Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A defective chaise lounge chair purchased from Palm Casual was returned to the Summerville, SC store in January 2022. The turnaround time for repair/replacement was quoted at 23 weeks. Approaching the 23rd week (June 2022), I followed up with the store. At that time, I was told the chaise would be available in approximately 2 weeks. It wasn't. Since then, I've made multiple follow up attempts, including two visits to the store. Each time, I was quoted an estimated deliver date of two more weeks and excuses ranging from an aluminum shortage to COVID-19. I visited the store today, July 28, and was given the same lip service. This issue is now 29 weeks old and there appears to be no resolution in sight. Considering this issue has been in progress for more than 6 months, the right thing for Palm Casual to do is offer a full refund of the purchase price.

  Business response

  09/16/2022

  Business Response /* (1000, 8, 2022/08/22) */ Contact Name and Title: Aaron B****** Contact Phone: ************ Contact Email:************************** Mr. ***** did not purchase furniture from Palm Casual Patio Furniture. He purchased a house that had existing furniture. The original owner of product asked if Palm Casual would be willing to fix the old furniture. Upon receiving the chair we realized that the damage was beyond repair. Even though the damage was NOT covered by our extremely generous warranty, we still wanted to help. We decided to make a brand new chaise lounge for free. Totally FREE! All we asked was for was time in order to produce a new chair. The style and frame color had been discontinued so we knew it would take months to get the materials in. I understand the frustration of time but in todays climate with COVID shutdowns, labor shortages, and vertical material delays, manufacturing can take time. Even though he was never a paying customer, we at Palm Casual were still willing to give him a totally free chair while absorbing all of the cost ourselves. We delivered and set up the brand new chair to Mr. ***** for free. This is how far above and beyond Palm Casual will go for people. The only thing we needed was time to accomplish this. I believe Mr. ***** never fully grasped that it takes time to manufacture a product line and paint color that has been totally discontinued. We are equally frustrated as a company as he is because so many delays are well beyond our control. We did all of this free work only in an effort to really make him happy and excited about our willingness to help even when we are not required to. This kind of service is what has set us apart for 43 years. Mr. ***** has no money to refund because he never spent any money with us. Mr. ***** also has a brand new chaise lounge delivered by us to his house, for free! I just hope Mr. ***** understands the financial sacrifice and efforts we went through as a company, solely in an effort to get him a new chair for FREE! Consumer Response /* (3000, 10, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's true, I did inherit this furniture through the purchase of a home. However, the previous owner informed me that PC was working to repair or replace the furniture. By the way Mr. B******, I bought approximately $4K of furniture from your Mount Pleasant location not too long ago. Part of the pitch was how great the "after the sale service" was. I really expected more from PC with resolving this problem. Mr.B****** is making such a big deal about their service. The fact remains that it took over 6 months to resolve this issue. It was one excuse after another regarding the delay. I was never told the product was discontinued. I believe the same chaise is currently featured on the PC website. Excuses for taking so long included CV-19, aluminum shortages, etc. Had I not consistently followed up, nothing would have been done. They finally got moving after I filed this complaint. Consumer Response /* (2000, 14, 2022/09/09) */ Issue was resolved.

*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. ↩