Custom size Cedar Door Invoice # 11.08.17TX1
1 cedar wood rustic vintage #14 door
3 pictures above of rustic doors provided by Card Holder Agent Carolyn. Pictures below sent to buyer for approval before shipping.
David Corley Designs from Texas keeps the door and 7 months later threatens with Social Media.
CARDHOLDER did not participate in this purchase transaction, it was done by Agent Carolyn. Carolyn, did not share finished pictures with people that would receive the door "Kerenza", they did not know what to expect. Door arrived obviously damaged, consignee "Kerenza" did not file a damage report, as is our policy for over 18 years. All our freight is insured. Cardholder's agent ent Carolyn asked me to take door and take the loss. In order to remedy the situation I offered several solutions including a new door within 2-3 weeks, then 1 week. Customer refused both option. In good faith I agreed to accept the door back and a full refund in hopes for more business in the future as customer had suggested. I only asked our client to ship the door back as we shipped to them, packed and on a wooden pallet. Instead 3 weeks later builder hires our shipping company to ship door back to us, on plastic shrink wrap (no pallet) , the door broken, glass window broken and the custom size forged wrought iron work and moldings MISSING. We refused door for damaged and incomplete. Customer believes the freight company of kept the missing parts. In good faith and the promise of more business this time by Card Holder I agreed again to take back the door and refund 50% per agreement, however Freight Co. had shipped door back to shipper in Texas. THE MERCHANDISE REMAINS IN TEXAS and a new Card holder's agent, Sandy Campbell from David Corley Designs now threatens with posting possibly a bad review in Social Media. July Stryker in bad faith tells our shipper not to do business with us.
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Jan 30, 2018, 9:18 AM |
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Good morning Oscar,
I got a call this morning from the builder about the front door that arrived
at the ranch. Call me when you have a minute so we can discuss
(214-742-6767). He said the door is in bad shape and pretty much non
repairable. Please find attached some photos taken. The quality of the
door was too poor and it did not make the shipment, or the packing/shipping
itself was not sufficient. We are needing to resolve this issue and either
request a refund or have the door remade properly. Not sure if we have time
to wait this long for another door. We are REALLY surprised and
disappointed in the overall quality of the door sent. I was told that the
jamb was in pieces. What are our options?
Best,
Carolyn
3 Attachments
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Jan 30, 2018, 10:06 AM |
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Hello Carolyn, the frame and jams are in single pieces. I send the interior and exterior molding in pieces for the installer to decide if square or with 45 degree on corners, your original picture show non 45 moldings, that is why I said to ship with extra pieces. Door is intentionally finished rustic.
However it is most important for us that you are happy. I propose I send a new door I can ship in ONE week, it will be in Red Pine best choice for exterior door and thta you installer use the Iron hardware from shipped door. You may want to ask the installer to set the door in place held lightly on for presentation purposes, your client may appreciate the Rustic as intended. I await your decision.
Thank You
Oscar Almaguer
HR
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Jan 30, 2018, 10:27 AM |
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Hi Oscar,
The panels of the door have split and there are cracks within the door itself (you can see through it) and then also in the jamb/frame… The problem isn’t that it is rustic. The builder is also saying that there are visible brad nails throughout, split panel, holes, wood pieces/scraps on top. Basically not useable. This is straight from the builder and our client.
I reviewed your response about the Red Pine with my boss and we are wanting cedar as original.
Best,
Carolyn
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Tuesday, January 30, 2018 12:06 PM
To: Carolyn <carolyn@davidcorley.com>
Subject: Re: Front door
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Jan 30, 2018, 11:38 AM |
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I understand, I got the wrong carpenter for this door my apologies. Please ship that one back ASAP, 3 weeks is the soonest that I can get the cedar and ship. is this OK?
Thank You
Oscar Almaguer
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Jan 31, 2018, 9:32 AM |
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Hi Oscar,
I am reviewing our below option with my boss. In the meantime I wanted to ask- are we able to send back the door for a refund?
