RE: ID #[redacted]To whom it may concern:This letter is in response to [redacted]s complaint dated July 11,2017. I have enclosed copies of the receipts that we have in our computer system. Please find a copy of a purchase made on July 6, 2017 by Mrs. [redacted], invoice# [redacted]. I have also...
enclosed a copy offew purchases she has made from the past few years.Mrs. [redacted]s purchase was for $29.49 on July 6, 2017. I do not have any records of her making a purchase in our store on July 8, 2017 for $90 and nor was there a copy of her purchase enclosed with this complaint. At this point, I will assume she is referring to her time spent in the store on July 6'h Mr and Mrs [redacted] came shopping into our store on Thursday, July 6th at approximately 1:20 pm. my manager on duty, personally helped the customer numerous times in the showroom, within approximately a 30 minute time frame, before the customer went to the finalize their purchase. The manager pleasantly chatted with the customer, went out of his way to offer his assistance with finding products, and also even offered to remove himself out of their way (while he was stocking merchandise) so they could more easily see the merchandise to make their shopping easier. On top of that, the manager informed the customer of a "Buy 2 Get 1 Free" promotion on the items they were looking to purchase. He stated that it is one of the best, if not the best discount, we have ever placed on such items, and highly recommended for them to take advantage of the sale. The customer excitedly agreed that it was a really good sale, and they were going to take advantage oft he deal. Then, the manager on duty was called to the front of the store to assist an employee and Mrs. [redacted] in regards to the coupon situation. After the customer presented this '10% off coupon,' the manager informed her that the "10% discount" coupon was no longer a valid coupon that Gary Pools currently accepts. We informed her that coupon was an unauthorized coupon that a former employee leaked into one of our social media outlets many years ago. Even though it wasn't authorized by ourcorporate headquarters to be in effect, we still honored the coupon for the remainder of that year. We thought that we were doing the "right thing" by going above and beyond for the customers that happened to come in, near that time frame (within 1 year), because of this mishap. However, we currently do not accept that coupon due to the amount of time that has passed, which has been at least 5 years. so therefore, the coupon that Mrs. [redacted] has is not one that is currently on our web site.It was stated to the customer that due to company policy, the "Buy 2 Get 1 Free" promotion unfortunately, can't be combined with any other coupons, discounts, or sales. So therefore, the "10% off' coupon the customer was trying to use (even if we allowed it) couldn't be combined with the "Buy 2 Get 1 Free" promotion. In fact, the "Buy 2 Get 1 Free" promotion, which is a savings of up to 33% off, was a way better deal than the alternative 10% off discount they were attempting to use, and wouldn't be in their best interest. Mrs. [redacted] was very upset and distraught, and made some threatening comments because we would not accept her coupon. She did not purchase any floats. There is no $90 purchase that I am aware of and there is no receipt provided by the customer. Therefore, the amount she is disputing $9 is an arbitrary and assumed dollar amount In regards to the 'few empty totes' that she claims she did not receive payment for, we gave her credit for the one empty tote and the 4 extra bottles that she did return that day. Please refer to invoice 11[redacted] on July 6 which shows the return of bottles and one tote. She had purchased an additional eight gallons of liquid chlorine and only took one tote with eight bottles. The only way that Gary Pools found out that she was questioning her returned totes was through 'social media' where she made a fake news post. If she would have contacted us directly via phone, we would have provided her a copy of her receipt [redacted] of July 6th, 2017, assuming this is the date she is referring to. Again, without her providing proof of purchase of anything different, we cannot detenmine what she is referring to. Gary Pools strives to work with customers with our written store policies and has not broken any 'laws'. In fact, if you look at invoice [redacted] and [redacted], Mrs. [redacted] was given a 10% discount in the past for this same coupon. Gary Pools didn't have to give her the discount but in good faith we did. However, this year we were adamant that it will not continue, which lead to this demise. Even though Mrs. [redacted] has given negative reviews on social media and has created fake news, we are still here to assist her in their pool needs and try to help them with the best of our abilities. Any other questions, please contact me at the number above. Sincerely,GARY POOL SALES & SERVICE, INCCurt S[redacted]
RE: ID #[redacted]To whom it may concern:This letter is in response to [redacted]s complaint dated July 11,2017. I have enclosed copies of the receipts that we have in our computer system. Please find a copy of a purchase made on July 6, 2017 by Mrs. [redacted], invoice# [redacted]. I have also...
