Frate Service, Inc.

The Power Rack Mr. [redacted] had ordered online was a Refurbished [redacted] which is identified by the SKU 8[redacted]. The [redacted] is a very popular Power Rack and we go through regular stock on the racks pretty quickly during the first quarter of the year. We do not get refurbished versions of the rack...

very often nor can we tell when they will sell or when another one will be available. We can't order them like we can regular stock. Its a first come first serve basis. We offer them at a significant discount because even though they are completely functional and carry a lifetime structural warranty we can not guarantee that they will not have any nicks ding or scratches on them. That is why we discount them heavily and why they aren't available often or for very long periods of time. The refurbished product is kept in the manufacturers warehouse and is available for sale through several venues. It is not until the order is picked that we can verify it is still 100% available. In this particular case it was sold and unavailable. Before we called Mr. [redacted] to let him know it was sold we tried to get the manufacturer to check there warehouse for one that may be in the refurbishing process that might be made available so we could ship it to Mr. [redacted]. When it was not we called to notify him that we would give him a full refund. He was clearly upset when he spoke to [redacted] and [redacted] understood that. It is disappointing to the customer as well as to our sales team. We are not in business to disappoint our customers. We were happy to refund the customers money and to continue to look for a refurbished power rack to satisfy the price the customer had paid for the power rack. As soon as one came available we would contact him and see if he was still interested. We are also happy to give Mr. [redacted] a discount on a brand new rack but it would not be the same as the refurbished models price. I am very sorry that the customer felt that [redacted] was disinterested in helping him acquire a power rack because it is to [redacted]'s advantage to make the customer happy and sell him his product, but [redacted] cannot sell what he doesn't have. [redacted] earns his living making sure he satisfies the customer, and Mr. [redacted] is no exception. Mr [redacted] mentions [redacted], but the units were not available there either and once the [redacted] store manager got the inventory update he pulled the product down. I would love to satisfy this gentleman and would be happy to keep looking for a refurbished power rack for him if he would like but I cannot tell him for sure when that will be available. We have other power racks available though not refurbished we have a couple at different price points. We would be happy to workout a deal for Mr. [redacted]. We do pride ourselves on being a Revdex.com A+ Accredited Business and we appreciate the ability for consumers to use it as a forum to communicate their issues. I am sorry your plans were ruined when this particular rack was not available, I really do wish I had control over the availability of refurbished product but it is as much of a first come first serve basis to us as it is to our customers. We try to offer all that we can to save people money but when it sells it is very hard to replace. I do apologize for any lack of communication or rudeness that was perceived by Mr. [redacted], that is not how we treat customers. We wouldn't have been able to stay in business for more than 25 years if it was. We would still love to try and make Mr. [redacted] a happy customer should he decide he would like to give us an opportunity.