My other tech [redacted] was the original servicer on this work order thru [redacted]. We had ordered parts for his dishwasher and washer. Both units had parts that were not readily available, which we then ordered. Under normal conditions we will wait until all parts are in before...
we schedule for a return visit to install failed parts. We received the parts for the dishwasher but we were still waiting for the washer parts from Whirlpool which as of today, still have not received. [redacted] was contacted about waiting excessive time for parts and they began their own search to locate. [redacted] did contact Mr. [redacted] to offer options since parts had no ETA. Last week, [redacted] did go out to Mr. [redacted] and install the parts on the dishwasher. If parts are backordered by the factory then we have no other source to acquire the necessary parts. The $75.00 is required by [redacted] from the insured party for their deductible fee. Thank You,[redacted]Owner/OperatorService First
Initial Business Response /* (1000, 5, 2017/05/14) */
Dear Revdex.com of Northern Indiana,
Thank you for providing our business with an opportunity to address a customer's concern. Our team strives to always deliver the highest quality of service in order to create an enjoyable shopping experience and...
environment for each of our customers. We were very disappointed when we received the notice regarding the complaint. However, we are eager to help and look forward to resolving the issue.
The customer visited our store on April 25th, 2017. I noticed that she was already wearing one of our wig products. She was interested in purchasing a wig for her upcoming vacation. I personally assisted her with trying on several of our wig products. During this time, I was also able to track down her previous purchase from her last visit in 2011. I wanted to find out which product colors were selected and check to see if we had them in stock. According to our records from 2011, she initially purchased two wig products on January 21st and then later returned on January 23rd to exchange one of the wig products for a different style and color. Fortunately, I had one of the wig products - [redacted] (color # 24BT18) - in stock for her to try on.
The customer spent about an hour trying on several wig products. She was very particular about what she was looking for and thoroughly examined each wig product, brushing them in different directions, checking the styles and colors from various angles and lighting conditions, and trying on the same wig products multiple times. It was clear that the customer wanted to make sure the item being purchased was exactly what she was looking for. During this process, I was respectful, patient, and sensitive to the customer's wants and needs. Ultimately, she selected the [redacted] (color #24BT18) wig product. Leaving the other wig products in the area where they were being tried on, I grabbed only the [redacted] wig product and took it to the checkout counter. At the end of the transaction, the customer seemed very satisfied with her purchase.
On May 1st, 2017, the customer returned to our store. She was not happy with the color of the wig product she had purchased. I apologized and offered to help her find a better option. Given that our store return policy is not to accept any returns or exchange, I was willing to make an exception and exchange her wig product. We compared several different [redacted] wig products that were in stock and even looked at other styles and colors. Despite my efforts, she was not interested in exchanging her purchase. She accused me of giving her the wrong wig product and insisted she get a full refund. Again, I empathized with her and explained that I was willing to make an exchange. Pointing to the sign at our checkout register that reads "No Refunds or Exchanges," I shared with her that a money back refund would not be possible. Refusing my offers, she continued to glare at me and demand a full refund.
She also threated to file a report to the Revdex.com.
During our many years of experience, our business has never received a formal complaint from our customers. It is very unfortunate that such an unpleasant event took place. We did our absolute best to help assist and satisfy the customer during her visit and continued to do everything in our power to resolve her initial complaint. We are still willing to offer the customer an exchange or store credit for another wig product of her choosing.
Thank you for your time and consideration. Please let us know if we can provide you with any additional information. We look forward to resolving this issue in the near future.
Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly she did not know the wig I was wearing was one purchased there prior until I told her. secondly particular is right as far as being very selective about wig purchase. Tried on several but she never styled them in different lighting. When I returned she did offer to exchange but she had no style or color available that suited me. Basically tried to influence me to take something I didn't like in exchange.
She obviously grabbed the wrong wig and put that wig in my bag, but denies any fault. I know the one she sent home is not the same one tried on in store. I want a full refund. I am on vacation now and have limited access to internet, will return June 2.
Final Business Response /* (4000, 9, 2017/06/03) */
We sincerely apologize for our delayed response. Our family needed to address an unexpected personal matter. We hope you understand.
We continue to disagree with the customer's interpretation of the events that took place. As we previously expressed, we did our absolute best and went above and beyond to serve and satisfy the customer. It was never our intention to manipulate or pressure the customer into making a compromised purchase. We simply wanted to promptly address and resolve the customer's issue by offering an exchange for a wig product of her choosing.
Rather than spending additional time and effort debating tedious facts back and forth, we would prefer to make an exception to our policy and provide the customer with a full refund as requested. We kindly request that the customer contact us at (XXX) XXX-XXXX before June 9th, 2017 to schedule an appointment.
Thank you again for intervening and providing a platform for us to resolve this issue. We truly appreciate your time and consideration.
