Smith Enterprise

To whom it may concern,The customer is not telling the full storyPlease refer to the attached screenshot of our website's return policy before I beginMr [redacted] called up and asked for an RMAI informed him that as we are not a big business like Brownells, we do not issue RMAsHe then informed me that he had purchased some parts and asked for a returnI asked him what the purpose of the return was, and Mr [redacted] said, and I quote "I just don't need them"I then reminded him of our company's return policy and that I would not be able to issue him a refund solely on the grounds of him "not needing" the partsAfter I informed him of this, he then said "Well, the part is damagedThe gas lock that I ordered has dings all over the dovetail"I informed him that this was impossible, as all of our parts are manufactured here brand new, and packaged to prevent any such damageHe told me "Well I didn't do it." I gave him the benefit of the doubt, and offered to replace the part for him at no charge, at which point he just said he wants his money backHe then informed me that he had found a better, higher quality part that he wanted to use instead of oursI again let him know that there would be no refund issued just because he did not like our partHe continued to insist on an RMA, after I had already told him that we do not issue RMAsAt this point, he began to repeat himself, and I did end the call.The customer then began to call the shop repeatedly, and yes, I did not answer the phone, because I have several other tasks in the shop that have to be finished on government deadlines, and I cannot have my time occupied by someone who is unable to read a return policy before they order.The customer called back on a different number several minutes later, and was answered by another employee in the shopHe asked the employee for an RMA (again), and then asked for a return after the employee let him know that we do not issue RMAsAfter he asked for the return, the employee [redacted] asked for the reason of returnMr [redacted] told him it was because the part was "cross-threaded"After [redacted] let him know that the returns are all handled by myself , he became disgruntled and let [redacted] know that I was very rude to him and told him to "stuff it"Of course, neither of these two things are true, the customer was just too lazy to read the return policy before he ordered, and then fabricated a story to try and make the return plausibleHe then changed his story yet again when he connected the second time, giving a different reason as to why the part was "damaged/defective"I am always willing to help the customer that needs it, but I refuse to help someone who is trying to scam my company just because they need the money or they find a different part somewhere elseThank you, [redacted]

Revdex.comN12th St.Phoenix, AZ (602)264-1721COMPLAINT ID# [redacted] Marie Garcia,My name is [redacted] , I am the author of the original letter to you regarding this complaintIt discourages me to see that you will take the side ofthe consumer over the business, even when the evidence is so clearly stacked in our favorWhy would we reconsider our position when we are implicitly not at fault? This is a clear-cut case of an impatient customer who didn't get their way, and wants to hurt the business for itInstead of trying to present facts a bout the case, the customer has decided to insult me by stating that I threw a "temper tantrum" and was "cursing in the background..", neither of which are true, and neither of which she can provide definitive proofThe customer also states that "this is a page oflies", and that "The package was delivered to their facility 12/27/2014..."This is an impossibility, as our shop is only open Monday-Friday, and December 27th, was a SaturdayThe customer then goes on to statethat she "was to purchase a bolt for from Smith Enterprise..." but then goes on to say directly after that "...so I purchased a bolt and sent it to Smith Ent."If she was to purchase something from us, why would she have to send it to us? As for her accusation of a "warranty scam", we tag all of our receivers with those serialized tags if they are not barreled by usThis is to protect us from any home builders or novice gunsmiths who try to assemble our partsWe cannot guarantee the credentials or certification of anyone else to properly and safely install a barrel onto our receiverWhy would we honor a warranty on their work if we do not know if the rifle was properly assembled? Furthermore, why would we want to be liable if a catastrophic failure/accident were to occur due to improper assembly? These serialized safety tags are to protect us from the growing number of lawsuits that are arising from unlicensed and untrained individuals who build firearms, and when they do not operate correctly, or fail and cause an injury, they want to seek monetary damages against the manufacturer of the serialized partThe serialized part, however, is only a component, and means nothing until the firearm is completely and fully assembled by a trained professionalWe will not reconsider our position, as we are not at fault for anything, and are on the receiving end of a multitude of slanderous claimsThe customer may continue with whatever legal action they feel they want to, as it will not change the fact that they cannot get their facts straight, and we have all of the empirical evidence we needCustomer satisfaction is important to our company, however we refuse to be taken advantage ofThere will be no goodwill adjustment, no new settlement, and if this response and the previous were not thorough enough, then I am unsure what else I can do for youI hope that you consider the evidence before you decide to affect our rating at all.Thank you, [redacted] Smith Enterprise Inc[redacted] **Tempe, AZ