Master Collision - Chanhassen

When the customer placed her order originally we were unable to fulfill it, so we emailed her letting her know we had to cancel her orderFrom the wording of the complaint though, it seems she never got the email and so was waiting for the order, so I emailed her again (today after I received the notification from you in the mail) my deep apologiesI can only imagine how frustrated she has beenWe have been having our own technical issues with the store vendor ( [redacted] bought [redacted] Stores late and it was a nightmare for us in the "transition" -- our store was up but we couldn't get to our orders or store manager software for months)We've also had personal issues as we are a mom and pop shop and have been considering shutting down altogether as the difficulties we face in staying open appear quite largemaybe fatalWe're reevaluating our options (perhaps just shutting the store down and reopening with a much smaller offering), if anythingI think another issue was the method of payment she used [redacted] captures funds immediately and while on our side the order was cancelled, that appears to not have happened and I think her money was on hold from [redacted] :( We're very sorry about that as I have definitely been on the receiving end of that and it's incredibly frustratingAnyway, please accept this as the response to complaint [redacted] I'm very sorry for her poor experience :(Stacey

On 8/23 we received an email from the customer stating she received only 23 bowls in her order (she's correct that her phone call/voice message was not replied to as they go to the webmaster, who does not take order inquiries, and we told her this. We'll need to investigate how she obtained the...

phone number as it's not posted on our website, for that reason). Our warehouse person had only 23 of the 25 bowls and had shipped them to her, waiting for the remaining two from our vendor who said they would be available in a few days. As stated on our website, we responded to her email within 24 hours and let her know the two bowls would ship in a few days and we hadn't wanted to hold up the rest of her order as all other items were ready.Our vendor, however, did not have the two bowls ready the following week, so our warehouse sent two similar bowls as well as a jewelry item as an apology/mahalo for your patience gift, valued at $35. We did not hear back from the customer.

When the customer placed her order originally we were unable to fulfill it, so we emailed her letting her know we had to cancel her order. From the wording of the complaint though, it seems she never got the email and so was waiting for the order, so I emailed her again (today after I received the...

notification from you in the mail) my deep apologies. I can only imagine how frustrated she has been. We have been having our own technical issues with the store vendor ([redacted] bought [redacted] Stores late 2015 and it was a nightmare for us in the "transition" -- our store was up but we couldn't get to our orders or store manager software for months). We've also had personal issues as we are a mom and pop shop and have been considering shutting down altogether as the difficulties we face in staying open appear quite large... maybe fatal. We're reevaluating our options (perhaps just shutting the store down and reopening with a much smaller offering), if anything. I think another issue was the method of payment she used... [redacted] captures funds immediately and while on our side the order was cancelled, that appears to not have happened and I think her money was on hold from [redacted]. :( We're very sorry about that as I have definitely been on the receiving end of that and it's incredibly frustrating. Anyway, please accept this as the response to complaint  [redacted]. I'm very sorry for her poor experience.  :(Stacey