Clotheslines.com

Initial Business Response /* (1000, 14, 2015/09/23) */
Hello [redacted],
I have received your letters and have tried and tried to contact you by phone and have left many messages and I have never received any communication back so I have not been ignoring this issue.
As for the complaint, the...

customer purchased a clothesline with installation so we planned to deliver the clothesline at the time of installation since thats most economical to avoid shipping. However, the two attempts our clothesline installers made were unsuccessful. The first time the clothesline installers wound up stuck in traffic for many hours trying to get to Fremont from San Francisco before finally turning around because traffic was so bad. The 2nd time was a Sunday and I believe it was a Holiday weekend and so our installers wanted to be with their families and not wind up stuck in traffic that day. We offered to do it again on an off time such as the following weekend, but [redacted] was just angry with us instead of understanding what we had to go through. Unfortunately, we can't jut fly over and install.
We were really grateful for [redacted]'s business and absolutely went above and beyond and out of our way to try and get her clothesline installed. Our clothesline installers were so upset about being stuck in traffic for so many hours and not being able to install [redacted]'s clothesline or get any work done. We still incurred many expenses for the clothesline installers, time, gas, planning, etc that saddens my heart why [redacted] would ever file a negative complaint against us when we really were trying our best to serve her. To this day, we have her clothesline set out with her name on it.
At the same time, it really fills me with sorrow because I work tirelessly to serve others and go the extra mile for our customers as we have been doing for nearly 5 years now and I have never received a complaint like this with such utter disrespect for our struggles and this is our first complaint ever. If you visit our website, you'll see lots of rave reviews.
I started this business because I am passionate [redacted] what I do and I love to share my passion [redacted] others and saddens me to be faced with this challenge that we couldn't work out in a timely manner, but I can assure you the only thing that prevented us from installing [redacted]'s clothesline was "Traffic". Even though we incurred many expenses, [redacted] was fully refunded when se requested, however, there was an error in processing her refund as her payment shouldn't have even went through originally since it failed both fraud checks including the address, 5 digit zip, and another one so after we figured this out, the refund had to be processed manually.
We still love [redacted] and really admire that she shares our passion, but I just wish she better acknowledged what we went through. To be honest, it's hard for me to grasp what she is even complaining about because we fully refunded her as she requested and I sent her many emails and followed up with her by phone to make her completely aware of everything whether it was scheduling the installation or following up with her to let her know we couldn't make it.
I am very sorry we couldn't please this customer, but what can we do to make things right? All I was hoping for was that we could work around the challenges and make [redacted] happy.
Kind Regards,
[redacted]
Clotheslines.com
1-800-HANG-DRY
[redacted]@Clotheslines.com
www.clotheslines.com
Initial Consumer Rebuttal /* (3000, 18, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no communication to me on the long weekend about installation or a request to install the following weekend. This company should not offer installation if it is so much trouble for them. The inconvenience of waiting for them and not having them turn up without a call is annoying for anyone!
I did get my money back after a number of emails with the message that I was going to talk to the police because I considered the no shows, for installation without communication from this company (even though I had paid them the money) bordering on theft.