B & L Brassworks Inc

Brassworks is responding to a complaint filed by our customer [redacted].  The customer’s son called to get a quote on our brass products.  I provided the quote and must have received CC information for payment as it was on file.  I have my written notes regarding the quote and had...

that the customer would like to proceed.  We completed the order and called to confirm address and the product shipped.  Throughout this process I had spoken to [redacted]’s son and I think in the confusion of 2 parties being involved the order was approved and the address was confirmed with the customer and we shipped the product.  After we shipped the product it is our policy to send out a final invoice and the package tracking number.  When this email was received by the customer [redacted] himself called very upset saying he did not want the shipment.  The order was shipped Fed Ex Ground and we cannot call back packages that go ground service.  After [redacted] and I hung up with each other and he was very upset and having a hard time understanding how this happened his son called to clear things up on their end and apologize for his Dad’s upsetting phone call earlier.   The son and I decided that when they received the package he would return it, using a return ship label provided by us as we were covering the cost of the return shipment.  I sent this label on 5/17.  The product ordered had a custom finish and we offered to return the product and end the whole unfortunate mis-understanding.  I informed [redacted]’s son that when we received the return package we would issue a FULL credit for the custom project.Fed Ex Ground takes 5-7 days to get to Florida from Washington State.   I sent [redacted] the return label on 5/17 and after the package got back to him he returned it to us at Brassworks and we received it on 5/25 which was the Thursday before Memorial Weekend.  Only my boss, the owner of Brassworks, can issue a credit and he was gone for the long weekend.  On 5/31, I told [redacted]’s son that the credit would be issued the following day and he sent me back an email with these works: “Thanks [redacted] appreciate everything, what's your favorite pizza? I gotta send you one for all your exceptional customer service and patience on helping us out!”The credit was issued on 6/1.  The son called many times in the following days and emailed myself, my boss and our shipping department on several occasions.  Each time he was assured that the credit had been submitted and would show up on his bank statement.  Each time he called one of us addressed his concerns.  His time zone is 3 hours ahead and often when he called we were not open so a few times his calls went unanswered.  During operating hours his concerns were addressed.  This claim with the Revdex.com was filed by him on 6/5 and on 6/6 he emailed to inform me that the credit had posted onto his account.  He states that we took 3 weeks to issue a credit.  We put the credit through on the 6th day after being closed for 4 of those days.  We receive many packages and many leave our warehouse and I was unaware the package had been returned until the Tuesday after the holiday weekend 5/30.  The nice email came 5/31 and my boss did the credit on 6/1.I feel that our customer service was exceptional and so did the son who was handling the order as he stated in his email.  I do not know if the Father or son filed this claim but it is unfounded and the evidence proves we handled the situation on a more efficient timeline then the one provided by the customer in the complaint.  The issue has been resolved and I do not think it could have been handled any different.  We cannot issue a credit until we have the product returned.  The complaint that #3 weeks later there is still no credit to my account” is information that is not based on the facts.  I have a Fed Ex tracking number that shows the package was received by our warehouse on 5/25 and we issued a credit on 6/1.Although the customer was frustrated we do not believe the actions of our company merit our first ever complaint with the Revdex.com after 35 years in Business.  We are a honest company that has 35 years of producing a high quality product with an excellent customer service record.  Thank you for your time and assistance in resolving this matter.Nicole E[redacted]Sales RepresentativeBrassworks Inc.