ComplaintsforAuthentic Provence, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 3, I purchased two benches from Authentic Provence ("AP") via its website. The benches were described as "Pair of Riveted Iron Park Benches 1920s - A pair of petit garden benches from ******. The cast iron frame is painted in black and the wooden slats have been newly added. Wear consistent with age and use. Circa 1920s." I paid $2755, plus shipping. The benches were delivered May 17. The newly added wooden slats were not properly installed. Several were loose and missing screws. The slats could not support the weight of a typical human being. I weigh approx. 150 pounds. I sat on one of the benches, and there was an audible cracking noise as the wood sagged and cracked. I called AP and spoke with *************************. She would not let me speak. She raised her voice and said I could dispute the purchase but that it would be very difficult. She hung up and would not answer the the phone again. I emailed and she responded, We never stated the wooden slats were old hence the description newly added, the metal is from the 1920s but has been refurbished. This was my point: the slats were newly added but could not support the weight of an ordinary person. I emailed again: The problem is that the slats are made of thin, unfinished, rough plywood that does not bear weight. They are attached by mismatched screws, several of which are not even painted black. Several screws are missing and one slat moves around freely. The benches do not support the weight of an average sized adult, and would certainly not support two adults." ****************** asked me to send photographs. I sent two videos and a photo showing the boards bending and moving and the missing unpainted screws. She did not respond. I consulted a ********* who proposed replacing the slats with thicker wood, reinforced with metal mending plates. The cost was $1,155. I asked ****************** to split the cost. She did not respond. On the BBB website, another customer noted a similar incident two years ago.

  

  Business response

  08/08/2024

   

  To whom it may concern:

  Unfortunately there was no basis to further discuss the issue with this client. since 25 years we have been offering an outstanding customer service. Please find enclosed the email we had sent:

  Please find below the exact images and description which you have seen online prior to purchasing these benches. 

  We never stated the wooden slats were old hence the description newly added, the metal is from the 1920s but has been refurbished.
  
  We do not appreciate the argumentative behavior towards my colleague and I over the phone. There are always ways to communicate towards one another in a civil way, rather than calling us comparing us to con artists and portraying hurtful accusations towards our business. 
  
  I have absolutely no words to discuss as we sold you the exact benches you requested.

  Customer response

  08/08/2024

   
  Complaint: 21996001
  
  I am rejecting this response because:

  Authentic Response did not actually respond to my complaint.  My complaint is that the refurbished benches they sold me did not support the weight of an ordinary person and were dangerous to sit on. Authentic Provence does not dispute that the benches did not support the weight of a person.  They simply respond that the benches they sold me are the same as those pictured on their website.    

  As I noted in my complaint, the first time I sat down on the benches, the wood sagged and made an audible cracking sound.  I sent Authentic Provence videos demonstrating this problem -- in the videos, the slats clearly move around, and bend simply when I press on them.  I have attached the videos here. Authentic Provence has no response to this problem, and does not dispute it.  I also had the benches evaluated by a professional *********, who agreed that the wood was too thin to support a person of ordinary weight, and that the slats needed to be replaced with thicker slats, and supported by a metal support.  I previously attached the estimate for this repair work to my complaint.  Authentic Provence does not dispute that this work was necessary to make the benches safe to sit on.  I have now had the repairs done at my own expense.  

  Authentic Provence claims that it has operated successfully for 25 years.  I note that there have been previous complaints identical to mine.  For example,  on the BBB website, a customer complained in 2022: "DO NOT PURCHASE FROM HERE!! We purchased a Gustavian grandfather clock that was described as 'fully functioning.' In reality it ran for 5 minutes and then stopped. When we contacted Authentic Provence about the issue they said 'this is not our problem' and then hung up the phone on us. So disappointing. They did not even try to stand by their sale. How can an item that we bought from them not be their problem? They described it as 'fully working' and we are now having to pay for 'the fully functioning' clock we purchased from them to be restored to be as they advertised."

  This is exactly the experience I had.  Authentic Provence sold me two benches that they advertised as having been refurbished with new wood slats.  In reality, the slats were designed to look good in a photograph posted on a website, but they were not functional, and the benches they sold me were dangerous to sit on.  When I called Authentic Provence, the owner would not let me speak, shouted over me, and then hung up the phone.  This type of behavior does not warrant an A+ rating from the BBB, and their response to my complaint underscores that they are not a reputable business.

  Sincerely,
  

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

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