Brunos Iron & Metal

Dear Ms***:I am in receipt 0F your letter regarding the above referenced complaint.In response, please be advised that the large sign in our stores and on ourwebsite reads "80% off" to advertise that more than half of the merchandise inthe store is 86% offAs you well know, this is a common practice for mostretailersIt is not uncommon to see a huge sign at the entrance to [redacted] or [redacted] advertising 49% off or 56% off, understanding that it does not apply toevery item in the store.In addition, to the majority of merchandise in our stores being 89% oFF, another19% of the store is MORE than gercent off! Likewise, another one third of thestore is 58% off with an additional 39% off.No sales person in any of our stores misleads a customer as to the discount onany item [redacted] has been in business for over years and we haven't done so bymisleading customers as to the price they are paying For merchandise' ‘Finally, on our sales slip it makes very clear how much the discount is For anymerchandise purchasedFor your reference, enclosed please Find a copy of oursales slips highlighting the portion which spells out "59+percent off for theholidays.“Ms***, although we have done nothing to mislead any customer, in an effort tomake this customer happy, please tell them to contact me directly if they wouldlike their money back and I will ensure that they receive a refund.Very Truly Yours,Nat HPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: MsB [redacted] 's letter is inaccurate and disingenuous Yes I contacted her on 1/23/following your closing of this matter on 6/27/ I was not satisfied with the companies handling of this matter, however, other things came up for me on a personal level which pushed this to a back burner, namely my mother was dying in a nursing home, and she had to become my number priority.While I did request a [redacted] or [redacted] label to return the defective ring, at NO TIME DID I EVER REFUSE TO RETURN THE DEFECTIVE PRODUCT!!!! Although, I have had bad luck with USPS, I felt [redacted] and/or [redacted] was more reliable I also did request that they send a piand hopefully deliver the gift card to coincide on same day, they refused I also asked for information as to what would happen should the item get lost in transit utilizing their label and that was never answered MsB [redacted] was less than co-operative throughout this entire debackle Likewise, the owner of the company, Nat H [redacted] was hiding behind his customer service deptand refused to return my telephone calls to his office I can report that the defective item was returned to MsB [redacted] 's attention and this morning I did receive the gift card I haven't checked that the entire value is on it, but I do have it in my possession What we will use it for is still a mystery, as I would not want to deal with with company or MsB [redacted] in the future She needs to rethink her career choice!! Customer Service managers are suppose to be helpful, unfortunately this was not my experience with this company and I could never recommend them in the future.Thank you for your assistance in this matter Regards, [redacted]

June 2, 2017 Dear Sirs, This is in regard to consumer [redacted]. See attached.This consumer has had a ring replaced for the second time within a few months. Therefore, we can certainly understand her resistance to having the item replaced. (as a consumer myself I would...

be hesitant to purchase another). She purchased at store level at The Mohegan Sun in Connecticut, receipt enclosed. Please note that this item was actually 80% off it was a holiday promotion and final sale. As a courtesy we exchanged the ring twice for her.Our company policy is no refunds if purchased at store level. On all our receipts it is clearly written, "no charge card credits or refunds/" According to her letter to you the Revdex.com, she mentioned that the receipt does state no refunds, however the next words show that she is not included in this and does not apply to her when she states: "However, I want a refund.”We will either, gladly, by the way, issue a store credit or replace the item in question. The store credit will be a gift card for the amount of the purchase, $186.11.If we change our company policy for this one consumer, then we would have to change it for other consumers. And this makes our policies null and void.Mr. H[redacted] has entrusted me to handle consumers with kid gloves, but, adhering to company policies while doing so. As was mentioned prior, we will GLADLY, send her a gift card for the amount.I hope this helps clear up the consumers complaint from my end. If dates etc are needed I will gladly cooperate.Thank you kindly, Lorraine B.[redacted] Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Ms. B[redacted]'s letter is inaccurate and disingenuous.  Yes I contacted her on 1/23/18 following your closing of this matter on 6/27/17.   I was not satisfied with the companies handling of this matter, however, other things came up for me on a personal level which pushed this to a back burner, namely my mother was dying in a nursing home, and she had to become my number 1 priority.While I did request a [redacted] or [redacted] label to return the defective ring, at NO TIME DID I EVER REFUSE TO RETURN THE DEFECTIVE PRODUCT!!!!  Although, I have had bad luck with USPS, I felt [redacted] and/or [redacted] was more reliable.  I also did request that they send a pick-up and hopefully deliver the gift card to coincide on same day, they refused.  I also asked for information as to what would happen should the item get lost in transit utilizing their label and that was never answered.  Ms. B[redacted] was less than co-operative throughout this entire debackle.  Likewise, the owner of the company, Nat H[redacted] was hiding behind his customer service dept. and refused to return my telephone calls to his office.    I can report that the defective item was returned to Ms. B[redacted]'s attention and this morning I did receive the gift card.  I haven't checked that the entire value is on it, but I do have it in my possession.  What we will use it for is still a mystery, as I would not want to deal with with company or Ms. B[redacted] in the future.  She needs to rethink her career choice!!  Customer Service managers are suppose to be helpful, unfortunately this was not my experience with this company and I could never recommend them in the future.Thank you for your assistance in this matter.
Regards,
[redacted]

