From: [redacted] Sent: Monday, June 02, 5:PMTo: drteamCc: [redacted] Subject: Revdex.com case # [redacted] On 05/18/customer [redacted] came to the store to purchase a living room setAfter going thru all of our books, she chose the reclining set sfThe set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown colorTotal price of the set is $Customer was required to leave a down payment because that set was a special orderCustomer decided to leave $in cash to order the setPidate was set for 05/23/On 05/22/2014, customer called the store and said she didn't want the set anymore because she was having money problems and could not pay the remaining balanceWe told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation feeCustomer was aware of our cancellation fee, she signed the invoice where one of the terms is that any type of cancellation would be 25% of the item priceAfter we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pithe sofasOn 05/23/2014, customer came to the store and asked to see the sofasThe sofas were not assembled still in the boxWe opened the box for her to see and she claimed they were not the same sofasWe told her that they were the same sofas that she chose but needed to be assembled to look like the picture she sawShe said, she didn't want them and asked for a full refundWe showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item priceWe also showed her that the box where the sofas were clearly read sfjust like the picture she saw, just like the invoice she signed25% of $is $250, she gave a $deposit, so the only money due to her after the cancellation fee is $150, which we gave herOur only hypothesis is that the customer changed her mind about buying the sofas and as a last resort to get all the money back is to say the sofas are not the sameYou guys are welcomed to come to the store and see for yourself the book the customer saw, the invoice the customer signed, and the sofas that we orderedYou guys will see that the sofas are the exact item that she choseCustomer wanted to cancel the order and used that excuse to not pay the 25% cancellation feeYou guys know our address and you guys are welcome to come and see that the customer is clearly not telling the truth Thanks, Respectfully, [redacted] General Manager
Look over all the pictures we have sentThe color is the sameI dont know why the customer cant see that the items are the same colorsOf course she saw it a little darker inside the truck because it was in a closed spaceAs you guys can see when we put the sofa inside the store, the color matches perfectlyCustomer has money problems (as stated by her) and does not want to pay the 25% cancellation feeWe did our part and we are doibg business rightPictures clearly show that we ordered the exact item she chose and customer is clearly lying when she says the color does not matchAt this point there is nothing we can do because we did our part and used the $to cover shipping charges and if the customet wants the items she chose, she can pay $and take them home
Hello, Customer came into the store and purchased the *** bed from our crown mark catalogAs you can see on the attachments, the bed that she signed for on the invoice is the same one she receivedCustomer signed the invoice and the delivery form without a problem
After everything was done, she came back to the store and said she didn't like that bed after allShe said that she wanted to buy the other bed which is priced higherCustomer didn't have a problem with paying the difference because she knew the bed she wanted was priced higherCustomer was upset at us for charging another delivery feeWe explained to the customer that we had to charge another delivery fee because we did the delivery and have signed documentation stating that we gave her the right merchandise that she purchasedBy us going again to deliver a new bed and picking up the bed she didn't want, we had to charge her againOur policy is that we charge a 25% restocking fee for any cancelationsWe didn't charge her that cancellation feeFirst bed she bought was $plus tax which totals $She changed that bed to a bed priced at $plus tax which subtotals to $plus $delivery fee, total was $From $we gave her full credit for the $she paid of the first bed she choseThe difference was $that the customer paidPlease view the attachmentsCustomer signed the invoice where it shows she is purchasing the bed she received and she also signed the delivery form, stating thatAll furniture has been checked, its in good condition and is the correct items as purchasedCustomer is not telling the truth about what happenedWe have signed documentation by the customer which shows we gave the customer exactly what she asked for
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint There is no proof that the store did business the right way As a matter of fact everything is hearsay From my point of view, the store employee wrote down the wrong item number which consequently led to the incorrect delivery I know you have submitted documentation that the delivery was signed for but that was not me that signed for the delivery If I would have been at home at the time of delivery I would not have let your employees set the bed up I left work to take care of this matter immediately after the sales lady insisted it was the bed I ordered What I found the most interesting of this matter is that the sales lady was persistent in telling me which bed I ordered, she never considered the fact that she may have made a mistake The best way to have resolved this matter that would not have led to me following a complaint with the Revdex.com is to have at least made a free delivery the second time around I asked the employee to compromise with me, I even offered to pay a partial delivery She consulted with another employee which I do not believe was a manager at which time I had requested to speak to a manager but I was told that the manager was not on site and that he only comes in on Mondays It's a shame that it took the manager to finally respond on this site after you were given a poor grade but the manager never found the time to call me after asking the employee to put the manager on the phone or give me a call back A little customer service and understanding would have went a long way but the sales lady was adamant that she was correct and did not allow room for a more positive resolution
Regards,
Alejandra P***
