Alton Country Store

ordered his sign on November 14, 2019. (Register receipt attached) On November 29, 2019 his sign was completed and we called the cell phone number provided on his order form. His voicemail said that his voicemail is not routinely monitored and to please send an email, which we did and is provided in the attachments below. On December 11, 2019 we followed up with another call that went to voicemail and another attempt to email him based on his Voicemail greeting. This time the email was returned to sender. That is also attached for reference. We knew that the customer was a summer resident of Peggy's Cove on Lake Winnipesaukee, as he had mentioned that in our initial conversation and we assumed he would be in on his next visit to the lake and put it aside in our custom order pick up area. To my knowledge, and that of my only other employee, the customer never once stopped at the store to inquire about his product in all of time time he is claiming that we have not given him his item, despite having a residence 4.5 miles from our location. We were open 7 Days a week during the entire Christmas season and have only since dropped to our winter hours of Sat & Sundays 10-3 in January. Our voicemail system was not active until January 1st at the store, prior to that time we did not have one and I accessed our voicemails yesterday to see that we did have one missed voicemail from the customer on January 21st and he said he had left numerous messages (to which he had not) and that he would be down that coming weekend to get his money back. The customer never came in again to pick up his money or we would have gladly given him is $25 sign and his money back.

In closing, the customer managed to post complaints on 2/3/19 on our facebook page and on Google but never tried reaching out to us in any manner other than the one phone call message on Jan 21st. Even if we had not missed that one voicemail, we would not have been able to issue this customer a refund because we did not have his address and he never came to the store.

Upon receiving the complaints, I immediately responded to both the Google review and the Facebook review (both attached for reference). The following morning, I received an email from *** in response to our response and he requested that we deliver the item to his address in Alton. (that email is also attached.) Within 90 minutes of receiving his request, we had hand delivered the item to his door and issued a check for the $25 and sent it priority mail to the address listed in the customers signature line. We also sent him the confirmation and tracking number for the priority mail envelope. (This is also attached).

We would like to hope this will satisfy this customers complaint, we must dispute this customers claim of us owing him an item for over 5.5 months. The item was ordered 2.5 months ago and was completed in the two weeks that the customer was informed it would take to complete. The customer never arranged or requested delivery and never made any attempt to pick up this item other than one week after the purchase on Nov 14th when he stopped in to see if it was ready yet and we told him it would be the following weekend, which was the 2 weeks that he was quoted at the time of purchase. From that point on the customer never returned.

As of this morning, we see that the customer submitted a retraction to her previous review on google (attached below), with a 5 star review saying that we went above and beyond to correct the issue and it was a matter of miscommunication, rather than negligence. We hope that the Revdex.com will strike this complaint from their records.

Sincerely,
Rachel H

Owner - Alton Country Store