City Liquidators

It had come to my attention that some of the merchandise delivered to the customer was damaged. I believe my staff offered to replace the damaged items with a new set but the customer refused. This is understandable after wasting the customers time. There were a few different individuals involved...

including a new employee regarding this customer. Once I got involved to solve the problem I understood that the customer wanted a refund as stated in her email. We agreed to the refund of the total amount including the delivery cost. At this point we have attempted to pick up and attempted to schedule pick up date multiple times. The first attempt to pick up the furniture the customer was unavailable due to a meeting as stated in her email. I was contacted again by email January 9th asking me to pick up the merchandise that day. Our deliveries were already out for the day I informed the customer that it could be done Wednesday the 11th or Friday the 13th. At this point the customer told me that she would be available only Saturday the 14th or Sunday the 15th between 9-12. We planned for her to be the first pickup Saturday morning the 14th. As you know we had record snow in Portland that started that week. The morning of the 14th we decided that it was too dangerous to drive our trucks in the neighborhoods of Portland for deliveries. I communicated this to the customer on the phone to which she agreed that it was best to be safe. At noon I sent our drivers to her house anyway Hoping that we could accomplish this. My drivers informed me during their attempt that the streets on the west side where the customer is located were too dangerous to make it to their home in our large delivery truck. The customer was not happy but there is not much I can do about the snow. Sunday the service that does our deliveries did no deliveries at all. Since then I have tried to contact the customer by phone and email. I would like to schedule the pickup and process the refund immediately after receiving the merchandise back. I understand the customer is out of town often but I can be reached at 5032381367 to expedite the process whenever the customer becomes available. My last two attempts to contact the customer was January 21 and 27 to schedule a weekend pickup. I have had no response from the customer since January 14th. We are willing to pickup and refund immediately but this cannot be done without communication and the customers availability. Please advise.
Zach

We want to first apologize for this mishap. We do not operate our business like this, but unfortunately there was a gap in communication between us and the factory that led up to the delay in the return of the repaired Sofa sleeper. When the customer informed us of the bad mechanism, we picked up...

the sofa from the customer and then returned it to the manufacturers factory. Due to the snow, the factory got behind in repairing the sleeper. Once it was returned to us from the factory, our warehouse didn't communicate with the salesmen that it had been returned and was ready to be re-delivered. This was our error in communication. Once we found out we did in fact have it back and repaired, we called the customer to schedule the delivery and the husband refused the delivery and stated he was going to talk to his Attorney about this. At this point, we are going to refund the customer 100% for the purchase, including the delivery fee and stair fee. The total refund of $988.00 (Sofa sleeper $899.00, delivery $69.00 and stairs $20.00) will be mailed out tomorrow in form of check to the address provided by the customer on [redacted]. Again, we apologize for the mistake.