John H.

1. The order is 8 weeks past the original delivery estimate.
A. All SLA's for delivery have been missed and communication has only been provided after I contacted customer service.
2. 4seating.com has indicated that they have "split-shipped" my order. As part of the split ship, part of my order was estimated to be delivered 9/21 and the other part estimated as early October. After a tracking number was received for the partial order the delivery date has been missed by 13 days and 4seating.com cannot tell me where my product is or when I can expect it to be delivered.
3. 4seating.com website and order confirmations were not clear that the original estimate was simply an estimate of when 4Seating.com warehouse would receive the order. It was not clear that there would be an additional 7 – 10 days after warehouse arrive for it to be shipped to my local region.
4. Due to the inconvenience, I requested credit for my order.
A. The credit amount was never agreed to or confirmed.
5. All of these issues remain unresolved.

Timeline:

5/20/2020:
• Order Placed Original estimated delivery date: 8/13
8/3/2020:
• I contacted 4seating.com via (*******665 customer service number) to confirm that the arrival on 8/13 was still on track. At this time, I was told that the order was on track to arrive at they're warehouse but was also informed of the additional 7 – 10 day regional shipping duration.
8/13/2020:
• I Contacted 4seating.com and was told the arrival was pushed back to 8/20/2020
8/20:
• I Contacted 4seating.com and was informed the product was delayed further. No estimate on arrival. I was told to call back on 8/24.
O I was told at this time that the warehouse could prioritize my order and make sure it was unloaded first when the shipping containers arrive.
8/24:
• I contacted 4 Seating.com and was told the product had arrived but was stuck in a shipping container.
• There were 20 shipping containers and it was going to take 2 – 3 days to unload and then ship out.
8/27:
• Contacted 4seating.com and was told via verbal confirmation that the order had been shipped out. Was told it was still in the warehouse.
• Was told at this time that I should receive a tracking number in 24 – 48 hours.
8/31:
Received a voicemail from Brittany at 4seating.com stating that my order is on the list to ship on 9/4.
9/4:
• Received text confirmation that the order had been shipped.
9/6:
• I checked the tracking order number and suddenly it went away as if I were sent this by mistake.
• No further communication received from 4seating.com at this time.
9/9:
• Received a phone call from Richard Valdez (head of customer service) at 4seating.com asking if I was okay with a split ship order. My original order included one custom order for a Grenada 4 with chase lounge (choice seating) and a set of 3, also Grenada (standard). The original estimate had indicated 10 – 12 weeks for the choice seating and 4 – 5 weeks for the standard seating.
• This was the first time I was told that they standard seating wasn't in stock even though I had been contacting 4seating.com every week for the previous 6 weeks. I was told at this time that it would take an additional 10 – 12 weeks for the standard row to ship.
• They're solution was to split-ship the order.
• My response was, yes and why didn't we do this in the first place? I also asked for a discount. In speaking directly with Richard (head of customer service) we agreed to split ship solution and he committed to responding to me the following day with an agreement on discounted pricing.
• From this point on, I have not heard back from Richard on the agreed upon the discounted pricing or credit.
9/11:
• I contacted customer service who put me through to Richard's direct line where I left a voicemail.
9/14:
• Contacted customer service again and was told that the choice seating had been shipped out. At this time and only per my request did I received an email confirmation with the tracking number.
• Estimated delivery to my local distribution center was estimated at 9/21.
• I contacted customer service who put me through to Richard's direct line where I left a voicemail. Did not receive a return phone call.
9/21:
• Contacted customer service and was told that the shipping container with my standard row of 3 seating will be arriving at the 4seating.com warehouse on 9/24 and to expect that these items would be shipped out sometime in early October.
• At this time I was also told that I should be receiving a phone call from the local shipper for door delivery within the next 24 to 48 hours.
• The matter was also escalated to management with a promise to respond to me within 24 to 48 hours.
9/29/2020:
• Contacted customer service to question where my order is.
• At this time, I was told that a request was into the shipping department to figure out where the order is.
• The matter was also escalated to management with a promise to respond to me within 24 to 48 hours.
10/02/2020:
• Contacted customer service to question where my order is.
• Once again, I was told that a request was put out to the shipping department to figure out where my order was.
• I also called Richard's (head of customer service) direct line where I left a voicemail. Did not receive a return phone call back.
• At this time I was given a different "head of customer service" Megan. Her direct phone number was provided at this time with a promise that she would call me back within 30 minutes. After 30 minutes elapsed without a phone call I called her direct line and received her voicemail.
ALL ISSUES REMAIN UNRESOLVED AS of 10/02/2020