Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered Mid-March, received damaged/late/incomplete July 5. Still no resolution as of July 26.For $2,750, the business has effectively told me to clean up the mess they created on my own.This was an order for (2) skylights, (1) installation kit, and freight, all to be completed in 12 weeks. They shipped after 16 and order was received (damaged and incomplete) after 18, fault of Dalyte ***. The freight shipment was botched by fault of the vendor and delivered **** miles away in ******. The installation kit was never put into the shipment. The larger of the 2 skylights was received damaged (unusable) due to extremely poor packaging, and the vendor is making no attempt to insure this through the shipper. Additionally, the company has refused return, replacement, refund, or any feasible method of resolution whatsoever. Between 2 skylights, install kit, and freight: 3 out of 4 items were completely mishandled by the vendor, Dalyte ***.

  Business response

  08/22/2023

  This shipment was packaged extremely thoroughly in a sturdy wooden crate as all of our shipments are.  We do the best we can to ensure that all our products are delivered in tact and undamaged.  Unfortunately this unit appears to have been run into by a forklift during the shipping process, out of our control.
  
  When the customer received the unit and notified us of the damage we offered our standard replacement offer however that was rudely rejected by the customer and they demanded the units be given to them free of charge.  We also offered to repair the unit but the customer did not want to ship the unit back to us so finally we offered to send an easily replaceable part to the customer for them to replace.  All these were rejected and all the customer wanted was their money back while keeping all of the product. In addition, the customer was extremely disrespectful from the very beginning of the communication and was not interested in anything other than getting free merchandise.

  Subsequently the customer disputed the charge on their credit card so at that point there is nothing that we are willing to do for the customer as they have not paid for any of the product.  There was no willingness to work with us (he is in ***** we are in Colorado) to any other solution other than everything was free AND we solved the issue created by the freight company.

  Customer response

  09/01/2023

   
  Complaint: 20378045
  
  I am rejecting this response because: most of it is untrue and baseless, as exemplified by the documentation included in my original complaint.

  "This shipment was packaged extremely thoroughly" - Photos of the crate included. Openings all over the place, including the location of the "forklift damage." Luckily it was just the frame, photos show the hole in the front that could easily lead to glass breakage. There was glass exposed to the elements for the entire shipment process.

  "unit appears to have been run into by a forklift during the shipping process, out of our control" - Doesn't really matter if it's out of the vendor's control, the shipper insures the product. If the shipping company needs to reimburse damages, to remedy the situation, file a claim. That claim is 100% out of my control. Furthermore, this shipment got the runaround, yes, maybe leading to someone else slamming it with the fork lift. That is entirely speculation. The vendor mistakenly sent my order to the wrong state, delaying shipment well over a week without a claim.

  "we offered our standard replacement offer" - There is no record of this offer. I asked many times.

  "We also offered to repair the unit" - They only offered to send me a part and fix it myself.

  "customer did not want to ship the unit back to us" - it is up to the vendor to arrange this return shipment.

  "easily replaceable part" - If it were "easy" I would have built the unit myself in the first place. The cost of this service reflects a turnkey product and experience, and I did not receive one

  "money back while keeping all of the product" - I have no interest in keeping your product. Vendor would be MORE than welcome to arrange a pickup of the units, they are unusable.

  "There was no willingness to work with us" - This vendor literally ignores my emails. I spent 3 weeks trying my hardest to communicate with them. Not even enough pride to put their remedies in writing, just a couple of aggressive and harassing phone calls.

  "everything was free AND we solved the issue created by the freight company" - Why shouldn't they? I didn't hire this freight company, and am not responsible for insurance claims through them. Nor was I the one who, oopsie-daisy, sent the skylights to the wrong address.

  Since this claim, the vendor has threatened me and the company I work for with late-night aggressive and harassing emails. Terrible reputation, as evidenced by the company name changes, shortcuts, customer experience, and communication. Nobody should be trying to conduct business with these folks.

  Sincerely,
  

  ***********************

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