Initial Business Response /* (1000, 5, 2015/03/23) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
Customer *** *** came into my store and requested a refundHis credit card was immediatly refunded no arguement from us
at allCustomer *** *** signed for and was given a copy of this credit card refund
I then offered to install his merchandise myself (free of labor charge) at whatever time was convenient to him and he politley declinedHe then asked for his original receipt and I politley declined as he is no longer entitled to a paid in full receipt for something he has returned
He then became agitated and left the store calling myself and my employee names and threatened to contact the Revdex.com ?
After this customer *** *** started to dispute his original credit card charge after already being given a full refund?
This is Credit Card Fraud and I have already contacted the authorities regarding this matter
Should you have any further questions regarding this matter feel free to contact me at your earliest convience
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I declined ***'s offer to install the fireplaceI previously tried to have it installed on other occasions with *** at Cozy Fireplace, but *** at the Cozy fireplace failed to follow up with me on separate occasions as promisedThis is what prompted my return of the fireplace
2) An argument did take placeI tried to tell *** about my installation experienceOne would think a business owner would listen to feedback as a learning opportunity to improve their future customers experiences the next time aroundA quality organization would graciously accept criticism to improve the quality experience for the next customers*** kept interrupting me before I could tell him about my experience and told me "I already apologized, what more do you want?"
3) *** was the only employee present in the store
4) *** stole my credit card receipt containing my personal information on it and refused to give it backI did not trust that *** correctly credited my account because he refused to give me back my paperwork and they failed to follow through with the purchase processThis left me with no evidence for my recordsI asked for a photo copy of the receipt*** agreed to a photocopy and started to go make one, but seconds later, he oddly turned around and sarcastically said, "NoI will not make a photo copyBy returning the fireplace, you sold the receipt back to meI *own* it now." I've had my credit card open for years with the same bankIn all those years, I've never had a vendor experience like thisIn order to protect my credit account, I contacted the bank to dispute the charge and also to requested a new credit card numberI did not trust that the process was correctly handled based upon the return experience and the failed follow up experiences from Cozy FireplaceIf the receipt information was provided to me as requested without altercation, the situation would have been more amicable
Lies and ineptitude are the business model practiced at A Cozy Fireplace. Down payment on Dec 18, 2014. Was told 6-8weeks for fireplace door installation. Finally, installed July 31,2015. Eventually I had to contact the manufacturer Stoll to get the job done. Their salesman Rich told me Stoll had to close down plant because of weather. Found out this was a lie. Then pretended to call Stoll, while I was in his store, and that the doors were in quality control and would be shipped the next day. Found out this was a lie. Later said Cozy Fireplace had the doors and was ready for installation. Called the day before installation was scheduled and said installer had a family emergency and had to cancel. Found out this was a lie. When I demanded to see the doors he said installer had them. Found out this was a lie. Eventually, after 3 months, the WRONG doors were installed. When I called to inform Rich, I would not be paying for these, he threatened to put a lien on my home.
Fed up with Rich's lies, I started talking to the owner Greg. I know understand where Rich learned how to deal with customers. On April 26, Greg took the wrong doors from me, to send to Stoll, so the correct doors could be made. I was told the whole process would take 2 weeks. Later, found out Stoll did not receive the incorrect doors until May 20, so they could not manufacture the right ones. But, finally on June 3, an installer came to my house with the correct doors. Greg told his installer not to leave without cash or check for remaining balance. Fed up with A Lying Fireplace, and for my own financial protection, I said I would only be paying with credit card. A cash deal was never agreed on and their business advertises right on the front door that credit cards are accepted. Greg refused to accept this payment and told his installer to remove the doors, frame and mortar. Installer did not want to get involved, so he wisely just took the doors.
After much back and forth between Stoll and me, the fireplace doors were installed on July 31 and I will be paying with credit card. The upside, I do have a great story about just how bad customer service from this business can be. STAY AWAY, you have been warned
Subject: BikeFactory Waipio
I really got lucky when I found BikeFactory Waipio (near COSTCO).
Though I have yet to purchase a bike from them (tho all my accessories have come from them), I've had several maintenance emergences on my Birdy folding bike with DD3 SRAM and 7 cogs (one issue), disk brakes & brake line (another issue).
Just when I thought all was lost (twice), they always come through. They've even gone back to a component manufacturer for technical ... and made the repairs, at what I thought was a ridiculously low cost (maybe I shouldn't say that ... in case they are listening :) and put me back on the road!!!
This is the BEST bike shop, owner and staff I've ever gone to for help and that includes the German guys in Stuttgart (when I had a road bike) plus all the others across the world when I was serving in my Army career.
If my bike breaks again (and it will), it will go on the curb and my NEXT bike will come from BikeFactory Waipio :) They rock!!
