July 6, Dear [redacted] ,Thank you for contacting us with the customer complaint ID [redacted] l'm sorry for us not responding to your email but our records indicated that we did not receive an email nor was it found in the spam account, Please forward me an example of your email address so I can allow the address to come to us and verify you have our correct email address as: [redacted] .In review of your letter and speaking with my cashier, this is the first notification of the problem customer in ID [redacted] had with her purchase that I have receivedMany items in store do come unassembled and we do offer assembly for a modest fee based on number of parts to assemble and time it would take to, assemble themOur wheelbarrows do come unassembled and our assembly fee for item [redacted] is $5.0,In store we do have signage on the display of wheelbarrows offering "assembly for a fee” The flyer in reference is a national advertisement from [redacted] Hardware Corporation and does have a disclaimer which states " [redacted] stores are independently owned and operated.the item was on sale and she felt the customer thought we only charged the fee when the item was on sale, which not the caseIf the customer was dissatisfied and wanted an unassembled wheelbarrow and there was not one available, the cashier would have called a manager to waive the fee In this situation, but when I spoke with her upon receiving your letter she said the customer seemed to want the item assembled at this point, and although she offered to call for assistance then, they seemed fine with the assembly fee and wanted the item assembled......prices in this advertisement are suggested by [redacted] Hardware Corporation, [redacted] ***, IL."Product selection/color, sale items, prices, and quantities may vary by store." And further states "Some items may require assembly." but does not state how each item is packagedIt is customary for our cashiers to ask upon purchase if the customer would like wheelbarrows assembled for a feeThis item is usually ordered at the front desk and pick up in the yard area, but my cashier stated that the customer did go to the display area to look at the wheelbarrows firstShe also stated she was aware that there were only a few of the wheelbarrows left and they were all assembled at the time of the customer purchase due to them moving quickly while on saie and the assembly team had severai put together so customers would not have to wait as most wanted them assembledOur cashier honestly states that she does not remember if she many have forgotten to ask about the wheelbarrow being assembled or unassembled that day for the customer in question, but she assumes she did as it is our policy, but she did they went to look at the display and were also assisted in the warehouseIt is possible that she did notShe is sure that upon totaling the sale the customer questioned the amount at which time she states she did explain the assembly fee before swiping the customer's bankcard and asked if it was okThe customer questioned the fee and she offered to call the yard and/or general manager for them if it was a problemAt that time a person accompanying the purchaser said "it would be fine as it is less work for me to do"The purchaser agreed and the sale went forward with the assembly fee and the card was swiped.at that timeAs stated in the complaint the cashier's statement of ‘'we do this all the time" was taken out of contextOur cashier claims her statement was referring to offering assembly for items for a fee and she was trying to explain to the customer That the fee was charged weather or notthe item was on sale and she felt the customer thought we only charged the fee when the item was on sale, which not the caseIf the customer was dissatisfied and wanted an unassembled wheelbarrow and there was not one available, the cashier would have called a manager to waive the fee In this situation, but when I spoke with her upon receiving your letter she said the customer seemed to want the item assembled at this point, and although she offered to call for assistance then, they seemed fine with the assembly fee and wanted the item assembled.Please let me know if we can assist you further with this issue.Sincerely, Sarah MGeneral Manager
July 6, Dear [redacted] ,Thank you for contacting us with the customer complaint ID [redacted] l'm sorry for us not responding to your email but our records indicated that we did not receive an email nor was it found in the spam account, Please forward me an example of your email address so I can allow the address to come to us and verify you have our correct email address as: [redacted] .In review of your letter and speaking with my cashier, this is the first notification of the problem customer in ID [redacted] had with her purchase that I have receivedMany items in store do come unassembled and we do offer assembly for a modest fee based on number of parts to assemble and time it would take to, assemble themOur wheelbarrows do come unassembled and our assembly fee for item [redacted] is $5.0,In store we do have signage on the display of wheelbarrows offering "assembly for a fee” The flyer in reference is a national advertisement from [redacted] Hardware Corporation and does have a disclaimer which states " [redacted] stores are independently owned and operated.the item was on sale and she felt the customer thought we only charged the fee when the item was on sale, which not the caseIf the customer was dissatisfied and wanted an unassembled wheelbarrow and there was not one available, the cashier would have called a manager to waive the fee In this situation, but when I spoke with her upon receiving your letter she said the customer seemed to want the item assembled at this point, and although she offered to call for assistance then, they seemed fine with the assembly fee and wanted the item assembled......prices in this advertisement are suggested by [redacted] Hardware Corporation, [redacted] ***, IL."Product selection/color, sale items, prices, and quantities may vary by store." And further states "Some items may require assembly." but does not state how each item is packagedIt is customary for our cashiers to ask upon purchase if the customer would like wheelbarrows assembled for a feeThis item is usually ordered at the front desk and pick up in the yard area, but my cashier stated that the customer did go to the display area to look at the wheelbarrows firstShe also stated she was aware that there were only a few of the wheelbarrows left and they were all assembled at the time of the customer purchase due to them moving quickly while on saie and the assembly team had severai put together so customers would not have to wait as most wanted them assembledOur cashier honestly states that she does not remember if she many have forgotten to ask about the wheelbarrow being assembled or unassembled that day for the customer in question, but she assumes she did as it is our policy, but she did they went to look at the display and were also assisted in the warehouseIt is possible that she did notShe is sure that upon totaling the sale the customer questioned the amount at which time she states she did explain the assembly fee before swiping the customer's bankcard and asked if it was okThe customer questioned the fee and she offered to call the yard and/or general manager for them if it was a problemAt that time a person accompanying the purchaser said "it would be fine as it is less work for me to do"The purchaser agreed and the sale went forward with the assembly fee and the card was swiped.at that timeAs stated in the complaint the cashier's statement of ‘'we do this all the time" was taken out of contextOur cashier claims her statement was referring to offering assembly for items for a fee and she was trying to explain to the customer That the fee was charged weather or notthe item was on sale and she felt the customer thought we only charged the fee when the item was on sale, which not the caseIf the customer was dissatisfied and wanted an unassembled wheelbarrow and there was not one available, the cashier would have called a manager to waive the fee In this situation, but when I spoke with her upon receiving your letter she said the customer seemed to want the item assembled at this point, and although she offered to call for assistance then, they seemed fine with the assembly fee and wanted the item assembled.Please let me know if we can assist you further with this issue.Sincerely, Sarah MGeneral Manager