Initial Business Response /* (1000, 5, 2014/02/20) */
The customer placed an order for cabinets with a plain front doorThey chose this door because they did not want to pay the higher price for a 'Shaker' style doorWe have signed documents from the customer for the floor plan and
cabinets orderedThe signed receipt clearly indicates that the cabinets were a 'Special Order' and there would be "No Returns Or Exchanges'
After the customer had the cabinets, they indicated that they wanted different doorsWe offered to replace the plain front doors with a 'Shaker' style door at a deeply discounted additional price of $1,The customer declined this offer
We did not make any mistake on the order and were not rude to the customerWe believe that this is an attempt by the customer to get a better cabinet at the same price
In order to resolve this matter, we are willing to allow the customer to return the cabinets, in an unused, original factory condition and in the original packagingWe will then refund the purchase price less a 20% restocking feeWe make this one time offer despite the 'Special Order - No Returns Or Exchanges' policy clearly indicated on the signed receipt
Final Consumer Response /* (4200, 12, 2014/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we came into Studio 41, we specifically told the salesperson that we wanted the Shaker style in Smart CabinetryShe told us that in Studio 41, it is called Rockport, which, once again is why we signed the receiptWe have included the picture that we took the night of December 21, 2013, which is the style that we told her we wanted (in Smart manufacturing), and that she told us we were gettingThis is the model that we used for the entire nightBut once again, Studio says that that did NOT happen....nothing we say happened is the point that we are trying to get acrossThis is the second response from the store, and now these cabinets have been called Rockport, Georgtown, Squire and now there is mention of Kountry Wood ProductsWhat Studio does not understand here, is that the salesperson NEVER went through any of thisWe told her we wanted Shaker, and she told us that in the store this is called Rockport
This is the photo of the style of doors that we have referred to the whole time at the store when we went in after the wrong delivery, and on this disputeWe told her we wanted this style, in Smart cabinetryWe were working with a cabinet Salesperson - we're not the ones that made a mistake here
The store never called us to let us know the cabinets were there in February - we made the phone callsNow, the store didn't bother to call when the glass doors were ready - we had to inquire about it on here as wellWhat is store policy? The customer calls pretty much daily to ask when the merchandise arrives? Again, we were told the store would call usThat never happened
All that we would like at this point, is for Studio to take these cabinets back (they are in original packaging and have been since this started) and return our money
Final Business Response /* (4000, 10, 2014/03/05) */
The first cabinets the customer looked at on the showroom floor are made by Kountry Wood ProductsThese cabinets are a 'Shaker' style and are known as Georgetown with a dark Maple finishThe second cabinets the customer looked at on the showroom floor are made by Smart Cabinetry and have a plain front doorThese cabinets are known as Rockport with a dark Maple finishInformation sheets for both cabinets were available on the showroom floor and are attachedWe believe the customer took a copy of the Smart Cabinetry Rockport information sheet with them, since these are the cabinets that they selected
Smart Cabinetry also makes a 'Shaker' style cabinet, known as Squire, but these are not displayed in our showroomSo the customer could not have taken a picture of Smart Cabinetry Squire style cabinets in our showroom
The cabinets made by Kountry Wood Products are much more expensive than similar door style cabinets made by Smart Cabinetry
The glass doors have been in our warehouse since the middle of February, but have not been made available to the customer due to the dispute on the orderWe also prefer to handle glass items as little as possible
Since the customer declined our offer to take the cabinets back with a 20% restocking fee, we will be happy to have the customer pick up the glass doors when they acknowledge in writing that they will no longer dispute the order with the Revdex.com and their credit card company, and will provide us a full and complete written release
The initial price quote was based on estimated measurements provided by the customerThis order was to be financed for the customer by *** Bank, the customer signed the necessary
paperwork for the amount of the initial price quote, and the financing was approved*** Brands visited and obtained the actual measurements at the customer’s home which resulted in a final, higher priceThe customer had originally been told that if the price increased based on the actual measurements, additional paperwork would need to be signed and submitted to *** BankWe could not confirm the order with *** Brands until we had approval from *** Bank for the higher amount of the order
We apologize for not being able to reach the customerBut if the customer had been in touch with us instead of *** Brands, we could have obtained and submitted the additional paperwork to *** Bank, and confirmed the order with *** Brands once we had the financing approval for the higher amount
The customer has cancelled the orderWe incurred a charge of $from *** Brands for the measurement in the customer’s homeWe will not charge that amount to the customerWe have not received any payments from *** Bank for the countertops, so no refund is due to the customerWe have cancelled the financing request with *** Bank for the amount related to the quartz countertops
Initial Business Response /* (1000, 5, 2015/05/22) */
Mr. [redacted] contacted our service department regarding broken glass in a window purchased from us in 2014. The receipt very clearly shows a replacement glass unit only. There is a note on the receipt that refers to the original window, so...
our production team could reference the original window order, if necessary.
