Inspiration Gallery

The business has responded Please see below: [redacted] Dispute Services Mediator, This letter is in response to complaint (ID# [redacted] ) against Inspiration Gallery by [redacted] One of our customers bought a glass tray as a wedding gift for [redacted] The tray sold for $ Contrary to [redacted] ’s claim of poor wrapping, the item was wrapped in bubble and tissue AND then placed in A BOX Our customer left the store happy and content Please note, this item was not shipped by us Furthermore, we don’t know when the box was removed and why [redacted] called us from the airport on her way to [redacted] to discuss the breakage I explained that it did not leave the store defective and that we cannot be responsible for mishaps after they leave our store During our years of doing business, we’ve always taken great pains to protect gifts that leave our store We present items to our customers for inspection prior to wrapping (see attached picture of sign in our store) Nothing leaves our store unless it is in good condition and has passed inspection We take pride in our merchandise It is not clear why [redacted] feels entitled to get anything for this item when there is no fault on our end Attached is a copy of the phone exchange I had with [redacted] I was typing while she was talking If you have any questions, please feel free to contact me Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[First, the manager begins by saying that the tray cost$39.99 – but given that the manager has no way of knowing which tray I receivedas a gift, I am impressed at the blatant lie with which she starts herresponse.  One also has to wonder at the so-called “transcript”provided by the establishment, which fails to include the manager’s part inescalating the tone of the conversation. When I first called, I was expecting apleasant conversation, merely wanting to explain the situation and expectingher to say something like, “Bring it in and we’ll be happy to exchange it foryou or five you store credit.” Instead, I was met with hostility and incrediblerudeness. As is par for the course when getting wedding presents, in the pastfew weeks I have had to deal with many companies with regard to exchanges,refunds or credits for gifts received, and have encountered nothing buthelpfulness from everyone but this store. What surprises me most, however, isthe fact that the manager would assume that anyone would believe she wastranscribing our conversation, especially when she conveniently leaves out thepart where she threatened me by saying “Just remember I have your name andnumber too” or that she re-imagined her own responses as being calm, reasonableand polite. As for the state of the tray, rather than take responsibilityfor an improperly wrapped delicate item, or at least an offer to have the itembrought in to see how it was wrapped to ascertain next steps, the manager choseto blame me for breaking the tray (see attached photos). The tray was in a boxthat had tissue paper and some Styrofoam peanuts sprinkled throughout. It wasnot wrapped in bubble wrap as it should have been. You can see where I havemarked the chip in one of the photos that had the tray been properly wrapped inbubble wrap, it would not have been damaged. Furthermore, while the store policy may beposted on the front of the shop, I have to assume that her employee did notfollow proper protocol, though given how this woman is treating a customer, Ican’t even imagine how she would treat an employee who made a mistake. As I wasnot the purchaser of this gift, I can not speak as to whether the tray wasproperly examined or not. What is clear, is that the dictum of “the customer isalways right” does not apply to this store’s ethic. It’s more like “threatenthe customer so they’ll go away.”]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
[redacted] Dispute Services Mediator,
 
This letter is in response to complaint  (ID#[redacted]) against...

Inspiration Gallery by [redacted].
 
One of our customers bought a glass tray as a wedding gift for [redacted].   The tray sold for $39.99.
 
Contrary to [redacted]’s claim of poor wrapping, the  item was wrapped  in bubble and tissue AND then placed in A BOX.   Our customer left the store happy and content.  Please note, this item was not shipped by us.  Furthermore,  we don’t know when the box was removed and why.
 
[redacted] called us from the airport on her way  to [redacted] to discuss the breakage.  I explained that it did not leave the store defective and that we cannot be responsible for mishaps after they leave our store.    
 
During our 30 years of doing business, we’ve always taken great pains to protect gifts that leave our store.  We present items to our customers for inspection prior to wrapping (see attached picture of sign in our store)   Nothing leaves our store unless it is in good condition and has passed inspection.  We take pride in our merchandise.
 
