Complaints

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• Initial Complaint

  Date:10/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  We used this woodworking company a couple of months back and this business never delivered the finalized goods completed. The project included bunk beds however one was made 16 inches too short making it unusable since it needs to wedge between two walls, we made specific drawings with measurements showing that this bed needed to be 7 foot 9 inches and it was made approximately 6 foot 4 inches. After the company acknowledged the error and said they would have a new bed shipped out they have completely stopped responding. They essentially took the bed back and never replaced it. There were other errors as well which we were willing to look past, we tried to open a dialogue but they have completely ghosted us and seemingly ran off, we would prefer not to have to seek legal action and either get the bed which we paid for or a refund(preferably having the bed made with the dimensions that were originally agreed upon).

  Business Response

  Date: 10/21/2024

  I would like to respond to this first by saying we the WoodenWhale always make sure are clients are happy and taken care of we never leave a job undone and would never take anyones money with making the product they asked for if you look at our reviews, Im sure they speak for themselves. 
  We made the beds to the specs that where sent to us I can attach files if needed there where multiple  pictures sent to the purchasers of the beds before they where paid for and also over 20 phone calls to ensure we where giving them what they wanted before anything was paid for the items where approved upon receipt of the photos.  
  Our company Never takes any money down, not one ***** until all items are built and okayed by the customer and this scenario was no different.
  We also talked to the clients and made it very clear that the space needed to be measured by someone to ensure the bed would fit since it is a hanging bed (no legs floating) The client said they could find someone to go measure or would possibly do it themselves but it was never done so we were told to make  the bed to the specs that where given.

  The miscommunication between the client and the shipper is why the client believes the bed is the wrong size there was a piece left behind that was the end piece to the bed which makes it exactly to spec according to blueprints. 
  However the client never once called us from the minute the shipper showed up till the following days after. 
  This whole misunderstanding/miscommunication could have been taken care of with a simple phone call.

  The only call we  got was before the bed arrived. They had a dispute with the color of the bed rails for one of the beds . However, the colors were given to us from the interior designer, who is the person in which we worked with the entire time the actual buyers of the beds we never spoke to. The client/ interior designer was supposed to come to our shop and see the pieces in person before they were delivered, but decided not to even though they were paid to do so from their client they told me to tell the client that they were there and seen the products if they had asked. We did send pictures and they were okayed. That is the best we can do before we ship something out of state if theyre not going to see them in person. We where also told by the interior desinger not to mention pricing because they were going to double the cost of the bed to their client.

  Upon delivery, the shipper measured the walls and verified that the bed would not fit compared to the specs. The shipper said that the the measurements of the two pieces together which makes the bed whole still would be short.
  We can have the shipper verify this for you if needed.

  They took measurements and made sure to make note of it..
  however, there are two pieces to the bed. The end small piece could have been modified if the client wished for us to remake it for them so it would fit, but for some reason without any communication decided to send all of the pieces of one bed back instead of leaving them there, so they did receive the beds and everything they asked for and sent one out of three beds back back with the shipper because of a mistake that they had made. And if it was  just for a simple phone call, we probably could have had this all taken care of very simply. 

  Just to note  the shipper is not affiliated with our company The WoodenWhale our company  paid $3000 to the shipper  deliver these items . 

  If there wouldve been communication from the client, we could have told them to leave the bed and for a small fee we could have made them a new piece so everything wouldve worked fine. 
  We did tell the client we would help them to make it right because we dont want anybody to be dissatisfied as long as they would pick it up at our shop and have somebody take it up there. This is days after the fact when we first talked eventually, but they did not want to go that route and pay for anything else, therefore we could not of course pay another Shipper $3000 as well as make a new piece for the bed when we did it exactly as we were supposed to do. 
  
  Also  the client still does have two out of three of  the beds  that they liked as it did not have to fit in a specific space.

  Only  one out of three beds was shipped back, which they are welcome to pick up anytime they want if it is not picked up with a reasonable timeline, we will dispose of it. 
  I hope this clarifies the matter somewhat and if theres any questions, please reach out we are a business and not very hard to get a hold of. 

   

  Customer Answer

  Date: 10/30/2024

  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.
  
