AA Window Parts & Hardware

Review: Customer service rep was extremely disrespectful, racially profiled me, and refused to make a requested alteration to a product that was purchased, and refused to provide a refund when requested in lieu of refusing to make cutting alterations.Desired Settlement: Improve customer service.

Business

Response:

Please see below:

AA WINDOW PARTS & HARDWARE

Phone: ###-###-####

Fax: ###-###-####

Catalog updated daily at [redacted]

Showroom Hours

Monday-Thursday: 8:30am-4:30pm, Friday: 8:30am-4:00pm

This message is intended only for the use of the individual or entity to which it is addresses and contains information that is confidential. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication in error, please notify by phone and destroy the original message received in error.

Business Response to Complaint

Dear [redacted],

I apologize for the tardiness of this reply. We were out of state for several days.

I must say that I am stunned you chose to say that I racial profiled you. I can't imagen what prompted that term. Our customers come in many different colors and from many different countries. I enjoy the diversity of nationalities and customs. Many of our customers come in all shapes, sizes, color and nationalities have been coming to us for over twenty plus years.

When you arrived in the store and told me of your unfortunate situation of given us the wrong measurements and admitted we had cut them exactly as you had wanted & asked if I could cut it down by one centimeter I explained that we do not work with centimeter but increments of feet and inches. Then I asked one of our staff members to convert centimeters to inches. When I showed you how much a centimeter was on a ruler you told me that was too much to take off that someone else had calculated the amount for you. I then suggested that you remeasure to know exactly how much was needed to be removed and if it was possible. This was not a satisfactory answer and you wanted us to remove about an 1/8" off 4 of the pieces of custom glass you had bought. I told you it would be $4.00 each to sand down the pieces. You then told me perhaps you would buy a bigger fish tank but would think about it. I said I was wrapping an order and to just speak up and I would come back to the front. Several minutes passed and you called and I returned to the front. You then asked me to return your money. I explained once again as was explained on your first visit to the shop that custom glass is non returnable. You were quite indignant and began telling me that my business had bad business practices. At this point I suggested that when one makes a mistake that we have to own up to it and face the consequences.

Sincerely,

[redacted] of AA Window Parts & Hardware

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

All employees, including the manager of the business, were very rude, unprofessional, and disrespectful from the moment that I walked into the store, and even initially refused my business. Informing someone of the measurements used "in this country" as mentioned by the sales associate is going to lead any logical and intelligent individual to believe that they are being racially profiled as not being from this country. I was never informed of the "No Returns" during my initial visit, and in fact, there is a sign on the upper-right corner of the rear wall of the lobby stating that returns are offered with receipts. If you are only able to cut pieces to inches and feet, how where you able to cut the pieces to the 11 7/8th inches as initially requested? Furthermore, you refused to sand 1/8th of inch off of the pieces when I asked, but did offer to cut 1/4th off each piece for a total of $16.00 dollars. I questioned your business practices when you sales associate began to raise her voice to me and state business credentials such as how long you have been in business and telling me "not try that here!", and then stormed out of the room.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please see below:

Dear [redacted],

I am sorry for your discontent. [redacted]ry customer is informed of the no return policy on custom cut glass. Unfortunately there is no resolution to our disagreement.

We wish you much good fortune and health in the future.

Truly,

, [redacted]

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AA WINDOW PARTS & HARDWARE

Phone: ###-###-####

Fax: ###-###-####

Catalog updated daily at [redacted]

Showroom Hours

Monday-Thursday: 8:30am-4:30pm, Friday: 8:30am-4:00pm

This message is intended only for the use of the individual or entity to which it is addresses and contains information that is confidential. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication in error, please notify by phone and destroy the original message received in error.