Our company has a no refund policy. That being said, we are a family company with a heart, and given the situation were completely willing to give a full refund even with over an hour of service given and product (heartbeat teddy bear). We never actually spoke to [redacted] regarding the refund...
initially. Her mom contacted me about the high risk pregnancy situation and I immediately responded with empathy and offered a full refund. She offered to pay for the heartbeat teddy bear and I also offered to cover the price of that product. We asked for a contract # to make sure we had the correct info to process the refund and [redacted]'s mom admittedly gave us an incorrect phone #. We had left a message on that line for [redacted]'s husband. We also had blizzard and power outage situations during this time period. At one point we were out of power for approximately 5-7 days. The main point I have though is that we provided a service and product, have a no refund policy, and still were fully understanding and empathetic considering the situation. We had no intention of not processing this refund or we would have stated that initially. I can provide more info and have proof also. We are a very reputable and respected business that goes above and beyond for our customers. We have excellent reviews and we love our customers and the service we provide for them. Its a shame that we have to defend ourselves in this situation. We did not see the mail regarding this until today.
Our company has a no refund policy. That being said, we are a family company with a heart, and given the situation were completely willing to give a full refund even with over an hour of service given and product (heartbeat teddy bear). We never actually spoke to [redacted] regarding the refund...
initially. Her mom contacted me about the high risk pregnancy situation and I immediately responded with empathy and offered a full refund. She offered to pay for the heartbeat teddy bear and I also offered to cover the price of that product. We asked for a contract # to make sure we had the correct info to process the refund and [redacted]'s mom admittedly gave us an incorrect phone #. We had left a message on that line for [redacted]'s husband. We also had blizzard and power outage situations during this time period. At one point we were out of power for approximately 5-7 days. The main point I have though is that we provided a service and product, have a no refund policy, and still were fully understanding and empathetic considering the situation. We had no intention of not processing this refund or we would have stated that initially. I can provide more info and have proof also. We are a very reputable and respected business that goes above and beyond for our customers. We have excellent reviews and we love our customers and the service we provide for them. Its a shame that we have to defend ourselves in this situation. We did not see the mail regarding this until today.