Diamond Fire Glass Inc

My name is *** ***, I am the president of Diamond Fire Glass.On January 10th my employee *** explained to me that we had received a call from a customer who was requesting to return her product that she had purchased*** further explained to me that the customers fireplace is a
non vented fireplace that was unable to use our product. *** informed me that upon continued discussion with the customer about her fireplace he had been informed that her fireplace was not designed for use with our products since it was a non vented system, at which point *** told the customer that we would be happy to offer her a full refund of her product cost since she was unable to use the product. After providing the return instructions and explaining the return process to the customer *** stated that the customer was further requesting that we refund her in full including shipping as well also demanding that we pay for the return shipping cost as well*** again informed the customer that we would be happy to offer a full refund once we receive the product return but he could not authorize the shipping costs to be refundedAt this time the customer started to raise her voice again demanding that we pay any and all shipping costs.After personally investigating and doing extensive research on this order I noticed that the customer had placed two orders.One order was placed on November 23, and the second order was placed on December 8, 2016.I called a meeting to discuss this order in detail with both *** and *** and I also reviewed two separate emails from the customer that included pictures total.The emails were sent on December 20th at 11:am and 11:am.It appears that the orders were placed almost one full month prior to the first email from the customer.After reviewing the photos I noticed that they were all focused on the floor area of the fireplace but none of the images showed the chimney flue area so it would have been impossible to determine from any of the photos provided to us that the fireplace was non vented.The customer complaint also states in the very last paragraph on the final sentence “Today we found out that the fireplace is a direct vent fireplace” (Today = Jan 4th)This shows that not only did the customer not inform us that the fireplace was non vented prior to ordering but that she did not even know herself until over a month after placing the order.That is ok, these things can happen to anyone.We attempted to offer the customer extensive support on multiple occasions throughout this process and also let her know that we would have no problem giving her a full refund for her product purchase upon return.We believe in operating very transparent and have a terms and conditions page on our website which has a copy of our return policyWe also state in our FAQ’s that our products are suggested for use in vented fireplaces only and we also notate that on the page where our custom burners are sold.Our return policy states that we do not charge any restocking fee whatsoever however shipping is non refundable. I have attached a link below to our return policy for further detail.http://diamondfireglass.com/terms.htmTo be clear, We offer a full refund of total product cost within days on any new, unused product - no questions asked.Our customers satisfaction is paramount and far more important than any sale we ever make.If we do not exceed your expectations on both quality and service than we fell short of our goal of 100% customer satisfaction 100% of the timeMy most sincere apologies that you were unable to use our product and I can understand your frustrationsAs I mentioned your satisfaction is number one to us so as a courtesy I am happy to extend you a full refund and we will take care of all shipping costs as wellWe are here for you if you ever have a vented fireplace or outdoor fire pit and we hope you will consider us in the future

This is my second project with Diamond Fire Glass the first was very positive, the second, not so much They provide a calculator on their site so that customers can figure out how much fire glass you need for your project You put in the dimensions of your project and it tells you how many pounds are needed According to their website the "Total number of pounds represents quantity of glass product required to fill your fireplace floor surface area at your chosen fill level." http://www.diamondfireglass.com/calculators.htm
This seems very straight forward I put in my dimensions, inches x inches and inches deep, and the calculator says I need pounds I'm doing a fire pit and I just want to cover the burner with a flat surface of fire glass I trusted that their calculator would be in the ballpark I ordered pounds When I received the shipment and put it in my fire pit, it wasn't even close to being enough
Some math makes clear why 62x14xinches is a volume of cubic inches That is how much fire glass I would need "to fill your fireplace floor surface area at your chosen fill level." The calculator told me I needed pounds It arrived in a gallon bucked The average interior diameter of the bucked inches The height to which the glass filled the bucked was inches More math tells us that is cubic inches of glass Off by a bit, I could understand, but off by almost a full third of the volume the calculator told me is a lot Given the cost of this product it substantially changes the cost of my project
I called and talked to R last night he had M return my call this afternoon (my time) Neither were an help All they could keep saying was they sell glass by weight not volume It seems to me when you ask me for the volume of the space I'm filling, you have some responsibility to tell me the correct weight to order I wouldn't have gone down this path if it had told me I needed lbs
My first project was flawless I love their product The burners I've purchased and the glass is terrific We love our indoor fireplace and are looking forward to enjoying the fire pit You just need to know their calculator is off

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The fireplace is a direct vent fireplaceIt is NOT a non vented system Therefore, what you emailed is not applicableThe pictures show the inlet/outlet enclosure
Regards,
*** ***