Thank you,
Carolyn
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Tuesday, January 30, 2018 1:38 PM
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Jan 31, 2018, 9:38 AM |
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Carolyn that is an option, please give me an opportunity to make it right, it will be priority and it will be done in 1-2 weeks, for now ship the door as it came in. I will personally take care of it.
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Feb 6, 2018, 12:31 PM |
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Hey Oscar,
Our clients have decided to send back the door to you for a refund. Please advise how we can get the process of shipping back the door to you started. How would you like for me to get it back to you?
Best,
Carolyn
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Wednesday, January 31, 2018 11:39 AM
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Feb 6, 2018, 1:25 PM |
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Hello Carolyn, I am sorry that your clients are not impressed with our rustic finish, this happens sometimes, some people expect something even more rustic, oh well.
We have a return policy on our “about us” page.
We will be happy if you get the door back and share with us what your clients though of the door.
Please, pack and ship back to us as we shipped to you (cardboard and shrink wrap fastened over a pallet) if you can do better we will appreciate it)
I would like to share what buyers thought of the door with all at the factory as a way to become better workers, and I will ask to issue you a full refund.
Thank You
Oscar Almaguer
HR
ps this is the 1st door returned in over 10 years.
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Feb 7, 2018, 10:03 AM |
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Hi Oscar,
Ok, will do. What is the shipping address for where you would like us to send the door back? Is it the 3855 East Cesar E. Chavez Avenida Los Angeles, California 90063-1804. 323 325 2565 ? We are sorry to hear it’s the first return in so long, please look at the door when you get it back to make sure you don’t think it was a shipping issue that caused our clients to think it was poor quality.
Thank you,
Carolyn
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Tuesday, February 06, 2018 3:26 PM
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Feb 7, 2018, 10:18 AM |
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OK that is the right address.
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Feb 8, 2018, 1:04 PM |
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What was the shipping company you used? Trying to get this set up on our end. I don’t believe we paid for shipping to get the door there?
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Wednesday, February 07, 2018 12:19 PM
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Feb 9, 2018, 1:04 PM |
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Hi Carolyn, This is the company we used.
We paid for the freight to you, you get us the door here and I will have the office send You a full refund. as you know, our return policy states you have to return on delivery and/or report damage, restocking fees etc. I think its a good deal for you hopping you give me another chance some day even with no deposit. This company is the least expensive.
We relieved the carpenter who made the order, a door that allows light (air) passes through is not acceptable.
Thank You
Oscar Almaguer
HR
| Hacienda Rustica | Mar 12, 2018, 3:43 PM | ||
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| Joe Thomas | Mar 12, 2018, 4:11 PM | ||
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Mar 12, 2018, 5:31 PM |
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Joe just tell her that Hacienda Rustica did not accept because order was incomplete and damaged.
If I accept I am liable to pay her for the door in a full refund. I would have but she intentionally kept the most important part of the door.
Tell her we would accept the door to avoid storage fees but no refund until custom grill arrives here. Joe thta is all I can do
| Joe Thomas | Mar 13, 2018, 6:24 AM | ||
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Mar 13, 2018, 9:30 AM |
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Mar 13, 2018, 10:16 AM |
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Hello,
I have not been able to reach Kerenza via phone the past week. This shipment is sitting in storage and accumulating storage charges still. If we do not have a response from you in regards to delivery by the end of the day, it will be returned to the sender.
Please Advise what you would like done by the end of the day.
Regards
Joe
From: Hacienda Rustica <haciendarustica.com@gmail.com>
Sent: Tuesday, March 13, 2018 9:30 AM
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Mar 13, 2018, 10:46 AM |
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Hi Joe,
This is all completely news to me and I have no idea what is going on. I was not aware that there was any issue with the return of the door? Can you please call me at your earliest convenience to discuss?
I am confused as to who “her” is that you are referring to in the below conversation. No one has tried to contact us (the purchaser of the door) here at Corley Design until just today; and we were not present at the jobsite of where the door was delivered and returned from.
