C Gray Bookkeeping Svc

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Ms [redacted] purchased the product from us on 9/11/On 10/5/she spoke with one of our employees asking if she could obtain a return authorizationWe told her the requirements to receive an authorization to return; one of them was the item had to be in the original packaging, undamagedShe stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back togetherAt this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damagedIt is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization: What Is Your Return Policy? We allow returns on any item that was placed on our website, please see the criteria below: Items must be within days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges)If you need to return something that you ordered please call in and ask for an RMA Number We have voiced the fact that we cannot break policy for herAttached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our websiteA link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ This customer placed her order online on 7/6/The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery and sign for itOn 7/customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making processAt this point, YRC's website showed "Estimated Delivery for 7/16"The customer did not call to schedule the appointment nor was an appointment madeHowever, she stayed home on 7/assuming they would just comeOn 7/customer called us back upset that she had stayed home and no delivery cameWe advised her to make the delivery appointment as the freight company will not just show up without oneOn 7/customer refused delivery appointment with YRC and order is now back on its way to our warehouseWe are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing deliveryWe will have no choice but to accept returnWe will process her refund (minus freight costs per our return policy) after the order is back at our warehouseAttached is our customer's paid invoice and our Return Policy

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ We had a pricing error on our website of $when it was supposed to have been $1,The customer purchased the item at the error priceWe are required by the manufacture to sell it at a set minimum price, so we had to call the customer back to let her know if she still wanted the item we would need to charge her the difference in cost that she already paidThe customer did not want to pay any more so she canceled the order and we refunded herWe do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree withWe have since reached out to the customer and offered to ship them a free Kamado Grill valued at $for her frustration (she would be responsible for shipping fees) but she refused our offer

Final Consumer Response / [redacted] (2000, 9, 2015/07/02) */ This has been resolved to my satisfaction

Please see attachments

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, but they should tell teh customer that product was not avalible for -weeks and we are charging you now when the customer rep
clearly stated goods in stock now.Sincerely, Ted ***

Initial Business Response /* (1000, 5, 2016/01/26) */
We had a pricing error on our website of $171 when it was supposed to have been $1,171. The customer purchased the item at the error price. We are required by the manufacture to sell it at a set minimum price, so we had to call the customer back...

to let her know if she still wanted the item we would need to charge her the difference in cost that she already paid. The customer did not want to pay any more so she canceled the order and we refunded her. We do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree with. We have since reached out to the customer and offered to ship them a free Kamado Grill valued at $599.99 for her frustration (she would be responsible for shipping fees) but she refused our offer.

Initial Business Response /* (1000, 5, 2015/07/28) */
This customer placed her order online on 7/6/2015. The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery and sign...

for it. On 7/15 customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making process. At this point, YRC's website showed "Estimated Delivery for 7/16". The customer did not call to schedule the appointment nor was an appointment made. However, she stayed home on 7/16 assuming they would just come. On 7/17 customer called us back upset that she had stayed home and no delivery came. We advised her to make the delivery appointment as the freight company will not just show up without one. On 7/27 customer refused delivery appointment with YRC and order is now back on its way to our warehouse. We are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing delivery. We will have no choice but to accept return. We will process her refund (minus freight costs per our return policy) after the order is back at our warehouse. Attached is our customer's paid invoice and our Return Policy.

Final Consumer Response /* (2000, 9, 2015/07/02) */
This has been resolved to my satisfaction

Initial Business Response /* (1000, 5, 2015/10/14) */
Ms. [redacted] purchased the product from us on 9/11/2015. On 10/5/2015 she spoke with one of our employees asking if she could obtain a return authorization. We told her the requirements to receive an authorization to return; one of them was the...

item had to be in the original packaging, undamaged. She stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back together. At this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damaged. It is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization:
What Is Your Return Policy?
We allow returns on any item that was placed on our website, please see the criteria below:
Items must be within 45 days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges). If you need to return something that you ordered please call in and ask for an RMA Number.
We have voiced the fact that we cannot break policy for her. Attached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our website. A link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq1