Glass & Screens Etc

Dear Ms [redacted] ***, Thank you for bringing Mr [redacted] 's complaint to my attentionWhat we are striving for in Glass & Screens Etcis to meet our customer's needs as much as we canSometimes things are beyond our control, especially when a third party like one of our manufacturer is involvedI wish I could have resolved Mr [redacted] 's issue right on the spotHe asked me to give his deposit back when his order was scheduled to be shipped the next business dayWe are not talking about a piece of glass, but a costly item likes a shower door The reason for asking or leaving a deposit is to gain a customer's commitmentWe don't manufacture glass in our company, and if Mr [redacted] is a customer to me, I am a customer to my manufacturerIf my manufacturer breaks the glass, as it sometimes happens, there will be a couple of days delay to remanufacture the same glassIt is not good but understandableThings just happenI am sorry if Mr [redacted] got so upset The job was offered to me by Mr [redacted] 's contractor, Mr [redacted] , who is one of my regular customers***, my installer, was sent to measure his custom shower door enclosureI have no idea about the conversation between [redacted] and Mr [redacted] , but none of my employees do pricing, quoting or scheduling jobsI do I did talk to Mr [redacted] about his three different options he had for his shower doorHe gave me his options and it took me couple of days to put the details drawing and measurements together and sending them for quotesMr [redacted] eventually chose the rain glass, one of his three options over the phoneI had to wait a several more days to get the deposit amount to order the unit for him Placing an order for a shower door has its own proceduresWe send the manufacturer the derailed info including the drawingThey fax back to us the version they need for their production deptwith the price asking us to confirm it to ensure the accuracy or the order and to gain our commitmentTo fabricate the unit, they usually need five business days or one calendar week, then after shipment add a couple of business days for schedule the installation day, it will usually get ten business days or two calendar weeksI do not understand the basis of Mr [redacted] 's complaintOur record shows that his order was sent to the manufacturer the same day he left the deposit with us and was installed the same day it was shipped to usWe did have a couple of days delay because the glass was broken right before its shipment and had to be remanufacturedI think the main reason of his concerns is due to the misunderstanding or miscommunication between usI would clarify every single thing about our procedures if I knew anything about the conversation between my employee and Mr [redacted] , as he put it in his complaint We installed the unit on Monday 04/14/2015, Mr [redacted] likes his shower enclosure and he paid the balance of the deal Attached please see the documents showing the actual dates the order was taken placed, shipped and installedI do hope this will help clarify the caseI also hope that Mr [redacted] gives us a second chance for his next project to prove him we are the best in our job I appreciate your attention to this case, if you need any more documents or information please let me know Regards, Mir Glass & Screens Etc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Ms[redacted],
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Thank you for bringing
Mr[redacted]'s complaint to my attentionWhat we are striving for in Glass &
Screens Etcis to meet our customer's needs as much as we canSometimes
things are beyond our control, especially when a third party like one of our
manufacturer is involvedI wish I could have resolved Mr[redacted]'s issue right
on the spotHe asked me to give his deposit back when his order was scheduled
to be shipped the next business dayWe are not talking about a piece of glass,
but a costly item likes a shower door
The reason for asking
or leaving a deposit is to gain a customer's commitmentWe don't manufacture
glass in our company, and if Mr[redacted] is a customer to me, I am a customer to
my manufacturerIf my manufacturer breaks the glass, as it sometimes happens,
there will be a couple of days delay to remanufacture the same glassIt is not
good but understandableThings just happenI am sorry if Mr[redacted] got so
upset
The job was offered to
me by Mr[redacted]'s contractor, Mr[redacted], who is one of my regular
customers[redacted], my installer, was sent to measure his custom shower door
enclosureI have no idea about the conversation between [redacted] and Mr[redacted],
but none of my employees do pricing, quoting or scheduling jobsI do
I did talk to Mr
[redacted] about his three different options he had for his shower doorHe gave me
his options and it took me couple of days to put the details drawing and
measurements together and sending them for quotesMr[redacted] eventually chose
the rain glass, one of his three options over the phoneI had to wait a several
more days to get the deposit amount to order the
unit for him
Placing an order for a
shower door has its own proceduresWe send the manufacturer the derailed info
including the drawingThey fax back to us the version they need for their
production deptwith the price asking us to confirm it to ensure the accuracy
or the order and to gain our commitmentTo fabricate the unit, they usually
need five business days or one calendar week, then after shipment add a couple
of business days for schedule the installation day, it will usually get ten
business days or two calendar weeksI do not understand the basis of Mr
[redacted]'s complaintOur record shows that his order was sent to the
manufacturer the same day he left the deposit with us and was installed the
same day it was shipped to usWe did have a couple of days delay because the
glass was broken right before its shipment and had to be remanufacturedI
think the main reason of his concerns is due to the misunderstanding or
miscommunication between usI would clarify every single thing about our
procedures if I knew anything about the conversation between my employee and
Mr[redacted], as he put it in his complaint.
We installed the unit
on Monday 04/14/2015, Mr[redacted] likes his shower enclosure and he paid the
balance of the deal
Attached please see
the documents showing the actual dates the order was taken placed, shipped and
installedI do hope this will help clarify the caseI also hope that Mr
[redacted] gives us a second chance for his next project to prove him we are the
best in our job
I appreciate your
attention to this case, if you need any more documents or information please
let me know
Regards,
Mir
Glass & Screens
Etc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]