She is a hundred percent correct that she received a hand written copy . I apologize that I said she received a copy but did not clarify hers was hand written because she demanded it on the spot. On the very few occasions a customer has requested a copy we would normally take it to Digicopy because they do our printing, copying, and fax services. I hope this was written more clearly this time.
I will not be addressing the question regarding the types of office equipment we use at Family Treasures because I don't think it's a valid topic of discussion. What I will say is that we do a lot of business with Digicopy and they meet our needs for the high volume of printing and copying we do. Every customer is able to obtain a copy of any form by request as the complainant did.
As I stated earlier consignment is a tough business to please everyone because these are personal belongings. When something does not sell or for the value a consignor places on it then it raises red flags and causes questions regarding the integrity of the business. I could write pages trying to explain how the consignment business works but until you work in this type of business it's hard to comprehend. That is why we have the terms of agreement to outline the basic guidelines of the consignment procedure . in regards to this particular customer I have discussed this situation with coworkers, other consignment store owners, and the Revdex.com and it is the consensus that if we pay someone for items they felt should have sold even if they didn't we would be setting a precedent for future complaints. With that being said I still feel terrible that a customer was unhappy with the services we offered and I would be willing to offer a $20.00 store gift card for her time and effort bringing her thoughts to our attention. That would be an equivalent amount had her Garmen sold.
This customer is welcome to discuss this matter further at anytime.
Thank you to the Revdex.com for their time and service offered.
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.]
My response is as follows:
I reviewed the response from Ms. [redacted] and found several issues with it. She states she does not remember each item that comes in to her shop, I feel this is a good reason to list them, which I did, and provide the customer with a copy. Again, I would like to mention they have no copy machine. It would be to the benefit of all to have a copy machine, they are inexpensive to buy or could even be rented, I'm sure a deductible business expense. Ms. [redacted]s reason for not having one is unknown to me and questionable, especially in that type of business. The situation being what it is leaves the consumer at the mercy of the business and their policies. It simply is the word of one against the other, no protection at all for the consumer.
I both checked for and asked about the Garmin several times over the months of consignment and never saw it again or was given a answer as to what became of it. I, repeatedly, was told things may have sold and would not be accounted for, for at least 2 weeks. I mentioned in my last correspondence, if their time limit for pick up was up before the pay out how on earth do you know what your looking for to take home? In other words, you don't know what has sold.
Her recall of our conversation is correct to an extent. I mentioned earlier it was to the point of being embarrassing to keep bringing up the issue with her. At the time of our last conversation customers were in line waiting to be taken care of. I was not satisfied with her response but under the circumstances and the same old lack of responsibility I felt it was better to pursue it with your agency as I obviously was getting nowhere with Ms. [redacted]. I have no attachment to what I brought in to be sold or I would not be selling it. However, I would like to be paid for more then 20 o/o of the items I took the time to sort, prepare for sale, pack, and deliver there. It is difficult to comprehend how the most expensive item I brought there was lost. I have absolutely no intention of continuing a business relationship under these circumstances. My daughter is a business person in this area and has been for a number of years, she was shocked by the business ethics I was trying to cope with.
My ultimate goal is to protect other consumers from these very poor business ethics. Secondly, I feel I deserve payment of some sort for such obvious neglect to the care of my belongings.
Regards,
[redacted]
Hi thank you for allowing me to respond to the aforementioned complaint. We take each and every customer comment or complaint very seriously and appreciate the service you offer. I recall my conversation with this customer a few months ago. During that conversation she expressed a concern about...
