Concrete Texturing, Tool & Supply

5/20/14Dear [redacted] ,I have read the complaint we received from your firm in regards to [redacted] being unhappy with being charged a restocking fee for materials returned The nature of the complaint states, Sales Issues - A sales presentation that did not disclose complete pricing informationI disagree with the fact [redacted] states that there was no indication of a return fee being imposed on returned goodsWe have signage on our sales counter (in the same exact spot [redacted] completed his order with our sales staff) that informs the customer about a returned goods and a restocking feePlease see enclosed photo with this correspondenceOur terms and conditions of sale are also printed on the rear of evey customer invoice that leaves our facilityThe terms and conditions of sale clearly informs the consumer about a restocking fee on their invoice, as well as time frame of return, condition of products being returned, ectI will attached a copy of our companies terms and conditions of sale for your review.On the day [redacted] came into our facility 4-11-14, he required an excessive amount of time from individuals in our sales department and desired to learn as much about the concrete repair installation process as possibleOur sales staff showed [redacted] photos and video clips of how a proper concrete repair should be completedThis entailed educating [redacted] on the surface preparation techniques needed for a successful repair and also the mixing and application techniques needed to be performed with the repair material he purchasedOnce [redacted] was satisfied with the repair procedure, he purchased the products and some application equipment to apply the materials he purchased[redacted] returned the material approximately a week later and was informed we normally issue a "In Store Credit" for all returned items [redacted] stated he would never be able to use the credit and insisted on a refund, we informed him we will provide him the refund requested however a 15% restocking fee would be imposed on the returned productA credit was issued to [redacted] on 4/28/for via [redacted] and also Check number [redacted] was provided to [redacted] for the cash portion of his purchase for The restocking fee helps our business recoup the cost of doing business when customers change there mind and we have already gone through the exercise of educating them about concrete and the repair procedure [redacted] stated he could of hired someone to repair his property for a similar cost of him doing it himself.That is a very possible and realistic cost of performing a job of this natureWhen the application equipment [redacted] purchased to do the job himself was alone besides the cost of materials to perform the JobI would expect a job of this nature to take about a day to completeThe could very well be the daily cost of labor for one man to perform the job [redacted] desired.I do not dispute the fact [redacted] could of had the job completed for the cost of his invoice amountIt is not our companies concern about the fact [redacted] would of had to purchase application equipment to perform this job himselfWith [redacted] hiring out someone to perform the job, I am pretty sure most installers would not charge [redacted] for the application equipment to install his materialsHowever on the same token, we should not be required to educate [redacted] or any individual on the installation process needed to do repairs of this natureHave our sales staff devote whatever time needed to satisfy the customer requirement, then have our warehouse staff pull the product from storage racks and bring to [redacted] s vehicleOnce the product is returned (due to a change of mind on [redacted] behalf) we went through all the cost of doing business, without actually doing the businessThat is why we have the restocking fee and it was imposed on [redacted] s saleIn reality if this sale was returned due to a defective product related reason we would of provided [redacted] a complete refund with no questions asked [redacted] s return was nothing more than just a change of mind and these factors below are all valid.1.Return Policy is framed on our service counter.2.Product was returned actually by [redacted] s father, [redacted] Sr was informed of our companies restocking fee policy upon return of product[redacted] called our office after his father returned the materials and was unhappy about our company return policyThe cost of our restocking fee being imposed would not allow him to have the project completed for the same cost as his original invoices.We provided [redacted] the cash refund in lieu of an in store credit as company policy, we never agreed to providing him the cash refund and waving our restocking fee to accommodate him[redacted] could of hired someone to perform his project before he purchased the products to complete his repair work on his ownThis would of eliminated any issue.4.We are reasonable with all our customers and [redacted] is no exceptionThe company return policy was created to protect consumers and our business equally.Thank you for taking the time to review this information and please feel free to contact me if any additional information is needed

5/20/14Dear [redacted],I have read the complaint we received from your firm in regards to [redacted] being unhappy with being charged a restocking fee for materials returned....