February 27, 2018Dear [redacted]:This letter is in response to the above referenced complaint (update) that we received from the Revdex.com on Monday, February 19, 2018.We had not heard from [redacted] since our receiving a letter from the Revdex.com on June 27th, 2017 stating that the case was closed. The next contact from her was in the form of an e-mail dated Jan 24th, 2018 (attached) requesting that we forward her a gift card. Lorraine B[redacted] from our customer service dept replied to [redacted] and inquired if the ring was ever returned. When [redacted] acknowledged that the ring was still in her possession, Ms. B[redacted] advised her that a gift card would not be issued until the ring was returned.In an additional e-mail from [redacted], she advised that if we wanted the ring back that we would need to have it picked up by [redacted] or [redacted] and that the gift card would be expected at the time the ring was picked up.Although [redacted]'s policy on returns is that the customer is responsible to return the item to us, a pre-paid USPS Priority return label was sent to [redacted] to facilitate the return as a show of good faith.Upon receipt of Ms. B[redacted]’s email with the pre-paid return label, [redacted] replied via e-mail repeating her request that we use the carrier of her choice and provide the gift card when the item was picked up. [redacted] was again advised that a gift card would not be issued until the ring was returned and that the pre-paid Priority Mail label was our only offer towards providing a no charge return option to the customer.In the end, the customer did return the ring using the shipping label provided and a [redacted] gift card in the amount of $186.11 (the full amount of the customer's original purchase) was sent to the customer on the day the ring was received (Feb 6, 2018). We are aware that the gift card was received by [redacted] as evidenced by the fact that she placed an order on our website (www.[redacted]jewelry.com) and tendered the gift card towards payment of this order.We regret that the customer is not satis?ed with our handling  of her concern. All  communication received was responded to in a courteous manner and in a timely fashion. At no time did we refuse honor our original offer of providing a [redacted] Gift Card and we are con?dent that we took every reasonable step (short of a refund) to reach an amicable resolution.Sincerely,Barry E VP Technology

Dear Ms. [redacted]:I am in receipt 0F your letter regarding the above referenced complaint.In response, please be advised that the large sign in our stores and on ourwebsite reads "80% off" to advertise that more than half of the merchandise inthe store is 86% off. As you well know, this is a common...

practice for mostretailers. It is not uncommon to see a huge sign at the entrance to [redacted] or[redacted] advertising 49% off or 56% off, understanding that it does not apply toevery item in the store.In addition, to the majority of merchandise in our stores being 89% oFF, another19% of the store is MORE than 89 gercent off! Likewise, another one third of thestore is 58% off with an additional 39% off.No sales person in any of our stores misleads a customer as to the discount onany item. [redacted] has been in business for over 30 years and we haven't done so bymisleading customers as to the price they are paying For merchandise. ' ‘Finally, on our sales slip it makes very clear how much the discount is For anymerchandise purchased. For your reference, enclosed please Find a copy of oursales slips highlighting the portion which spells out "59+39 percent off for theholidays.“Ms. [redacted], although we have done nothing to mislead any customer, in an effort tomake this customer happy, please tell them to contact me directly if they wouldlike their money back and I will ensure that they receive a refund.Very Truly Yours,Nat HPresident