Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
["To assist us in bringing this matter to a close, we would like to know your view on the matter." - Revdex.comI have read the response from Carousel Equestrian Boutique and do not accept her claims My rejection includes but is not limited to the following erroneous claims made by Susan: The day after my first visit to the store, Susan S*** called me on my cell phone to try to persuade me to buy the boots.MrsS*** told me the owner of the boots was a high school principal and a fox hunter She also told me that while I would not be able to wear the boots in the hunter/jumper show ring, during competition, I could wear them during my horseback riding lessons and while hacking I wore the boots a total number of two timesOnce for a few hours at a social event with a pair of pants and once during a minute riding lesson The latter is when they disintegrated during horseback riding activity.I never threatened MrsS***, nor did she ever indicate that she felt threatened by me Please reference all correspondence provided in copies of our text messages. Please reference my Layaway contract, it states neither that the boots were sold "as is" nor "all sales are final"On at least two occasions, the first time when I called Susan S*** to inform her the boots fell apart and second when I was in her store to show her the damaged boots, she told me she would pay to have the boots repaired or give me my money back This is also the same time that she told me I could sell the breeches I purchased in her store for $ Later she said she could not refund me the money because she had already paid out the percentage due the seller of the boots. I did not accept this as reason not to be refunded then, nor do I today. Re: the girth I had for sale in Carousel, when I asked Mrs S*** if she had sold it she said no, "My market doesn't buy high-end girths." She kept my girth at the back of a display rack where it was difficult for customers to view I asked if I could take it back She told me I still had time on my seller consignment contract and if I had a buyer they would have to buy it from Carousel I told her I didn't have a buyer and that I wanted it back since none of her customers seemed interested in buying it She told me I could take it back and I still have it in my possession Re: the child's size 16L hunt coat I attempted to sell at Carousel, I took the coat to sell on consignment because I viewed an ad on Carousel's *** page, advertising their upcoming hunt coat sale I thought it would be a seen by shoppers looking for previously owned hunt coats at a discounted price, so I brought the coat in to try to sell it on consignment MrsS*** made the decision without consulting me to return the coat to me Honestly, I don't know why The hunt coat is in excellent condition and she accepted the merchandise for consignment sale when I brought it in. Mrs S*** crossed the line of a business relationship with me and steered our relationship to personal friendship She seems to have a hidden agenda that has tainted her ability to see me as a customer seeking a refund for goods sold that cannot be used for the purpose intended.Re: The number of likes to her *** page That is no indication that she is above adhering to her word to a customer Mrs S*** invited me to "like' her *** page through that social media web site, she may have invited others as well That does not in any way indicate I'm the only dissatisfied customer. While this may be Carousel's first encounter with a complaint, they are a relatively new business and have been open for less than one calendar year I maintain my request for a full refund on the defective boots Once I have my refund of $200, I agree to return the Dehner boots to Carousel Equestrian Center. Thank you for your time Please contact me should you have questions and/or require additional information Best regards,
*** *** ***
October 1,2015Revdex.comATTN: [redacted], Complaint Handler ext [redacted]100 Bryant Woods SouthAmherst, NY 14228RE: Customer Complaint ID [redacted]Dear [redacted],Attached is Carousel Equestrian Boutique's response, with documentation, to [redacted]'s complaint regarding customer service...
