I am the owner of Big Systems. I have reviewed the this situation internally regarding the customer billing and subsequent refund after not being able to fulfill the customer order due to an out of stock. When we realized that there was a back order, we initiated the refund process...
immediately. Unfortunately, it took four days for the credit card processor to credit the customer's account. We apologized to the customer at that time for her inconvenience. In addition I have called the customer directly to apologize for this situation and I have offered to fullfill the order at no charge.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] (the owner of Big Sys) called me personally and apologized and offered to fulfill the order for free. I responded to him and accepted his offer and will be willing to give their company a try again in the near future. I am very pleased with the outcome and how the situation was handled. I appreciate the time and care this company has taken to address the needs of my small business, even though I may not be as large as some of their other clients. I would definitely recommend to others.
Regards,
I am the owner of Big Systems. I have reviewed the this situation internally regarding the customer billing and subsequent refund after not being able to fulfill the customer order due to an out of stock. When we realized that there was a back order, we initiated the refund process...
immediately. Unfortunately, it took four days for the credit card processor to credit the customer's account. We apologized to the customer at that time for her inconvenience. In addition I have called the customer directly to apologize for this situation and I have offered to fullfill the order at no charge.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] (the owner of Big Sys) called me personally and apologized and offered to fulfill the order for free. I responded to him and accepted his offer and will be willing to give their company a try again in the near future. I am very pleased with the outcome and how the situation was handled. I appreciate the time and care this company has taken to address the needs of my small business, even though I may not be as large as some of their other clients. I would definitely recommend to others.
Regards,
[redacted] Brouwer Vrouwen Canvas & Printing