Brian's Roofing Repairs Ltd

First off, we would like to apologize for the delayed response and would like to thank you for reaching out to us about this situation that one of our customers has had with us. As a well respected business in the Flushing area, we have been praised many times by customers and the shipping companies...

that we serve, so we would like to address this particular customer’s concerns. The customer is complaining that we are over charging her for sending her items. The customer was attempting to ship something that was very large, something that is not like most items we send. As a result of this, prices are likely to be high. This is for obvious reasons. If we send a refrigerator to, let’s say, California, it would of course be more expensive than sending a bottle of water to the same location. We specifically warned the customer about this beforehand and she agreed to it. The customer is also complaining that we were billing her for using abandoned boxes to package her items. This is not true. The boxes that we were using were new, paid with our own money. We told the customer that we had to charge her since these boxes were new and again, she agreed. As for the official printed receipt from [redacted], we do not give any customers a printed receipt from them as we need to write our own receipts so we can keep track of our transactions. However, we did indicate the price of each item by putting the associated tracking numbers and their respective price on the receipt. In terms of helping her package her item, we did ask her if she wanted us to help her package her items, but she said that she did not want our help as she did not believe we would do a sufficient job. Moreover, no shipping company would ever assist customers in packaging their items, but we usually do offer the service because we want our customers to have the best experience. However, we did cut the box for her because we enjoy going above and beyond, which is one of the many reasons our customers keep coming back. Nonetheless, the customer did take up the majority of our store space for several hours in packaging her items. This hindered our normal business operations, which we were sort of fine with because we respect all of our customers. We are a well respected company in the eyes of [redacted] and [redacted] (another company that we serve) as well as our many customers, be it Asian, Hispanic, Latino, Caucasian, etc. We have been serving Flushing for well over 10 years. We always inform customers about the price beforehand. If they think it is too expensive, they do not send it from our store. Many of our customers know shipping costs and no one has complained before in the past. There is no reason why we should refund her after she agreed on the price we told her and made us send it out. As soon as her item was delivered, the transaction has been closed because we completed our service for her. It would not be fair for us to refund her since she agreed in the first place, the item has been shipped and delivered, and [redacted] has already charged us. We should not be paying for her to send something with our own money as we are still a business. If she was unsatisfied with the price, she should have said something befor e the item was sent out. We do apologize for not indicating the amount of tax on the receipt. We normally do and will continue to do so.

First off, we would like to apologize for the delayed response and would like to thank you for reaching out to us about this situation that one of our customers has had with us. As a well respected...

business in the Flushing area, we have been praised many times by customers and the shipping companies that we serve, so we would like to address this particular customer’s concerns. The customer is complaining that we are over charging her for sending her items. The customer was attempting to ship something that was very large, something that is not like most items we send. As a result of this, prices are likely to be high. This is for obvious reasons. If we send a refrigerator to, let’s say, California, it would of course be more expensive than sending a bottle of water to the same location. We specifically warned the customer about this beforehand and she agreed to it. The customer is also complaining that we were billing her for using abandoned boxes to package her items. This is not true. The boxes that we were using were new, paid with our own money. We told the customer that we had to charge her since these boxes were new and again, she agreed. As for the official printed receipt from [redacted], we do not give any customers a printed receipt from them as we need to write our own receipts so we can keep track of our transactions. However, we did indicate the price of each item by putting the associated tracking numbers and their respective price on the receipt. In terms of helping her package her item, we did ask her if she wanted us to help her package her items, but she said that she did not want our help as she did not believe we would do a sufficient job. Moreover, no shipping company would ever assist customers in packaging their items, but we usually do offer the service because we want our customers to have the best experience. However, we did cut the box for her because we enjoy going above and beyond, which is one of the many reasons our customers keep coming back. Nonetheless, the customer did take up the majority of our store space for several hours in packaging her items. This hindered our normal business operations, which we were sort of fine with because we respect all of our customers. We are a well respected company in the eyes of [redacted] and [redacted] (another company that we serve) as well as our many customers, be it Asian, Hispanic, Latino, Caucasian, etc. We have been serving Flushing for well over 10 years. We always inform customers about the price beforehand. If they think it is too expensive, they do not send it from our store. Many of our customers know shipping costs and no one has complained before in the past. There is no reason why we should refund her after she agreed on the price we told her and made us send it out. As soon as her item was delivered, the transaction has been closed because we completed our service for her. It would not be fair for us to refund her since she agreed in the first place, the item has been shipped and delivered, and [redacted] has already charged us. We should not be paying for her to send something with our own money as we are still a business. If she was unsatisfied with the price, she should have said something befor e the item was sent out. We do apologize for not indicating the amount of tax on the receipt. We normally do and will continue to do so.