Bucky's Express - Store #526

This is in response to a complaint made September 7, 2017, ID of [redacted]. I'll attempt to explain the complaints individually.1st - The customer was told erroneously that her cabinet had a¡rived and could be picked up.  Unfortunately, the staff she spoke to was mistaken but the...

original promised date had not yet passed so there was no excess waiting time in this situation. When my staff reached out to apologize for the misunderstanding, the customer became unnecessarily rude and foul, a behavior I do not tolerate when directed towards my staff. Regrettably, I have limited control over how quickly a product will arrive once it's been ordered, I tried to explain this to the customer but she either misunderstood or disregarded this information.2nd - The customer was upset about the reordering of different cabinets. After a dispute with the manufacturer, I did not feel the original cabinets chosen were of a quality I was comfortable selling to my customers. The new cabinet ordered was of better quality with no extra charge to the customer.  After the customer voiced her concerns over the different cabinet I promptly told her I would order the correct parts and fix it.3rd - At the time of the installation both the customer and her husband were present. They watched the process and directed us where they wanted the cabinet placed - at no time did they voice any concerns over the placement of the cabinet. Had they told us we would have immediately fixed the problem. When I did hear about the problem I again told her I would fix yet, and again she either misunderstood or disregarded this information.I have every desire to address the needs of my customers and provide the best solution available to resolve any issue as soon as possible. I attempted to fix this problem as soon as it arose, but the customer consistently became more difficult to work with, despite my best attempts to make sure she was a satisfied customer. The customer's recommend resolution was her payment is returned/voided. I never cashed/deposited her final payment due to the dissatisfaction, so her recommendation has been complied with. However, I will further evaluate how we can prevent this problem from occurring again in the future.Regards,[redacted] HallStoneCrafters###-###-####[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]