several of the items she brought in for consignment. As I discussed with her unfortunately I do not specifically remember every item I see for sale in the store, that does not mean it was not there it simply means I see thousands of items come and go every day. A specific item she expressed concern for was a Garmen and I responded by saying we have had many Garmens for sale which are displayed in our display case but could not verify that one of them in the past year had specifically been hers. She also questioned during that conversation why more items of hers did not sell. Unfortunately there is not a magical explanation for that no rhyme or reason . Our goal of course is to sell as much as possible which is a benefit to both our customers and us but after a three month consignment period during which time there are several price reductions unfortunately unsold merchandise remains. I feel disheartened when any customer is unhappy with our services and I try to pursue a fair resolution. On some occasions that attempt does fail because the nature of consignment brings forth alot of personal emotion and value to the situation. The day this particular customer and I spoke I went over our policy and procedures and I felt at the end of our conversation she was satisfied had I known there was still unanswered questions I would have pursued it further. As she mentioned twenty items of hers sold and she had received $65.40 and as much as we want so badly to keep everyone happy unfortunately we cannot offer money to every customer for every item that does not sell or does not sell for the value they would have placed on it we can only pay for the items that have sold. What I can offer is to go above and beyond our normal policy if she chooses to do business with us in the future. Instead of her consignment items being processed in the order in which they are received I can specifically sort through them with her on the spot price them and display them so we are on the same page. I am happy to do this upon request with any customer as we value their business and want everyone to feel we are doing our best to represent their personal belongings. If I can be of further help or answer any questions please don't hesitate to contact me. I am open to any comments or suggestions. Thank you again for your time.
[redacted]
owner
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.]
Yes, as I stated I do have a hand writtten copy I was told there was no copy machine and not offered a "digicopy" as an alternative. I simply asked for a handwritten copy as there was no other choice available to me.
Once again the issue I have brought up in regard to item pick up was not addressed. Please, again,I'm requesting that this concern be addressed it is frustrating to ask and over and over and be ignored. Please refer to my last email where I specified I would like a response for that specific concern which I clearly describe again.
I would like to inform you yesterday I received a check from a local consignment shop for an item of mine that they were unable to account for. This particular local shop did copy the list I brought in at the time of consignment and gave me a date to pick up my items. I consider that business clearly more responsible. I would also like to inform you I did not demand payment they offered payment. I have copied the check for verification of what I just stated. The situation was resolved ammicably. I trust their presidence to be placed on establishing a good reputation in opposition to a few dollars profit for their own error.
In the past month I discovered yet another local consignment shop that offers their clients online access to their accounts. I realise all shops can not do this when starting out but mentioned it because there are reasons for a service such as this probably resulting from similar incidents such as I've been subjected to.
Again, a 80 0/0 loss is not something to be disregarded.
Regards,
[redacted]
She is a hundred percent correct that she received a hand written copy . I apologize that I said she received a copy but did not clarify hers was hand written because she demanded it on the spot. On the very few occasions a customer has requested a copy we would normally take it to Digicopy because they do our printing, copying, and fax services. I hope this was written more clearly this time.
I will not be addressing the question regarding the types of office equipment we use at Family Treasures because I don't think it's a valid topic of discussion. What I will say is that we do a lot of business with Digicopy and they meet our needs for the high volume of printing and copying we do. Every customer is able to obtain a copy of any form by request as the complainant did.
As I stated earlier consignment is a tough business to please everyone because these are personal belongings. When something does not sell or for the value a consignor places on it then it raises red flags and causes questions regarding the integrity of the business. I could write pages trying to explain how the consignment business works but until you work in this type of business it's hard to comprehend. That is why we have the terms of agreement to outline the basic guidelines of the consignment procedure . in regards to this particular customer I have discussed this situation with coworkers, other consignment store owners, and the Revdex.com and it is the consensus that if we pay someone for items they felt should have sold even if they didn't we would be setting a precedent for future complaints. With that being said I still feel terrible that a customer was unhappy with the services we offered and I would be willing to offer a $20.00 store gift card for her time and effort bringing her thoughts to our attention. That would be an equivalent amount had her Garmen sold.
This customer is welcome to discuss this matter further at anytime.
Thank you to the Revdex.com for their time and service offered.
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.]
My response is as follows:
I reviewed the response from Ms. [redacted] and found several issues with it. She states she does not remember each item that comes in to her shop, I feel this is a good reason to list them, which I did, and provide the customer with a copy. Again, I would like to mention they have no copy machine. It would be to the benefit of all to have a copy machine, they are inexpensive to buy or could even be rented, I'm sure a deductible business expense. Ms. [redacted]s reason for not having one is unknown to me and questionable, especially in that type of business. The situation being what it is leaves the consumer at the mercy of the business and their policies. It simply is the word of one against the other, no protection at all for the consumer.
