Designs by Heather

This is responding to the 2nd letterCustomer was originally offered the lamp on display This lamp could be easily disassembled into pieces that could fit in any car Customer was Never overcharged for her lamp My employee did write the wrong price down but changed it before customer paid We Never said a refund would be given or that we thought it was done We did write on her ticket at the customers request that she had dropped her lamp off for us to look at I'm not going to try and correct the count on visits to our store But they are overstated I apologize for any inconvenience but once again state that both lamps are in 100% new condition The 1st lamp had nothing wrong with it Customer apparently had a problem assembling it which is understandable That is why we try to help by giving them assembled We have assembled lamps for this customerIf she would just speak to us we would love to help her out I'm not sure where she lives but if she thinks the lamp wouldn't fit maybe we could drop it off for her if she would just communicate with us I feel like there has been some misunderstanding of what we told her Which is why I tried to reach out to her I left her a detailed message and never heard back from her Our policy on refunds hasn't changed unfortunately but we still stand ready to assist in any way we can

Idk why but when I reject the response it never let's me put in whyI have no ideal what the owner is talking about he was Never in the store wen all this was goning on so how can he tell me what was said and what the issue wasHe keeps saying he could assembl the lamp and it was fixed however assembling wasn't the issue the light stem was broken and it wouldn't even turn onWhen I first took it back the Manager kept me in the store 2o minutes trying to fix it couldn't went and got me another one from the back still n the box Took it home same issue the steam was broken the manager told me himself the shipment must have came n damaged didn't have anymore and told me to leave it and would issue the refund but had to wait on the owner to run it throughAs I stated the owner was never there and I have a witness that was there with me when the manager assured me everything would be taking care ofAll I want is my refund as agreed and stated by management

Customer did purchase a floor lamp in my store She was never offered a refund per our policy The lamp was on sale for $ My sales rep did make a mistake and originally had written the ticket for plus tax He changed that before the customer was ever charged
We normally like to give the customer the lamp from display and then build a replacement for our floor This is just to make it easier for the customer so they do not have to worry about building the lamp Mrsxxxxxx wanted her lamp in the box We went to the back and retrieved one in the box for her She returned this lamp stating it was broken We went and got another one from stock My manager offered to build this one on the spot and load it for her Customer refused this service and took lamp home in the box I came in the next morning and was informed of all going on I looked at the original lamp that went home with the customer and we built it There was no defect at all in this lamp It looked as if the customer was cross threading it as it was being built at her home When she called about the second lamp having a broken plastic stem switch(which my manager offered to replace) customer didnt want the lamp and requested to speak to someone over the manager I as an owner usually dont call the customers, but I made an exception in this case There was no answer so I left a detailed message on her voice mail The customers options have always been the same: Take the actual lamp she purchased Take the first lamp she took home and had a problem building(which is on my floor in perfect condition) Take the second lamp she took home(which is on my floor in perfect condition) come back in and use her credit on anything in our store We have a stated policy on the wall and our ticket that clearly states no refunds all sales are final This will never leave a customer stuck with a defected item We will bend over backwards to make anything right if a customer has a problem So while we will not issue a refund per our stated policy We would love to give this customer what she purchased in perfect condition to enjoy for many years If she has any questions she is welcome to come in or just stop in and pick up the lamp she originally purchasedAgain the first lamp was not defective just a problem assembling by the customer Which is perfectly understandableWhich is why we try to send them assembled

This is responding to the 2nd letter. Customer was originally offered the lamp on display.  This lamp could be easily disassembled into 2 pieces that could fit in any car.  Customer was Never overcharged for her lamp.  My employee did write the wrong price down but changed it before customer paid.  We Never said a refund would be given or that we thought it was done.  We did write on her ticket at the customers request that she had dropped her lamp off for us to look at.  I'm not going to try and correct the count on visits to our store.  But they are overstated.  I apologize for any inconvenience but once again state that both lamps are in 100% new condition.  The 1st lamp had nothing wrong with it.  Customer apparently had a problem assembling it which is understandable.  That is why we try to help by giving them assembled.  We have assembled 2 lamps for this customer. If she would just speak to us we would love to help her out.  I'm not sure where she lives but if she thinks the lamp wouldn't fit maybe we could drop it off for her if she would just communicate with us.  I feel like there has been some misunderstanding of what we told her.  Which is why I tried to reach out to her.  I left her a detailed message and never heard back from her.    Our policy on refunds hasn't changed unfortunately but we still stand ready to assist in any way we can.

Idk why but when I reject the response it never let's me put in why. I have no ideal what the owner is talking  about he was Never in the store wen all this was goning on so how can he tell me what was said and what the issue was. He keeps saying he could assembl the lamp and it was fixed however  assembling wasn't the issue the light stem was broken and it wouldn't  even turn on. When I first took it back the Manager kept me in the store 2o minutes  trying to fix it couldn't  went and got me another  one from the back still n the box . Took it home same issue the steam  was broken the manager told me himself the shipment  must have came n damaged didn't have anymore and told me to leave it and would issue the refund  but had to wait on the owner to run it through. As I stated the owner was never there and I have a witness that was there  with me when the manager  assured me everything  would be taking care of. All I want is my refund as agreed and stated by management.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

I would like to reject response to company. I was never offered a display item, and would not have accepted a display, due to it being a displayed  item and customers using it.  As I stated the 1st lamp I was overcharged and was not the lamp I purchased not to mention it was broken. The next [redacted]e I went back in got the correct lamp but the turn switch  was broken, same as before. I had already made 6 trips to the store for the same  lamp, Huge inconvenience because  I live no where  near  this store. He never offered  to  put the lamp together  I have a small ford car there is no way a six ft lamp would fit in my car. Even if I was offered.  I was never offered anything for my inconvenience of comming back to the store  6 [redacted]es. and I told the Manager I wanted a refund, because I was no happy with the service and product was broken when it was taken out of the box. He apologized and stated to leave the merchandise and owner  would  issue  the refund when he returned to the store. Called  serval [redacted]es management  told me he thought  refund was done, however  owner was not  in he would have him call. Never received  a call and still have not received my credit. The manager  ** [redacted]  assured me a refund would be issued I have a witness and a sign receipt saying return  cr for lamp broken  switch. I never spoke to the  owner,  however  the Manger of the store which is 2nd on command  said I would receive  a refund. I have no desire to shop at this business for anything now or in the  future.  I would like to receive  my full refund and have no more dealings  with them. Not only was the merchandise broken the inconvenience of returning  6 [redacted]es, and the service  I received the manager or management does nor stand by what they say.