I am writing in response to a complaint that was sent pertaining to our business, Joe Hills Auto CenterIn reference to the complaint we maintain that we fulfilled our duties in exchanging the order with the information that we had on file|
When an order is placed on the *** website
the order is sent out to *** and later fulfilled through a *** dealerOn this particular order Joe Hills was awarded the sale and we sent out the merchandise accordinglyThe customer later contacted our dealership after the exchange return policy expired asking us if we could please exchange the jacket for a different size, we agreedThe second jacket was sent out via UPS and shipped to the address that was listed for the orderWe have no record of a change of address on the customer, nor did we receive a phone call about the address from the customer, ***/***, or ***The customer states that she contacted *** (not Joe Hills) with that information; we apologize that the information was not passed down to us*** in this situation was not the appropriate contact for an address change as it should have gone through *** who is the order facilitator*** has all the decision power on which dealership is awarded an order; they pass that order on to us and fulfill it based on the information they provideAccording to UPS the package arrived at the correct destinationWe have suggested that the customer contact both UPS and the current residents of the home to see if they may be able to assist her furtherWe fulfilled the order correctly according to the information that was provided to us by ***It is unfortunate that the customer has not received her merchandise; however, we feel that they issue is not by error on our part and therefore we are unable to send out a replacement|
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Sincerely,
*** ***
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I am writing in response to a complaint that was sent pertaining to our business, Joe Hills Auto CenterIn reference to the complaint we maintain that we fulfilled our duties in exchanging the order with the information that we had on file|
When an order is placed on the *** website
the order is sent out to *** and later fulfilled through a *** dealerOn this particular order Joe Hills was awarded the sale and we sent out the merchandise accordinglyThe customer later contacted our dealership after the exchange return policy expired asking us if we could please exchange the jacket for a different size, we agreedThe second jacket was sent out via UPS and shipped to the address that was listed for the orderWe have no record of a change of address on the customer, nor did we receive a phone call about the address from the customer, ***/***, or ***The customer states that she contacted *** (not Joe Hills) with that information; we apologize that the information was not passed down to us*** in this situation was not the appropriate contact for an address change as it should have gone through *** who is the order facilitator*** has all the decision power on which dealership is awarded an order; they pass that order on to us and fulfill it based on the information they provideAccording to UPS the package arrived at the correct destinationWe have suggested that the customer contact both UPS and the current residents of the home to see if they may be able to assist her furtherWe fulfilled the order correctly according to the information that was provided to us by ***It is unfortunate that the customer has not received her merchandise; however, we feel that they issue is not by error on our part and therefore we are unable to send out a replacement|
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Sincerely,
*** ***
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