In yesterday afternoon's mail (8-25-15) I received your letter advising of complaint # [redacted] however on the morning of same 8-25-prior to recieving this letter I indeed phoned Mr [redacted] letting him know the final two components had arrived and I would gladly deliver them to his project rather than him making a trip over to pick them up...he lives at the same address of [redacted] whom is the signed complaint contact Also [redacted] is the owner of [redacted] 's Contracting whom we have fulfilled projects for him since the year of to present and had a very good business relationship with him/ his contracting company....this order placement to the complaint in question is for a project at their own personal shared residence of [redacted] **Same address that I've had on file with [redacted] 's Contracting for the years doing business with him So...not knowing about this complaint yesterday morning I took ***'s directive of now amending his order to lesser merchandise...as he now only wants to purchase TWO of the THREE decorative components These are special order items for a very unique fireplace to which I cannot now return to the mfg and I am out the cost [redacted] directed me to cut a check for the refund of that third piece payable to *** He stated that he could no longer use this third piece because he went forward with having stone installed to the firebox and now this arched trim surround not wanted So indeed I took his directive, packed up the two units in my car and even took the refund check with me of $check #3606...upon arrival the gates were locked...I called [redacted] on his cell, he said leave at the gate and put check in the "Incoming" slot at his brick security mail box All completed....however upon pulling out of the parking lot to make this delivery I checked the mail and found out this complaint filed??? So as I was there hoping to speak with [redacted] or [redacted] about this they did not come to the locked gate and just told me to leave the mds & money .....As noted above I followed thru with ***'s directive from the morning when I had no prior knowledge of this Revdex.com complaint! The complaint is not accurate on several facts and [redacted] omitted information as well The order date was July 22, and NOT "early July" as stated in the complaint The order consisted of a fireplace, gas burner, gas logs and an optional special order decorative trim facing kit comprised of three components since [redacted] & [redacted] ( [redacted] 's Contracting) have been good satisfied repeat customer's I threw in FREE upgrades of nicest logs that [redacted] wanted a FREE decorative set of Pine cones and honored an in store contractor discount to the entire order of So in summary the July 22nd order of $3, reflected $+ $tax = $300.53> in discounts!! The order arrived to my store with all fireplace and gas log components business days later and [redacted] picked up on the 5th business day of 7-29-At the time of his pick up we again discussed these components of decorative trim kit which are special order items posted by the mfg as 7-business daysThe route truck from this mfg comes out of Paris Ky and usually on a Wed weekly...but they do sometimes change to a different day of the week The following week on 8-5- [redacted] called me early morning, I returned his call when truck arrived that afternoon and told him ONE of the three components arrived and the remaining two on back order.....This is when [redacted] became involvedRepeated calls to which I would answer and follow back up with the information being supplied to me by the mfg[redacted] was so demanding and loud as she accused me of being a liar and suggested I did not know how to run a business...on and on and on...these were not conversations but just [redacted] having a fit with me to something I just simply could not control "Back Order" from a mfg are just not something I can stop I finally suggested to her that she should call the mfg directly herself in an effort to calm her down to stop accusing me of bad business and being a liar to her!! I provided her with the 1-number and all contact extension numbers and name to save her any run around on the phone...both verbally and in a text to [redacted] & [redacted] I provided this info She refused to call the mfg herself??? Instead she just continued to chew me out , I even laid the phone down for awhile as it wasn't a conversation it was just her venting and demanding at one point that I deliver this "TONIGHT" ....but I don't have the parts? I can't ? And YES if finally overwhelmed by her I very LOUDLY abrupted into the reciever with a GOD *Word Rejected [redacted] IT STOP ***! Then ask her in tone "please let me speak and stop calling me a liar"......She said "Your going to [redacted] for that one Missy"....my name is Gail not Missy and I'm likely old enough to be her mother! That was indeed on Aug 20th in the afternoon and she apparently filed this complaint with you within minutes of that ugly phone call In conclusion as I have done in writing text to [redacted] & [redacted] minutes after my telephone outburst, telephoned verbally to [redacted] and in writing again yesterday on the Credit memo document with ***s refund check delivered to her home......I have apologized in all three of those manors to my loss of temper to her verbal badgering YES these special order decorative facing components indeed arrive on 8-25-ordered here at my store pm on 7-22-which was BUSINESS DAYS after their order and went tardy beyond the mfg quoting of 7-business daysDAYS LATE The customers have received free merchandise, courtesy delivery and a full refund on an expensive trim item my store has NEVER sold to another customer and I cannot return to the mfg This type of tardy is surely frustrating for a customer and I have no right to minimize their frustration as I too was equally frustratedBut again [redacted] is a home & remodeling contractor and [redacted] a realtor...this type of delay did NOT deserve these abusive rude phone calls from [redacted] NOR did it warrant a Revdex.com complaint ! Shucks a frieght damage could have caused a day tardy...any number of reasonable factors in doing business can cause a day tardy on special order items This Revdex.com complaint was just trigger happy on the customer's personality behalf in my opinion [redacted] and [redacted] have done business with us for years and projects....THEY WERE NOT BEING DEFRAUDED and I am more than insulted to think of the service I have provided to them since that a day tardy trim piece on a fireplace took [redacted] to this extreme! To my knowledge [redacted] is satisfied now, she has all merchandise that she chose to keep, I refunded for item NOT chosen to keep My husband and I are very proud business owner's maintaining an A+ Revdex.com rating and an enjoyable little business here in the community in which we liveI respectfully request this customer's outburst and bogus complaint to be removed from any recording to our Revdex.com account Thank You very much Sincerely, [redacted] Churchman Stone & Stove Inc Eastview, Ky store ###-###-####