It is not clear why [redacted] feels entitled to get anything for this item when there is no fault on our end.
 Attached is a copy of the phone exchange I had with [redacted].  I was typing while she was talking.
 
If you have any questions, please feel free to contact me. 
 
Thank you,

Review: I received a gift (a glass tray) from Inspiration Gallery that was chipped when I opened it due to being improperly packaged (it was wrapped in tissue paper, not bubble wrap). I called the store to tell them the situation and to inquire about coming in to exchange the tray for a replacement or to receive a refund. The manager of the store was extremely rude to me, blamed me for the chip on the tray and refused to take responsibility for the damaged gift I had received from her store. When I expressed dismay at her unwillingness to be helpful, she accused me of spreading rumors about her store and threatened to say things about me, stating "I have your name and number too." I am outraged that a store would talk to customers in such a threatening manner and would have no flexibility or willingness to rectify a situation where they clearly are at fault.Desired Settlement: After being treated so horribly by the manager, I do not want to have any items in my house from this store, and I would like to have the monetary value of the gift returned to me in lieu of an exchange or store credit.

Business

Response:

The business has responded. Please see below:[redacted] Dispute Services Mediator, This letter is in response to complaint (ID#[redacted]) against Inspiration Gallery by [redacted]. One of our customers bought a glass tray as a wedding gift for [redacted]. The tray sold for $39.99. Contrary to [redacted]’s claim of poor wrapping, the item was wrapped in bubble and tissue AND then placed in A BOX. Our customer left the store happy and content. Please note, this item was not shipped by us. Furthermore, we don’t know when the box was removed and why. [redacted] called us from the airport on her way to [redacted] to discuss the breakage. I explained that it did not leave the store defective and that we cannot be responsible for mishaps after they leave our store. During our 30 years of doing business, we’ve always taken great pains to protect gifts that leave our store. We present items to our customers for inspection prior to wrapping (see attached picture of sign in our store) Nothing leaves our store unless it is in good condition and has passed inspection. We take pride in our merchandise. It is not clear why [redacted] feels entitled to get anything for this item when there is no fault on our end. Attached is a copy of the phone exchange I had with [redacted]. I was typing while she was talking. If you have any questions, please feel free to contact me. Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[First, the manager begins by saying that the tray cost$39.99 – but given that the manager has no way of knowing which tray I receivedas a gift, I am impressed at the blatant lie with which she starts herresponse. One also has to wonder at the so-called “transcript”provided by the establishment, which fails to include the manager’s part inescalating the tone of the conversation. When I first called, I was expecting apleasant conversation, merely wanting to explain the situation and expectingher to say something like, “Bring it in and we’ll be happy to exchange it foryou or five you store credit.” Instead, I was met with hostility and incrediblerudeness. As is par for the course when getting wedding presents, in the pastfew weeks I have had to deal with many companies with regard to exchanges,refunds or credits for gifts received, and have encountered nothing buthelpfulness from everyone but this store. What surprises me most, however, isthe fact that the manager would assume that anyone would believe she wastranscribing our conversation, especially when she conveniently leaves out thepart where she threatened me by saying “Just remember I have your name andnumber too” or that she re-imagined her own responses as being calm, reasonableand polite. As for the state of the tray, rather than take responsibilityfor an improperly wrapped delicate item, or at least an offer to have the itembrought in to see how it was wrapped to ascertain next steps, the manager choseto blame me for breaking the tray (see attached photos). The tray was in a boxthat had tissue paper and some Styrofoam peanuts sprinkled throughout. It wasnot wrapped in bubble wrap as it should have been. You can see where I havemarked the chip in one of the photos that had the tray been properly wrapped inbubble wrap, it would not have been damaged. Furthermore, while the store policy may beposted on the front of the shop, I have to assume that her employee did notfollow proper protocol, though given how this woman is treating a customer, Ican’t even imagine how she would treat an employee who made a mistake. As I wasnot the purchaser of this gift, I can not speak as to whether the tray wasproperly examined or not. What is clear, is that the dictum of “the customer isalways right” does not apply to this store’s ethic. It’s more like “threatenthe customer so they’ll go away.”]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,