Mr. [redacted] cancelled the order after the replacement glass unit had been made. We refunded his money ($85.53).
We reached out to Mr. [redacted] and received a detailed email from him that indicated he had replaced the broken glass himself. We then spoke to Mr. [redacted] to better understand the entire problem. There may have been a misunderstanding about the replacement glass unit that he ordered, since he was expecting a full sash unit (frame and glass), not just the glass unit. We expressed our concern that the window would not perform to the original factory standards because the glass seal had been broken and would no longer have the energy efficiency of the original window.
To thank Mr. [redacted] for taking the time to communicate with us and for his inconvenience, we offered to make a new frame, install the glass unit into it, and then visit the property to install the new sash and window locks. This would be at no cost to him. He accepted our offer. We expect to have the new sash available in a few days and will contact him then to set up the delivery and installation.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The vendor has done an exceptional job addressing the issue.
Complaint: [redacted]
I am rejecting this response because:
As a customer, me contacting contacting [redacted] does not matter in this situation. If I had never decided to contact anyone, the error would still be on [redacted] 41's part so it is offensive to me as a customer that they are insinuating that this is in any way my fault. It was a complete error on Ms. [redacted]s behalf by not providing the customer service that she is paid to do. Her responsibility is to ensure accurate and effective customer service, which she did not do by sitting on the paperwork for over 2 weeks without making the effort to contact me by any of other means that she had access to. Continuing business with someone who displays this level of incompetence is not worth my time and money which why I cancelled this order and it was definitely proven with their asinine response. I wil definitely take my business elsewhere and review this [redacted] 41 location as one that does not deserve good business as it is painfully obvious they don't value their customers, particularly [redacted].
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/20) */
The customer placed an order for cabinets with a plain front doorThey chose this door because they did not want to pay the higher price for a 'Shaker' style doorWe have signed documents from the customer for the floor plan and
cabinets orderedThe signed receipt clearly indicates that the cabinets were a 'Special Order' and there would be "No Returns Or Exchanges'
After the customer had the cabinets, they indicated that they wanted different doorsWe offered to replace the plain front doors with a 'Shaker' style door at a deeply discounted additional price of $1,The customer declined this offer
We did not make any mistake on the order and were not rude to the customerWe believe that this is an attempt by the customer to get a better cabinet at the same price
In order to resolve this matter, we are willing to allow the customer to return the cabinets, in an unused, original factory condition and in the original packagingWe will then refund the purchase price less a 20% restocking feeWe make this one time offer despite the 'Special Order - No Returns Or Exchanges' policy clearly indicated on the signed receipt
Final Consumer Response /* (4200, 12, 2014/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we came into Studio 41, we specifically told the salesperson that we wanted the Shaker style in Smart CabinetryShe told us that in Studio 41, it is called Rockport, which, once again is why we signed the receiptWe have included the picture that we took the night of December 21, 2013, which is the style that we told her we wanted (in Smart manufacturing), and that she told us we were gettingThis is the model that we used for the entire nightBut once again, Studio says that that did NOT happen....nothing we say happened is the point that we are trying to get acrossThis is the second response from the store, and now these cabinets have been called Rockport, Georgtown, Squire and now there is mention of Kountry Wood ProductsWhat Studio does not understand here, is that the salesperson NEVER went through any of thisWe told her we wanted Shaker, and she told us that in the store this is called Rockport
This is the photo of the style of doors that we have referred to the whole time at the store when we went in after the wrong delivery, and on this disputeWe told her we wanted this style, in Smart cabinetryWe were working with a cabinet Salesperson - we're not the ones that made a mistake here
The store never called us to let us know the cabinets were there in February - we made the phone callsNow, the store didn't bother to call when the glass doors were ready - we had to inquire about it on here as wellWhat is store policy? The customer calls pretty much daily to ask when the merchandise arrives? Again, we were told the store would call usThat never happened
All that we would like at this point, is for Studio to take these cabinets back (they are in original packaging and have been since this started) and return our money
Final Business Response /* (4000, 10, 2014/03/05) */