In yesterday afternoon's mail (8-25-15) I received your letter advising of complaint # [redacted] however on the morning of same 8-25-prior to recieving this letter I indeed phoned Mr [redacted] letting him know the final two components had arrived and I would gladly deliver them to his project rather than him making a trip over to pick them up...he lives at the same address of [redacted] whom is the signed complaint contact Also [redacted] is the owner of [redacted] 's Contracting whom we have fulfilled projects for him since the year of to present and had a very good business relationship with him/ his contracting company....this order placement to the complaint in question is for a project at their own personal shared residence of [redacted] **Same address that I've had on file with [redacted] 's Contracting for the years doing business with him So...not knowing about this complaint yesterday morning I took ***'s directive of now amending his order to lesser merchandise...as he now only wants to purchase TWO of the THREE decorative components These are special order items for a very unique fireplace to which I cannot now return to the mfg and I am out the cost [redacted] directed me to cut a check for the refund of that third piece payable to *** He stated that he could no longer use this third piece because he went forward with having stone installed to the firebox and now this arched trim surround not wanted So indeed I took his directive, packed up the two units in my car and even took the refund check with me of $check #3606...upon arrival the gates were locked...I called [redacted] on his cell, he said leave at the gate and put check in the "Incoming" slot at his brick security mail box All completed....however upon pulling out of the parking lot to make this delivery I checked the mail and found out this complaint filed??? So as I was there hoping to speak with [redacted] or [redacted] about this they did not come to the locked gate and just told me to leave the mds & money .....As noted above I followed thru with ***'s directive from the morning when I had no prior knowledge of this Revdex.com complaint! The complaint is not accurate on several facts and [redacted] omitted information as well The order date was July 22, and NOT "early July" as stated in the complaint The order consisted of a fireplace, gas burner, gas logs and an optional special order decorative trim facing kit comprised of three components since [redacted] & [redacted] ( [redacted] 's Contracting) have been good satisfied repeat customer's I threw in FREE upgrades of nicest logs that [redacted] wanted a FREE decorative set of Pine cones and honored an in store contractor discount to the entire order of So in summary the July 22nd order of $3, reflected $+ $tax = $300.53> in discounts!! The order arrived to my store with all fireplace and gas log components business days later and [redacted] picked up on the 5th business day of 7-29-At the time of his pick up we again discussed these components of decorative trim kit which are special order items posted by the mfg as 7-business daysThe route truck from this mfg comes out of Paris Ky and usually on a Wed weekly...but they do sometimes change to a different day of the week The following week on 8-5- [redacted] called me early morning, I returned his call when truck arrived that afternoon and told him ONE of the three components arrived and the remaining two on back order.....This is when [redacted] became involvedRepeated calls to which I would answer and follow back up with the information being supplied to me by the mfg[redacted] was so demanding and loud as she accused me of being a liar and suggested I did not know how to run a business...on and on and on...these were not conversations but just [redacted] having a fit with me to something I just simply could not control "Back Order" from a mfg are just not something I can stop I finally suggested to her that she should call the mfg directly herself in an effort to calm her down to stop accusing me of bad business and being a liar to her!! I provided her with the 1-number and all contact extension numbers and name to save her any run around on the phone...both verbally and in a text to [redacted] & [redacted] I provided this info She refused to call the mfg herself??? Instead she just continued to chew me out , I even laid the phone down for awhile as it wasn't a conversation it was just her venting and demanding at one point that I deliver this "TONIGHT" ....but I don't have the parts? I can't ? And YES if finally overwhelmed by her I very LOUDLY abrupted into the reciever with a GOD *Word Rejected [redacted] IT STOP ***! Then ask her in tone "please let me speak and stop calling me a liar"......She said "Your going to [redacted] for that one Missy"....my name is Gail not Missy and I'm likely old enough to be her mother! That was indeed on Aug 20th in the afternoon and she apparently filed this complaint with you within minutes of that ugly phone call In conclusion as I have done in writing text to [redacted] & [redacted] minutes after my telephone outburst, telephoned verbally to [redacted] and in writing again yesterday on the Credit memo document with ***s refund check delivered to her home......I have apologized in all three of those manors to my loss of temper to her verbal badgering YES these special order decorative facing components indeed arrive on 8-25-ordered here at my store pm on 7-22-which was BUSINESS DAYS after their order and went tardy beyond the mfg quoting of 7-business daysDAYS LATE The customers have received free merchandise, courtesy delivery and a full refund on an expensive trim item my store has NEVER sold to another customer and I cannot return to the mfg This type of tardy is surely frustrating for a customer and I have no right to minimize their frustration as I too was equally frustratedBut again [redacted] is a home & remodeling contractor and [redacted] a realtor...this type of delay did NOT deserve these abusive rude phone calls from [redacted] NOR did it warrant a Revdex.com complaint ! Shucks a frieght damage could have caused a day tardy...any number of reasonable factors in doing business can cause a day tardy on special order items This Revdex.com complaint was just trigger happy on the customer's personality behalf in my opinion [redacted] and [redacted] have done business with us for years and projects....THEY WERE NOT BEING DEFRAUDED and I am more than insulted to think of the service I have provided to them since that a day tardy trim piece on a fireplace took [redacted] to this extreme! To my knowledge [redacted] is satisfied now, she has all merchandise that she chose to keep, I refunded for item NOT chosen to keep My husband and I are very proud business owner's maintaining an A+ Revdex.com rating and an enjoyable little business here in the community in which we liveI respectfully request this customer's outburst and bogus complaint to be removed from any recording to our Revdex.com account Thank You very much Sincerely, [redacted] Churchman Stone & Stove Inc Eastview, Ky store ###-###-####