Initial Business Response /* (1000, 5, 2015/05/31) */
Ms***
In reference to the complaint on 5/19/
We were resolving an issue with another customer regarding a pricing discrepancy on a trailer on 5/14/
The complaintant was not in attendance during this resolution, where the
customer purchased the item and took possession of the title
She became aware of it from sources other than ourselves, and came in to the *** Blain's Farm and Fleet on 5/15/
requesting a price adjustment on the same item
As this was an individual item that had already been sold, we informed her we could not sell her the item at a reduced price
We informed her that she could purchase the item at the advertised price
We also informed her she could save an additional 10% off the item by opening a Blain's credit card
At the time, the complaintant seemed fine with that communication
The compaintant came back in on 5/19/15, again demanding the item for the reduced price from a different manager
She then attempted to "negotiate" an interim price on the item, also speaking to the Front End Manager and Customer Service Manager
Everyone involved at Blain's, was consistent in informing her we could not do that, but reiterated that she could save 10% off the item
if she opened a Blain's credit card
At this point, the complaintant refused, stating she would be lodging a complaint with our corporate office
At no time was any item placed on hold for her, or any promises made of a reduced price on the item
As Regional Manager, I received a customer complaint from the complaintant on the same day (5/19/15) and called her from the*** store
on 5/20/15, after I had investigated the situationI reiterated our position and offered her a $gift card to compensate for her travel time
The complaintant was not satisfied and referred to me and my staff as "useless", threatening to denigrate the store and it's reputation
She later spoke to my direct Supervisor Rich Steege who (after investigation) reiterated the same position
We are sorry for any misunderstanding and would like to accommodate the complaintant to the best of our ability in the following way:
The trailer currently retails for $+tax
We would offer the complaintant the lowest sale price of $for the trailer
She may also open a Blain's credit card which would reduce the cost an additional $
this would reduce the original price of the trailer to $+tax- a 20% savings
Sincerely
***
Regional Manager- Blain's Farm and Fleet
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
on may 15th at the *** farm and fleet store, I picked a trailer marked $in the yard of the store(Tag on the tongue)priceecdig to the customer service desk, I asked about purchasing it, after much discussion among the employees I was told the title was given to a previous sale in error and could not sell it to me until the problem was resolved, they would take the trailer to the rear and hold it for me
I waited three days then called the store to see if the trailer was yet available, the person who answered assured me that it was readyupon arriving at the store the manager denied everything I have related here, responding with the fact that there was only one trailer at that price which as far as can see was the one that I picked in the yard
I am a senior citizen having lived in this community and traded with farm and fleet many yearsI am not asking for anything other than treated with the respect that every customer deservesfarm and fleet have always been a good store for me and I have injoyed dealing with them,however in this case im not sure upper management is aware of the true situation
Final Business Response /* (4000, 9, 2015/06/19) */
In review of this entire situation and in a final attempt to be fair and reasonable with taking all information into considerationWe will honor a price adjustment from the current retail of $to $+ taxIf the customer would like to move forward in purchasing this trailer please contact the store with a copy of this response and we will honor this price for them
*** ***
Farm and Fleet
X-XXX-XXX-XXXX ext ***
Initial Business Response /* (1000, 5, 2015/05/31) */
Ms***
In reference to the complaint on 5/19/
We were resolving an issue with another customer regarding a pricing discrepancy on a trailer on 5/14/
The complaintant was not in attendance during this resolution, where the
customer purchased the item and took possession of the title
She became aware of it from sources other than ourselves, and came in to the *** Blain's Farm and Fleet on 5/15/
requesting a price adjustment on the same item
As this was an individual item that had already been sold, we informed her we could not sell her the item at a reduced price
We informed her that she could purchase the item at the advertised price
We also informed her she could save an additional 10% off the item by opening a Blain's credit card
At the time, the complaintant seemed fine with that communication
The compaintant came back in on 5/19/15, again demanding the item for the reduced price from a different manager
She then attempted to "negotiate" an interim price on the item, also speaking to the Front End Manager and Customer Service Manager
Everyone involved at Blain's, was consistent in informing her we could not do that, but reiterated that she could save 10% off the item
if she opened a Blain's credit card
At this point, the complaintant refused, stating she would be lodging a complaint with our corporate office
At no time was any item placed on hold for her, or any promises made of a reduced price on the item
As Regional Manager, I received a customer complaint from the complaintant on the same day (5/19/15) and called her from the*** store
on 5/20/15, after I had investigated the situationI reiterated our position and offered her a $gift card to compensate for her travel time
The complaintant was not satisfied and referred to me and my staff as "useless", threatening to denigrate the store and it's reputation
She later spoke to my direct Supervisor Rich Steege who (after investigation) reiterated the same position
We are sorry for any misunderstanding and would like to accommodate the complaintant to the best of our ability in the following way:
The trailer currently retails for $+tax
We would offer the complaintant the lowest sale price of $for the trailer
She may also open a Blain's credit card which would reduce the cost an additional $
this would reduce the original price of the trailer to $+tax- a 20% savings
Sincerely
***
Regional Manager- Blain's Farm and Fleet
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
on may 15th at the *** farm and fleet store, I picked a trailer marked $in the yard of the store(Tag on the tongue)priceecdig to the customer service desk, I asked about purchasing it, after much discussion among the employees I was told the title was given to a previous sale in error and could not sell it to me until the problem was resolved, they would take the trailer to the rear and hold it for me
I waited three days then called the store to see if the trailer was yet available, the person who answered assured me that it was readyupon arriving at the store the manager denied everything I have related here, responding with the fact that there was only one trailer at that price which as far as can see was the one that I picked in the yard
I am a senior citizen having lived in this community and traded with farm and fleet many yearsI am not asking for anything other than treated with the respect that every customer deservesfarm and fleet have always been a good store for me and I have injoyed dealing with them,however in this case im not sure upper management is aware of the true situation
Final Business Response /* (4000, 9, 2015/06/19) */
In review of this entire situation and in a final attempt to be fair and reasonable with taking all information into considerationWe will honor a price adjustment from the current retail of $to $+ taxIf the customer would like to move forward in purchasing this trailer please contact the store with a copy of this response and we will honor this price for them
*** ***
Farm and Fleet
X-XXX-XXX-XXXX ext ***