I had one customer from back east order a set of patio furniture including chairs, coffee tables and dinning table. This customer was a nice older lady that was a little nervous of buying something over the web. I spoke with her over the phone to ensure her that I was a real business and not a scam artist trying to take her money. After two phone conversations, she finally placed a large order worth about 2 thousand or so.
I thought, gee that is great, I will make a nice little profit of about 600 hundred dollars, not bad for two phone calls. She purchased the recycled plastic over the wood based on my recommendation that the recycled plastic furniture would not fade as the wood will fade. She also like that the recycled plastic furniture requires very little yearly maintenance. The product matched her requirements very closely. There are plenty of colors to choose from. She eventually chose the dark green.
The products where shipped one week late ( I quoted 2 weeks ) and all the products where in ok shape. Some of the products where a little dirty from the shipment. The chain used in the swing was rubbing against the backrest and caused a silver/grey stain in some areas. Not the best presentation when she opened the package. She also received a coffee table with one support brace ( between the legs ) was not the right piece. She called me and I ensured her that I would take care of it.
I emailed the manufacturer and the send out the correct piece. After three weeks, the piece had not arrived and the customer called complaining the replace piece for the patio furniture had not arrived. I called the manufacturer again …. Oops, they forgot to send the replacement. Another 3 weeks pasted and the customer called to say it was not the right piece. I called the manufacturer again, they sent another piece and …… it was still the wrong piece.
It took me over 6 months of haggling with the manufacturer to send the right piece. In the end, I had them send over a complete coffee table just to make sure on my tab. I lost several hundred dollars but in the end, the customer was finally satisfied. I probably lost this customer but she did say to me that at least I have restored her faith in online ordering.
Needless to say, I quickly dropped this manufacturer. I will add an entry to the
patio furniture manufacturer review page to let everyone know that this is not a recommended manufacture of patio furniture.