I both checked for and asked about the Garmin several times over the months of consignment and never saw it again or was given a answer as to what became of it. I, repeatedly, was told things may have sold and would not be accounted for, for at least 2 weeks. I mentioned in my last correspondence, if their time limit for pick up was up before the pay out how on earth do you know what your looking for to take home? In other words, you don't know what has sold.
Her recall of our conversation is correct to an extent. I mentioned earlier it was to the point of being embarrassing to keep bringing up the issue with her. At the time of our last conversation customers were in line waiting to be taken care of. I was not satisfied with her response but under the circumstances and the same old lack of responsibility I felt it was better to pursue it with your agency as I obviously was getting nowhere with Ms. [redacted]. I have no attachment to what I brought in to be sold or I would not be selling it. However, I would like to be paid for more then 20 o/o of the items I took the time to sort, prepare for sale, pack, and deliver there. It is difficult to comprehend how the most expensive item I brought there was lost. I have absolutely no intention of continuing a business relationship under these circumstances. My daughter is a business person in this area and has been for a number of years, she was shocked by the business ethics I was trying to cope with.
My ultimate goal is to protect other consumers from these very poor business ethics. Secondly, I feel I deserve payment of some sort for such obvious neglect to the care of my belongings.
Regards,
[redacted]
Hi thank you for allowing me to respond to the aforementioned complaint. We take each and every customer comment or complaint very seriously and appreciate the service you offer. I recall my conversation with this customer a few months ago. During that conversation she expressed a concern about...
several of the items she brought in for consignment. As I discussed with her unfortunately I do not specifically remember every item I see for sale in the store, that does not mean it was not there it simply means I see thousands of items come and go every day. A specific item she expressed concern for was a Garmen and I responded by saying we have had many Garmens for sale which are displayed in our display case but could not verify that one of them in the past year had specifically been hers. She also questioned during that conversation why more items of hers did not sell. Unfortunately there is not a magical explanation for that no rhyme or reason . Our goal of course is to sell as much as possible which is a benefit to both our customers and us but after a three month consignment period during which time there are several price reductions unfortunately unsold merchandise remains. I feel disheartened when any customer is unhappy with our services and I try to pursue a fair resolution. On some occasions that attempt does fail because the nature of consignment brings forth alot of personal emotion and value to the situation. The day this particular customer and I spoke I went over our policy and procedures and I felt at the end of our conversation she was satisfied had I known there was still unanswered questions I would have pursued it further. As she mentioned twenty items of hers sold and she had received $65.40 and as much as we want so badly to keep everyone happy unfortunately we cannot offer money to every customer for every item that does not sell or does not sell for the value they would have placed on it we can only pay for the items that have sold. What I can offer is to go above and beyond our normal policy if she chooses to do business with us in the future. Instead of her consignment items being processed in the order in which they are received I can specifically sort through them with her on the spot price them and display them so we are on the same page. I am happy to do this upon request with any customer as we value their business and want everyone to feel we are doing our best to represent their personal belongings. If I can be of further help or answer any questions please don't hesitate to contact me. I am open to any comments or suggestions. Thank you again for your time.
[redacted]
owner
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.]
Yes, as I stated I do have a hand writtten copy I was told there was no copy machine and not offered a "digicopy" as an alternative. I simply asked for a handwritten copy as there was no other choice available to me.
Once again the issue I have brought up in regard to item pick up was not addressed. Please, again,I'm requesting that this concern be addressed it is frustrating to ask and over and over and be ignored. Please refer to my last email where I specified I would like a response for that specific concern which I clearly describe again.
I would like to inform you yesterday I received a check from a local consignment shop for an item of mine that they were unable to account for. This particular local shop did copy the list I brought in at the time of consignment and gave me a date to pick up my items. I consider that business clearly more responsible. I would also like to inform you I did not demand payment they offered payment. I have copied the check for verification of what I just stated. The situation was resolved ammicably. I trust their presidence to be placed on establishing a good reputation in opposition to a few dollars profit for their own error.
In the past month I discovered yet another local consignment shop that offers their clients online access to their accounts. I realise all shops can not do this when starting out but mentioned it because there are reasons for a service such as this probably resulting from similar incidents such as I've been subjected to.
Again, a 80 0/0 loss is not something to be disregarded.
Regards,
[redacted]