Best,
Carolyn
From: Joe Thomas [mailto:jthomas@onlinefreight.com]
Sent: Tuesday, March 13, 2018 12:17 PM
To: carolyn@davidcorley.com
Cc: Hacienda Rustica <haciendarustica.com@gmail.com>
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Mar 13, 2018, 10:55 AM |
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I’ve been calling (817) 808-9064 for Karenza that’s the only number I have. My number is 248-215-0039. Please call me back thank you.
Joe
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Mar 20, 2018, 12:22 PM |
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Hi Oscar,
We are very confused because you told us we could return the door no problem. I have a feeling that the door got damaged on the first trip because all who saw it said as much. And that is why the client wanted to return it. However, the woman who had it packed and shipped says she shrink wrapped it and that the grill was on it. She would have absolutely no use for or reason to take the grill. Do you have a photo of the door without the grill? We would all need to see that. At this point the shipper is about to throw away your door which would be sad and pointless. As well, I need to get a refund for my client. Please respond before this gets out of hand. We are all waiting to hear for you. I’m hoping you’ve been out of town and away from your phone so that we have a good reason why you’re not responding.
Joe, is the door in your possession? Can you send a photo of it? We really should take photos of it before we throw it away in case this needs to go to small claims court.
Thank you,
Julie Stryker
Principal Designer
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Mar 22, 2018, 10:03 AM |
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I will send a picture as soon as I get hi fi pictures are on my cell and have no cable I am in Mexico by factory.
Door came in on the deck of the truck no pallet. door only a single this cardboard layer and shrink wrap film, glass broken, no grill, and small visible scratches. Again not on a pallet.
Oscar
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Mar 22, 2018, 10:06 AM |
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Julie you may request pictures from shipper as well.
Oscar
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Mar 22, 2018, 10:15 AM |
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I did and they will not provide them. Whoever is responsible for the shipping needs to file claim with the shipper. Is that me? At this point I am wondering if I should have the door shipped here so I can have some proof. Whatever the case, my client and I should not be responsible for the cost of this door. We need a refund either from you or the shipping company. If that does not happen we will file a complaint with the courts.
Julie Stryker
Principal Designer
909 Dragon Street
Dallas, Texas 75207
- 214-742-6767
From: Hacienda Rustica [mailto:haciendarustica.com@gmail.com]
Sent: Thursday, March 22, 2018 12:06 PM
To: Julie
Subject: Re: Old Front Door Damage Notes
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Mar 22, 2018, 2:03 PM |
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Joe,
I am going to fight Oscar on this. We would have never shipped it if he hadn’t said he would take it back and I have it in writing. As well, since he was the original shipper of the door, HE should have filed the claim when it arrived in Texas and we told him it looked bad. What I can’t understand is why I can’t get the photos of the door in its current condition.
Oscar, this is my final plea and request for you take the door and refund my money or I will have the door shipped back to me and we will pursue this further. You have until tomorrow to respond.
Best,
Julie Stryker
Principal Designer
909 Dragon Street
Dallas, Texas 75207
- 214-742-6767
From: Joe Thomas [mailto:jthomas@onlinefreight.com]
Sent: Thursday, March 22, 2018 12:27 PM
To: Julie; carolyn@davidcorley.com
Subject: Re: Old Front Door Damage Notes
There needed to be a claim filed when Kerenza received the door. Instead it was shipped back to Oscar. I can tell you right now having fought the shipping companies on over 100 of these, there is no winning this one since it’s been shipped twice and no one knows when/how or where it was damaged.
If you’d like the door back to try and fight Oscar for this, please let me know today though. Wish there was more I could do to help.
Best Regards
Joe
From: Julie <julie@davidcorley.com>
Sent: Thursday, March 22, 2018 10:17 AM
To: Joe Thomas; carolyn@davidcorley.com
Subject: RE: Old Front Door Damage Notes
We think we need to file a claim with the shipping company. Or, is it Oscars responsibility? It sounds like from talking to Oscar and Kerenza that the door was damaged in shipping both directions. Why won’t the shipping company provide photos? If we file a claim against them will they?
Julie Stryker
Principal Designer
909 Dragon Street
Dallas, Texas 75207
- 214-742-6767