*** *** stopped in late Tuesday(3/3/15) afternoon to discuss further. He agreed to hold the appointment for installation of his own amplifier, the custom ordered stealthbox and wiring in the CorvetteHe dropped the car off Wednesday (3/4) morning and the installation was completed just after 7pm He listened to the car, said a remark of approval, and paid the balance
As Mr. [redacted] states, he ordered speakers from us. However, the part that he has left out is that this was a speaker enclosure that is made specifically for his 2008 Chevrolet Corvette Convertible. Since it is vehicle specific, it is a special order item. We don't...
tell people that they can cancel a special order item within 3 days. In addition, it doesn't make sense that we would not receive the speaker for 6 days when we scheduled his Corvette for the installation of the vehicle specific enclosure on Wednesday March 4, 2015, 4 business days after his initial deposit. He states that nothing was ordered, however he put a deposit down for us to order the vehicle specific enclosure on the evening of Thursday February 26, 2015. We then placed the order for the vehicle specific enclosure on Friday February 27, 2015 and the manufacturer, JL Audio, shipped the vehicle specific enclosure the same day. I have attached the tracking information to this response. We are not looking to profit from this unfortunate situation. As you will see below, our salesperson tried to explain this to Mr. [redacted]. We are only looking to recover our costs to return the special order. Lastly, I have attached a copy of Mr. [redacted]'s Order Invoice that clearly states the following: Returns are Subject to a Restocking Fee No Refunds on Special Orders.Below is a copy of a statement made by [redacted]; the salesperson that assisted Mr. [redacted]. [redacted]
came into the store Thursday evening(3/26/15) asking what we'd suggest as an
amplifier/subwoofer package for his 2008 Corvette Convertible. We discussed trunk options and the stealthbox
option at great length. The price with
stealthbox, amplifier, and necessary parts and labor was a bit above what he
wanted to spend, so we explored less expensive amplifiers. He then wanted to add a remote start,
amplifier, wiring and install to his Honda Pilot as well. I gave him a quote for the full package. He asked if I could get it to his price of
$2700 installed and after tax, as he pulled out his wallet and
offered to "place a $200 deposit tonight". I got the package to his
price, received the deposit, and scheduled the install
for his preferred date, Wednesday 3/4/15 for the Corvette and Thursday 3/5/15
for the Pilot. I then asked [redacted] to
order the stealthbox.
[redacted] called
this morning(3/2/15) saying he is now in a divorce, shouldn't be spending money
on his cars, and wanted to cancel the order.
I told him I
would contact our owner and find out what shipping and restocking fees would
apply. [redacted] said he understood a
restocking fee.
After speaking
with [redacted], I called [redacted] and explained that the manufacturer will be charging
us a restocking fee. He will also be
responsible for the return freight of a large, special ordered item, and
between those would eat up most of his original deposit. Before I had a chance to explain any further
he stated "That's [redacted]. You
didn't provide any kind of service. I am
suing." He then hung up abruptly.
[redacted] provided
a very negative review on our Facebook page.
Around 5:30pm today he stopped in the store for just a moment saying
"I called this morning to cancel my order and was told I wouldn't receive
my money back." I explained that
the restocking fee and return freight must be covered, and whatever is left
would be returned. He asked the cost of
the restocking fee. I told him we are
being charged $120 by the manufacturer and that we will have to verify the cost
of the return freight. He said he'll see
us in court and that the paperwork has already been filed. As he went to walk out the door I called for
his attention to further discuss and he walked out.
I didn't go to
his house and use high pressure tactics to make him buy something he didn't
need. He came in the store, asked for
advice, and offered to make a financial commitment if I met his price. It is unfortunate if he made a hasty or
unwise decision on how to spend his money.
He knows this is a vehicle specific, custom order product.
I hope I have
provided any information you may need.
*** *** stopped in late Tuesday(3/3/15) afternoon to discuss further. He agreed to hold the appointment for installation of his own amplifier, the custom ordered stealthbox and wiring in the CorvetteHe dropped the car off Wednesday (3/4) morning and the installation was completed just after 7pm He listened to the car, said a remark of approval, and paid the balance
As Mr. [redacted] states, he ordered speakers from us. However, the part that he has left out is that this was a speaker enclosure that is made specifically for his 2008 Chevrolet Corvette Convertible. Since it is vehicle specific, it is a special order item. We don't...
tell people that they can cancel a special order item within 3 days. In addition, it doesn't make sense that we would not receive the speaker for 6 days when we scheduled his Corvette for the installation of the vehicle specific enclosure on Wednesday March 4, 2015, 4 business days after his initial deposit. He states that nothing was ordered, however he put a deposit down for us to order the vehicle specific enclosure on the evening of Thursday February 26, 2015. We then placed the order for the vehicle specific enclosure on Friday February 27, 2015 and the manufacturer, JL Audio, shipped the vehicle specific enclosure the same day. I have attached the tracking information to this response. We are not looking to profit from this unfortunate situation. As you will see below, our salesperson tried to explain this to Mr. [redacted]. We are only looking to recover our costs to return the special order. Lastly, I have attached a copy of Mr. [redacted]'s Order Invoice that clearly states the following: Returns are Subject to a Restocking Fee No Refunds on Special Orders.Below is a copy of a statement made by [redacted]; the salesperson that assisted Mr. [redacted]. [redacted]
came into the store Thursday evening(3/26/15) asking what we'd suggest as an
amplifier/subwoofer package for his 2008 Corvette Convertible. We discussed trunk options and the stealthbox
option at great length. The price with
stealthbox, amplifier, and necessary parts and labor was a bit above what he
wanted to spend, so we explored less expensive amplifiers. He then wanted to add a remote start,
amplifier, wiring and install to his Honda Pilot as well. I gave him a quote for the full package. He asked if I could get it to his price of
$2700 installed and after tax, as he pulled out his wallet and
offered to "place a $200 deposit tonight". I got the package to his
price, received the deposit, and scheduled the install
for his preferred date, Wednesday 3/4/15 for the Corvette and Thursday 3/5/15
for the Pilot. I then asked [redacted] to
order the stealthbox.
[redacted] called
this morning(3/2/15) saying he is now in a divorce, shouldn't be spending money
on his cars, and wanted to cancel the order.
I told him I
would contact our owner and find out what shipping and restocking fees would
apply. [redacted] said he understood a
restocking fee.
After speaking
with [redacted], I called [redacted] and explained that the manufacturer will be charging
us a restocking fee. He will also be
responsible for the return freight of a large, special ordered item, and
between those would eat up most of his original deposit. Before I had a chance to explain any further
he stated "That's [redacted]. You
didn't provide any kind of service. I am
suing." He then hung up abruptly.
[redacted] provided
a very negative review on our Facebook page.
Around 5:30pm today he stopped in the store for just a moment saying
"I called this morning to cancel my order and was told I wouldn't receive
my money back." I explained that
the restocking fee and return freight must be covered, and whatever is left
would be returned. He asked the cost of
the restocking fee. I told him we are
being charged $120 by the manufacturer and that we will have to verify the cost
of the return freight. He said he'll see
us in court and that the paperwork has already been filed. As he went to walk out the door I called for
his attention to further discuss and he walked out.
I didn't go to
his house and use high pressure tactics to make him buy something he didn't
need. He came in the store, asked for
advice, and offered to make a financial commitment if I met his price. It is unfortunate if he made a hasty or
unwise decision on how to spend his money.
He knows this is a vehicle specific, custom order product.
I hope I have
provided any information you may need.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.