Drayton's Appliances

Reguarding complaint ID [redacted] , Customer contacted me on my cell phone stating she needed to order the inside glass for her ovenShe gave me the description and the part was orderedWhen we received the glass ordered, it was delivered to the customer within the time period promisedWhen we arrived the glass was not the right size per the customers description given to us on the original phone call, which were incorrectAs a courtesy, I offered to send someone out to measure the glass at no charge and order the correct partWe received the correct part and it was once again delivered to the customer on the day agreedThe customer asked if they would be refundedDue to the first part ordered being more expensive because of the customers incorrect description, I agreed to give her half of the difference due to it being the customers description that were wrong and not the companies faultThe partial refund was a courtesy for the customer, not our policy as when asked how we could resolve the issue she agreed on a partial refundThe customer was satisfied when all agreements had been metThe husband who was not the original customer seemed to be the only one dissatisfiedThe customer received a $refund, more than half the difference

Reguarding complaint ID ***, Customer contacted me on my cell phone stating she needed to order the inside glass for her ovenShe gave me the description and the part was orderedWhen we received the glass ordered, it was delivered to the customer within the
time period promisedWhen we arrived the glass was not the right size per the customers description given to us on the original phone call, which were incorrect. As a courtesy, I offered to send someone out to measure the glass at no charge and order the correct part. We received the correct part and it was once again delivered to the customer on the day agreedThe customer asked if they would be refundedDue to the first part ordered being more expensive because of the customers incorrect description, I agreed to give her half of the difference due to it being the customers description that were wrong and not the companies fault. The partial refund was a courtesy for the customer, not our policy as when asked how we could resolve the issue she agreed on a partial refundThe customer was satisfied when all agreements had been metThe husband who was not the original customer seemed to be the only one dissatisfied. The customer received a $refund, more than half the difference

Complaint: ***
I am rejecting this response because:
There was no notice that no refunds were to be givenWhen I origionally ordered, I was charged more than what I was told the total would be, each time I ordered from them, it took several days to get the part (I still have the text messages as proof)The lady that came to my home told me that they were going to refund the FULL difference (my husband was home to hear her say it)I specifically asked her and she told both of us that we would be refunded the full differenceWhen I had her order the first part, I was assuming that since she was in the business of used appliancesIf she was not sure, she should have sent domeone overI told her it was approx inches by approx inchesShe acted as if it was the correct part so I did tell her to order itIf no refunds will be given, there needs to at least be a sign posted in the store or someone needs to say it
Regards,
*** ***

Friday, June 27,
To Whom It May Concern:
Customer scheduled service call When technician arrived at the service call, the customer's husband had already taken the dryer apart Customer husband was asked what his diagnosis was before tech beganAfter multiple tests on the dryer,
tech decided it was the motorCustomer was given a price of $Service call $29.99, Parts $114.51, and credit card charge $Customer was also given the price of $Service call $29.99, Parts $11451, Labor $6500, and credit card charge $Tech advised customer that if her husband wanted to install the part himself, they could save labor feeCustomer decided to pay for part onlyCustomer was advised if they had any questions about installation to callCustomer never called for help Customer came to shop weeks later saying the motor was not the issue and she wanted to exchange for a dryer and pay the difference or receive a refund
Customer asked what the price difference was for an exchangeI, *** ***, called the owner, *** ***, to find out if I was allowed to do an exchange Yes However, in order for an exchange the part must be returned with a $restocking fee Also the customer must pay the differenceI informed the customer of this policy She said she must talk to her husbandhours later, customer returns to the shop stating her husband said just a refund I once again called the owner Ms*** said that refunds are paid once a week per policySince the customer came in on a Friday evening, she would need to come back the following Friday and (again per policy) only SO% of the refund is given Normally it would have been on 50% of the part, not the total priceThe service call is still to be charged to the customer for the tech coming to their homeHowever, we went ahead and offered 50% of the total to the customer The customer was informed that on Friday, she may return to collect her refund and if we can oblige her sooner, that I would call Once again she would have to give the part backThe customer acknowledged me and took the part saying she would return for the refund Customer never returned and still has the part in her possession
If you have any questions, please don't hesitate to call *** ###-###-#### or *** ###-###-####,
Thank you
Signature
Signature

Complaint: ***
I am rejecting this response because:
There was no notice that no refunds were to be givenWhen I origionally ordered, I was charged more than what I was told the total would be, each time I ordered from them, it took several days to get the part (I still have the text messages as proof)The lady that came to my home told me that they were going to refund the FULL difference (my husband was home to hear her say it)I specifically asked her and she told both of us that we would be refunded the full differenceWhen I had her order the first part, I was assuming that since she was in the business of used appliancesIf she was not sure, she should have sent domeone overI told her it was approx inches by approx inchesShe acted as if it was the correct part so I did tell her to order it.If no refunds will be given, there needs to at least be a sign posted in the store or someone needs to say it
Regards,
*** ***