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: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 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 [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?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 circumstancesIt 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..pffffshe says she wants shipping chargesour 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" goalDid 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.comFurther, 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.comIn 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]
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: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 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 [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?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 circumstancesIt 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..pffffshe says she wants shipping chargesour 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" goalDid 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.comFurther, 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.comIn 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]