Sent: Monday, April 06, 2015 2:18 PMTo: drteamSubject: Complaint ID#10551760 I am writing in response to complaint ID#[redacted], submitted by [redacted] She...
visited our location on March 16, 2015 and purchased new furniture for her apartment. We typically do not do in store payment plans but due to the nature of her situation, we allowed her to put down a partial amount of the total in good faith that she would come to pay the entire balance the following Friday. She contacted the store March 20th stating that she was not going to be getting the insurance claim she had counted on and that she would need to cancel. I informed her that her furniture had already been ordered and paid for on our end and that a restocking fee of 20% would be charged as clearly stated on her invoice she signed upon purchase. [redacted] was issued a refund on the amount she had paid, less the restocking fee. At no point in time did she ask to see the furniture when she came to pick up her refund check as stated in her complaint. We allow all customers into the back as that is where the restrooms are. If she would have asked to see it, she would have been taken to the back to see it. Coincidentally when she came to pick up her refund check there was another customer in the store that spoke with her and mentioned seeing her in another furniture in the recent days prior, making it seem as if she had chosen to purchase her merchandise elsewhere and her cancellation was actually based upon that, not upon the reason she initially stated. Either way, every customer receives the same invoice that states "all sales final/ 20% restocking fee/ allow 2 to 4 weeks for special orders" directly above the customer signature section. I have attached a blank copy of our invoice for reference. We do apologize for any confusion she may have had with this purchase/ cancellation process, however it is the same for every customer choosing to cancel. Please contact me if there is any further information you need to close out this matter. Thank you. -- Amanda E[redacted] Allstar Furniture [redacted]
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Sent: Monday, April 06, 2015 2:18 PMTo: drteamSubject: Complaint ID#10551760 I am writing in response to complaint ID#[redacted], submitted by [redacted] She...
visited our location on March 16, 2015 and purchased new furniture for her apartment. We typically do not do in store payment plans but due to the nature of her situation, we allowed her to put down a partial amount of the total in good faith that she would come to pay the entire balance the following Friday. She contacted the store March 20th stating that she was not going to be getting the insurance claim she had counted on and that she would need to cancel. I informed her that her furniture had already been ordered and paid for on our end and that a restocking fee of 20% would be charged as clearly stated on her invoice she signed upon purchase. [redacted] was issued a refund on the amount she had paid, less the restocking fee. At no point in time did she ask to see the furniture when she came to pick up her refund check as stated in her complaint. We allow all customers into the back as that is where the restrooms are. If she would have asked to see it, she would have been taken to the back to see it. Coincidentally when she came to pick up her refund check there was another customer in the store that spoke with her and mentioned seeing her in another furniture in the recent days prior, making it seem as if she had chosen to purchase her merchandise elsewhere and her cancellation was actually based upon that, not upon the reason she initially stated. Either way, every customer receives the same invoice that states "all sales final/ 20% restocking fee/ allow 2 to 4 weeks for special orders" directly above the customer signature section. I have attached a blank copy of our invoice for reference. We do apologize for any confusion she may have had with this purchase/ cancellation process, however it is the same for every customer choosing to cancel. Please contact me if there is any further information you need to close out this matter. Thank you. -- Amanda E[redacted] Allstar Furniture [redacted]
[redacted]
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