently, the business is keeping both the product and my payment of 141.3$, what I am asking is either refund me 41.3$ or send the product back to me FOC. but I prefer to have a refund, I don't want a product with defects, it is a lose-lose.  

  Thank you for your coordination in this matter. 
  
  Regards,
  
  **** *****

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 11, Thursday I placed an order and received my confirmation email for spending 55.41 on a watering pig design from Red Cloak Wood Designs at 822 E Campus Ave, Davidsville, PA 15928. I never received any shipping email on Friday, or Monday. On Tuesday I sent them an email telling them to either send me the item that I paid for or to give me a refund. They have then sent me an email saying their mad at me for saying I would report them and sue them for essentially stealing over $50 dollars from me; and would be giving me back my money. Other than the email claiming they would give me back my money, I have received neither email of item being shipped, or my money being refunded. I would either like my item I paid for or my money back please. Some professionalism would be nice from this company Red Cloak Wood Designs inc.

  Business response

  05/17/2023

  Mr. ******** purchased this product at 12.34 am Friday May 12th 2023. Which would have been day 1 of our shipping policy (see attached proof of purchase confirmation as well as a very clearly outlined shipping policy on our website) Mr ******** sent a very threatening and aggressive email on Tuesday. The day we were packaging his order to be mailed out. I made the decision at that time because of how aggressive and threatening he was to cancel his order and issue a full refund. Please see attached proof that refund was issued. Mr. ******** began calling at 6am 5/17/23 and threatening us with bodily harm. We contacted our local police department because of the threats and the fact that he would not stop calling and harassing. We have the right to refuse service and we will never tolerate abusive behavior. 

*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. ↩