I sincerely appreciate that we were contacted when you received a complaint about our business As stated in your letter, there are always two sides to the story Unfortunately Ms *** did not share all of the information in her complaint to the Revdex.com There are
always two sides to the story, well; here is the rest of the story The information that I am sharing below is obtained from internal notes received from my employees, the actual form that the customer filled out and from my actual conversation with the customerBloomington Hardware has been in business since the 1880's We are a small company and operate with simple business practices that are easy for the employees to follow and the customers to understand This is situation is an example that even though these polices were written out, posted and stated, the customer is either; not listening or did not understand or just plain was not happy with following those policiesOur receipts state that all "returns should please be within days and in resellable condition" Her returns were not within days and she did not have all of her receipts She did have the receipt for the November purchase, but did not have the receipt for the items of her August purchase We did not turn her away The cashier "processed" the return through our Refund/Return Account this means, the bookkeeper in the back office has to look up the purchases We mail a refund check accordingly to the original purchase price Our refund form and a sign by the register state that restocking fees may apply Ms *** signed the refund form One of her purchases was over weeks old & one purchase was over months old, so a 25% restocking fee was deducted from the amount of her refund but there was a complicationWhen returning the purchased items Ms ***'s did not tell either the cashier or the department head that approved the return that any of the products would not work She told them that she just didn't need themWe assumed the items were okay to resell However we found that her tube of silicone caulking had been opened and therefore was not returnable We cannot sell an open tube of caulk The cashier called Ms *** to return the caulking tube to her, since we could not give her any money back for an opened product She told the cashier that she did not want to come back in and get her caulk the cashier left me a note about this, as the cashier didn't know what else to do...hod it for the customer or pitch it since Ms *** said she did not want the caulking, we pitched it If there had been a problem with the product we have gladly exchanged it If she wanted it held for her for a couple of days until she could get back into the store, we would have gladly done that People leave things behind all the time, we try to be accommodatingIn processing the refund for the items returned we deducted the price the discarded caulk, $ We calculated a 25% restocking fee for the other items returned ($11.49X75%=plus tax = $9.20) We sent her copies of original receipts and a letter explaining the restocking fee Again, Our policy about restocking fees is posted at point of sale and printed on the Return/Return form we gave herMs *** called on January 14th and spoke with our bookkeeper, who explained the breakdown of the refund and why the changes were made from the December 26th invoice and that if she had returned the items with days in resellable condition she would have had the full refund amount the bookkeeper tried very patiently to calm her down and explain, however Ms *** demanded that I, the owner, call herI did call her and left a message When she called me back, tried to talk with her and re=explain that we are a small business, our policies and the situation Ms *** never denied that the cashier had called her about the opened caulk that we couldn't refund or that she didn't want to come get it back (I don't think she comprehended that caulk was $and that is why we called her, because we could not refund for opened product, even though the cashier explained it I think she was just focused on getting her money back She never told me, or any of the four employees that spoke with her, that any of the products did not work.)
