ComplaintsforWyrmwood, Inc.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a table through kickstarter over two years ago and the communication with this business was ridiculous and then they were essentially scamming up for 10% fees for issues they had with the project and we never got our table and had to pay a fee for a refund and they were no help to me at all

  Business response

  10/11/2022

  Hi ******,

   

  Sorry to hear of your frustration. Using Kickstarter for our business certainly has it's advantages, but presents unique obstacles as well. One of those obstacles is needing the information for our customers' orders by an established deadline to ensure we can order enough materials to fulfill the products in that particular wave of orders. It appears your order was missing necessary information at the deadline and had to be pushed back to a different fulfillment wave. 

   

  Regarding the 10% fee for refunds, this is a policy we use on Kickstarter projects due to the unique nature of using Kickstarter. Once we know the total amount raised at the end of a Kickstarter project, we can determine what can be invested in equipment needed to help fulfill the project. We still honor refunds, of course, but retain a 10% fee to cover unrecoverable fees such as credit card fees and fees owed to Kickstarter and our pledge manager, for example.

   

  Sorry for any misunderstanding. Feel free to reach out to us again if you need further assistance!

   

  Thank you!

  Customer response

  10/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I backed a project called modular game table in 2020 with a promise of a ***** stained table. Here is the url to table picker https://wyrmwoodgaming.com/modulargamingtable/***************-gencon/After shipping I paid a total of $3700 dollars In July 2022 *********** released a ******* video youtu.be/7PzLfIsguuM mentioning the stain changed and offering a discount to any backer in August or beyond. Despite being a July backer I decided to ask if the product color was black or ***** mentioning I did not want a black table and was interested in upgrading to black walnut if it was black. *********** did not answer my color question and asked if I wanted to cancel my order. I declined after looking at other tables online https://www.forbes.com/sites/anthonykarcz/2021/12/19/the-wyrmwood-modular-gaming-table-is-the-best-gamer-gift-you-cant-buy/?sh=1bfffc31140b Now I have finally received the product after paying more the originally priced and waiting and an additional year I have a black table.Now if I want a ***** table, Wyrmwood is telling me I need to pay for a more expensive wood almost doubling my cost at $2700 dollars. Or I can get a refund and loose an additional $450 dollars and not have a table at all.Ideally I would like the product advertised a ***** stained table, if this is not feasible, the company should offer me a full refund at no additional cost paying for the return of the table and a full refund of all money payed. The png attachments are from the website and should be how the wood looks, the jpg images are samples of the wood color I received.

  Business response

  07/29/2022

  Hi ******,
  
  I'm sorry to see this escalated. I would be happy to summarize our correspondence.
  
  With Kickstarter projects, the final product can sometimes vary from the original concepts/prototypes. Wyrmwood has historically had a great track record of the final product being identical, or nearly so, to the product proposed in our Kickstarter campaigns, but the Modular Gaming Table has been our most challenging Kickstarter yet, and with Espresso we did end up with a stain that is much darker than originally anticipated.
  
  We would still be happy to assist with a return/exchange/refund if you like. 
  
  You had mentioned you would be interested in exchanging your Espresso table for a black walnut table, but only if:
  1) Wyrmwood expedite your table to get it out before the end of August
  2) Wyrmwood pay ALL SHIPPING FEES for the current table and new table
  3) Wyrmwood provide a discount on the table.
  
  I understand you would like your table to be received before the end of August, but I'm afraid I cannot guarantee this due to the logistical challenges of fulfilling this Kickstarter. We would add it to the production numbers and get it shipped out as soon as possible, but it would be more likely to ship out in September (also not guaranteed, but that's my best guess).
  
  Typically, the customer would be responsible for shipping costs with regards to furniture returns, but I have offered to waive this fee since I do not believe your options were laid out well enough in previous email correspondence prior to your table being shipped. I apologize that other options weren't clearly laid out, including an option to upgrade to Black Walnut for an additional charge.
  
  Regarding the promotional discount that was offered to change from Espresso to Black Walnut, this discount would not have been offered to you as you were in the July wave, and the promotion was only offered to backers in August and later. I understand you had asked if the table would be black as opposed to *****. It looks like we responded on June 13th, but we never received another response from you after that, and so we proceeded with the order.
  
  If you would like to return the table and upgrade to Black Walnut, let me know and I can charge your card and send you paid return shipping labels to send the other packages back to us. We can get that processed ASAP. The cost to upgrade from Espresso to Black Walnut would be $2,645. 
  
  Let me know if you have any other questions!
  
  Thank you,
  
  *********************************
  

  Customer response

  07/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The vendor is not supplying me with a ***** table for the price advertised, and they are not offering me a full refund of $3780.00 they are asking for additiol shipping for the return. 

   

  I ask the honor their craftsman's promise

  There is only one acceptable outcome for our Craftsmen: a product that they can take personal pride in and an ~absolutely~ satisfied client. If you are unsatisfied with your product for -any- reason at all, we will fully refund or replace the item free of charge. We always guarantee our products, and we will always pay for shipping.
  The original Wyrmwood Craftsmans Promise
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  08/05/2022

  Hi ******,

  With Kickstarter projects, the final product can sometimes vary from the original concepts/prototypes. Wyrmwood has historically had a great track record of the final product being identical, or nearly so, to the product proposed in our Kickstarter campaigns, but the Modular Gaming Table has been our most challenging Kickstarter yet, and with Espresso we did end up with a stain that is much darker than originally anticipated.
   
  I do see your previous email mentioning the concern about the table being darker than you expected, and it looks like we responded on June 13th but never received another response from you after that.
   
  I apologize that other options weren't clearly laid out, including an option to upgrade to Black Walnut for an additional charge. 
   
  Because of this, I would be happy to waive the shipping fees. I cannot guarantee that your table would be received before the end of August, as you requested. We would add it to the production numbers and get it shipped out as soon as possible, but it would be more likely to ship out in September or October (also not guaranteed, but that's my best guess).
   
  The cost to upgrade from Espresso to Black Walnut would be $2,645. I understand you were insisting on receiving the promotional discount, but the promotion was only offered to backers in August and later. Being in the July wave, your order would not have qualified for the discount.
   
  If you would like to return the table and upgrade to Black Walnut, let me know and I can charge your card and send you paid return shipping labels to send the other packages back to us.

  Please let me know if you would like us to process this return ASAP, as our policy on furniture returns is within 30 days of receipt, which would be tomorrow (Saturday, August 6th).

  If you can get me a respons by Monday, we can get that return/upgrade processed ASAP.
  
  Thank you,

  *****

  Customer response

  08/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************* is literally copy and pasting the same response how is this helpful or productive?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

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