Boucha Films, LLC

We were trying to help the customer, but he was not providing information that corresponded with the images he providedWhen we were trying to understand what he was saying was going on in his images, he became irate and started screaming and belittling our customer service departmentWe could have easily sent him the parts had the customer cooperated in a respectful mannerThe customer purchased the item from Amazon, who would have all of his order information as well as the money he used to purchase this item, we explained we could not issue a refund since we do not have any access to Amazon's orders and he would have to contact themThe customer then started screaming again, and that is when we asked him to speak to us in a respectful manner as we were with himHe refusedNo one in customer service deserves to be talked to in the fashion the customer was

We were trying to help the customer, but he was not providing information that corresponded with the images he provided. When we were trying to understand what he was saying was going on in his images, he became irate and started screaming and belittling our customer service department. We could...

have easily sent him the parts had the customer cooperated in a respectful manner. The customer purchased the item from Amazon, who would have all of his order information as well as the money he used to purchase this item, we explained we could not issue a refund since we do not have any access to Amazon's orders and he would have to contact them. The customer then started screaming again, and that is when we asked him to speak to us in a respectful manner as we were with him. He refused. No one in customer service deserves to be talked to in the fashion the customer was.

We would be more than happy to help the customer out, but unfortunately he became uncooperative and very rude to our customer service department. On his initial claim, he never provided an adequate copy of his receipt, but we sent out the replacement parts for him just to take care of him as a valued customer. Doing business through Amazon is very unique, as they could have sold this item used or through a third party that is not us and we must take the proper steps to make sure we are able to continue to do business. We have to have this proof when dealing with Amazon customers, but he sent us a small screen grab of that receipt that provided none of the correct information we needed. We helped regardless. When he received an item that was changed by the factory and just needed a separate part sent in addition, he called in and that's when the miscommunication happened. The images he provided and the description he provided were not matching up, until he was already upset and yelling, and that's when we realized what he was actually trying to say. We apologized for the miscommunication, and tried to work on a resolution, but he became even more upset and asked for a refund. We cannot issue refunds to Amazon customer's as we do not take Amazon's orders from them and the customer must file a refund claim with the company of purchase - not us. That is basic protocol. When we informed him of the refund policy, he became even more upset and the yelling continued. We kept trying to communicate with him that we were trying to help, but the slander on our company continued.  We would love to help, we just need him to calmly communicate with us.

None of that response was true. They wouldn't help me get the proper order number and they argued with me about the pictures. I was not yelling. My hearing is not the greatest so I talk loud anyway. I may have raised my voice but I wasn't even close to yelling. Just hanging up on me shows complete disrespect to a customer. To me, they weren't trying to help with the matter after the wrong part was sent. Apparently with AZ patio heaters the customer is not right. If I have this kind of service from this company, how many more are treated like this. A person spends a lot of money and first the part was damaged, and obviously not from shipping, and then the replacement part sent is the wrong one. Of course I was upset. I just got more upset when being treated like a child when trying to get it straightened out. Bad customer service and terrible warranty department.