Received the 12 stackable box towards the end of November. Was bought as a Christmas gift for my son and although I quickly opened the packaging when I received it, I didn't notice that the bottom tray was missing 6 of the cushions until Christmas morning when my son opened his gift. To cut to the chase Massdrop could not assist and refers me to Wolf, who tells me that that the issue is with their overseas supplier and that they don't have spare parts on hand. Bottom line, we're out of luck. Nobody has tried to resolve this matter. Customer service from both parties lacking. This was my third Massdrop purchase... will need to really think whether it is worth it next time.
& I just checked my similar set just now. same thing - missing cushions in the bottom tray. think it's a coincidence that it's always the bottom tray that has the missing cushions or a deliberate attempt at pawning off product that has been shipped from the factory incomplete? MD doesn't check before packing & shipping? MD experience is edging towards crapshoot status.
yes ... & why should anyone ever buy a wolf product again when their response is "... don't have spare parts on hand"?
imagine if that was the response from an authorized dealer or manufacturer of watches -- would anyone willingly do business with them again? should anyone?
md remains mute on this along with dozens of other different though similar types of complaints regarding other products that they've offered. I've done about a dozen or more orders through md without any serious issues until now ... but, like you, i'm starting to question the value of the experience.
I just received mine yesterday, took forever apparently 3 different services to reach Canada.
Luckily the 3 X 6 black boxes I ordered were ok and contained all cushions. Good thing since this is my first Massdrop and there wouldn’t be a second one if they didn’t resolve missing items.
Please keep us posted, how this is handled will impact whether I risk a second one!
although Jsco stated that Wolf was not able to provide replacement cushions for him, I decided to contact Wolf directly & relay to them my misfortune on this massdrop purchase and queried about whether replacement cushions could be purchased. Wolf customer service confirmed that replacement cushions were not available for this particular model, but much to my surprise, they offered to ship to me (free of charge) a replacement tray with 6 cushions! free of charge <Fdx gnd just delivered this tray a few minutes ago - no charges due>.
so ... I take back any stated or implied words concerning Wolf's customer service. my experience has been nothing short of excellent!
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