enclosed a copy offew purchases she has made from the past few years.Mrs. [redacted]s purchase was for $29.49 on July 6, 2017. I do not have any records of her making a purchase in our store on July 8, 2017 for $90 and nor was there a copy of her purchase enclosed with this complaint. At this point, I will assume she is referring to her time spent in the store on July 6'h Mr and Mrs [redacted] came shopping into our store on Thursday, July 6th at approximately 1:20 pm. my manager on duty, personally helped the customer numerous times in the showroom, within approximately a 30 minute time frame, before the customer went to the finalize their purchase. The manager pleasantly chatted with the customer, went out of his way to offer his assistance with finding products, and also even offered to remove himself out of their way (while he was stocking merchandise) so they could more easily see the merchandise to make their shopping easier. On top of that, the manager informed the customer of a "Buy 2 Get 1 Free" promotion on the items they were looking to purchase. He stated that it is one of the best, if not the best discount, we have ever placed on such items, and highly recommended for them to take advantage of the sale. The customer excitedly agreed that it was a really good sale, and they were going to take advantage oft he deal. Then, the manager on duty was called to the front of the store to assist an employee and Mrs. [redacted] in regards to the coupon situation. After the customer presented this '10% off coupon,' the manager informed her that the "10% discount" coupon was no longer a valid coupon that Gary Pools currently accepts. We informed her that coupon was an unauthorized coupon that a former employee leaked into one of our social media outlets many years ago. Even though it wasn't authorized by ourcorporate headquarters to be in effect, we still honored the coupon for the remainder of that year. We thought that we were doing the "right thing" by going above and beyond for the customers that happened to come in, near that time frame (within 1 year), because of this mishap. However, we currently do not accept that coupon due to the amount of time that has passed, which has been at least 5 years. so therefore, the coupon that Mrs. [redacted] has is not one that is currently on our web site.It was stated to the customer that due to company policy, the "Buy 2 Get 1 Free" promotion unfortunately, can't be combined with any other coupons, discounts, or sales. So therefore, the "10% off' coupon the customer was trying to use (even if we allowed it) couldn't be combined with the "Buy 2 Get 1 Free" promotion. In fact, the "Buy 2 Get 1 Free" promotion, which is a savings of up to 33% off, was a way better deal than the alternative 10% off discount they were attempting to use, and wouldn't be in their best interest. Mrs. [redacted] was very upset and distraught, and made some threatening comments because we would not accept her coupon. She did not purchase any floats. There is no $90 purchase that I am aware of and there is no receipt provided by the customer. Therefore, the amount she is disputing $9 is an arbitrary and assumed dollar amount In regards to the 'few empty totes' that she claims she did not receive payment for, we gave her credit for the one empty tote and the 4 extra bottles that she did return that day. Please refer to invoice 11[redacted] on July 6 which shows the return of bottles and one tote. She had purchased an additional eight gallons of liquid chlorine and only took one tote with eight bottles. The only way that Gary Pools found out that she was questioning her returned totes was through 'social media' where she made a fake news post. If she would have contacted us directly via phone, we would have provided her a copy of her receipt [redacted] of July 6th, 2017, assuming this is the date she is referring to. Again, without her providing proof of purchase of anything different, we cannot detenmine what she is referring to. Gary Pools strives to work with customers with our written store policies and has not broken any 'laws'. In fact, if you look at invoice [redacted] and [redacted], Mrs. [redacted] was given a 10% discount in the past for this same coupon. Gary Pools didn't have to give her the discount but in good faith we did. However, this year we were adamant that it will not continue, which lead to this demise. Even though Mrs. [redacted] has given negative reviews on social media and has created fake news, we are still here to assist her in their pool needs and try to help them with the best of our abilities. Any other questions, please contact me at the number above. Sincerely,GARY POOL SALES & SERVICE, INCCurt S[redacted]