Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 picture. And 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,
Hello, Customer came into the store and purchased the [redacted] bed 5270 from our crown mark catalog. As you can see on the attachments, the bed that she signed for on the invoice is the same one she received. Customer 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 all. She said that she wanted to buy the other bed which is priced higher. Customer didn't have a problem with paying the difference because she knew the bed she wanted was priced higher. Customer was upset at us for charging another delivery fee. We 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 purchased. By us going again to deliver a new bed and picking up the bed she didn't want, we had to charge her again. Our policy is that we charge a 25% restocking fee for any cancelations. We didn't charge her that cancellation fee. First bed she bought was $189 plus tax which totals $204. She changed that bed to a bed priced at $299 plus tax which subtotals to $323 plus $75 delivery fee, total was $398. From $398 we gave her full credit for the $204 she paid of the first bed she chose. The difference was $194 that the customer paid. Please view the attachments. Customer signed the invoice where it shows she is purchasing the bed she received and she also signed the delivery form, stating that... All furniture has been checked, its in good condition and is the correct items as purchased. Customer is not telling the truth about what happened. We have signed documentation by the customer which shows we gave the customer exactly what she asked for.
From: [redacted] Sent: Monday, June 02, 2014 5:20 PMTo:...
drteamCc: [redacted]Subject: Revdex.com case # [redacted]
On 05/18/2014 customer [redacted] came to the store to purchase a living room set. After going thru all of our books, she chose the reclining set sf1003. The set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown color. Total price of the set is $1000. Customer was required to leave a down payment because that set was a special order. Customer decided to leave $400 in cash to order the set. Pick-up date was set for 05/23/2014. 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 balance. We told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation fee. Customer 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 price. After we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pick-up the sofas. On 05/23/2014, customer came to the store and asked to see the sofas. The sofas were not assembled still in the box. We opened the box for her to see and she claimed they were not the same sofas. We told her that they were the same sofas that she chose but needed to be assembled to look like the picture she saw. She said, she didn't want them and asked for a full refund. We showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item price. We also showed her that the box where the sofas were clearly read sf1003 just like the picture she saw, just like the invoice she signed. 25% of $1000 is $250, she gave a $400 deposit, so the only money due to her after the cancellation fee is $150, which we gave her. Our 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 same. You 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 ordered. You guys will see that the sofas are the exact item that she chose. Customer wanted to cancel the order and used that excuse to not pay the 25% cancellation fee. You guys know our address and you guys are welcome to come and see that the customer is clearly not telling the truth.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 picture. And 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,
Hello, Customer came into the store and purchased the [redacted] bed 5270 from our crown mark catalog. As you can see on the attachments, the bed that she signed for on the invoice is the same one she received. Customer 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 all. She said that she wanted to buy the other bed which is priced higher. Customer didn't have a problem with paying the difference because she knew the bed she wanted was priced higher. Customer was upset at us for charging another delivery fee. We 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 purchased. By us going again to deliver a new bed and picking up the bed she didn't want, we had to charge her again. Our policy is that we charge a 25% restocking fee for any cancelations. We didn't charge her that cancellation fee. First bed she bought was $189 plus tax which totals $204. She changed that bed to a bed priced at $299 plus tax which subtotals to $323 plus $75 delivery fee, total was $398. From $398 we gave her full credit for the $204 she paid of the first bed she chose. The difference was $194 that the customer paid. Please view the attachments. Customer signed the invoice where it shows she is purchasing the bed she received and she also signed the delivery form, stating that... All furniture has been checked, its in good condition and is the correct items as purchased. Customer is not telling the truth about what happened. We have signed documentation by the customer which shows we gave the customer exactly what she asked for.
From: [redacted] Sent: Monday, June 02, 2014 5:20 PMTo:...
drteamCc: [redacted]Subject: Revdex.com case # [redacted]
On 05/18/2014 customer [redacted] came to the store to purchase a living room set. After going thru all of our books, she chose the reclining set sf1003. The set she chose consist of a reclining sofa, reclining loveseat, and reclining chair in brown color. Total price of the set is $1000. Customer was required to leave a down payment because that set was a special order. Customer decided to leave $400 in cash to order the set. Pick-up date was set for 05/23/2014. 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 balance. We told her that it was ready in our warehouse and that if she wanted to cancel, there would be a 25% cancellation fee. Customer 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 price. After we told her that, customer said she didn't want to cancel anymore and that she would come the next day to pick-up the sofas. On 05/23/2014, customer came to the store and asked to see the sofas. The sofas were not assembled still in the box. We opened the box for her to see and she claimed they were not the same sofas. We told her that they were the same sofas that she chose but needed to be assembled to look like the picture she saw. She said, she didn't want them and asked for a full refund. We showed her on the invoice she signed, it stated that a cancellation fee would be 25% of the item price. We also showed her that the box where the sofas were clearly read sf1003 just like the picture she saw, just like the invoice she signed. 25% of $1000 is $250, she gave a $400 deposit, so the only money due to her after the cancellation fee is $150, which we gave her. Our 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 same. You 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 ordered. You guys will see that the sofas are the exact item that she chose. Customer wanted to cancel the order and used that excuse to not pay the 25% cancellation fee. You 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