New England Patio & Hearth, Inc.

To:...

Revdex.com                                   ...⇄ 8/27/15 ID: [redacted]     On Thursday 8/20/15 New England Patio and Hearth received in the mail a “Final Notice” letter regarding complaint [redacted]. We were unaware of this complaint with Revdex.com until now, however we do agree with everything that was stated in the complaint.   We filed a warranty claim with The [redacted] Company on April 22, 2015. They have informed us that their U.S warehouse did not have stock available for the pieces needing to be warrantied, and they are currently waiting for their inventory to arrive from [redacted]. The shipment is scheduled to leave [redacted] in September, and should arrive to [redacted] Company by the end of October. As soon we receive the merchandise we will do the exchange in a timely fashion.   Since receiving this letter, I have contacted the complainant and apologized for not keeping them up to date and for not returning phone calls in a timely manner. On 8/26/15 we exchanged one piece of furniture that was not mentioned in the complaint’s letter which the customer was satisfied with. We apologize for any inconvenience that this has caused and we would like to make this right for the customer as soon as possible. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Review: Purchased for $7000.00 an outdoor patio set. On April 22nd, Patio & Hearth inspected furniture and found broken pieces of [redacted] on corner piece and filed a warranty claim with the manufacturer. Delivery to me done with the stipulation item could be used until new one arrived. Upon delivery, another broken [redacted] piece found by myself. Store co-owner Elaine notified and picture sent from me to her phone. Assured another replacement piece would be ordered. It is now, July 24, 2015 with no resolution. Every time I or my husband have called, we're told "I'll have an answer in a week" or "I can't find the paperwork". We are constantly assured that Kurt (co-owner) has the manufacturer on "speed dial". Well, I think three months waiting for a resolution is more than adequate. When I try to contact this person at the business, he is always "with a customer" and "will return your call". That, of course, does not happen. I either want new furniture, or a full refund of the purchase price ASAP. Thank you for you attention to this matter.Desired Settlement: Exchange for intact furniture or full refund.

Business

Response:

To: Revdex.com 8/27/15 ID: [redacted] On Thursday 8/20/15 New England Patio and Hearth received in the mail a “Final Notice” letter regarding complaint [redacted]. We were unaware of this complaint with Revdex.com until now, however we do agree with everything that was stated in the complaint. We filed a warranty claim with The [redacted] Company on April 22, 2015. They have informed us that their U.S warehouse did not have stock available for the pieces needing to be warrantied, and they are currently waiting for their inventory to arrive from [redacted]. The shipment is scheduled to leave [redacted] in September, and should arrive to [redacted] Company by the end of October. As soon we receive the merchandise we will do the exchange in a timely fashion. Since receiving this letter, I have contacted the complainant and apologized for not keeping them up to date and for not returning phone calls in a timely manner. On 8/26/15 we exchanged one piece of furniture that was not mentioned in the complaint’s letter which the customer was satisfied with. We apologize for any inconvenience that this has caused and we would like to make this right for the customer as soon as possible. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,