Campbell's Glass Window & Door Company

The company has refused to refund full amount of $300 charged on my credit card after telling them to put the order on hold until further notice.On Jan 27th 2015,afternoon, I ordered a window glass from the above company, I made the payment with my credit card afterwards through [redacted] whom I was instructed to contact in the office. I called the company back first thing in the morning of Jan 29th to put the order on hold because my husband did not like the design that I ordered,I spoke to [redacted] telling her the reason I wanted the order to be put on hold and she said the order will be put on hold. On Jan 30th, I called them back to cancel the order and asked for a refund if my credit card has been charged and [redacted] told me the refund will be done. At this point, she didn't tell me the order had been placed and I didn't expect them to have ordered the glass since my reason for putting the order on hold was that I wasn't decided on the design I wanted so I expected a refund if my card had been charged. After about a week, I called the company back and spoke to [redacted] again who said the refund will be made. When I didn't get a refund on my credit card, I called the company and spoke to [redacted] again asking for the refund, at this point she put me on hold and another lady came on the line, and told me the window had been bought which costs $180 and the can only refund $120. I then asked her why was I just being told that the window was ordered after almost a month and how could they have ordered a design/the window when I told them to put the order on hold because I didn't want the design I originally picked? This lady stood her ground that they can only refund $120,and she was going to hang up on me. I then demanded to speak to her boss. when the boss came on the phone, I told him exactly my story, and I demanded a full refund of $300, he also said he can only refund $120, and I told him I will come to his shop to collect my $300. at this point, he threatened to call the Corps on me if I come to his shop. I called the shop a couple of times thereafter and they didn't pick up my calls and I left a message that I will file a complaint with the Revdex.com. I believe this company has wronged me and there is no justification for them not to refund my full money for two good reasons, firstly, how could they have ordered a design I told them to put on hold because my husband didn't like the design I picked and , why didn't [redacted] tell me that the window glass was ordered on Jan 29th when I asked her to put the order on hold, and the window glass is still with them and has not been brought to my house. I believe good customer satisfaction is the bedrock of any business, and customers like me should not be taken advantage of or even be threatened in any way. I am appealing to this Revdex.com , an Organization I believe can assist a customer like me to have justice done in the right way. I don't believe any threat in any form like the one issued by the boss in the case should be allowed to take place without proper and legal justification. I will appreciate your intervention to effectively resolve this conflict for a full refund of my $300 due to the reasons stated in my story. Looking forward to hearing from you. Thank you. Desired SettlementI want the company to give me a full refund of my $300 based on the reasons I stated in my story.Business Response On January 15th, 2015, we received a call from Kundi Adedite stating she wanted us to come to her home and give her an estimate to replace the wood window in her restroom, which is a custom shape. Mr. [redacted] went by her home on January 20th and looked at it and we called her with an estimate of $594.00 for rain/velvex/or P62 glass. She wanted to see samples of the glass, so we sent [redacted] back to her home on January 27th to make a custom pattern of the window for manufacturing, and with several glass samples. She selected glue chip, which resulted in a slightly higher price of $624.00. She agreed to this price and called our office with a required credit card deposit of $300.00 on January 28th. We delivered the custom pattern to the manufacturer to begin production of the order on the morning on January 29th.On the 3rd of February, she called and wanted to place the order on hold because she said her husband was not sure of the glass pattern he wanted, but the glass was already in production. We received the glass on February 9th. She was advised we already had the glass and we attempted several times to schedule installation, but she then decided she wanted her money back. She spoke to [redacted] Smith about a refund on February 24th, and [redacted] advised her she would have to check with her manager to see what the policy is, as [redacted] had worked here a little less than a month at the time. On February 26th, she called our office again being quite insistent that we refund her money, and [redacted] forwarded her to me. I explained to her that we had $180.00 invested in the cost of the glass, and that we would be willing to refund her $120.00 of her money, which is more than fair since we charge $75-$100 for measuring/service calls and had already been to her home twice. All total, we have approximately $380.00 invested in this job, not to mention the time we have spent dealing with her on the phone over this situation. She refused the $120.00 refund, and began to call us constantly threatening to contact the Revdex.com and post negative comments about our business on social media, and even threatening to come to our office to collect her refund in full. At this juncture, we do not feel a refund is warranted, but would be more than willing to let them have the glass they purchased for their restroom window. We will, in turn, write off the remaining invoice balance of $324.00 which was our profit and installation labor.She has since filed a claim with Merchant Services in efforts of receiving a charge back to her credit card for the $300.00 and we have filed our dispute to this claim. It is currently under review. If you require any further information or documentation in this matter, please feel free to contact me. Regards, Ms. [redacted] G. [redacted] ~ Office Manager/EstimatorCampbell's Glass, Window and Door Co., Inc.[redacted] Glass, Window and Door Co.[redacted]Byhalia, MS XXXXXXXX-XXX-XXXX Direct LineXXX-XXX-XXXX iPhoneFax XXX-XXX-XXXXwww.campbellsglass.comConsumer Response Revdex.com QUESTION TO COMPANY:Was there a contract or any type of document signed concerning the non-refundable portion of the deposit? If so, please provide a copy of it to us. Thank you. Final Business Response We still stand firm on our original response. The conversations she is claiming to have had with [redacted] Smith are not entirely truthful. [redacted] never told her the order was cancelled or that her money could be refunded to her. She told her we would call to see if we could stop it, but it was too late. We had even attempted to contact her several times to set up installation. She knew we had her glass in stock. She never mentioned wanting a refund until 2/24. As far as an actual written contract or refund policy, we do not have that in place with our residential customers. We only have written contracts with our commercial contractors for AIA jobs. The deposit we require from the residential customers is in place so that this situation does not happen. We do not need to be left with replacement glass for customers that decide to cancel the job after the material is ordered, as each glass is custom made and cannot be used elsewhere. As I stated before, she contacted us to place the order on hold on February 3rd, but the glass had already been cut at the factory and the order was already in production. We did try to resolve this issue with her, by offering to refund her all but the cost of the glass. She did not wish to accept that offer and was extremely rude and hostile. The credit card company did give her money back to her on 3/3 when she filed a dispute, which we contested, and they ruled in our favor and gave the money back to us on 3/13.In efforts to resolve this issue, we will hold her glass in our warehouse until May 29th. She is welcome to come pick the glass up Monday through Friday 8-4:30.In closing, I would like to add, we are a very reputable business and provide excellent service to home builders, homeowners and commercial contractors. To my knowledge, we have not had a Better Business complaint filed against us in the 11 years I have worked for Campbell's Glass, or possibly ever. I do not believe we are being unfair or unreasonable in anyway. I [redacted] we can show this case resolved at this point.Best regards,[redacted] G. [redacted]Final Consumer Response consumer indicated that issue is resolved.