and the return policy.Carousel sells primarily pre-owned equestrian related items on an "as is" basis. It is a consignment shop with approximately 80% pre-owned merchandise.In addition, Carousel is the only retail location in NY state to offer County saddles, a high-end, custom saddlery company from England. Carousel also offers laundry services for horse blankets and saddle pads. Currently, as noted on its [redacted] page, marketing material, and posted on its front door, it has limited hours and hours by appointment.Here is a chronology of events for the above referenced matter:• July 10, 2015, customer first came to Carousel to consign a used jumper girth.• Customer explained she was new to the area and asked for recommendations for a riding stable with a trainer with whom she could work. I made a recommendation.• Customer expressed a need for boots. She was shown a pair of pre-owned boots in her size. She tried them on, loved them, but said she had to think about it as she couldn't afford the $225,• She was offered a reduced price of $200 (discounting them earlier than the Consignment contract; consigned items discount 10% every 30 days for 90 days).• She was offered a "layaway" arrangement so that she could pay for them in $50 installments. She thanked me and said she would think about it. The customer called the following day and told me she wanted to purchase the boots on the layaway and would come to the shop to give me a deposit. • All "layaway" receipts clearly state Carousel's return policy at the bottom. (See Attachment A) Carousel's return policy is also posted at the cash/wrap desk (See Attachment B).• The customer, a seasoned rider and as was discussed with her, was aware that the boots were not suited for her discipline of riding as they were fox hunting dress boots, but she said she really liked them and would use them to wear with jeans and skirts.In July 2015, during the time the customer was purchasing the boots, she consigned a high-end jumper girth with Carousel for $275. The Consignment policy is based on a 90 day contract (See Attachment E).• The customer entered into the Carousel contract on July 10, 2015. which was supposed to have been for a total of 90 days, (until October 10, 2015) but wanted to break the contract on September 12,2015,citing that since it wasn't sold yet, that she might be able to sell it on her own.• I explained that she was in a 90 day contract, but as an expression of customer service would make a rare exception and release her from the contract (See Attachment F). On the same date that she was released from the Consignment Contract on the high-tend jumper girth, she asked to consign her daughter's riding coat. We entered into a new contract. September 12, 2015. (See Attachment G).• In late August 2015, she brought in two laundry items. a sheepskin Mattes pad. which usually costs $20 to launder. and an all purpose saddle pad which costs $10 to launder two of them, which should have been a total of $30 plus NYS sales tax. Carousel only charged her $10 plus applicable tax on September 4.2015. as a show of thanks for being a frequent customer (See Attachment J).• On September 22. I received a call from the customer explaining that the used boots were "disintegrating" after she rode in them. I asked her to bring them in so I could see them. I took photos of them for reference (See Attachment C). I suggested she bring them to a shoe/leather repair shop to investigate if the tops could be removed and replaced with a more sturdy leather. or to contact [redacted] directly to ask for their guidance. • No representations were made about the boots. other than they were used and sold "as is" (See Attachment D). I also cannot attest to how many times the customer actually used the boots, for what purpose she used them. or her riding ability or proper position or correct use or effectiveness of her legs while riding. or the state or condition of the saddle or any other material that the boots may have come into contact with.• I asked her to let me know what the disposition was after her investigation and that we would consider helping her out in some way with either deferring a portion of the repair. a "bit of store credit". or a free laundry. I never promised her a full refund. full credit, or full payment on repair.• On September 22. I received a text from the customer stating that she had taken the boots to a local shoe/leather repair and they could not be repaired and she was disappointed because she really liked them, but wanted a refund. I responded, suggesting she bring them to another repair professional or to contact the [redacted] directly. or to remove the top of the boot herself with a seam ripper and wear them with lace top cuff socks. since they were still very functional and she still liked them. I again explained and reiterated the Carousel return policy and that all consignment sales were final, and gave her the example that if someone had returned her consigned coat and it had ripped due to being worn after purchase: she would have already been paid as the Consignor. but Carousel would have no recourse to recoup money.• Her next text disputed the Carousel policy and asked where the policy was posted. I reminded her that it was posted at the cash/wrap desk in the shop and also printed on her receipts. She became very demanding and stated that she was going to come to the shop sometime after 6:00 PM that evening, found her expressions threatening.• Upon advice from counsel. especially in light of feeling physically threatened. I responded with a clear. professional message that she was not receiving a refund, re-stated Carousel's return policy. her consigned coat would be returned. and Carousel is discontinuing business dealings with her. • The texts customer sent next seemed emotional and further made me feel physically uncomfortable (See Attachment H). I did not respond to the texts.