Bi-Mart Corporation

I have received your letter dated July 17, 2015, wherein you notified us of a complaintregarding our store in Sutherlin, Oregon from our customer, [redacted] This letter is inresponse to said complaint.Our stores do not normally sell the display model of merchandise that requires assemblybecause it does take time and money for our staff to assemble a sample for customers toseeThat said, we are willing to make an exception to this practice at times; unfortunately,in this situation, the employees who assisted the customer did not notify the store managerof her request.Upon receiving this complaint, the Store Manager reached out to the customer by phone todiscuss her complaint and to offer her the opportunity to purchase an assembled dresser ifshe is still interested.Please let me know if I can be of any further assistance.Best Regards, Angie R [redacted] PHR Director of Human Resources

Complaint: ***I am rejecting this response because:I haven't heard from them and very disappointedSincerely,*** ***

Dear Mr***: I am sorry to hear that you were unable to find the Wisk Detergent that you were looking to purchase in our store. After receiving your complaint, I personally contacted our buyer and learned that this item was discontinued by the manufacturer after our March 9th
advertisement was finalized; as a result, we were unable to get additional quantity to satisfy all of our customers. While the buyer did authorize a substitution of a similar product for the same ad price, it does not sound like this was clearly communicated to you by the Store Manager. I have asked the District Manager who oversees the Eugene-Springfield stores to reach out to you via phone to discuss your concern further and see if we can assist you with a substitution for the Wisk. Best Regards,Angie R***VP of Human Resources

Dear Mr. [redacted]: I am sorry to hear that you were unable to find the Wisk Detergent that you were looking to purchase in our store.  After receiving your complaint, I personally contacted our buyer and learned that this item was discontinued by the manufacturer after our March 9th...

advertisement was finalized; as a result, we were unable to get additional quantity to satisfy all of our customers.  While the buyer did authorize a substitution of a similar product for the same ad price, it does not sound like this was clearly communicated to you by the Store Manager. I have asked the District Manager who oversees the Eugene-Springfield stores to reach out to you via phone to discuss your concern further and see if we can assist you with a substitution for the Wisk. Best Regards,Angie R[redacted]VP of Human Resources

I have received your letter dated August 4, 2015, wherein you notified us that ourcustomer, [redacted], had "rejected" the response that I had previously submitted to heroriginal complaint.Ms. [redacted] stated that the reason for her rejection was that she hadn't "heard from themand [was] very disappointed." I believe that her response was made prior to the time thatwe were able to speak with her.Our Store Manager had left several voicemail messages for Ms. [redacted] and was finally ableto speak with her directly on August 4, 2015. As a result of that conversation, Ms. [redacted]did purchase an assembled dresser on the evening of August 4th; I believe that this resolvesher original complaint.Please let me know if I can be of any further assistance.Best Regards,
Angie R[redacted], PHR
Director of Human Resources

I have received your letter dated July 17, 2015, wherein you notified us of a complaintregarding our store in Sutherlin, Oregon from our customer, [redacted] This letter is inresponse to said complaint.Our stores do not normally sell the display model of merchandise that requires assemblybecause it...

does take time and money for our staff to assemble a sample for customers tosee. That said, we are willing to make an exception to this practice at times; unfortunately,in this situation, the employees who assisted the customer did not notify the store managerof her request.Upon receiving this complaint, the Store Manager reached out to the customer by phone todiscuss her complaint and to offer her the opportunity to purchase an assembled dresser ifshe is still interested.Please let me know if I can be of any further assistance.Best Regards,
Angie R[redacted] PHR
Director of Human Resources