ComplaintsforWoodway USA, Inc.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 26, 2023, I placed an order directly with Woodway USA. The order was for 2 parts, each numbered M1114 in Woodway's parts catalog. This order was placed through a sales representative, identified as ************ was emailed a receipt of this purchase for $183.70USD. The parts were to be shipped through ground shipping, from ********* to my home address in *****. I was told that the ground shipping could take 3 to 6 weeks, I believe. I was told that I would also receive an e-mail with the shipping confirmation number, so that I could keep updated with the shipment. The secondary e-mail with tracking information was never received. I then e-mailed Woodway on October 23, 2023, regarding my purchase and shipment details, and did not receive any response. I e-mailed a different sales representative on November 7, 2023, named ***********************, with all the previous information, asking for some kind of information regarding my purchase. The new sales rep responded to my e-mail the very same day, stating that he submitted an inquiry, and would hopefully have an answer the next day. Ssince then, I have received nothing else. I would like for the company to honor the sale, and send me the items that I purchased, for my treadmill.

  Business response

  12/12/2023

  Dear ****************,
  We sincerely apologize for the delay in processing your order along with the lack of communication.  
  
  Unfortunately, we have encountered several unexpected delays in procuring the material needed to complete the lifting bar set you purchased.  Our vendor has given us an estimated delivery date to Woodway of early January but we are working to source the parts required from another vendor.  I will be your point of contact going forward as I will provide all updates going forward until your order is fulfilled.
  
  If you wish to continue with your order, we can offer a discount of 30%.  If you prefer to cancel your order, please let me know as I will process the refund accordingly.
  
  We appreciate your business and again we apologize that we did not provide updates as we should have.
  
  
  Thank you,
  ***********************************
  Service Manager
  WOODWAY USA, Inc.
  PHONE 800.WOODWAY Option 3 for Service
  FAX ************
  W234 N700 ***************
  ********, ** 53188
  www.woodway.com
  
  
  

  Customer response

  12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

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