• Customer's consigned coat was returned 10 the customer via US Postal Service on September 25, 2015 (See Attachment I).The customer service provided by Carousel was responsive in every way. The boots, which iniliated the course of events described above were used. consigned merchandise and the customer purchased them with full knowledge they were sold "os is". A relationship with the customer was terminated after her texts become threatening and emotional. As of this communication, Carousel has 763 "likes" on our [redacted] page since it was launched in March 2015 and currently have All 5 Star ratings (21 of them). and 100%, 3-minute response rote. Several screen shots areattached (See Attachment K). With regards to disposition, based on the above statements and provided documentation, Carousel has exhibited superior customer service, and has conducted business with the customer within our stated policies. Our position stands that there is no basis for the customer's claim and there is no further action or retribution required on our part.Should you have any questions, you may reach me at the contact information below. Please advise if you need further documentation or information. Thank you for your time.Regards,Susan M S[redacted], Propreitor0: ###-###-####c: ###-###-####[redacted]Attachments
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
["To assist us in bringing this matter to a close, we would like to know your view on the matter." - Revdex.comI have read the response from Carousel Equestrian Boutique and do not accept her claims My rejection includes but is not limited to the following erroneous claims made by Susan: The day after my first visit to the store, Susan S*** called me on my cell phone to try to persuade me to buy the boots.MrsS*** told me the owner of the boots was a high school principal and a fox hunter She also told me that while I would not be able to wear the boots in the hunter/jumper show ring, during competition, I could wear them during my horseback riding lessons and while hacking I wore the boots a total number of two timesOnce for a few hours at a social event with a pair of pants and once during a minute riding lesson The latter is when they disintegrated during horseback riding activity.I never threatened MrsS***, nor did she ever indicate that she felt threatened by me Please reference all correspondence provided in copies of our text messages. Please reference my Layaway contract, it states neither that the boots were sold "as is" nor "all sales are final"On at least two occasions, the first time when I called Susan S*** to inform her the boots fell apart and second when I was in her store to show her the damaged boots, she told me she would pay to have the boots repaired or give me my money back This is also the same time that she told me I could sell the breeches I purchased in her store for $ Later she said she could not refund me the money because she had already paid out the percentage due the seller of the boots. I did not accept this as reason not to be refunded then, nor do I today. Re: the girth I had for sale in Carousel, when I asked Mrs S*** if she had sold it she said no, "My market doesn't buy high-end girths." She kept my girth at the back of a display rack where it was difficult for customers to view I asked if I could take it back She told me I still had time on my seller consignment contract and if I had a buyer they would have to buy it from Carousel I told her I didn't have a buyer and that I wanted it back since none of her customers seemed interested in buying it She told me I could take it back and I still have it in my possession Re: the child's size 16L hunt coat I attempted to sell at Carousel, I took the coat to sell on consignment because I viewed an ad on Carousel's *** page, advertising their upcoming hunt coat sale I thought it would be a seen by shoppers looking for previously owned hunt coats at a discounted price, so I brought the coat in to try to sell it on consignment MrsS*** made the decision without consulting me to return the coat to me Honestly, I don't know why The hunt coat is in excellent condition and she accepted the merchandise for consignment sale when I brought it in. Mrs S*** crossed the line of a business relationship with me and steered our relationship to personal friendship She seems to have a hidden agenda that has tainted her ability to see me as a customer seeking a refund for goods sold that cannot be used for the purpose intended.Re: The number of likes to her *** page That is no indication that she is above adhering to her word to a customer Mrs S*** invited me to "like' her *** page through that social media web site, she may have invited others as well That does not in any way indicate I'm the only dissatisfied customer. While this may be Carousel's first encounter with a complaint, they are a relatively new business and have been open for less than one calendar year I maintain my request for a full refund on the defective boots Once I have my refund of $200, I agree to return the Dehner boots to Carousel Equestrian Center. Thank you for your time Please contact me should you have questions and/or require additional information Best regards,
*** *** ***
October 1,2015Revdex.comATTN: [redacted], Complaint Handler ext [redacted]100 Bryant Woods SouthAmherst, NY 14228RE: Customer Complaint ID [redacted]Dear [redacted],Attached is Carousel Equestrian Boutique's response, with documentation, to [redacted]'s complaint regarding customer service...
