I am sorry I didn't explain this properly The independent sales reps ARE supposed to not only tell the customers that this discrepancy will occur They should also provide the customers with receipts that indicate there will be additional fees added on When the sales rep took your order, didn't he give you a receipt? And if so, do you have a copy of that receipt you could show us? Of course we will have to deal with this rep if he didn't follow the regular procedures regarding this We are not interested in confusing or misleading customers
I have been waiting to respond until receiving the information on how to return my shoes for repair however it has been days and I have not received the information and/or the shipping label to return the shoesHowever on Monday Oct 20, I received a phone call from your office asking if I was able to make a payment on my shoesI explained that my shoes were paid in full and I was actually waiting to receive information on how to ship my shoes back for repairThe woman was surprised that I had even received my shoesShe assured me she would look into my account and return my call later that day, I still have not heard from herAs for my receipt I do have a receipt that states additional charges my apply but it also says my "total balance" which led me to believe that was the total balanceIt's clear to be that customer service is not a top priority for your company, I am doubtful my shoes will ever get repaired and I am beyond sorry that I chose your company to take part in such a special, once in a lifetime memory
Dear Mrs***,
First, please accept my sincere apologies for the problems. This should have been a simple and pleasant transaction...and it looks like it was anything but that. :(
Allow me to address a few items. First...we will do whatever we can to make your shoes look
nice. If you haven't already sent them back, please do so and mark the package to my personal attention. When they arrive, we will do whatever we can to get them looking terrific for you
Next...as far as the balance due...the difference here was the postage, COD Fee, Insurance and sales tax that had to be added. Almost all of the dealers who sell our services have customer receipts that indicate there will be additional fees in addition to the remaining balance on each order. Most times, the receipts say "Remaining Balance (plus tax and fees)." Unfortunately, I can't help you with this
And finally...I don't know where you heard anything negative about our salespeople...but for the most part, they are reputable, honest people. I would hope that they treat customers with respect and truthfulness
Again...I apologize for the problems you've experienced with this. Hopefully our repairs will take care of the issues
Mr. [redacted] is currently out of town and asked me to respond to you on his behalf. We mailed a return label and letter to you on October 15th. If you do not receive this by tomorrow, please call me at
###-###-#### and I will personally send you the label and letter.
My issue is that when I spoke with [redacted], the customer service rep, I was told the dispute regarding the charges is something she deals with on a regular basis, customers being charged these fees (like COD and postage) that the dealers never tell them about. To have a company be aware of this issue and not do anything about it is disgraceful.
I am sorry I didn't explain this properly. The independent sales reps ARE supposed to not only tell the customers that this discrepancy will occur. They should also provide the customers with receipts that indicate there will be additional fees added on. When the sales rep took your order, didn't he give you a receipt? And if so, do you have a copy of that receipt you could show us?
Of course we will have to deal with this rep if he didn't follow the regular procedures regarding this. We are not interested in confusing or misleading customers.
I am sorry I didn't explain this properly The independent sales reps ARE supposed to not only tell the customers that this discrepancy will occur They should also provide the customers with receipts that indicate there will be additional fees added on When the sales rep took your order, didn't he give you a receipt? And if so, do you have a copy of that receipt you could show us? Of course we will have to deal with this rep if he didn't follow the regular procedures regarding this We are not interested in confusing or misleading customers
I have been waiting to respond until receiving the information on how to return my shoes for repair however it has been days and I have not received the information and/or the shipping label to return the shoesHowever on Monday Oct 20, I received a phone call from your office asking if I was able to make a payment on my shoesI explained that my shoes were paid in full and I was actually waiting to receive information on how to ship my shoes back for repairThe woman was surprised that I had even received my shoesShe assured me she would look into my account and return my call later that day, I still have not heard from herAs for my receipt I do have a receipt that states additional charges my apply but it also says my "total balance" which led me to believe that was the total balanceIt's clear to be that customer service is not a top priority for your company, I am doubtful my shoes will ever get repaired and I am beyond sorry that I chose your company to take part in such a special, once in a lifetime memory
Dear Mrs***,
First, please accept my sincere apologies for the problems. This should have been a simple and pleasant transaction...and it looks like it was anything but that. :(
Allow me to address a few items. First...we will do whatever we can to make your shoes look
nice. If you haven't already sent them back, please do so and mark the package to my personal attention. When they arrive, we will do whatever we can to get them looking terrific for you
Next...as far as the balance due...the difference here was the postage, COD Fee, Insurance and sales tax that had to be added. Almost all of the dealers who sell our services have customer receipts that indicate there will be additional fees in addition to the remaining balance on each order. Most times, the receipts say "Remaining Balance (plus tax and fees)." Unfortunately, I can't help you with this
And finally...I don't know where you heard anything negative about our salespeople...but for the most part, they are reputable, honest people. I would hope that they treat customers with respect and truthfulness
Again...I apologize for the problems you've experienced with this. Hopefully our repairs will take care of the issues
Mr. [redacted] is currently out of town and asked me to respond to you on his behalf. We mailed a return label and letter to you on October 15th. If you do not receive this by tomorrow, please call me at
###-###-#### and I will personally send you the label and letter.
My issue is that when I spoke with [redacted], the customer service rep, I was told the dispute regarding the charges is something she deals with on a regular basis, customers being charged these fees (like COD and postage) that the dealers never tell them about. To have a company be aware of this issue and not do anything about it is disgraceful.
I am sorry I didn't explain this properly. The independent sales reps ARE supposed to not only tell the customers that this discrepancy will occur. They should also provide the customers with receipts that indicate there will be additional fees added on. When the sales rep took your order, didn't he give you a receipt? And if so, do you have a copy of that receipt you could show us?
Of course we will have to deal with this rep if he didn't follow the regular procedures regarding this. We are not interested in confusing or misleading customers.