From: ana garcia [mailto:[email protected]] Sent: Friday, February 27, 1:PMTo: drteamSubject: case #*** TO: Revdex.com FROM: Roberto R***- Annas fine furniture manager We have already responded to the customer complaintCustomer keeps repeating the same thing over and over againCan you please review the case and tell us what you guys believe is the right thing to doWe have proof that we did business the right way and you guys have read our responseCustomer wants something that we simply cant doPlease review the case and give a resolution instead of letting the customer and store repeat the same story over and over againIf you have any questions please call me at (832)741-Please review the case, its unfair to us that after doing business the right way, you guys give us and F as our grade and put on the internet that we didn't resolve the issueWe feel as there is nothing to resolve so that is very unfairPlease re-open the case and review Respectfully, Roberto R***
From: *** *** *** Sent: Monday, June 02, 5:PMTo:
drteamCc: *** ***Subject: Revdex.com case # ***
On 05/18/customer *** *** came to the store to purchase a living room setAfter going thru all of our books, she chose the reclining set sfThe set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown colorTotal price of the set is $Customer was required to leave a down payment because that set was a special orderCustomer decided to leave $in cash to order the setPidate was set for 05/23/On 05/22/2014, customer called the store and said she didn't want the set anymore because she was having money problems and could not pay the remaining balanceWe told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation feeCustomer was aware of our cancellation fee, she signed the invoice where one of the terms is that any type of cancellation would be 25% of the item priceAfter we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pithe sofasOn 05/23/2014, customer came to the store and asked to see the sofasThe sofas were not assembled still in the boxWe opened the box for her to see and she claimed they were not the same sofasWe told her that they were the same sofas that she chose but needed to be assembled to look like the picture she sawShe said, she didn't want them and asked for a full refundWe showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item priceWe also showed her that the box where the sofas were clearly read sfjust like the picture she saw, just like the invoice she signed25% of $is $250, she gave a $deposit, so the only money due to her after the cancellation fee is $150, which we gave herOur only hypothesis is that the customer changed her mind about buying the sofas and as a last resort to get all the money back is to say the sofas are not the sameYou guys are welcomed to come to the store and see for yourself the book the customer saw, the invoice the customer signed, and the sofas that we orderedYou guys will see that the sofas are the exact item that she choseCustomer wanted to cancel the order and used that excuse to not pay the 25% cancellation feeYou guys know our address and you guys are welcome to come and see that the customer is clearly not telling the truth
Thanks,
Respectfully,
*** ***
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I still do not agree that the furniture set they have is not the same as the on the catalog pictureAnd I don't understand why are they charging a restocking fee (which they claim is a 3rd party charge) if they were going to put the furniture on the showroom floor
Regards,
From: [redacted] Sent: Monday, June 02, 5:PMTo: drteamCc: [redacted] Subject: Revdex.com case # [redacted] On 05/18/customer [redacted] came to the store to purchase a living room setAfter going thru all of our books, she chose the reclining set sfThe set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown colorTotal price of the set is $Customer was required to leave a down payment because that set was a special orderCustomer decided to leave $in cash to order the setPidate was set for 05/23/On 05/22/2014, customer called the store and said she didn't want the set anymore because she was having money problems and could not pay the remaining balanceWe told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation feeCustomer was aware of our cancellation fee, she signed the invoice where one of the terms is that any type of cancellation would be 25% of the item priceAfter we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pithe sofasOn 05/23/2014, customer came to the store and asked to see the sofasThe sofas were not assembled still in the boxWe opened the box for her to see and she claimed they were not the same sofasWe told her that they were the same sofas that she chose but needed to be assembled to look like the picture she sawShe said, she didn't want them and asked for a full refundWe showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item priceWe also showed her that the box where the sofas were clearly read sfjust like the picture she saw, just like the invoice she signed25% of $is $250, she gave a $deposit, so the only money due to her after the cancellation fee is $150, which we gave herOur only hypothesis is that the customer changed her mind about buying the sofas and as a last resort to get all the money back is to say the sofas are not the sameYou guys are welcomed to come to the store and see for yourself the book the customer saw, the invoice the customer signed, and the sofas that we orderedYou guys will see that the sofas are the exact item that she choseCustomer wanted to cancel the order and used that excuse to not pay the 25% cancellation feeYou guys know our address and you guys are welcome to come and see that the customer is clearly not telling the truth Thanks, Respectfully, [redacted] General Manager
Look over all the pictures we have sentThe color is the sameI dont know why the customer cant see that the items are the same colorsOf course she saw it a little darker inside the truck because it was in a closed spaceAs you guys can see when we put the sofa inside the store, the color matches perfectlyCustomer has money problems (as stated by her) and does not want to pay the 25% cancellation feeWe did our part and we are doibg business rightPictures clearly show that we ordered the exact item she chose and customer is clearly lying when she says the color does not matchAt this point there is nothing we can do because we did our part and used the $to cover shipping charges and if the customet wants the items she chose, she can pay $and take them home
Hello, Customer came into the store and purchased the *** bed from our crown mark catalogAs you can see on the attachments, the bed that she signed for on the invoice is the same one she receivedCustomer signed the invoice and the delivery form without a problem
