Everbank

Re:  ID [redacted]Due to the holidays, we just received this correspondence from you regarding Case ID [redacted].     I have spent the better part of the morning interviewing and talking with my employees to try and get a complete picture of what transpired on our part.   This is an...

extremely busy season for us and my employees recalled, to the best of their ability, the events that took place.   First, we do apologize for the customer feeling as though she was not taken care of.I will refer to my employees as “Gentleman 1 & 2” and “Lady 1”.    Customer called and spoke to Lady 1.   Customer stated she had bugs in her Christmas Tree and it was up but not decorated.     Lady 1 relayed to customer that if she could return the tree we could do an exchange.   Lady 1 spoke with the manger and called customer back to offer her an exchange or refund again if she could return the tree.    Lady 1 also offered her an organic spray to treat the tree and discussed possible bug types and solutions.   Customer came into the store one evening and talked with Gentleman 1.      He had been instructed by management to exchange the tree if customer came by and had her tree or receipt.    He states she did not return the tree or produce a receipt.   I believe Gentleman 1 is the employee she feels gave poor customer service.      Gentleman 2 was also in that evening and confirmed that the customer was told twice by Gentleman 1 that we would do an exchange if she would return the tree.At no time did anyone feel they hung up the phone during a telephone conversation.I feel we did what we could in this circumstance.   We offered her an exchange/refund multiple times if she could return the tree or receipt.     I understand that it is inconvenient during this time of year.     Please understand our need to have the return of the tree or receipt to complete the return.     If word gets out that our return policy is too lax, that could produce a multitude of problems for us.    I checked with a big box store that sells Christmas Trees and their policy states “return the tree if there are problems”.    We feel like our policy is in line with other businesses.   We are unable, as most stores I know, to physically come and get a product from a home for a return.The unusual warm weather that we are experiencing has probably led to more bugs this year in a variety of things and unfortunately with bugs, eggs come along too.    There has been very little cold weather or freeze to help eliminate the bugs.     In 24 years, we have sold over 20,000 Christmas Trees in the Salem and Roanoke areas and this is the first time a complaint has gone this far.      It is against our policy to refund money without returning the product or the receipt.  We will continue to offer her a refund of $53.65 if she produces her receipt.    She can email it to [redacted] if she chooses.    We pride ourselves in taking care of our customers and providing a quality product, you can see by our records that we have done so.Thanks,Shane TannerOwnerPine Ridge Nursery & Landscaping, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]