All Ray's & Family Vacuum

The sewing machine was shown to the customer at the store. We told her then that it did not have a owners manual and that it was a close out which is why the customer got $180.00 off on the machine. We returned the money to customer even though it is not our legal responsibility since she was so...

upset. We did charge a 20% restocking fee since the mechanic will have to go through the machine again which is a $99.95 service and we didn't have the machine for a week to sell it to another consumer. The 20% restocking fee was only $38.00. Her husband was very appreciate and thanked us for taking care of them.

Initial Business Response /* (1000, 9, 2015/07/01) */
Told customer that it was a trade in and that we had not looked over it yet. We sell this same machine for $250-$299.95 when they have been rebuilt. It never did get a bag in it because it was sold As Is and we hadn't gone through it, Customer...

knew this, this is why they got a deal. We fixed both problems immediately when brought in. Father is still helping with running store, even though I"m technically the owner, we rarely get that machine in used so wanted to make sure price was ok. It was the cheapest we've ever sold one. We do not give refunds on used machines, especially ones sold at a severe discount because we could have missed many opportunities to sell that same machine to another customer. Also we don't know whats been picked up in it after it has gone out. This was an unfortunate situation, however it is usually when we give deals that problems arise, we will reconsider not selling machines that have not been completely rebuilt.
Initial Consumer Rebuttal /* (3000, 18, 2015/07/21) */
One other thing about this reply from Ray's Vacuum, they never addressed why when I took the new vacuum that didn't work, why was the vacuum that I had taken in to them to see if it could be fixed, why was this vacuum then placed on the showroom floor where other vacuums were being sold. I guess its just luck that I seen it their and took it with me so that another customer wouldn't buy another vacuum that didn't work. This company is really something. Now I see why this company has been doing business for so many years.
Final Business Response /* (4000, 30, 2015/09/09) */
From: [redacted]
Sent: Wednesday, September 09, XXXX X:XX PM
To: [redacted]
Subject: Vacuum
To Whom It May Concern,
The Royal vacuum I sold was a machine that was used and had not been rebuilt yet. The customer was informed of this and wanted it anyway. His machines motor was out and he needed a replacement. This machine was the same model. He asked if I was willing to warranty and I told him it was as is because we hadn't checked through it yet. He asked for a warranty so I wrote a limited warranty out for him for anything that was a disaster like another motor. He took it home and was complaining about the machine's head popping up all the time. We vacuumed for 20 minutes without this happening. After 3 more times and us checking it over and over again we put in a new part. We could never get the machine to do this thing he was talking about and even vacuumed in front of him. After all of this I wanted to help him out anyway so I went and bought another one that was about 10 years newer to replace it so that we wouldn't have to deal with it anymore. He told me he will only take money back. That was not how our as is agreement works. Even if he thinks he has a full warranty we still filled all of our obligations and the machine works great. He has another machine at home and just has buyers remorse.
Thanks,
[redacted]
All Ray's Vacuum