Gott A Costume

Initial Business Response /* (1000, 8, 2015/11/08) */
[redacted], may I apologize for any harm we may have caused you. You sound very offended and I'm not sure that anything I say can make a difference or can make you feel better. I do want to clarify a few things. I have taken the time to hear...

each story and to see where we failed you as a company. First of all the worker who you said accused your daughter of stealing, told me that she said to her, "Do you need to try that costume on?" Your daughter said No. She then said, "has your mom already paid for it"? and your daughter said "yes my mom did". She said ok and happy halloween and left. She did not say, Your mom has not paid for that, she did not say You have not paid for that, she did not say, you stoled that costume, she did not say come back in here because you have not paid for that costume. She did what she was supposed to do and that is to check on customers to make sure they have been helped. I find it interesting that you did not approach that worker and asked her to clarify what she just said to your daughter. She is a mother with a daughter similar to yours. She is the kindest sweetest lady and everybody loves her. She feels horrible that you never gave her a chance to explain herself. Now with the other issue. [redacted] A Costume has a strict no refund policy because of seasonal parties. You see signs everywhere when you enter the door . We don't even know how to do refunds on the terminal and when you approached my manager and asked for a refund from her she had to get out the manuel and read how to do it. When she called me and hearing your story, I immediately approved the refund. My worker read the instructions, and tried to follow them but it turned out charging you instead of issuing you a refund. Not intentional, not in revenge, not on purpose, but a simple mistake because she was not familiar with how to do a refund on that terminal. To try again without tech support might have created the same results. When you called me, and demanded a refund, I told you that we would give you one as soon as we learned how. The tech support for this cc company is closed on the weekends. So when you said that you would wait all day in the store, I said it would not make a difference because I still could not get an answer from that company until Monday.
You asked for a cash refund and I said I have not been paid yet. It takes 2 day before the money reaches my bank. So to give you a cash refund knowing that you could refuse the charges or cancel the purchase would not make good business sense but I would do everything I could on Monday to help which I did. Where I do need to apologize is how long it took us to reach this companies tech support. We still have not been able to and several emails have been sent to the cc manager [redacted] complaining about the fact that our company could not reach anyone from their company and how unacceptable that is. We have passed this complaint on to them so they could see. Finally I went into the store with my own credit card and worked through the refund process on the terminal and once I figuring it out, we called you and issued the refund. Nothing was intentional, we did not anticipate it taking so long and we did not try to keep your money hoping you would go away. I apologize if you feel we were rude. Nobody should be rude on our end or yours. We were not intentionally out to get your daughter, and I wish you would have given my worker a chance to clarify what she had said. However, stealing is ramped in the retail business. Our business takes a hit every Halloween season with thousands of dollars in merchandise stolen from my family. We try our hardest to approach the bad guys only but we are always checking and watching so that we can catch those who need to be caught, so that we can stay in business and not get robbed blind. Once again. Please accept our apology for the length of time it took to give you your refund. We would be mad also if someone did the same to us. Please know it was not intentional or negligent. Thank you for your patience and we hope you give us another chance to do it right next time.