6/11/2009

Placed order as follows: ESR-1503 Luxury Oceanside III Outdoor Wicker Sofa Set which were to include; 2 Chairs and a Loveseat, Coffee Table, Ottoman and Custom Covers for all pieces. Fabric color: White #4, Rattan Color: ES8021-Black (which is a flat black). Availability: Arrival Doorstep 3 to 7 weeks.

10/4/09

Order delivered. No ottoman with order. Rattan was brown not black. Fabric color was cream not white. Furniture legs were brown, should have been silver as pictured on website. There were no custom covers.

09/29/09

Shane orders covers from a company called the-Cover-store. They unfortunately are a sloppy fit for the furniture. I send them back to the cover store for which we have to pay $14.83.

10/5/09

Shane agreed the shipment was incorrect. Agreed to give a discount, re-order our lounge set, and pick up the incorrect order. After numerous e-mails a check was sent via Fed-Ex on 1/21/2010. Shane also later informed us that the incorrect shipment would not be picked up until our new set would be delivered. This meant one of our vehicles had to stay outside during the winter in order to store the Lounge Set in our garage.

3/6/10

Re-order of our Lounge Set arrives. There are many problems, I contact Shane via e-mail. This is what was sent;

Dimensions on the furniture incorrect. Much smaller than original shipment and what is described on website. The first shipment had arms that were narrower, and the back was narrower, thus creating a much larger sitting area on both the Loveseat and Chairs.

1) Dimensions of the new lounge set were much smaller than the original, and not the same size listed on his web site. The original Lounge Set matched the dimensions on the website.

2) Fabric not as pictured. Our re-order was to have grey fabric, this was blue-grey. More blue than grey.

3) Original Lounge Set had fabric that was better quality, thicker and non-removable. Re-order came with thin material that had zippers for removal. This caused the fabric to sag and wrinkle and not fit the foam as tightly. Material was sagging right out of the box.

4) Wicker Rattan was incorrect. We ordered flat black ES8021 which was confirmed by Shane on our re-order. We received Threaded Black Rattan.

5) Foam Cushions on the first order were firm, you sat in them and they supported you. The cushions on our re-order were mushy. Once you sat in them they just flattened down.

6) Zippers on the fabric of the ottoman were visible

7) Did not receive custom covers

Overall this set was cheaply made. It did not come close to the workmanship on the first set.

04/16/10

Shane informs us that he has changed manufacturers that is why our set is different than the original. He contacted the new manufacturer and they are able to produce the 3rd Lounge Set to the dimensions set forth on his website. Zippers would be hidden and the covers would be included. The foam for the cushions would probably be thicker as the dimensions on the furniture will change. Shane stated; Hopefully the third time will be a charm.

04/1710
Sent an-mail to Shane confirming line item by line item what we expected, rattan color, fabric color etc.

4/17/10

Shane sent e-mail back stating This is what was discussed and ordered with our manufacturer..

06/15/2010

Sent- email inquiring the status of Lounge Set.

Shane said the furniture will be departing from their manufacturer on July 15/2010.

08/27/10

Contacted Shane on staus of furniture.

8/31/10

Shane confirmed Lounge Set just left manufacturer. Originally stated that Lounge Set had left the manufacturer on July15/10.

10/25/10

Contacted Shane regarding status of furniture.

10/26/10

Shane stated our furniture has been ready for a long time but the manufacturer will not ship it because they think we will not pay for it once it arrives at the coast. They are shipping one small 20 ft container per time and will not ship the next one until we pay for the last, The most recent container arrived yesterday and we have paid for it so I would think the next container which your set will be on will be leaving today. He also understood our frustration and stated that if we wanted to we could cancel our order or wait until the Spring or Summer when he would have inventory in stock to purchase.

We choose to continue with our order.

12/14/10

Send e-mail - Have been calling and sending e-mails for over a month.

12/15/10

Shane informed us that their outdoor manufacturer has screwed them over. They had sold some of the sets including ours to other customers. His final words were: I know this whole process has been extremely long for you. All we can do is express our sincere apologies to you. It goes to show you that it is important to know who you are doing business with and we have learn this lesson the hard way.

Since December we have been calling and e-mailing with only one response. On 2/17/10, he sent me an e-mail that contained the same verbiage as the one sent on 12/15/10. Numerous complaints filed with BBB of Minnesota, 17 of which there was no response. Numerous complaints on sitejabber.com, complaintwire.com, resellerratings.com. Just google LightGreyDesign or Urbanhom complaints.