ComplaintsforCasual Living Unlimited, LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought outdoor patio furniture from a Pelham, AL store who used to carry their products. Submitted a request for replacement parts since they offered a lifetime warranty, which was a key selling point. On 1/31/2023, we sent money to cover freight costs. A 2/01/2023 ship date was communicated to us. We've called a few times to get a status update. Today we learned that there are no guarantees on when it will be shipped. Hopefully next week. The executive leadership met today we were told to address the numerous back orders on parts, or to those of us with warranty issues, I assume. It appears the new furniture pieces/ orders ,that can be sold as is take precedence. Can BBB help? I don't know. I know I am currently out the price I paid for the furniture, the ability to use that furniture, and the money I sent for freight. What do I want? The replacement parts. Sincerely,  *******************************

  Business response

  03/07/2023

  *******

   

  Regarding the letter that was sent on March 3^rd with the above complaint ID # - the letter was given to me today 3/6 and Ill advise that the part already shipped out on Friday 3/3.

   

  Correct that product has a lifetime warranty which has been honored.    In the complaint, it stated ************************ gave money on 1/31 for shipping and a 2/1 ship date was communicated to them.     We don’t charge for shipping except when a replacement part is on a piece of furniture at least a year old.    While an order acknowledgement might have had a date one day later than the conversation, we would have never communicated that as the ship date to the customer.   That is simply to print the paperwork in the plant, we drive for 5-days as every part is custom made as we do not have parts in stock based on the SKU range we offer and not knowing what color of our 20 ) and more typical would be upwards of 10-days.    Yes with labor shortages we are further behind than our target dates.     When ************************ called quite upset on 3/2, it was escalated from customer service rep to our customer service manager who did put a rush on it but it was already in machining and end result went out the next day on 3/3.      *** tracking number ******************

   

  *********************** should already have the replacement part today.

  Rick B

  President and CEO

  Casual Living Unlimited and Trigon Plastics

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I don't understand the purpose of some of the comments (E.g. no shipping fee of replacement parts under 1 year old- relevance? Shipping date on paper- how am I supposed it to know it didn't mean anything?), but I did get the part delivered today in a damaged box. See attachment. If it's good, then I'm good  with reply.
  
  Regards,
  
  *******************************
  
  

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