when I spoke with her, she was very agitated and angry she did not listen she demanded that we refund the full amount to her credit card right then and there I tried to explain that we are not allowed to keep, and do not keep, peoples' credit card numbers on file she stated "*** does when she returns items there" She seemed to feel that it was okay to open (and possibly use products) and then return the items weeks to months later for a full refund I stayed calm, even though she was not, and explained this was not what we as a small business could do she said that "we would be sorry, that she was going to write a letter and would file a complaint..." So that is the whole story I apologize for inconveniencing you and appreciate your intervention on behalf of our business, which I feel is a simple and honorable businessSincerely
*** *** Davison, President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThank you for intervening on behalf of the customerWhile I
appreciate the response of Bloomington Hardware, I do not agree with the facts
stated by the business. When I returned
the products, I stated that the product was not to our satisfaction. When I returned the products, the salesperson
promised full refund and there was no mention of restocking fee or any other
policies at the time of returnAs you can see, there is no restocking fee mentioned any of
the receiptsBloomington Hardware did not inform us at the time of
transaction or returnsI believe this is an unfair practice and puts customers at
risk against a powerful business like Bloomington Hardware
Thank you for your consideration
Regards,
*** ***
I sincerely appreciate that we were contacted when you received a complaint about our business As stated in your letter, there are always two sides to the story Unfortunately Ms *** did not share all of the information in her complaint to the Revdex.com There are
always two sides to the story, well; here is the rest of the story The information that I am sharing below is obtained from internal notes received from my employees, the actual form that the customer filled out and from my actual conversation with the customerBloomington Hardware has been in business since the 1880's We are a small company and operate with simple business practices that are easy for the employees to follow and the customers to understand This is situation is an example that even though these polices were written out, posted and stated, the customer is either; not listening or did not understand or just plain was not happy with following those policiesOur receipts state that all "returns should please be within days and in resellable condition" Her returns were not within days and she did not have all of her receipts She did have the receipt for the November purchase, but did not have the receipt for the items of her August purchase We did not turn her away The cashier "processed" the return through our Refund/Return Account this means, the bookkeeper in the back office has to look up the purchases We mail a refund check accordingly to the original purchase price Our refund form and a sign by the register state that restocking fees may apply Ms *** signed the refund form One of her purchases was over weeks old & one purchase was over months old, so a 25% restocking fee was deducted from the amount of her refund but there was a complicationWhen returning the purchased items Ms ***'s did not tell either the cashier or the department head that approved the return that any of the products would not work She told them that she just didn't need themWe assumed the items were okay to resell However we found that her tube of silicone caulking had been opened and therefore was not returnable We cannot sell an open tube of caulk The cashier called Ms *** to return the caulking tube to her, since we could not give her any money back for an opened product She told the cashier that she did not want to come back in and get her caulk the cashier left me a note about this, as the cashier didn't know what else to do...hod it for the customer or pitch it since Ms *** said she did not want the caulking, we pitched it If there had been a problem with the product we have gladly exchanged it If she wanted it held for her for a couple of days until she could get back into the store, we would have gladly done that People leave things behind all the time, we try to be accommodatingIn processing the refund for the items returned we deducted the price the discarded caulk, $ We calculated a 25% restocking fee for the other items returned ($11.49X75%=plus tax = $9.20) We sent her copies of original receipts and a letter explaining the restocking fee Again, Our policy about restocking fees is posted at point of sale and printed on the Return/Return form we gave herMs *** called on January 14th and spoke with our bookkeeper, who explained the breakdown of the refund and why the changes were made from the December 26th invoice and that if she had returned the items with days in resellable condition she would have had the full refund amount the bookkeeper tried very patiently to calm her down and explain, however Ms *** demanded that I, the owner, call herI did call her and left a message When she called me back, tried to talk with her and re=explain that we are a small business, our policies and the situation Ms *** never denied that the cashier had called her about the opened caulk that we couldn't refund or that she didn't want to come get it back (I don't think she comprehended that caulk was $and that is why we called her, because we could not refund for opened product, even though the cashier explained it I think she was just focused on getting her money back She never told me, or any of the four employees that spoke with her, that any of the products did not work.)
when I spoke with her, she was very agitated and angry she did not listen she demanded that we refund the full amount to her credit card right then and there I tried to explain that we are not allowed to keep, and do not keep, peoples' credit card numbers on file she stated "*** does when she returns items there" She seemed to feel that it was okay to open (and possibly use products) and then return the items weeks to months later for a full refund I stayed calm, even though she was not, and explained this was not what we as a small business could do she said that "we would be sorry, that she was going to write a letter and would file a complaint..." So that is the whole story I apologize for inconveniencing you and appreciate your intervention on behalf of our business, which I feel is a simple and honorable businessSincerely
*** *** Davison, President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThank you for intervening on behalf of the customerWhile I
appreciate the response of Bloomington Hardware, I do not agree with the facts
stated by the business. When I returned
the products, I stated that the product was not to our satisfaction. When I returned the products, the salesperson
promised full refund and there was no mention of restocking fee or any other
policies at the time of returnAs you can see, there is no restocking fee mentioned any of
the receiptsBloomington Hardware did not inform us at the time of
transaction or returnsI believe this is an unfair practice and puts customers at
risk against a powerful business like Bloomington Hardware
Thank you for your consideration
Regards,
*** ***