Mr. Vike -
I hope this finds you well. My name is Tracy Bowes, and I'm the President & CEO at Rusty Nutz & Rodz. First, I want to begin by offering my sincere apologies that your experience with our service left you so dissatisfied. It's certainly not the buying experience we strive to provide.
I am familiar with your orders, and I would like to address your concerns. Regarding your headliner, I agree, this could have been handled better. Having personally endured the difficulty of installing a headliner that sat in a box for too long, we prefer to avoid these "perma wrinkles" by having every headliner manufactured to order locally. Generally, this process takes about one week, and we feel that the end result is worth the wait.
In the case of your headliner, we were not made aware of any production delays until we noticed that the normal production time had passed, so we reached out to the manufacturer for a status update. At that time, we were informed of a basketweave material shortage. Our staff reached out to you with an update, you requested to cancel the order, and we honored that request. Based on this experience, we have requested that the manufacturer contact us if they receive an order that cannot be fulfilled within the standard production time. This will allow us to maintain better communication with our customers.
In reviewing your Sport Seat order, it appears that we did not receive your color selection or body style at the time of checkout. Our staff followed up with you, and when this information was received, the upholstery was put into production at TMI. That process generally takes 2-3 weeks. TMI provided us with an estimated completion date of 07/03/14, but we did not receive your upholstery until our weekly delivery on 07/18/2014, and we turned it around to you the same day. It looks like there are notes documenting a few conversations with our staff, who provided the latest production information as it was provided to us.
In the case of the upholstery, I'm not sure what more we could have done. TMI manufactures some of the highest quality interior products on the market, and we're thrilled with their continued development of the Sport Seat line. Sometimes the manufacturing process runs a bit longer, but they're good about keeping us updated, and we pass that information along as we receive it. I welcome your feedback on how we could improve this process.
I would like to speak with you about your experience, as we are genuinely interested in providing the most satisfying buying experience in the industry. I will reach out to you tomorrow so that we may discuss this further. And you are always welcome to contact me by calling us toll-free at 877.242.7454 and asking to speak with me.
Again, I offer you my sincere apologies. I look forward to discussing this with you further tomorrow.
Rusty Nutz & Rodz