Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a cushion for a ***** and ****** teak steamer chair. I received an E-mail asking me to confirm which ***** and ****** steamer chair I had. I called and made the measurements off of the chair and received this invoice. They said that they sent me another E-mail much latter indicating different measurements, but to my knowledge I didn't receive it. If it did come in it did not indicate that it was a change order and I assumed it was the same as the first invoice I was sent early in the month. We received the cushion a few days ago and it does not fit the chair. I have talked with **** at the company and they are not willing to replace the cushion or make any accommodation. I have uploaded the invoice I received with the correct measurements.

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to reply.   We have attached our initial invoice with request for the client to CONFIRM Option A, B or C sizes of the ***** & ****** steamer chaise - over the years they did three sizes.  We advised that once he confirmed the size we would send the sewers final diagram for his review / records.  All correspondences are attached above.  

   

  We also have the telephone conversation with Mr. ******* recorded when we telephoned him to verify the dimensions as he did not reply to our original request and we were preparing to enter his order into production.  During this recorded call the client selected OPTION C at which time we REVISED his invoice, generated the diagram for the sewers and forwarded him his copy and proceeded with production. We have attached a zip compressed file of this audio recording where the client selects the size changing from the previously invoiced option B to the corrected size of Option C.

  The client received the cushion and once installed communicated with us that we sewed the incorrect size and that he had wanted to the original size / invoice of Option B.  We forwarded him the telephone recording and he telephoned us back to discuss the issue further at which time we advised that he could return the cushion to us for a size adjustment, but he would incur the outbound and inbound shipping costs for the repair to take place.  When clients make mistakes we try to alleviate costs as much as possible - if he covered his shipping costs - we would incur the labor costs to have his unit cut down in size from his erroneously selected size OPTION C - to the smaller size of OPTION B.  He became irate and began yelling / screaming into the phone at which time the call was dropped.

  We pride ourselves on our integrity taking full responsibility when we make mistakes and we appreciate when our clients do the same.  Unfortunately, this was not the case.  We communicated with him at all points during the order process and can only produce exactly what is requested and confirmed.  He clearly confirms the change of size in the phone call, but it is obvious now he was not using dimensions nor did he measure the unit rather "guessed" which we cannot be held responsible for.

   

  Customer Answer

  Date: 10/26/2024

  Dear Brea L.,

  I have received an E-mail from **** at Outdoor Fabrics.  I appreciate his response and proposal.  I have sent an E-mailed to him, a response with a slight change 9an alternative proposal) where I will pay for the wholesale cost of materials for a new cushion and shipping cost for a new cushion.  The cost of shipping back the original order for me as a private individual was very high.  I thought paying for the cost of materials and their shipping costs was more appropriate.

  I now realize that there is some fault on both sides and have tried to adjust the offer in a way that is better for them.  I am waiting to hear from them about this.

  Sincerely,

  **** *******

  Customer Answer

  Date: 10/28/2024

  Date Sent: 10/26/2024 4:51:53 PM
  

  Dear Brea L.,

  I have received an E-mail from **** at Outdoor Fabrics.  I appreciate his response and proposal.  I have sent an E-mailed to him, a response with a slight change 9an alternative proposal) where I will pay for the wholesale cost of materials for a new cushion and shipping cost for a new cushion.  The cost of shipping back the original order for me as a private individual was very high.  I thought paying for the cost of materials and their shipping costs was more appropriate.

  I now realize that there is some fault on both sides and have tried to adjust the offer in a way that is better for them.  I am waiting to hear from them about this.

  Sincerely,

  **** *******

  Business Response

  Date: 11/11/2024

  Mr. ******* and I have come to a resolution of the issue and his replacement cushion is now in production.  We appreciate the BBB's intermediary assistance and are happy a mutually agreeable resolution has been worked out.

   

  **** ****

  Owner

  Customer Answer

  Date: 11/30/2024

  I have received the replacement cushion for the chair.  It arrived early this week.  Thank you for your help in resolving this problem.