and the return policy.Carousel sells primarily pre-owned equestrian related items on an "as is" basis. It is a consignment shop with approximately 80% pre-owned merchandise.In addition, Carousel is the only retail location in NY state to offer County saddles, a high-end, custom saddlery company from England. Carousel also offers laundry services for horse blankets and saddle pads. Currently, as noted on its [redacted] page, marketing material, and posted on its front door, it has limited hours and hours by appointment.Here is a chronology of events for the above referenced matter:• July 10, 2015, customer first came to Carousel to consign a used jumper girth.• Customer explained she was new to the area and asked for recommendations for a riding stable with a trainer with whom she could work. I made a recommendation.• Customer expressed a need for boots. She was shown a pair of pre-owned boots in her size. She tried them on, loved them, but said she had to think about it as she couldn't afford the $225,• She was offered a reduced price of $200 (discounting them earlier than the Consignment contract; consigned items discount 10% every 30 days for 90 days).• She was offered a "layaway" arrangement so that she could pay for them in $50 installments. She thanked me and said she would think about it. The customer called the following day and told me she wanted to purchase the boots on the layaway and would come to the shop to give me a deposit. • All "layaway" receipts clearly state Carousel's return policy at the bottom. (See Attachment A) Carousel's return policy is also posted at the cash/wrap desk (See Attachment B).• The customer, a seasoned rider and as was discussed with her, was aware that the boots were not suited for her discipline of riding as they were fox hunting dress boots, but she said she really liked them and would use them to wear with jeans and skirts.In July 2015, during the time the customer was purchasing the boots, she consigned a high-end jumper girth with Carousel for $275. The Consignment policy is based on a 90 day contract (See Attachment E).• The customer entered into the Carousel contract on July 10, 2015. which was supposed to have been for a total of 90 days, (until October 10, 2015) but wanted to break the contract on September 12,2015,citing that since it wasn't sold yet, that she might be able to sell it on her own.• I explained that she was in a 90 day contract, but as an expression of customer service would make a rare exception and release her from the contract (See Attachment F). On the same date that she was released from the Consignment Contract on the high-tend jumper girth, she asked to consign her daughter's riding coat. We entered into a new contract. September 12, 2015. (See Attachment G).• In late August 2015, she brought in two laundry items. a sheepskin Mattes pad. which usually costs $20 to launder. and an all purpose saddle pad which costs $10 to launder two of them, which should have been a total of $30 plus NYS sales tax. Carousel only charged her $10 plus applicable tax on September 4.2015. as a show of thanks for being a frequent customer (See Attachment J).• On September 22. I received a call from the customer explaining that the used boots were "disintegrating" after she rode in them. I asked her to bring them in so I could see them. I took photos of them for reference (See Attachment C). I suggested she bring them to a shoe/leather repair shop to investigate if the tops could be removed and replaced with a more sturdy leather. or to contact [redacted] directly to ask for their guidance. • No representations were made about the boots. other than they were used and sold "as is" (See Attachment D). I also cannot attest to how many times the customer actually used the boots, for what purpose she used them. or her riding ability or proper position or correct use or effectiveness of her legs while riding. or the state or condition of the saddle or any other material that the boots may have come into contact with.• I asked her to let me know what the disposition was after her investigation and that we would consider helping her out in some way with either deferring a portion of the repair. a "bit of store credit". or a free laundry. I never promised her a full refund. full credit, or full payment on repair.• On September 22. I received a text from the customer stating that she had taken the boots to a local shoe/leather repair and they could not be repaired and she was disappointed because she really liked them, but wanted a refund. I responded, suggesting she bring them to another repair professional or to contact the [redacted] directly. or to remove the top of the boot herself with a seam ripper and wear them with lace top cuff socks. since they were still very functional and she still liked them. I again explained and reiterated the Carousel return policy and that all consignment sales were final, and gave her the example that if someone had returned her consigned coat and it had ripped due to being worn after purchase: she would have already been paid as the Consignor. but Carousel would have no recourse to recoup money.• Her next text disputed the Carousel policy and asked where the policy was posted. I reminded her that it was posted at the cash/wrap desk in the shop and also printed on her receipts. She became very demanding and stated that she was going to come to the shop sometime after 6:00 PM that evening, found her expressions threatening.• Upon advice from counsel. especially in light of feeling physically threatened. I responded with a clear. professional message that she was not receiving a refund, re-stated Carousel's return policy. her consigned coat would be returned. and Carousel is discontinuing business dealings with her. • The texts customer sent next seemed emotional and further made me feel physically uncomfortable (See Attachment H). I did not respond to the texts.• Customer's consigned coat was returned 10 the customer via US Postal Service on September 25, 2015 (See Attachment I).The customer service provided by Carousel was responsive in every way. The boots, which iniliated the course of events described above were used. consigned merchandise and the customer purchased them with full knowledge they were sold "os is". A relationship with the customer was terminated after her texts become threatening and emotional. As of this communication, Carousel has 763 "likes" on our [redacted] page since it was launched in March 2015 and currently have All 5 Star ratings (21 of them). and 100%, 3-minute response rote. Several screen shots areattached (See Attachment K). With regards to disposition, based on the above statements and provided documentation, Carousel has exhibited superior customer service, and has conducted business with the customer within our stated policies. Our position stands that there is no basis for the customer's claim and there is no further action or retribution required on our part.Should you have any questions, you may reach me at the contact information below. Please advise if you need further documentation or information. Thank you for your time.Regards,Susan M S[redacted], Propreitor0: ###-###-####c: ###-###-####[redacted]Attachments