Excel T V

Initial Business Response /* (1000, 5, 2016/05/19) */
Contact Name and Title: Thomas Dayton
Contact Phone: 3308253320
Contact Email: [email protected]
Before addressing Ms. H[redacted]'s complaint to the Revdex.com regarding her inability to obtain the free product that she expected when receiving our...

email, we do want to first make Ms. H[redacted] and the Revdex.com aware that we do offer products periodically for free for a few different reasons; to give our customers a reason to belong to our e-mail list/garden club and to show our appreciation for their business as well as to create store traffic on slower days.
The free lily was offered on very poor weather day of cold and rain of which we normally do not have high traffic in the store. We believed we had an adequate supply to last most, if not all, of the time frame. However, such was not the case as the potted lilies were "swept up" in a very short time by a response that caught us by surprise.
In addition, all offers are accompanied by the condition of "while supplies last".
Even last year when offering hanging baskets for free (as much as a $25 value), we did not have such a response as the lilies of last Saturday's offering.
It is not in our best interest, or that of our customers, to draw them to the garden center only to find the product is already gone. Never with any offering of less or more value did we have such as response over a 7 year period.
Ms. H[redacted] nevertheless did arrive only to find the product already gone.
A rain check is impractical as it is too late to grow more for the season and we do not have any more in stock.
Therefore, in order to mitigate the problem, our response is to ask her what she would want us to do in order that she be compensated for her time and travel expense to our location.
Please respond.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want reimbursed for my time & travel, I want that lily & I am willing to wait for it. Is Dayton Nursery willing to give me one next year? I will wait. I had just had carpal tunnel surgery on both wrists & was very much looking forward to a new addition to my lily family. I had walked from window to window planning where I would put it.
I realize the coupon said while supplies last, but my husband had to work until 1 PM & I could not drive there. I have never had a problem with the nursery before. If they will hold a lily for me as soon as they get them next year I would be very pleased.
Final Business Response /* (4000, 9, 2016/05/26) */
By the sound of the May 23rd response, we now understand why the lily was considered special by her and many other customers as it reveals the reason that when the offer was made, the response was analogous to a bank run.
We have a larger size of the lily in a bigger pot and can tag one for pick up now instead of next year.
Please let us know if that is acceptable. You could pick up the plant any time after June 1st.
Final Consumer Response /* (2000, 11, 2016/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much!