The nature of the complaint states, Sales Issues - A sales presentation that did not disclose complete pricing information. I disagree with the fact [redacted] states that there was no indication of a return fee being imposed on returned goods. We have signage on our sales counter (in the same exact spot [redacted] completed his order with our sales staff) that informs the customer about a returned goods and a restocking fee. Please see enclosed photo with this correspondence. Our terms and conditions of sale are also printed on the rear of evey customer invoice that leaves our facility. The terms and conditions of sale clearly informs the consumer about a restocking fee on their invoice, as well as time frame of return, condition of products being returned, ect. I will attached a copy of our companies terms and conditions of sale for your review.On the day [redacted] came into our facility 4-11-14, he required an excessive amount of time from 3 individuals in our sales department and desired to learn as much about the concrete repair installation process as possible. Our sales staff showed [redacted] photos and video clips of how a proper concrete repair should be completed. This entailed educating [redacted] on the surface preparation techniques needed for a successful repair and also the mixing and application techniques needed to be performed with the repair material he purchased. Once [redacted] was satisfied with the repair procedure, he purchased the products and some application equipment to apply the materials he purchased.[redacted] returned the material approximately a week later and was informed we normally issue a "In Store Credit" for all returned items. [redacted] stated he would never be able to use the credit and insisted on a refund, we informed him we will provide him the refund requested however a 15% restocking fee would be imposed on the returned product. A credit was issued to [redacted] on 4/28/14 for 675.67 via [redacted] and also Check number [redacted] was provided to [redacted] for the cash portion of his purchase for 25.23. The restocking fee helps our business recoup the cost of doing business when customers change there mind and we have already gone through the exercise of educating them about concrete and the repair procedure. [redacted] stated he could of hired someone to repair his property for a similar cost of him doing it himself.That is a very possible and realistic cost of performing a job of this nature. When the application equipment [redacted] purchased to do the job himself was 125.95 alone besides the cost of materials to perform the Job. I would expect a job of this nature to take about a day to complete. The 125.95 could very well be the daily cost of labor for one man to perform the job [redacted] desired.I do not dispute the fact [redacted] could of had the job completed for the cost of his invoice amount. It is not our companies concern about the fact [redacted] would of had to purchase application equipment to perform this job himself. With [redacted] hiring out someone to perform the job, I am pretty sure most installers would not charge [redacted] for the application equipment to install his materials. However on the same token, we should not be required to educate [redacted] or any individual on the installation process needed to do repairs of this nature. Have our sales staff devote whatever time needed to satisfy the customer requirement, then have our warehouse staff pull the product from storage racks and bring to [redacted]s vehicle. Once the product is returned (due to a change of mind on [redacted] behalf) we went through all the cost of doing business, without actually doing the business. That is why we have the restocking fee and it was imposed on [redacted]s sale. In reality if this sale was returned due to a defective product related reason we would of provided [redacted] a complete refund with no questions asked. [redacted]s return was nothing more than just a change of mind and these factors below are all valid.1.Return Policy is framed on our service counter.2.Product was returned actually by [redacted]s father, [redacted] Sr was informed of our companies restocking fee policy upon return of product.3.[redacted] called our office after his father returned the materials and was unhappy about our company return policy. The cost of our restocking fee being imposed would not allow him to have the project completed for the same cost as his original invoices.We provided [redacted] the cash refund in lieu of an in store credit as normal company policy, we never agreed to providing him the cash refund and waving our restocking fee to accommodate him.3.[redacted] could of hired someone to perform his project before he purchased the products to complete his repair work on his own. This would of eliminated any issue.4.We are reasonable with all our customers and [redacted] is no exception. The company return policy was created to protect consumers and our business equally.Thank you for taking the time to review this information and please feel free to contact me if any additional information is needed.

Review: purchased 795 dollars worth of product based on there professional opinion, when I returned home with the products realized that I could hire someone for the same price to do it for me. I returned the products unopened and unused two days later and i'm being told there is a 15% restocking fee of 120 dollars just to return the items.. On the original receipt there is no clause, it was never told to me when I was purchasing the products and there was also no clearly marks of any kind.. When making such a purchse information like return policy I would think should be disclosed are in writing.Desired Settlement: to get my full refund on my [redacted] card

Business

Response: