Reply from Modern NurseryAug 10, 2024
Thank you for taking the time to share your experience.
1. You received 3 different emails from us with tracking so you'd know which day to expect delivery, including a "package was delivered" email at 10:32am on the date of delivery, one minute after delivery. Based on receipt of this email, you could have brought it inside right away.
2. UPS took a photo of the package after delivery. It was 100% dry, the surroundings were dry, and they left it against one of your garage doors, roughly 3 feet from your other (open) garage door. It could not have been in a more convenient location for you to bring inside, and it was left under an overhang from your garage. It was not raining at the time of delivery. You misinformed us that UPS left the package in the middle of the driveway and the photo from UPS shows otherwise.
3. You admitted to leaving the package outside overnight during a rainstorm and then claimed that it was our (and UPS's fault) and demanded that we send a replacement and to retrieve the wet package. The photos you sent of the package were indeed in the middle of the driveway so instead of bringing it 4' inside your garage to protect from the rain, someone opted to drag it into the middle of the driveway and to leave it there for days.
4. We offered to help and are still willing to help in providing a replacement. All we request (per the manufacturer's agreement and per our policies stated on our site) is that you provide photos of the damage to the item, not to the box. More times than not, a box arrives damaged (it's designed to be able to withstand damage), while the item inside is intact completely. For all we know, you could have a perfect dresser in perfect condition, which happens to be sitting in a soggy box because it was never brought inside and it happened to rain. In order to assess the damage and provide either a full replacement or parts replacements for any damaged pieces, we need to see photos of the damage.
4. You claimed it's impossible to bring the box inside because it's wet. We suggested that you just open the box outside (or in your garage considering the open door was 4' away and it was leaning against the other door and could have easily been laid down right inside the garage had you opened that door) in order to take any necessary photos. You have refused.
5. You requested that we have UPS come to retrieve the box which was left outside in the rain. No company, including Amazon, who uses FedEx or UPS or any other ground delivery (including Amazon vans) will pick up a damaged item. It is always the responsibility of the customer to dispose of it (i.e. put out next to your trash cans for your garbage collectors).
6. Had you ordered this item from anywhere else including daVinci, Target, etc, it still would have shipped via UPS and had it been out for delivery that same day, the same delivery driver for UPS would have left it in the same spot. We do not use some sort of specialized delivery for a UPS ground item and we do not own the UPS delivery trucks. After seeing the delivery confirmation photo, we see that the UPS driver did everything he was contracted to. He brought it to the first space with an overhang (the garage) to protect it from the elements as best as possible, couldn't have left it any closer to your point of entry, took a photo, and also logged the delivery immediately so that you would be informed of the delivery and could take responsibility for bringing it inside.
After your continuous threats to write negative reviews, to warn your friends to not shop at Modern Nursery and to file chargebacks on your credit card even though the care of this item was neglected after delivery, we are still offering to help you. We will request again, for the 4th time, to please simply send photos of the damaged pieces, even though we realize that this item was not delivered damaged. Glad to work with you on this and get you a 100% perfect dresser.