Sincerely,
[redacted]
General Manager
Final Consumer Response /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My other tech [redacted] was the original servicer on this work order thru [redacted]. We had ordered parts for his dishwasher and washer. Both units had parts that were not readily available, which we then ordered. Under normal conditions we will wait until all parts are in before...
we schedule for a return visit to install failed parts. We received the parts for the dishwasher but we were still waiting for the washer parts from Whirlpool which as of today, still have not received. [redacted] was contacted about waiting excessive time for parts and they began their own search to locate. [redacted] did contact Mr. [redacted] to offer options since parts had no ETA. Last week, [redacted] did go out to Mr. [redacted] and install the parts on the dishwasher. If parts are backordered by the factory then we have no other source to acquire the necessary parts. The $75.00 is required by [redacted] from the insured party for their deductible fee. Thank You,[redacted]Owner/OperatorService First
Initial Business Response /* (1000, 5, 2017/05/14) */
Dear Revdex.com of Northern Indiana,
Thank you for providing our business with an opportunity to address a customer's concern. Our team strives to always deliver the highest quality of service in order to create an enjoyable shopping experience and...
environment for each of our customers. We were very disappointed when we received the notice regarding the complaint. However, we are eager to help and look forward to resolving the issue.
The customer visited our store on April 25th, 2017. I noticed that she was already wearing one of our wig products. She was interested in purchasing a wig for her upcoming vacation. I personally assisted her with trying on several of our wig products. During this time, I was also able to track down her previous purchase from her last visit in 2011. I wanted to find out which product colors were selected and check to see if we had them in stock. According to our records from 2011, she initially purchased two wig products on January 21st and then later returned on January 23rd to exchange one of the wig products for a different style and color. Fortunately, I had one of the wig products - [redacted] (color # 24BT18) - in stock for her to try on.
The customer spent about an hour trying on several wig products. She was very particular about what she was looking for and thoroughly examined each wig product, brushing them in different directions, checking the styles and colors from various angles and lighting conditions, and trying on the same wig products multiple times. It was clear that the customer wanted to make sure the item being purchased was exactly what she was looking for. During this process, I was respectful, patient, and sensitive to the customer's wants and needs. Ultimately, she selected the [redacted] (color #24BT18) wig product. Leaving the other wig products in the area where they were being tried on, I grabbed only the [redacted] wig product and took it to the checkout counter. At the end of the transaction, the customer seemed very satisfied with her purchase.
On May 1st, 2017, the customer returned to our store. She was not happy with the color of the wig product she had purchased. I apologized and offered to help her find a better option. Given that our store return policy is not to accept any returns or exchange, I was willing to make an exception and exchange her wig product. We compared several different [redacted] wig products that were in stock and even looked at other styles and colors. Despite my efforts, she was not interested in exchanging her purchase. She accused me of giving her the wrong wig product and insisted she get a full refund. Again, I empathized with her and explained that I was willing to make an exchange. Pointing to the sign at our checkout register that reads "No Refunds or Exchanges," I shared with her that a money back refund would not be possible. Refusing my offers, she continued to glare at me and demand a full refund.
She also threated to file a report to the Revdex.com.
During our many years of experience, our business has never received a formal complaint from our customers. It is very unfortunate that such an unpleasant event took place. We did our absolute best to help assist and satisfy the customer during her visit and continued to do everything in our power to resolve her initial complaint. We are still willing to offer the customer an exchange or store credit for another wig product of her choosing.
Thank you for your time and consideration. Please let us know if we can provide you with any additional information. We look forward to resolving this issue in the near future.
Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly she did not know the wig I was wearing was one purchased there prior until I told her. secondly particular is right as far as being very selective about wig purchase. Tried on several but she never styled them in different lighting. When I returned she did offer to exchange but she had no style or color available that suited me. Basically tried to influence me to take something I didn't like in exchange.
She obviously grabbed the wrong wig and put that wig in my bag, but denies any fault. I know the one she sent home is not the same one tried on in store. I want a full refund. I am on vacation now and have limited access to internet, will return June 2.
Final Business Response /* (4000, 9, 2017/06/03) */
We sincerely apologize for our delayed response. Our family needed to address an unexpected personal matter. We hope you understand.
We continue to disagree with the customer's interpretation of the events that took place. As we previously expressed, we did our absolute best and went above and beyond to serve and satisfy the customer. It was never our intention to manipulate or pressure the customer into making a compromised purchase. We simply wanted to promptly address and resolve the customer's issue by offering an exchange for a wig product of her choosing.
Rather than spending additional time and effort debating tedious facts back and forth, we would prefer to make an exception to our policy and provide the customer with a full refund as requested. We kindly request that the customer contact us at (XXX) XXX-XXXX before June 9th, 2017 to schedule an appointment.
Thank you again for intervening and providing a platform for us to resolve this issue. We truly appreciate your time and consideration.
Sincerely,
[redacted]
General Manager
Final Consumer Response /* (2000, 12, 2017/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)