  
  I will keep this fairly short. The bed is marked on the Construction Documents with dimensions of 7 foot 9 and 3/4 inches and we simply cannot do anything with a bed that is over one foot short. I have attached the Drawing we sent you from the Construction Document below. You are unwilling to remake the bed at the specified dimensions and what we have is unusable as the bed must wedge between 2 walls and since it is over a foot short it simply will not fit. At this point we would like a partial refund in which we can use towards the manufacturing of the bed with a different vendor. While we feel we are owed the full $4,000 paid for the bed plus the metal railing and metal ladder we would like to make it easy on both parties and get a partial refund of $1500 or $2,000. If not we will try going through the attorney general and then sue if necessary for $4,000 + Railing and Ladder = $5500. I would prefer to simply come to terms and then close this case however we are prepared to go through the ** and courts if necessary.

   

  Regards,
  
  ****** *******

  Customer Answer

  Date: 10/30/2024

  See attached.

  Business Response

  Date: 11/06/2024

  Hello as we have already discussed on numerous calls  and messages we  have the bed that was sent back to our shop with the detached piece needed to make the bed full length  the bed is not short, the part you sent back is 6 5  as specified in the blue prints which I will attach. The additional add on piece was the forgotten piece that is 1 4 3/4 as specified making the bed 79 3/4 as asked. 
  As I have stated numerous times your welcome to pick it up at our shop at your convenience if your measurements are correct the bed will fit perfectly as it is however as we all know the measurements taken and added to the blueprint are incorrect as the delivery/ installation guy noted. ?However in any circumstance the bed is here for you and is exact to specs that we were given. It can be modified by however if you  wish to do so to make fit if needed. ?I just cannot understand why the bed was ever shipped back without a call message or anything. 
  I'm just not sure how in any world that you think we should pay you any amount of money back this has been nothing but wasted time and messaging and call for months now when we did exactly what was  asked. ?The bed was okayed and approved by you and your team before it ever left our shop I will attach all of the email we sent for you approve in which you did approve and pay after not before but only after the pictures where sent and approved. ?The amount of time and materials and having to pay a shipper $3000 to deliver these we are almost at a loss already and I just cannot foresee a good reason for us to refund you. I do believe you should pick the bed back up in which you sent back. We will have to dispose of it before long to make room, a floating bed as it is is something that  just cannot be used but in the space it was designed for. 
  I truly do apologize that this did not work out we have a reputation as Im sure you know that we make every customer happy and stand by that reputation but we also cannot just give away money to someone for a mistake that was there own. We price our products to a point that just makes us what we need to keep going that is why we are so respected. So you asking for money back would literally put us at a loss. Normally I would just do it and give you the money but in this particular situation I just truly feel we did nothing wrong! We met every need for you, you rushed us to get it done so we put you ahead of 100 other customers we didnt charge extra for that we did it to make you happy we worked till wee hours of the night with you calling us at 9-10-11 at night, non stop but we didnt complain we just tried to make you happy and meet your deadlines in which we did and everything could and should have gone smooth if just for a simple phone call that day. ?Please let us know if you would like to pick the bed up or if you would like us to dispose of it for you. 
  
  

  Customer Answer

  Date: 11/07/2024

  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.
  

  You can not make a Bed in 2 separate pieces and have this be supported when the bed is being wedged between 2 walls. The customer did not want some type of sliders below and this was not put into the drawing. With that said the Installer did not show up with a separate 1.5 foot piece, there was literally nothing that could be done and we called you and told you it was being sent back while the installer was there, it would be hard to believe that the installer yourself did not call you and tell you it was being taken back prior to arriving. All we are asking for is some type of refund whether whole or in most.
  

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******

  Business Response

  Date: 11/19/2024

  Hello, I am very sorry to hear about all the inconveniences and problems you have had if you look at the blue blueprint/drawings it does have the bed being made in two separate sections. If you would like, I will make the bed in one single piece that is not a problem. please let us know if this is what you want us to do. I am willing to do this for you just to get this over with if you do not want the bed. Please let me know within a week or I will have to move the bed from our premises and it will be sent to the trash, we do not have the space to keep it any longer. If you would like to be made as one solid unit please let me know as soon as possible so I can do so I recommend against it that takes away all your flexibility of spacers and making it fit correctly, but again this is totally up to you. Thank you again for everything. I hope it all works out for you. My apologies. It didnt work out between us. Thank you and take care.
  

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  We tried reaching out on 5 occasions asking for you to remake the bed however as I mentioned we already paid someone that is working on the new bed, we would prefer a partial refund