Jim A[redacted]
U.S. Army Retired/HPD Retired
Mililani
Initial Business Response /* (1000, 5, 2015/03/23) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
Customer *** *** came into my store and requested a refundHis credit card was immediatly refunded no arguement from us
at allCustomer *** *** signed for and was given a copy of this credit card refund
I then offered to install his merchandise myself (free of labor charge) at whatever time was convenient to him and he politley declinedHe then asked for his original receipt and I politley declined as he is no longer entitled to a paid in full receipt for something he has returned
He then became agitated and left the store calling myself and my employee names and threatened to contact the Revdex.com ?
After this customer *** *** started to dispute his original credit card charge after already being given a full refund?
This is Credit Card Fraud and I have already contacted the authorities regarding this matter
Should you have any further questions regarding this matter feel free to contact me at your earliest convience
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I declined ***'s offer to install the fireplaceI previously tried to have it installed on other occasions with *** at Cozy Fireplace, but *** at the Cozy fireplace failed to follow up with me on separate occasions as promisedThis is what prompted my return of the fireplace
2) An argument did take placeI tried to tell *** about my installation experienceOne would think a business owner would listen to feedback as a learning opportunity to improve their future customers experiences the next time aroundA quality organization would graciously accept criticism to improve the quality experience for the next customers*** kept interrupting me before I could tell him about my experience and told me "I already apologized, what more do you want?"
3) *** was the only employee present in the store
4) *** stole my credit card receipt containing my personal information on it and refused to give it backI did not trust that *** correctly credited my account because he refused to give me back my paperwork and they failed to follow through with the purchase processThis left me with no evidence for my recordsI asked for a photo copy of the receipt*** agreed to a photocopy and started to go make one, but seconds later, he oddly turned around and sarcastically said, "NoI will not make a photo copyBy returning the fireplace, you sold the receipt back to meI *own* it now." I've had my credit card open for years with the same bankIn all those years, I've never had a vendor experience like thisIn order to protect my credit account, I contacted the bank to dispute the charge and also to requested a new credit card numberI did not trust that the process was correctly handled based upon the return experience and the failed follow up experiences from Cozy FireplaceIf the receipt information was provided to me as requested without altercation, the situation would have been more amicable
Lies and ineptitude are the business model practiced at A Cozy Fireplace. Down payment on Dec 18, 2014. Was told 6-8weeks for fireplace door installation. Finally, installed July 31,2015. Eventually I had to contact the manufacturer Stoll to get the job done. Their salesman Rich told me Stoll had to close down plant because of weather. Found out this was a lie. Then pretended to call Stoll, while I was in his store, and that the doors were in quality control and would be shipped the next day. Found out this was a lie. Later said Cozy Fireplace had the doors and was ready for installation. Called the day before installation was scheduled and said installer had a family emergency and had to cancel. Found out this was a lie. When I demanded to see the doors he said installer had them. Found out this was a lie. Eventually, after 3 months, the WRONG doors were installed. When I called to inform Rich, I would not be paying for these, he threatened to put a lien on my home.
Fed up with Rich's lies, I started talking to the owner Greg. I know understand where Rich learned how to deal with customers. On April 26, Greg took the wrong doors from me, to send to Stoll, so the correct doors could be made. I was told the whole process would take 2 weeks. Later, found out Stoll did not receive the incorrect doors until May 20, so they could not manufacture the right ones. But, finally on June 3, an installer came to my house with the correct doors. Greg told his installer not to leave without cash or check for remaining balance. Fed up with A Lying Fireplace, and for my own financial protection, I said I would only be paying with credit card. A cash deal was never agreed on and their business advertises right on the front door that credit cards are accepted. Greg refused to accept this payment and told his installer to remove the doors, frame and mortar. Installer did not want to get involved, so he wisely just took the doors.
After much back and forth between Stoll and me, the fireplace doors were installed on July 31 and I will be paying with credit card. The upside, I do have a great story about just how bad customer service from this business can be. STAY AWAY, you have been warned
Subject: BikeFactory Waipio
I really got lucky when I found BikeFactory Waipio (near COSTCO).
Though I have yet to purchase a bike from them (tho all my accessories have come from them), I've had several maintenance emergences on my Birdy folding bike with DD3 SRAM and 7 cogs (one issue), disk brakes & brake line (another issue).
Just when I thought all was lost (twice), they always come through. They've even gone back to a component manufacturer for technical ... and made the repairs, at what I thought was a ridiculously low cost (maybe I shouldn't say that ... in case they are listening :) and put me back on the road!!!
This is the BEST bike shop, owner and staff I've ever gone to for help and that includes the German guys in Stuttgart (when I had a road bike) plus all the others across the world when I was serving in my Army career.
If my bike breaks again (and it will), it will go on the curb and my NEXT bike will come from BikeFactory Waipio :) They rock!!
Jim A[redacted]
U.S. Army Retired/HPD Retired
Mililani