This letter is in response to the complaint filed by [redacted] and assigned 10 # [redacted]. The complaint, while somewhat true, is missingseveral key facts. When the customer ordered the furniture, she was told that we did not know when the item would be available. According tothe...
distributors inventory system, the item was currently out of stock and there was no date given for an ETA of the item. We explained to herthat since there was not ETA listed, it meant that the item would not be in any time soon and we knew from past experiences that this meant atleast 60 days or more out. We normally see a date listed in the ETA category when an item is 60 days or less. Since there was no date listed weknew that it would more than 60 days. Customer decided to place the order anyway. Our policy is that ALL SALES ARE FINAL and this was clearlyposted in our store before and at the time they made the purchase.When the other two items became available, customer was given the option to receive the 2 items that were in stock and wait for the 3rd itemor hold off and take all three when they were available. Customer specifically opted to take the 2 items now and wait for the third. After that,we had communications with her and her fiance' on several occasions letting them know that there was still no date in the ETA column.late in December her fiance called again to check on the status of the order and was given the same info. We offered to refund the purchaseprice of the piece that was still on back order. He said he wanted us to buy back the furniture they had used for several months. I told him thatwas not possible since the furniture was used, reminded him of our "All Sales Final" policy and again offered to refund the cost of the back ordereditem. He refused and said he would call me back.Approximately 1 hour later customer and some other female came to our store demanding we refund money for the entire purchase. I againexplained why we could not refund money (for furniture they have used) but offered to refund the portion for the back ordered item. Customergot very verbal and started cursing and swearing in the store. Her language was so bad I asked her to leave the store. They refused and continuedto use curse words. I explained to her that if she would not leave I would have to call the police because of her disrespect, bad language anddisruption to the business. She refused to stop. During her visit she would rarely let me talk to her or her companion without interrupting mewith loud voice and more curse words. I called the police who did respond and asked her to leave the premises after investigating. One of theresponding Officers told me she would be given a ticket if she returned.She clearly left much of this information out of her story for her benefit. She is clearly "USING" the Revdex.com to try to pressure us into giving hersomething she is not entitled to. I am confident that the dBB does not allow its self to be "used" in this type of fashion.Our position remains that ALL SALES ARE FINAL. We are willing to get her the piece as soon as it comes available to us. However, upon her sendingus a written apology for her actions, language and poor manners, I would still issue the refund for this one item. Absent such a written apology,it will be our position to provide the product as soon as it becomes available.~ Midwest Wholesale
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]
This letter is in response to the complaint filed by [redacted] and assigned 10 # [redacted]. The complaint, while somewhat true, is missingseveral key facts. When the customer ordered the furniture, she was told that we did not know when the item would be available. According tothe...
distributors inventory system, the item was currently out of stock and there was no date given for an ETA of the item. We explained to herthat since there was not ETA listed, it meant that the item would not be in any time soon and we knew from past experiences that this meant atleast 60 days or more out. We normally see a date listed in the ETA category when an item is 60 days or less. Since there was no date listed weknew that it would more than 60 days. Customer decided to place the order anyway. Our policy is that ALL SALES ARE FINAL and this was clearlyposted in our store before and at the time they made the purchase.When the other two items became available, customer was given the option to receive the 2 items that were in stock and wait for the 3rd itemor hold off and take all three when they were available. Customer specifically opted to take the 2 items now and wait for the third. After that,we had communications with her and her fiance' on several occasions letting them know that there was still no date in the ETA column.late in December her fiance called again to check on the status of the order and was given the same info. We offered to refund the purchaseprice of the piece that was still on back order. He said he wanted us to buy back the furniture they had used for several months. I told him thatwas not possible since the furniture was used, reminded him of our "All Sales Final" policy and again offered to refund the cost of the back ordereditem. He refused and said he would call me back.Approximately 1 hour later customer and some other female came to our store demanding we refund money for the entire purchase. I againexplained why we could not refund money (for furniture they have used) but offered to refund the portion for the back ordered item. Customergot very verbal and started cursing and swearing in the store. Her language was so bad I asked her to leave the store. They refused and continuedto use curse words. I explained to her that if she would not leave I would have to call the police because of her disrespect, bad language anddisruption to the business. She refused to stop. During her visit she would rarely let me talk to her or her companion without interrupting mewith loud voice and more curse words. I called the police who did respond and asked her to leave the premises after investigating. One of theresponding Officers told me she would be given a ticket if she returned.She clearly left much of this information out of her story for her benefit. She is clearly "USING" the Revdex.com to try to pressure us into giving hersomething she is not entitled to. I am confident that the dBB does not allow its self to be "used" in this type of fashion.Our position remains that ALL SALES ARE FINAL. We are willing to get her the piece as soon as it comes available to us. However, upon her sendingus a written apology for her actions, language and poor manners, I would still issue the refund for this one item. Absent such a written apology,it will be our position to provide the product as soon as it becomes available.~ Midwest Wholesale
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]