With regards to claim ID [redacted], there was some obvious miscommunication between the salesperson and the customer that led to the misunderstanding. I've personally worked with this particular salesperson for a few years now, and have never known him to...
intentionally mislead customers. I do not believe there was any malicious intent behind his actions to order a bed for the customer.
Regarding the ottoman, furniture suppliers often make adjustments to product lines without notifying retailers. And in this particular scenario, Big Bob's did not receive notice that the ottoman had been discontinued by the manufacture until after the shipment landed; the shipment we anticipated would fulfill the order for Mr. [redacted]. This particular ottoman had been part of our "lineup" for over a year now, and was a popular seller for us. Big Bob's was as surprised as the customer when we received notice that we would no longer be receiving it.
Finally, Mr. [redacted] was upset regarding the quoted time to receive his refund (10-14 days). Big Bob's quotes this time frame to provide a buffer and to avoid over-promising the date by which the customer can receive his/her refund. In this scenario, however, given the challenges that Mr. [redacted] had with Big Bob's, we should have expressed a much shorter time frame. In fact, we received notice that the ottoman was discontinued on August 17th. Paperwork was submitted for his refund on the 18th, and his check was cut and mailed on the 21st. He received his refund within 7 days, not the quoted 10-14 days.
Thank you for your time and consideration.
[redacted]
To Whom it May Concern:
With regards to claim ID [redacted], there was some obvious miscommunication between the salesperson and the customer that led to the misunderstanding. I've personally worked with this particular salesperson for a few years now, and have never known him to...
intentionally mislead customers. I do not believe there was any malicious intent behind his actions to order a bed for the customer.
Regarding the ottoman, furniture suppliers often make adjustments to product lines without notifying retailers. And in this particular scenario, Big Bob's did not receive notice that the ottoman had been discontinued by the manufacture until after the shipment landed; the shipment we anticipated would fulfill the order for Mr. [redacted]. This particular ottoman had been part of our "lineup" for over a year now, and was a popular seller for us. Big Bob's was as surprised as the customer when we received notice that we would no longer be receiving it.
Finally, Mr. [redacted] was upset regarding the quoted time to receive his refund (10-14 days). Big Bob's quotes this time frame to provide a buffer and to avoid over-promising the date by which the customer can receive his/her refund. In this scenario, however, given the challenges that Mr. [redacted] had with Big Bob's, we should have expressed a much shorter time frame. In fact, we received notice that the ottoman was discontinued on August 17th. Paperwork was submitted for his refund on the 18th, and his check was cut and mailed on the 21st. He received his refund within 7 days, not the quoted 10-14 days.
Thank you for your time and consideration.
[redacted]