Dizzy's Smoke Shop

To Whom It May Concern:Following is a response to Complaint ID [redacted] This man was rude from the moment he walked in the door of the business, to the point his friend he was with apologized to me for his behaviorAfter a few minutes of him insulting the shop, the products sold and myself, he walked out the door, continuing his insultsAt that point I told him not to return because he was a ***He immediately turned around towards me and asked how dare I call him a [redacted] and that he would be reporting me to the Revdex.com.As to his desired settlement, I will most definitely not be providing him with the gift card he requested, as he is not welcome to return to the establishment, and he made it clear none of the items sold here were worth purchasing.Dizzy's Smoke Shop

I just received your letter in the mail last Saturday the 29th because I had ankle surgeryI called yesterday but missed someone in the officeI'd like to clarify the situation with the following complaint# ***The customer demands a full refund of $I would like to explained what
really happened as their rendition is not correct.July 3'd, we met for a chocolate tastingThe customer decided on what their order was to beThis was a custom order specifically for their wedding! They picked the chocolate, style oftruffles, packaging, and mailing optionsIgave them a ball park pricing on the spot, but would send them an invoice for them to look over and okI sent several emails to them regarding their orderThey even added to it the week before I made the orderThey approved the order once I sent a second invoice for their approvalIn this original meeting, I explained to the customer that because this was a custom order that I would need payment by the 14th of August in order to clear for shippingI also informed them that the chocolates would be made and packaged by the 14th, so that I could mail it to them on Monday 17thIt would arrive to them by Wednesday the 19th for their wedding on Saturday 22ndI told them that if anything was wrong or melted in the package that it would give me enough time to remake anything and have time to get it to themThey agreed to that and said that was fine.I don't know where the miscommunication happened, but I did not deviate from this planfollowed through with everything I told the customer I planned on doing for their order I emailed, called, and text messaged the customer from Monday the 10th-Friday 14th trying to get ahold of them to collect payment for their order due on the 14th (previously discussed)I had no response until Friday night at 7pmThe customer asked to do payment over the phone, whic h I agreed to I processed the payment and received the address to mail their order to Isent a text confirmation of their purchaseThey asked to keep their order in the fridge once received and I agreed that would be goodI told them that would send them the tracking number once I mailed the aider on Monday the 17thThey agreed and the conversation endedunderstand life happensSometimes things change and are out of our control I received a text message Saturday morning the 15th at 2:pm saying "Hey can we cancel orderKandy just informed me that we have to pay an extra $to have her wedding ring in time for wedding next week." I was gone out of the office at an event all day and didn't have a chance to respondI am closed on Sundays and do not work, reply, or do production of any kind with my businessIt is my only day offThe customer texted again saying, "Just want to see if you got the last message?" (8/16/15@ 5:01am)Then at 6:34pm on Sunday I receive another text from the customer- "Can we get some type of answer? We need to know if we'll be able to get *** ring from the shop..." I wasn't going to respond because I don't work at all on Sundays, but felt I needed to respond with an answer to help them make a decision on what they were going to do.I wrote back-"Hey *** and *** I'm sorry about the situationI have already made everything and can't sell the chocolates to anyone else because it's custom for your weddingWhat Ican do is refund $That's $for the shipping and $for my time, but I have to cover my cost of productI can send the refund after it clears tomorrow." The customer didn't think Iwas going to make it until Sunday for some reason, I never told her that(I can print out all the text messages to show everything.)She thought that I could make and package everything in one dayI already explained to them that it was already to go as of Friday the 14thAfter that the harassing and arguing beganThe customer then began disagreeing with meShe wasn't getting their way because their situation had changed.The customer demanded a full refund of $186.56, not wanting the chocolates, and claiming that Ican resell the chocolates because it wasn't a custom orderIsympathized with them about their situation, apologized, and explained again, that alii could do for them is refund the $or mail their order as originally plannedThe texting and harassing me about their order continued until Monday the lih.Isent one last text message explaining my position, what I could do for them, and again apologize for their difficult situationItold them "anything after the payment was collected is not my concernThis was my final offerAfter this I would not discuss this any longerIwish you well on your wedding, in school, and in lifeI'm sorry for your situation but wish you the bestThanks" After their payment cleared on Monday Iwas ready to refund the $Ididn't hear back from them until Ireceived the letter from Revdex.com.I wouldn't have a problem refunding their money if their order was not customized and completedSince it was completed and they knew that upon payment, I need to cover the cost of productsIwasn't asking to cover my time and expertise in making their order, just the cost of productsIstill have the $for them, but they didn't want to accept that amount I know that I have been more than patient, flexible, and reasonable with this situationRunning a business is difficult, but Ifeel Iwas valid in my actions, response, and execution of the situationIam losing out on all of the packaging, time, and gasThis is my first experience with a cancelled order after it was completedAs a responsible business owner, Ifeel that offering $back to the customer is more than reasonable and fair.This is my response and will wait to hear from Revdex.com how to proceedIappreciate your time and efforts in my behalf in helping resolve these issues.Thank you,Windi M*** Dragonfly Designz

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 business owner is vastly misrepresenting the situationIn our initial meeting on July 3, 2015, she told us she would require payment before making the chocolates and get back in touch with us for a confirmationMy wife tried emailing her several times over more than a week time frame before moving from Phoenix and she failed to respond until the day we moved my wife back to *** The "custom" order was six candy sticks made to gender neutral colors of light blue and light yellow and two fish-shaped chocolatesThese could have been resold anywhere if a reasonable effort to cover losses was made but she did not want to resell them so she could claim the lossThe business owner is also vastly misrepresenting he demeanor with usWe started to feel ignored after requesting a refund because that is when our messages were read, I have an iPhone so it showed the status, but never replied toThis is when things became frustrating ause we were being ignored and there was still time for her to cancel the order because she said payment wouldn't process until MondayWe feel as if a partial refund would only be acceptable if the original agreement would have stated that she would make everything prior to payment, again she never communicated this, or that she didn't accept cancellations before payment processedWe contacted her less than hours after I provided her my card information through text messagesThe only reason she never heard from us after the last message was because she very rudely said that she would not give a refund or discuss this any furtherWe in fact messaged her one more time in response to that message and never received a reply so felt the need to file a Revdex.com complaint instead of filing through the courts.
Regards,
*** ***

To Whom It May Concern:Following is
a response to Complaint ID ***This man was rude from the moment he
walked in the door of the business, to the point his friend he was with
apologized to me for his behaviorAfter a few minutes of him insulting the
shop, the products sold and myself, he
walked out the door, continuing his
insultsAt that point I told him not to return because he was a ***He
immediately turned around towards me and asked how dare I call him a *** and
that he would be reporting me to the Revdex.com.As to his desired settlement, I will
most definitely not be providing him with the gift card he requested, as he is
not welcome to return to the establishment, and he made it clear none of the
items sold here were worth purchasing.Dizzy's
Smoke Shop