Cutter's Choice East Inc

Review: My husband purchased what he thought was going to be a dependable product and it turned out to be junk. We were told by several people that they are a professional company and they are really easy to work with if a product does not work out. My husband had to return some chain and a couple of bars back to them. I ( his wife ) called ahead of time to explain what we wanted to do and that the product was used and he was very dissatisfied with the product. The customer service representative [redacted] told me that we could send the product back for a refund. I filled out the paperwork that was required and my husband received an email as of where he wanted the money refunded to. I called and told them back on the credit card. I spoke with [redacted] again, who was extremely rude and unbearable to speak with. He also said that the paperwork that I personally packed in the return package was not there. I politely requested his manager who was ever more unbearable. Her name is [redacted] and she, the manager hung up on me after repeatedly talking badly about my husband and the product that was sent back, only after I got the ok to send it back. This company does not stand by their word or their product. They are very rude and have very ill mannerism.Desired Settlement: I just want them to stand by their word to refund my husband back something. If not the full refund , then at least a partial refund for all of the ill mannerism and unprofessionalism that I had to put up with.

Business

Response:

This letter is in response to the above complaint number that we received from you. We received a return package back from the customer with no paperwork enclosed. I have enclosed a copy of our return form for your reference. The customer claims that she included the return form with her package. Because we were not sure how the customer wanted this return handled, we called them and left a message. The wife called back on September 10, 2013 and spoke with our customer service representative, [redacted]:. [redacted] has over 35 years of experience working with chain saws and our parts. After inspecting the returned chainsaw bars, it was determined that they were used improperly. [redacted] tried to explain this to the wife who was very difficult to talk to and would not listen to his explanation. She asked to speak with the manager ([redacted]/Office Manager). After speaking with [redacted], she stated that this woman was very difficult to talk to. The customer states in her complaint that [redacted] was rude and hung up on her. Per [redacted], the end of the conversation was "I will refund you for the parts you returned. Thank you for calling. Goodbye". If the woman was still talking and "[redacted] hung up on her", she was not aware of it. [redacted] also claims that she did not "speak badly" about her husband. A refund of $355.99 was issued to their credit card on September 10, 2013 at 4:26pm. I think you will find |hat we refunded their credit card promptly which is what the customer requested in their "Desired Settlement". A couple of notes: 1. The customer improperly ordered and used two Stihl chainsaw bar on a Husqvarna chainsaw. The order was placed through our website and a customer service representative from our office was not consulted prior to ordering. As a result of using the incorrect chainsaw bar, the oil holes on the bar did not line up; were clogged; and burnt the bars. 2. The customer stated that a return form was included with their return order but it was not in the box when we opened it. 3. I have worked here for 23 years, and as president, I can remember getting involved in only 1 or 2 customer disputes that one of our customer service representatives couldn't handle. This speaks volumes of our excellent customer service. 4. We have been in business for over 50 years and have never been reported to the Revdex.com. Again, this speaks of our fair and friendly way of doing business. 5. We refunded this customer over and above what was fair. The 2 chainsaw bars were refunded after they were improperly used. We refunded $45.00 in return shipping when our return policy clearly states that we will not refund for Insured or Certified Mail. The original package sent to the customer cost us $27.99 to ship to them (shipping was free). The postage on the return package was $45.00 (which we refunded to the customer) although that is not our policy. 6. We have been in business for over 50 years. We sell quality parts and strive to provide excellent customer service. We have over 40,000 customers all over the United States. I doubt we could be in business this long or have this many customers if we "sell junk" like this customer's complaint states. Thank you. Vice President