Dee-Ne Gifts & Espresso, LLC

To whom it may concern:   This is my response to a complaint submitted on 1/3/2017 and assigned ID# [redacted]. I received this letter 1/19/2017. My business is Dee-Ne Gifts & Espresso, LLC.  I was asked to give an Explanation of Events from my Perspective and/or submit a concrete...

plan for how to work toward a resolution.   Explanation of Events from my Perspective: I received a telephone call from [redacted], stating she was told I make moccasins and asking how much do I charge for them. I agreed that I do make moccasins, and my fee is dependent on the size of the moccasin-baby, child, or adult. She stated adult. I then replied I charge $150.00 per pair and any artwork must be approved before any beadwork is started. [redacted] did not want any beadwork. So I replied, "so you just want straight leather? No beadwork?" [redacted] said yes. [redacted] wanted to know if she gave me her credit card information can she pay by phone and have me send them to her. I explained that the person wearing the moccasin's MUST come in as each pair is made specifically for that person. And the moccasins must be paid in advance before I will cut the hide. I wont do any work unless it has been paid for in advance. She asked how long do they take to make. I replied it will be awhile, that I wouldn't be able to get to them for at least a week as I have several orders in line before her. I explained I sew each pair by hand, and once the hide is cut there is no refunds, so make sure this is what you want before making any decisions. She said she would arrive that business day, then she called again saying she couldn't make it until the next business day, but will be in. She then called 3 times making sure we knew she was coming in, one time saying "even if she has to rent a car". She said she was ordering for her son who has really bad feet due to improper fitted shoes-he ruined his feet by wearing shoes that were too small-and now his feet were damaged and shoes hurt his feet; and she wanted him to have something besides shoes as they are too painful for him to wear. I explained that I don't make shoes-I make leather moccasins. She then asked what they are. I explained I make a traditional Native American style moccasin. They are not shoes. That's what she wanted.   The next day an adult male came in for measurements. I outlined his feet, took his information, and explained it takes a little bit to make the moccasins and I have a few orders ahead of these. I asked again if he wanted beadwork-he said no. I then showed him pictures of other moccasins I have made so he knows what they look like, and explained again they are "Traditional Native American style Moccasins", once I cut the hide there are NO returns-that is it. I asked is this what you want. He agreed and said yes. I reiterated several times "Traditional Native American Moccasins-once I cut the hide that is it-there are no returns and I wont cut the hide until I have been paid-are you sure you want them?. He said yes. So he came to the register and paid, also ordering coffee/food items. Before leaving he decided he wanted a second pair. And gave me his card again. I said "you want two pairs of moccasins at $150.00 each. That is $300.00?". He said yes. He liked the moccasins and wanted two pairs. So I charged his card $150.00 again. As he was leaving I told him I would get them done as soon as I can. 4 days later, [redacted] calls asking if I had shipped the moccasins yet. I explained that it takes a while to make them as I sew all leather traditionally by hand-they are leather-and it will take longer now since [redacted] ordered 2 pairs and I still have orders ahead of these. But reassured her I would get them finished as soon as possible and give her a call when they were completed. That aside from sewing I still have my business to run, so I sew evenings and weekends not all day.   When both pairs of moccasins (not shoes) were complete it was Christmas time, and I wanted to make sure the package arrived safely and not get lost in the mail as I know it is a very busy time, so I sent them certified mail just to ensure they arrived. At 11:30 am I received a telephone call from [redacted] explaining they were not happy with the shoes. She was yelling at me and trying to argue over the telephone. Dee-Ne Gifts & Espresso is a business. We serve espresso, coffee, breakfast and lunch. I tried to explain that I didn't make shoes for her son-I made moccasins-Traditional Native American Moccasins-and tried to explain how to make the moccasin fit. She refused saying, "the shoe is not right. It's in the construction of the shoe. Nothing will make it fit. I want a refund." She continued to argue....so I told her I would call her back later when I was able to sit down and talk as I was very busy. 11:30 am is lunch hour. [redacted] called me back at 1:30 pm. 1:30 pm is still lunch hour. At that time [redacted] was screaming and yelling at me over the telephone while I had a room full of customers. I tried to reason with her-she continued to be irrational and yell at me. I wont be screamed at by anybody. Not even my customers-and [redacted] was not a customer her adult son was. I continued to try to calm her down, she just wanted to argue. I wont argue so I hung-up.   Later that afternoon when business quieted down I tried to return her call two times and she would not answer. I left her a message to give me a call that I had time to talk and will be in the shop until 5pm. She did not call.   Several days later I receive a call from [redacted] demanding a refund. I said there are no refunds on special orders cut from hide. [redacted] repeated she "wants a refund and that this will be my last opportunity to give her the money back." I quickly replied "you are not the customer. I will not give you any money as you are not the person who made a purchase in my shop-your adult son made the purchase. He liked the product enough that not only did he purchase the first pair of moccasins-he decided on his own accord to order a second pair after looking at photo's of the moccasins and explaining how they are made and how to wear them. I then explained to her son that there are no returns. Are you sure this is what you want. And reiterated several times that once I cut the hide that is it-there are no returns." I explained that her son's feet are VERY large that it took two pieces of 11x17 paper taped together to make the foot outline fit. I tried to explain how to make the leather fit the foot to exact size and shape. She refused. He refused saying it's not the leather its the shoe. I don't make shoes I make Traditional Native American Moccasin's. [redacted] continued to scream at me and argue. I continued to tell her there is no return-her son knew this when he paid for two pairs of moccasins. I told her to never call me again. If her son had any questions and could discuss it rationally he was welcome to call me, but [redacted] is not to call me ever again and never call this number. She became enraged and began to tell me she was going to sue me. I said "sue me...there is still no refund on special orders when I have to cut into a leather hide". [redacted] then told me she was turning me into the Revdex.com. I said, "call the Revdex.com.....do what you have to do....but there are still no returns on special orders when I have to cut into a leather hide. The adult customer who made a purchase in my shop knew that when ordering." [redacted] again threatened to call the Revdex.com. I stood my ground and firmly said "Call the Revdex.com....your son and I had an agreement. No returns once I cut the hide. I reiterated it several times and he knew the policy. Do what you have to do but don't ever call this number again." [redacted] was enraged and hung up on me.   Resolution: [redacted] and her adult son are never to call my number again. They are never to enter my place of business. If [redacted] continues to call and harass me over the telephone I will report her to the Lincoln County Sherriff's Dept. and I will file charges. If they enter my place of business they will be trespassed. [redacted] and her adult son are never to contact me electronically via email-social media-text messages. I made exactly what was ordered, exactly the same pattern that I use for ALL moccasins, I didn't do anything different aside from the size which I used two 11x17 sheets of paper as pattern for one moccasin. There was an agreement and both parties understood before being charged that there are NO RETURN/REFUNDS once the leather hide is cut. All moccasins must be soaked until completely wet all the way through, then stretched, shaped and dried while still on the foot to make an exact shape to the foot. I did not make shoes for this man-I made a traditional Native American style Moccasin. As I did explain to [redacted] and her adult son they are worn with traditional Regalia and dancing. This is a moccasin-not a shoe. I have no reason to lie about my products. I have no reason to lie about my business. I have no reason to lie about how long it will take to make them or what they look like. I have no reason to lie about store policy with regards to no refunds on special orders that are being cut from leather hide. I did not steal from anybody-this adult male paid for them willingly. Then again paid for a second pair after looking at pictures and seeing how moccasins are made then ordering food/coffee.