After everything was done, she came back to the store and said she didn't like that bed after allShe said that she wanted to buy the other bed which is priced higherCustomer didn't have a problem with paying the difference because she knew the bed she wanted was priced higherCustomer was upset at us for charging another delivery feeWe explained to the customer that we had to charge another delivery fee because we did the delivery and have signed documentation stating that we gave her the right merchandise that she purchasedBy us going again to deliver a new bed and picking up the bed she didn't want, we had to charge her againOur policy is that we charge a 25% restocking fee for any cancelationsWe didn't charge her that cancellation feeFirst bed she bought was $plus tax which totals $She changed that bed to a bed priced at $plus tax which subtotals to $plus $delivery fee, total was $From $we gave her full credit for the $she paid of the first bed she choseThe difference was $that the customer paidPlease view the attachmentsCustomer signed the invoice where it shows she is purchasing the bed she received and she also signed the delivery form, stating thatAll furniture has been checked, its in good condition and is the correct items as purchasedCustomer is not telling the truth about what happenedWe have signed documentation by the customer which shows we gave the customer exactly what she asked for
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint There is no proof that the store did business the right way As a matter of fact everything is hearsay From my point of view, the store employee wrote down the wrong item number which consequently led to the incorrect delivery I know you have submitted documentation that the delivery was signed for but that was not me that signed for the delivery If I would have been at home at the time of delivery I would not have let your employees set the bed up I left work to take care of this matter immediately after the sales lady insisted it was the bed I ordered What I found the most interesting of this matter is that the sales lady was persistent in telling me which bed I ordered, she never considered the fact that she may have made a mistake The best way to have resolved this matter that would not have led to me following a complaint with the Revdex.com is to have at least made a free delivery the second time around I asked the employee to compromise with me, I even offered to pay a partial delivery She consulted with another employee which I do not believe was a manager at which time I had requested to speak to a manager but I was told that the manager was not on site and that he only comes in on Mondays It's a shame that it took the manager to finally respond on this site after you were given a poor grade but the manager never found the time to call me after asking the employee to put the manager on the phone or give me a call back A little customer service and understanding would have went a long way but the sales lady was adamant that she was correct and did not allow room for a more positive resolution
Regards,
Alejandra P***
From: ana garcia [mailto:[email protected]] Sent: Friday, February 27, 1:PMTo: drteamSubject: case #*** TO: Revdex.com FROM: Roberto R***- Annas fine furniture manager We have already responded to the customer complaintCustomer keeps repeating the same thing over and over againCan you please review the case and tell us what you guys believe is the right thing to doWe have proof that we did business the right way and you guys have read our responseCustomer wants something that we simply cant doPlease review the case and give a resolution instead of letting the customer and store repeat the same story over and over againIf you have any questions please call me at (832)741-Please review the case, its unfair to us that after doing business the right way, you guys give us and F as our grade and put on the internet that we didn't resolve the issueWe feel as there is nothing to resolve so that is very unfairPlease re-open the case and review Respectfully, Roberto R***
From: *** *** *** Sent: Monday, June 02, 5:PMTo:
drteamCc: *** ***Subject: Revdex.com case # ***
On 05/18/customer *** *** came to the store to purchase a living room setAfter going thru all of our books, she chose the reclining set sfThe set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown colorTotal price of the set is $Customer was required to leave a down payment because that set was a special orderCustomer decided to leave $in cash to order the setPidate was set for 05/23/On 05/22/2014, customer called the store and said she didn't want the set anymore because she was having money problems and could not pay the remaining balanceWe told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation feeCustomer was aware of our cancellation fee, she signed the invoice where one of the terms is that any type of cancellation would be 25% of the item priceAfter we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pithe sofasOn 05/23/2014, customer came to the store and asked to see the sofasThe sofas were not assembled still in the boxWe opened the box for her to see and she claimed they were not the same sofasWe told her that they were the same sofas that she chose but needed to be assembled to look like the picture she sawShe said, she didn't want them and asked for a full refundWe showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item priceWe also showed her that the box where the sofas were clearly read sfjust like the picture she saw, just like the invoice she signed25% of $is $250, she gave a $deposit, so the only money due to her after the cancellation fee is $150, which we gave herOur only hypothesis is that the customer changed her mind about buying the sofas and as a last resort to get all the money back is to say the sofas are not the sameYou guys are welcomed to come to the store and see for yourself the book the customer saw, the invoice the customer signed, and the sofas that we orderedYou guys will see that the sofas are the exact item that she choseCustomer wanted to cancel the order and used that excuse to not pay the 25% cancellation feeYou guys know our address and you guys are welcome to come and see that the customer is clearly not telling the truth
Thanks,
Respectfully,
*** ***
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I still do not agree that the furniture set they have is not the same as the on the catalog pictureAnd I don't understand why are they charging a restocking fee (which they claim is a 3rd party charge) if they were going to put the furniture on the showroom floor
Regards,