From: ***Date: Mon, May 11, at 2:PMSubject: Complaint ***To: ***Good Afternoon, Enclosed is our response to the complaint that was filed by *** *** on May 4, 2105. We made arrangements to deliver *** ***s top on April
24, 2015. After bringing the top into her home, she informed our employee that the top was incorrect and she was refusing delivery. He instructed *** *** to contact our office. She called and stated that she was unhappy with the top and that she was refusing delivery. She was told that the owner, Bill K***, had left for the afternoon and would be contacting her. The employee at that point was instructed to bring the top back. MrK*** contacted her on Monday April 27th in an effort to rectify the situation. We offered different solutions, all of which were not acceptable. We fabricated the exact same product that *** *** saw in our showroom. I have attached a couple of photos of the top in our showroom with the top in question along side it. Also I have attached a copy of the order that was written up and a copy of our in house Sales Order, all that show only a $delivery fee. We feel that we have produced what *** *** ordered and are willing to work with her to make her happy, but that the financial burden to do so should not be solely ours. Thank you,Monica M*** Crystal Illusions, IncRichmond RoadBedford Heights, Ohio 44146(216) 292-***(216) 292-*** Fax
From: [redacted]Date: Mon, May 18, 2015 at 3:00 PMSubject: Re: Complaint [redacted]To: [redacted]
Good Afternoon [redacted],
Enclosed is our response.
As the individual that spoke to [redacted] when the delivery person was at her home, she told me that she "did not want the top and that it was not what she ordered". I told her we would bring it back. So yes, she did refuse delivery of the top. In attempt to rectify the situation, we offered to fabricate a new top utilizing a different type of glass that has less of a green cast and more of a clear/blue cast. This product is 30% more in cost. We offered to use the deposit she had given towards the new top and not charge her for the top in question. We reiterated to her that the new product would not be crystal clear and that there would be a tint to the glass. [redacted] has acrylic bases that are crystal clear and any glass top that we fabricate is going to cast a tint next to those. That is where the "no guarantee" statement comes in. Our offer is either the first solution we offered to [redacted] or to refund her $400. The balance of her deposit is to cover the costs involved with raw material and the 1 hour trip to deliver the top.
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I would like to have a full refund since the product was not what I ordered I can live with the offer. Please let me know when I can expect the refund.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.There were several errors in the response from Crystal Illusions. First, I did not refuse delivery, I called the office and asked what I should do about the glass being incorrect and they said to have it brought back to them. Second, the owner did not initiate contact with me on 4/27 or any other time despite several call, third, there was only 1 solution offered to me which was to pay more money and have no guarantee that the product would be right. I have never received a copy of any sales order, all contact with Crystal Illusions were conducted verbally by phone. Again, I would reiterate that they have more than $500.00 from me and I do not have a table top.
Regards,
[redacted]
From: ***Date: Mon, May 11, at 2:PMSubject: Complaint ***To: ***Good Afternoon, Enclosed is our response to the complaint that was filed by *** *** on May 4, 2105. We made arrangements to deliver *** ***s top on April
24, 2015. After bringing the top into her home, she informed our employee that the top was incorrect and she was refusing delivery. He instructed *** *** to contact our office. She called and stated that she was unhappy with the top and that she was refusing delivery. She was told that the owner, Bill K***, had left for the afternoon and would be contacting her. The employee at that point was instructed to bring the top back. MrK*** contacted her on Monday April 27th in an effort to rectify the situation. We offered different solutions, all of which were not acceptable. We fabricated the exact same product that *** *** saw in our showroom. I have attached a couple of photos of the top in our showroom with the top in question along side it. Also I have attached a copy of the order that was written up and a copy of our in house Sales Order, all that show only a $delivery fee. We feel that we have produced what *** *** ordered and are willing to work with her to make her happy, but that the financial burden to do so should not be solely ours. Thank you,Monica M*** Crystal Illusions, IncRichmond RoadBedford Heights, Ohio 44146(216) 292-***(216) 292-*** Fax
From: [redacted]Date: Mon, May 18, 2015 at 3:00 PMSubject: Re: Complaint [redacted]To: [redacted]
Good Afternoon [redacted],
Enclosed is our response.
As the individual that spoke to [redacted] when the delivery person was at her home, she told me that she "did not want the top and that it was not what she ordered". I told her we would bring it back. So yes, she did refuse delivery of the top. In attempt to rectify the situation, we offered to fabricate a new top utilizing a different type of glass that has less of a green cast and more of a clear/blue cast. This product is 30% more in cost. We offered to use the deposit she had given towards the new top and not charge her for the top in question. We reiterated to her that the new product would not be crystal clear and that there would be a tint to the glass. [redacted] has acrylic bases that are crystal clear and any glass top that we fabricate is going to cast a tint next to those. That is where the "no guarantee" statement comes in. Our offer is either the first solution we offered to [redacted] or to refund her $400. The balance of her deposit is to cover the costs involved with raw material and the 1 hour trip to deliver the top.
Thank you,
Monica M[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I would like to have a full refund since the product was not what I ordered I can live with the offer. Please let me know when I can expect the refund.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.There were several errors in the response from Crystal Illusions. First, I did not refuse delivery, I called the office and asked what I should do about the glass being incorrect and they said to have it brought back to them. Second, the owner did not initiate contact with me on 4/27 or any other time despite several call, third, there was only 1 solution offered to me which was to pay more money and have no guarantee that the product would be right. I have never received a copy of any sales order, all contact with Crystal Illusions were conducted verbally by phone. Again, I would reiterate that they have more than $500.00 from me and I do not have a table top.
Regards,
[redacted]