[redacted] received a request for a return of 5 sheet pan racks, that Mr. [redacted] had previously purchased through a distributor customer of ours. [redacted] was not able to refund at the time, due to 1) the purchase being from a extended time period ago, 2) the purchase was through a distributor, and...
therefore could not refund the end user and 3) we could not ascertain whether the breakage was due to manufacturing defect or mis-use of the product. However, we do understand that the customer is not satisfied. We have reached out to him again to re-assess the situation, and see of we could help amend his concerns in any way we can.
I am rejecting this response because:(1) The Business did not tell the distributor (or the customer) the time warranty on the racks. (2) The distributor stated they could not give a refund because they did not make the racks. (3) the manufacture indicated a misuse by weight. The customer is applying 6.8 pounds per section.
Regards,
[redacted]
[redacted] received a request for a return of 5 sheet pan racks, that Mr. [redacted] had previously purchased through a distributor customer of ours. [redacted] was not able to refund at the time, due to 1) the purchase being from a extended time period ago, 2) the purchase was through a distributor, and...
therefore could not refund the end user and 3) we could not ascertain whether the breakage was due to manufacturing defect or mis-use of the product. However, we do understand that the customer is not satisfied. We have reached out to him again to re-assess the situation, and see of we could help amend his concerns in any way we can.
I am rejecting this response because:(1) The Business did not tell the distributor (or the customer) the time warranty on the racks. (2) The distributor stated they could not give a refund because they did not make the racks. (3) the manufacture indicated a misuse by weight. The customer is applying 6.8 pounds per section.
Regards,
[redacted]