We received a call from *** *** on 3-18-about a mattress sethe bought in our store.He said he was not happy with it and wanted to bring it backI toldhim to bring it in andwe can do an exchange for himHe said that he wanted to have hismoney back becausehis mother gave them a different
mattress alreadyI explained thatour arrangement withall mattress companies is that they will exchange and I would be happyto do this for himbut cannot do a refund.A few hours later he came in and became very confrontational with me.He told me that I canturn around and resell the mattressWhen I told him that we do notsell used mattresses,he said that when he bought the mattress set, the plastic had a holein it and is thereforetechnically used also?? There were many other hostile comments made by ***.I decided that satisfying an angry customer is more important thanstore policy and told himI will make an exception and give him back his money.He came back with the mattress and foundation and his charge slipHedid not have the store receipt.I told him that I would not charge him a restocking fee but will haveto take into considerationthe discount we gave him.That is how I arrived at the $which I refunded for him.He came in later with the receipt which clearly showed that he paid$including tax.Here is what he purchased:Edgerton Five Star Mattress and Foundation ( SERTA Product) $Rufino Lockhart foam encased Pillow Top Mattresses at eachMetal Bedframe Queen with extra leg $Queen Metal Headboard 129.95499.95179.95179.9559.95129.95Subtotal: $ 1,049.95Tax $ 57.74Total. $ 1,107.49*** paid $for the furniture instead of $1,107.49.As an additional discount we paid tax for him on the furniture purchase.The difference between the $and the amount he paid ( 1,015.57)were some smaller, miscellaneous items.When *** came in with the store receipt he said he just wanted tobring it to meHe didnot say that he thought the refund check was incorrectIn fact heapologized to meHe sharedwith me that he is taking medication for anger issues. I shookhis hand and told him that it meant a lot to hear him say that andthat now everythingturned into something good.He said that maybe he could do something good for us and send us more business.That was the last interaction I had with ***.I have since been advised that I was under no obligation to issue arefund and should haveat least charged the customary to % restocking fee.Please let me know if I can answer any other questions.Respectfully Yours***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We received a call from *** *** on 3-18-about a mattress sethe bought in our store.He said he was not happy with it and wanted to bring it backI toldhim to bring it in andwe can do an exchange for himHe said that he wanted to have hismoney back becausehis mother gave them a different
mattress alreadyI explained thatour arrangement withall mattress companies is that they will exchange and I would be happyto do this for himbut cannot do a refund.A few hours later he came in and became very confrontational with me.He told me that I canturn around and resell the mattressWhen I told him that we do notsell used mattresses,he said that when he bought the mattress set, the plastic had a holein it and is thereforetechnically used also?? There were many other hostile comments made by ***.I decided that satisfying an angry customer is more important thanstore policy and told himI will make an exception and give him back his money.He came back with the mattress and foundation and his charge slipHedid not have the store receipt.I told him that I would not charge him a restocking fee but will haveto take into considerationthe discount we gave him.That is how I arrived at the $which I refunded for him.He came in later with the receipt which clearly showed that he paid$including tax.Here is what he purchased:Edgerton Five Star Mattress and Foundation ( SERTA Product) $Rufino Lockhart foam encased Pillow Top Mattresses at eachMetal Bedframe Queen with extra leg $Queen Metal Headboard 129.95499.95179.95179.9559.95129.95Subtotal: $ 1,049.95Tax $ 57.74Total. $ 1,107.49*** paid $for the furniture instead of $1,107.49.As an additional discount we paid tax for him on the furniture purchase.The difference between the $and the amount he paid ( 1,015.57)were some smaller, miscellaneous items.When *** came in with the store receipt he said he just wanted tobring it to meHe didnot say that he thought the refund check was incorrectIn fact heapologized to meHe sharedwith me that he is taking medication for anger issues. I shookhis hand and told him that it meant a lot to hear him say that andthat now everythingturned into something good.He said that maybe he could do something good for us and send us more business.That was the last interaction I had with ***.I have since been advised that I was under no obligation to issue arefund and should haveat least charged the customary to % restocking fee.Please let me know if I can answer any other questions.Respectfully Yours***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]