Thank you for contacting us in regard to the complaint you
received from [redacted]. Upon
investigation of the...
situation it has been determined that we are unable to verify
if the damage occurred to the glass prior to being picked up or after it was removed
from our premises as the glass was wrapped in paper and taped by the
supplier. Based on the circumstances of
this complaint, Frank’s Glass has implemented new procedures where all wrapped
items should be unwrapped and inspected prior to removal from the
premises. A customer sign-off will be
required upon inspection. All mirrors ordered through Frank’s Glass are custom
cut to size, thus returns are not accepted.
In addition, Mr. [redacted] was also provided with an additional andscot
bracket at no charge (value $15) when he picked up the replacement mirror. Frank’s Glass has been in business for over
40 years and has had a stellar service record over this period. We pride ourselves on providing world class
customer service. We regret that Mr.
[redacted] experienced an issue with the mirrors he ordered. As a result, in good faith, we will reimburse
Mr. [redacted] the $87 incurred for the cost of the replacement mirror. As noted, in the future we will inspect all
product prior to leaving the premises to ensure there is no dispute with
whether the product was damaged prior to or after leaving our business.
Thank you for contacting us in regard to the complaint you
received from [redacted]. Upon
investigation of the...
situation it has been determined that we are unable to verify
if the damage occurred to the glass prior to being picked up or after it was removed
from our premises as the glass was wrapped in paper and taped by the
supplier. Based on the circumstances of
this complaint, Frank’s Glass has implemented new procedures where all wrapped
items should be unwrapped and inspected prior to removal from the
premises. A customer sign-off will be
required upon inspection. All mirrors ordered through Frank’s Glass are custom
cut to size, thus returns are not accepted.
In addition, Mr. [redacted] was also provided with an additional andscot
bracket at no charge (value $15) when he picked up the replacement mirror. Frank’s Glass has been in business for over
40 years and has had a stellar service record over this period. We pride ourselves on providing world class
customer service. We regret that Mr.
[redacted] experienced an issue with the mirrors he ordered. As a result, in good faith, we will reimburse
Mr. [redacted] the $87 incurred for the cost of the replacement mirror. As noted, in the future we will inspect all
product prior to leaving the premises to ensure there is no dispute with
whether the product was damaged prior to or after leaving our business.