The first cabinets the customer looked at on the showroom floor are made by Kountry Wood ProductsThese cabinets are a 'Shaker' style and are known as Georgetown with a dark Maple finishThe second cabinets the customer looked at on the showroom floor are made by Smart Cabinetry and have a plain front doorThese cabinets are known as Rockport with a dark Maple finishInformation sheets for both cabinets were available on the showroom floor and are attachedWe believe the customer took a copy of the Smart Cabinetry Rockport information sheet with them, since these are the cabinets that they selected
Smart Cabinetry also makes a 'Shaker' style cabinet, known as Squire, but these are not displayed in our showroomSo the customer could not have taken a picture of Smart Cabinetry Squire style cabinets in our showroom
The cabinets made by Kountry Wood Products are much more expensive than similar door style cabinets made by Smart Cabinetry
The glass doors have been in our warehouse since the middle of February, but have not been made available to the customer due to the dispute on the orderWe also prefer to handle glass items as little as possible
Since the customer declined our offer to take the cabinets back with a 20% restocking fee, we will be happy to have the customer pick up the glass doors when they acknowledge in writing that they will no longer dispute the order with the Revdex.com and their credit card company, and will provide us a full and complete written release
The initial price quote was based on estimated measurements provided by the customerThis order was to be financed for the customer by *** Bank, the customer signed the necessary
paperwork for the amount of the initial price quote, and the financing was approved*** Brands visited and obtained the actual measurements at the customer’s home which resulted in a final, higher priceThe customer had originally been told that if the price increased based on the actual measurements, additional paperwork would need to be signed and submitted to *** BankWe could not confirm the order with *** Brands until we had approval from *** Bank for the higher amount of the order
We apologize for not being able to reach the customerBut if the customer had been in touch with us instead of *** Brands, we could have obtained and submitted the additional paperwork to *** Bank, and confirmed the order with *** Brands once we had the financing approval for the higher amount
The customer has cancelled the orderWe incurred a charge of $from *** Brands for the measurement in the customer’s homeWe will not charge that amount to the customerWe have not received any payments from *** Bank for the countertops, so no refund is due to the customerWe have cancelled the financing request with *** Bank for the amount related to the quartz countertops
Initial Business Response /* (1000, 5, 2015/05/22) */
Mr. [redacted] contacted our service department regarding broken glass in a window purchased from us in 2014. The receipt very clearly shows a replacement glass unit only. There is a note on the receipt that refers to the original window, so...
our production team could reference the original window order, if necessary.
Mr. [redacted] cancelled the order after the replacement glass unit had been made. We refunded his money ($85.53).
We reached out to Mr. [redacted] and received a detailed email from him that indicated he had replaced the broken glass himself. We then spoke to Mr. [redacted] to better understand the entire problem. There may have been a misunderstanding about the replacement glass unit that he ordered, since he was expecting a full sash unit (frame and glass), not just the glass unit. We expressed our concern that the window would not perform to the original factory standards because the glass seal had been broken and would no longer have the energy efficiency of the original window.
To thank Mr. [redacted] for taking the time to communicate with us and for his inconvenience, we offered to make a new frame, install the glass unit into it, and then visit the property to install the new sash and window locks. This would be at no cost to him. He accepted our offer. We expect to have the new sash available in a few days and will contact him then to set up the delivery and installation.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The vendor has done an exceptional job addressing the issue.
Complaint: [redacted]
I am rejecting this response because:
As a customer, me contacting contacting [redacted] does not matter in this situation. If I had never decided to contact anyone, the error would still be on [redacted] 41's part so it is offensive to me as a customer that they are insinuating that this is in any way my fault. It was a complete error on Ms. [redacted]s behalf by not providing the customer service that she is paid to do. Her responsibility is to ensure accurate and effective customer service, which she did not do by sitting on the paperwork for over 2 weeks without making the effort to contact me by any of other means that she had access to. Continuing business with someone who displays this level of incompetence is not worth my time and money which why I cancelled this order and it was definitely proven with their asinine response. I wil definitely take my business elsewhere and review this [redacted] 41 location as one that does not deserve good business as it is painfully obvious they don't value their customers, particularly [redacted].
Sincerely,
[redacted]