See AttachmentSeptember 19, 2015 Ms*** *** VP Dispute Resolutions and Operations Revdex.com SCounty Rd5, SteFtCollins, CO 80528 Dear ***: Thank you for the opportunity to respond to a letter received by a customer regarding Niemann Music and the business
practices thereofWhile the customer provided much detail in her letter, my response will be far more brief. First and foremost, I personally endorsed a refund check in the amount of $on September 12, and placed it into the US Mail systemThe customer should have received said check by the date of this response. In an attempt to defend the reputation of Niemann Music and my own personal honor, I offer the following: The customer did in fact order a *** *** brand UkuleleWhen the instrument arrived in the mail, I called the customer to tell her I had it at the store Regretfully, I did not personally open and inspect the instrument prior to the customer coming to retrieve itAs her Letter states, the instrument was not as ordered and not in any condition to be sold as new This was a fault of the manufacturer and not of mine personally, though I felt bad for the sake of the customer. I offered to reorder the *** *** Ukulele, but the customer was not interested and asked for a refund of her deposit instead I was more than willing to refund the deposit even though my business practice is "No Refunds"However, my desire was to satisfy the customer at that moment and follwith the manufacturer at a later date. Emotions became elevated with both the customer and l over the fact that my electronic refund machine was not working correctly, aside from the fact that I am not in the habit of offering refunds and therefore wasn't certain how to initiate a refund It was not until the customer became visibly agitated that I reminded her that all of my printed material states my No Refund Policy. Bottom line ***, I have been in the retail business for over years in Cheyenne and am proud of my customer service record In this case, the customer would more than likely have walked away much happier had she not scheduled this appointment and another back to back and felt the time constraints to get to her other appointment, and then applied unnecessary pressure to me to resolve the matter
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Yes, he did send me a check after my complaint to Revdex.com, but per his response, the owner was not up front and honest. My receipt and the sign in the store states he does not accept "CASH refunds." It does not state he does not accept any refunds. In his letter of response he states his store's policy does not offer any refunds. It was not until after his credit card machine failed to return my money that he suddenly stated there was no refunds. As well, when the owner failed to get a hold of the company for two days in a row to order me a new ukulele, that was when my Mom suggested to him over the phone for me to get a refund, and he nicely agreed and said at that time that he thought that was best. That was when my mom asked if we should come in to the store and he said yes. Because I had to work and we went in 3 days later per his agreement to refund my deposit. We were not pressuring him, but did as he agreed. I also want to state that any business that sells products and refuses to give refunds and back up their product is not good business practice. I state this since he said in his reply letter that his store policy is "no refunds." Had my mom and I known that policy we would have never shopped there because if a business cannot back up their product then we prefer to do business elsewhere. His sign in the store said no cash refunds and did not state no refunds at all. I am glad he did return my deposit.
Regards,
[redacted]
See AttachmentSeptember 19, 2015 Ms*** *** VP Dispute Resolutions and Operations Revdex.com SCounty Rd5, SteFtCollins, CO 80528 Dear ***: Thank you for the opportunity to respond to a letter received by a customer regarding Niemann Music and the business
practices thereofWhile the customer provided much detail in her letter, my response will be far more brief. First and foremost, I personally endorsed a refund check in the amount of $on September 12, and placed it into the US Mail systemThe customer should have received said check by the date of this response. In an attempt to defend the reputation of Niemann Music and my own personal honor, I offer the following: The customer did in fact order a *** *** brand UkuleleWhen the instrument arrived in the mail, I called the customer to tell her I had it at the store Regretfully, I did not personally open and inspect the instrument prior to the customer coming to retrieve itAs her Letter states, the instrument was not as ordered and not in any condition to be sold as new This was a fault of the manufacturer and not of mine personally, though I felt bad for the sake of the customer. I offered to reorder the *** *** Ukulele, but the customer was not interested and asked for a refund of her deposit instead I was more than willing to refund the deposit even though my business practice is "No Refunds"However, my desire was to satisfy the customer at that moment and follwith the manufacturer at a later date. Emotions became elevated with both the customer and l over the fact that my electronic refund machine was not working correctly, aside from the fact that I am not in the habit of offering refunds and therefore wasn't certain how to initiate a refund It was not until the customer became visibly agitated that I reminded her that all of my printed material states my No Refund Policy. Bottom line ***, I have been in the retail business for over years in Cheyenne and am proud of my customer service record In this case, the customer would more than likely have walked away much happier had she not scheduled this appointment and another back to back and felt the time constraints to get to her other appointment, and then applied unnecessary pressure to me to resolve the matter
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Yes, he did send me a check after my complaint to Revdex.com, but per his response, the owner was not up front and honest. My receipt and the sign in the store states he does not accept "CASH refunds." It does not state he does not accept any refunds. In his letter of response he states his store's policy does not offer any refunds. It was not until after his credit card machine failed to return my money that he suddenly stated there was no refunds. As well, when the owner failed to get a hold of the company for two days in a row to order me a new ukulele, that was when my Mom suggested to him over the phone for me to get a refund, and he nicely agreed and said at that time that he thought that was best. That was when my mom asked if we should come in to the store and he said yes. Because I had to work and we went in 3 days later per his agreement to refund my deposit. We were not pressuring him, but did as he agreed. I also want to state that any business that sells products and refuses to give refunds and back up their product is not good business practice. I state this since he said in his reply letter that his store policy is "no refunds." Had my mom and I known that policy we would have never shopped there because if a business cannot back up their product then we prefer to do business elsewhere. His sign in the store said no cash refunds and did not state no refunds at all. I am glad he did return my deposit.
Regards,
[redacted]