Dear [redacted], We received your complaint today via the Revdex.com. It is critical we both take the time to resolve this once and for all. I am going to be brief as both you and I have spent a lot of time trying to get this fixed. I am sorry that your frustration has built up to the point you...
needed to send this complaint. First and foremost both you and I want a resolve to the situation as quickly and as efficiently as possible. As of 4/27/17 I spent an hour contacting Fedex this morning and they are having a slight delay on their end. They have promised me that the 3rd kitchen sink will be in Edmonton tomorrow and you should see the sink at your door within 48 hours. We are watching it and will make sure they push it to you as quickly as possible. We have provided you the tracking number on April 20th. You may also contact Fedex at any time to make sure you receive it timely. Once you received the latest kitchen sink please review the way it installs in your granite hole and let us know how you would like to proceed with one of the following options: Option #1: You can use either kitchen sink that you have and install properly into the existing sink hole in the countertop. We will refund you 50% of the purchase cost of the sink in the amount of $775.00. Due to the difficulty and cost of shipping back the other sink from Canada, we will let you keep that sink FREE of charge. As you know these sinks cost $1553.00. You are welcome to sell this sink locally on Craigslist as our apology to you for all the trouble we have caused. Option #2: We can rush make a 4th sink for you exactly as previously discussed. We can have this expedited within 2-3 weeks. On April 19th you made it clear you didn’t want to do this, but we thought we would offer it again based on your mentioning it in the complaint. If you would like to do this option, we can start production of the sink immediately. We can also immediately refund the cost of your mural upon your request of option #2. We can have you drop off the two wrong sinks at Fedex and we will pay the full costs to have them sent back. We have already provided the details for you to do this in previous emails. Upon you receiving the 4th final and correct sink and us getting our wrong sinks back, we can refund you an additional $553.00 of the cost of the correct sink. The amount here is less than option one because this option will cost us as estimated $2200.00 in fees to get you taken care of over the cost of a $1553.00 sink. I think these two options are more than satisfactory to show our commitment in getting you taken care of. By the time we have you taken care of we will be an estimated $4000-$5000 in costs and dozens of hours in labor for your invoice which will finalize about $1500.00. That being said we are making a request in return. Either way we would like you to permanently remove your negative reviews from facebook, google, and cancel the case with the Revdex.com. For option #1: We can refund your mural cost immediately. As soon as the reviews are removed we will also refund the $775.00. For Option #2: We can refund your mural cost immediately. As soon as we get the wrong sinks back, you get your new sink, and the reviews have been removed, we will refund you the remaining $553.00. I don’t want, and am not asking for a response to the following information. We don’t need to kick a dead horse but I just hope you can see our side and understand our perspective. Our frustration with you as a client has been based on the lack of communication from you. We struggled to get communication from you for proper installation, mural design on the large moose mural, and returning the sink you didn’t want to keep. In emails we asked Feb 10th, Feb 27th,March 1st, March 2nd, April 14th and twice via phone call to have you return the wrong sink via our cost. Not once did you respond to our request in doing so. On April 18th you made it very clear you had no intentions of returning the wrong sink…yet were demanding a full refund. I don’t know any business who will refund costs without getting the product back. That being said…let’s move on and put this behind us. Which option would you like to proceed with?
Dear [redacted], We received your complaint today via the Revdex.com. It is critical we both take the time to resolve this once and for all. I am going to be brief as both you and I have spent a lot of time trying to get this fixed. I am sorry that your frustration has built up to the point you...
needed to send this complaint. First and foremost both you and I want a resolve to the situation as quickly and as efficiently as possible. As of 4/27/17 I spent an hour contacting Fedex this morning and they are having a slight delay on their end. They have promised me that the 3rd kitchen sink will be in Edmonton tomorrow and you should see the sink at your door within 48 hours. We are watching it and will make sure they push it to you as quickly as possible. We have provided you the tracking number on April 20th. You may also contact Fedex at any time to make sure you receive it timely. Once you received the latest kitchen sink please review the way it installs in your granite hole and let us know how you would like to proceed with one of the following options: Option #1: You can use either kitchen sink that you have and install properly into the existing sink hole in the countertop. We will refund you 50% of the purchase cost of the sink in the amount of $775.00. Due to the difficulty and cost of shipping back the other sink from Canada, we will let you keep that sink FREE of charge. As you know these sinks cost $1553.00. You are welcome to sell this sink locally on Craigslist as our apology to you for all the trouble we have caused. Option #2: We can rush make a 4th sink for you exactly as previously discussed. We can have this expedited within 2-3 weeks. On April 19th you made it clear you didn’t want to do this, but we thought we would offer it again based on your mentioning it in the complaint. If you would like to do this option, we can start production of the sink immediately. We can also immediately refund the cost of your mural upon your request of option #2. We can have you drop off the two wrong sinks at Fedex and we will pay the full costs to have them sent back. We have already provided the details for you to do this in previous emails. Upon you receiving the 4th final and correct sink and us getting our wrong sinks back, we can refund you an additional $553.00 of the cost of the correct sink. The amount here is less than option one because this option will cost us as estimated $2200.00 in fees to get you taken care of over the cost of a $1553.00 sink. I think these two options are more than satisfactory to show our commitment in getting you taken care of. By the time we have you taken care of we will be an estimated $4000-$5000 in costs and dozens of hours in labor for your invoice which will finalize about $1500.00. That being said we are making a request in return. Either way we would like you to permanently remove your negative reviews from facebook, google, and cancel the case with the Revdex.com. For option #1: We can refund your mural cost immediately. As soon as the reviews are removed we will also refund the $775.00. For Option #2: We can refund your mural cost immediately. As soon as we get the wrong sinks back, you get your new sink, and the reviews have been removed, we will refund you the remaining $553.00. I don’t want, and am not asking for a response to the following information. We don’t need to kick a dead horse but I just hope you can see our side and understand our perspective. Our frustration with you as a client has been based on the lack of communication from you. We struggled to get communication from you for proper installation, mural design on the large moose mural, and returning the sink you didn’t want to keep. In emails we asked Feb 10th, Feb 27th,March 1st, March 2nd, April 14th and twice via phone call to have you return the wrong sink via our cost. Not once did you respond to our request in doing so. On April 18th you made it very clear you had no intentions of returning the wrong sink…yet were demanding a full refund. I don’t know any business who will refund costs without getting the product back. That being said…let’s move on and put this behind us. Which option would you like to proceed with?