Boy Scouts Camp Kanza

Initial Business Response /* (1000, 13, 2017/05/15) */
Received business response
My apologies for only responding now but the letter went to the *** where we do not have a mail boxIt was delivered to another store and only given to us on Thursday, May 11th and I did not
receive it until Friday, May 12th
When *** purchased the coat from us on April 3rd she was interested in having it alteredThe Tailor from ***, our Assistant Manager, and *** herself thoroughly looked over the coat to ensure it could be alteredAt this time, no marks were scene or found on the coat and it was sold in good faith, in excellent condition to ***
On April 6th, *** returned to our store location very upset as the tailor had discovered red pan marks on the coatFrom what was explained to me, by three of my sales team, *** made quite a scene at the cash desk and was looking through the desk for red pensThe Assistant Manager on duty, who was the person who *** dealt with when purchasing the coat did her best to calm the situation and was apologetic to ***
At this point the Assistant Manager contacted me, the Director of Sales, to inquire what we would be able to doSince we sold the coat with no marks on it, my initial reaction was to offer *** nothingThe Assistant Manager said she was causing quite a scene and was very unpleasant so I decided to offer her a *** off damage discount (which is a standard discount in retail) to meet her half way and help with the cost of the dry cleaning and to diffuse the situationI asked the Assistant Manager to explain to *** that we understood her frustration, but we did not sell her a damaged coat, but to offset the cost of having it dry cleaned we would happily offer her the *** offShe was not happy with this and left the storeMy Assistant Manager then informed me that *** would like to speak to someone higher than store level
I believe it was the next day, Friday, the 7th that I contacted ***As soon as I informed her who I was, she automatically became defensive and was not easy or pleasant to deal withI again explained to her what was told to me by my sales team and I again offered her the *** off discount as a way to diffuse the situation and offset the cost of the dry cleaningAt this point she did not think that was a reasonable resolutionI asked her what she was ultimately looking for and she said, *** is offering to pay for the dry cleaning, I then again told her that we were offering her the *** off to offset the cost of the cleaningThis went back and forth for a few minutes but we were not getting any resolutionI again asked her what exactly she was looking for from us and this is when she said, she did not feel that *** (the Assistant Manager) was sorry or apologetic enough for the situationShe expected us to be more accommodating to her as she claims she is such a great customer of oursI have since reviewed her purchase history with our company and in the past year *** has made three purchases from us, June total $***, January total $*** and April total $*** (the coat)
The amount a customer spends with us has no relevance on how we treat themAll customers are treated fairly and with respect and we strive to make every customer experience in our stores a pleasant oneI believe we were more that accommodating to *** by offering her the *** off the coat when we did not sell the coat damaged
Initial Consumer Rebuttal /* (3000, 15, 2017/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I maintain that the coat was damaged when I took possession of itIt was not"thoroughly" looked over by anyone....myself included....hence my surprise!.Samuel and Co will not acknowledge that, which is the basis for my complaint
I was getting very agitated in the store as I had gone back and forth from them to *** a number of times with little response from Samuel and Coexcept the offer , finally, of ***No mention was EVER made by them of drycleaningI did not and have not accepted their *** discount
I never claimed to be a "great customer" of the store but I have been a customer for many many years