***,I understand you are unable to use the product you purchased as your fire place is non vented.Again we have multiple notations on our website that inform clearly that our product is not suggested for fireplaces that are non vented (I have provided links to these notations on your previous submittal)I have discussed in detail your order and your phone call with *** as well as with ***.*** has been with our company for over yearsHe is extremely knowledgable with our product line.He has had nothing but positive feedback over that extended period of time, In fact I receive several compliments on the level of service provided by both *** and *** on a regular basisI certainly do place a great deal of trust in my staff and am very grateful for their expertiseI am sorry that your expectations were not exceeded by our staff however it is their job to also uphold any company policies in place, including returnsI take any dissatisfaction very seriouslyThis issue/ complaint has been elevated to the highest level in our company which is why I am responding personally In response to your statement "our rating with the Revdex.com is based on the opinion of the Revdex.com" I would have to respectfully disagree.We have been a leader in the fire glass industry for years and have assisted customers on tens of thousands of projects over that time period and we have never had a single complaint filed against our company - that is how we have established our ratingWe have worked very hard to exceed our customers exceptions on both quality and service and our rating and reputation was not "given to us" but something we have earned through dedication, commitment to excellence and a willingness to go above and beyond to deliver the best experience possible. We have policies in place and in overview of this compliant *** informed you of these policiesHe also immediately offered a full product refund to you and explained our return policy and provided service and support to the best of his abilityI have included a link to our policy below again for your review.http://diamondfireglass.com/terms.htmYou will notice that our policy offers full product cost refund for your return within days of purchase. It has been well over days at this point and you have not returned your order to us so that we may provide you a full refund on your order We have provided instructions to you on the return process on three occasions at this pointIf you have any questions or need any further assistance whatsoever with your return you may call our office at 1-888-433-Monday - Saturday durning business hours and we will be more than happy to assist. Our company is run with our primary focus on customer satisfaction and delivering the highest quality product available and I am proud to say our record reflects both.My sincerest apologies that we failed in any way to meet your expectations and that you were not able to use our product in your fireplace due to it being non vented - I understand your frustration.Upon receiving your return we will apply a full refund but it needs to be returned so that we may apply your credit.Thank you for the feedback you have provided and for your cooperation.*** ***, PresidentDiamond Fire Glass, Inc

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.
Mr. [redacted]Did [redacted] tell you that I asked to speak to the person who could approve reimbursement for my shipping costs and he refused?  Also, let me clarify some of the most prominent statements:1. My email did indeed have pictures of the outside enclosure.  I am not sure what was shared by [redacted] and [redacted] but there are six emails from me with a total of more than 20 pictures.  You may want to ask your sales representatives, who's word you have placed so much trust in, why all the emails they received were not shared with you.2. [redacted] acknowledged receiving the email with the picture of the enclosure and explained that he "Did not even see that" because he was paying attention to the actual fireplace.  Did he share that with you?3. I never raised my voice to [redacted].  Quite the contrary.  [redacted] was very friendly in previous calls but during this particular call his telephone demeanor changed when I requested he reimburse shipping based on the circumstances. It was [redacted] that became loud and agitated.  Therefore, I requested he not raise his voice because I was not raising my voice to him.  I asked him to put someone that I could speak to and explain the circumstances to try and get S/H reimbursed.  [redacted] refused.  At that precise moment I asked [redacted] to hold for one second so I could view the invoicing.  While I was still on the phone he began to speak with someone in the store about our conversation.  He told the person, "She wants to talk to someone now..pffff.... she says she wants shipping charges... our return policy is on the web site, she can go look..whatever...." Since [redacted] had been so cordial before this reaction was unexpected and to tell you the truth surprising.  I didn't understand why he had gotten so rude. [redacted] had no regard for your company's "100% customer satisfaction 100% of the time" goal. Did it ever occur to you why the complaint was elevated outside of your organization? Most representatives simply place the customer on hold and transfer the call to a supervisor.  If the supervisor is not there, then they take your information and call you back.  Proper training prompts the employee to let management or leadership that has the authority to work with the customer do so however they deem necessary.However, during my last call to [redacted] I requested to speak to someone that had the authority to handle this particular customer care situation and let THEM make the final call.  When this recourse to seek resolution was denied by your staff, I followed up with the Revdex.com. Further, I would like to point out that a Revdex.com rating represents the Revdex.com's opinion on how the business is likely to interact with their customers, including "appropriate customer responses".  This brings me to a particular section in your response to my request via the Revdex.com. In it you state that "your goal of 100% customer satisfaction 100% of the time".  Although, this is much appreciated and the trust I have in an A+ Revdex.com standing was the number one reason why I patronized your business and chose it above all the other fire glass suppliers, customer satisfaction isn't denying all culpability and responsibility in a transaction or in dealings where you were not physically and personally present.  In fact, your response is based on incomplete information presented to you.  I believe this outcome could have been resolved at a much lower level had your representative received training on how to handle customer care issues that fall above his purview and merely forwarded the concern to his management, whether or not that was you as the President of Diamond Fire Glass.Irregardless, the outcome I requested was for Diamond Fireglass INC, also known as Fire Pit Glass INC in all of your invoicing and receipts, to refund all costs including material and all S/H is appreciated.  However, I find your response to my request through the Revdex.com, unnecessarily aggressive and inappropriate.  It also does not resolve the underlying causes that resulted in customer dissatisfaction in the first place.Respectfully,[redacted]r, PMP, CCM, LEED AP, EIT[redacted]