am writing in response to the second letter received today, and the additional photos sent to you by [redacted].Thank you for letting us know you did receive the response we mailed last week. As per your request I am sending a pdf file with our responses to be shared with anyone...
pertinent to the complaint. I have also attached two of the jpeg files in a high quality resolution to show how the bed looked to [redacted] as she was in the store and viewing it on our [redacted] 42" high definition catalog.I need to detail a few things that will pertain to the following statements I will be making about the issues with how the color of the bed issue arises when viewed on multiple screens, and on different devices.I have worked with professional video and photography equipment for over 35 years. I have used photo and video equipment from many different companies. I have also worked in the cellular phone sales, and electronic equipment business for over 20 years. I have used and owned photo and video equipment from [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]. I have also used and owned cell phones from [redacted], [redacted], [redacted], [redacted], [redacted], **, and [redacted].With the years of experience I have using photography equipment from the many different companies, there is one thing every photographer and videographer will be able to verify. Color representation in photos and videos will vary from one screen to another, and one camera to another. If two people using two different phones take a picture of the same item in the same setting, there is a very good chance that the pictures will not have an identical color. Please note that the pictures provided by [redacted] also show this effect as well. Pay close attention to the color of the wall in two of the pictures provided where the fabric looks darker brown, and notice the color of the wall. Then look at the picture that has the gray hue to it and notice the color of the paint looks completely different in this picture.Please also note that Richard N[redacted] stated that [redacted] expressed interest in looking for a WHITE upholstered bed. The bed she looked at on our [redacted], and on her phone is Tan, even though it looked whitish on her phone. Richard made it clear that the bed she was choosing was not white but LINEN. During the time I was involved in the sale I never heard any mention of [redacted] needing it to be white or needing to match another piece of furniture she already owned.During the delivery she expressed her concern that the bed she picked is not the one she ordered. The bed she ordered is the one she received, even though she was expecting it to be another color. The bed she received is in no way a cinnamon color, and the photos she sent with her complaint are obviously filtered or taken in varied lighting conditions. This is apparent in the different color of the paint on the wall that looks peach in one image, and slightly off white in another.We here at Johnny's take pride in making sure that what we represent to the customer is as accurate as we can make it. The [redacted] gives a very high resolution image and without actual fabric samples is the closest to the color of an item as we can show a customer, when the customer is interested in an item we do not stock.As to the sale not being a special order, any item that is not part of a grouping in the store, would be considered a special order. This would definitely be the case with the bed [redacted] ordered from us, after viewing it on our [redacted]. I feel it is not our responsibility to return an item for the customer when an item is purchased with one expectation and the actual item as seen on our [redacted] is different from the customers wishes. If a person would go to target and buy a black shirt, then go to [redacted] and try to match a pair of black pants it would be a very difficult thing to do. Even though one item is labeled linen, as [redacted] claims now is the color of her chaise, another company may have a linen color that that is slightly different than the first company. Does this mean that one of the items is not actually linen?Unfortunately We feel that [redacted] relied on the images as she looked at them on her phone, and not as they appeared on our catalog [redacted]. If she wanted a white bed, we would not have sold her the Linen bed she received, without making sure to tell her this is not a white bed. So since we did go as far as to tell her the bed is not white, but is linen, we feel there is no need on our part to return anything to [redacted], as we delivered exactly what she picked out on our [redacted].
The purchase was a special order made looking at a product online and on our 42" high resolution display. due to this being an item we do not sell on the floor, and that it was specifically ordered for [redacted], as our company policy states All sales are final, no returns, refunds or exchanges. This also applies to special orders.When [redacted] originally came to the store she stated she wanted a white bed to match her chaise. She ordered a bed labelled as linen, and saw this in our store on our [redacted]. Since this time, she has claimed the bed she recieved was cinnamon, and in another email to [redacted] company she claimed the bed is actually caramel. In response to the restocking fee for the mattress that she ordered and cancelled the next day, we never said there was going to be a delay in ordering the mattress, because she needed the bed in a timely manner for her son to be able to pick it up to sleep on soon.We delivered the bed that [redacted] ordered, and we cannot make accomadations for an issue related to a bed being ordered from online and catalog images, that is not a match to another piece of furniture previously owned by [redacted]. If the chaise was to match and we were never shown the actual color, especially since the color of the chaise has been described as white, then, ivory, and now linen, we cannot be held liable for [redacted] making the choice to order a bed based just expecting it to match her chaise. We never represented the bed to be any color except what is listed on the description, and that description is linen.We regret that we are not able to return the bed for [redacted], but she was the one who made the choice to order the bed, and we delivered the bed she ordered. As far as her description of true colors, we realize that many companies use the same terms to describe a color, and that this may not be the same shade or hue from one company to another. We had not seen the chaise she was trying to match prior to her bed being delivered. In this fact, how is it we should be held liable to refund the money for a special order that is a different color than she wanted, when she originally said she wanted a white bed, and then ordered a linen bed when she was told we had no upholstered beds in a white color. so in this aspect we cannot honor her request for a refund, because we hold no responsibility for her picking a bed knowing it is not a white bed.
am writing in response to the second letter received today, and the additional photos sent to you by [redacted].Thank you for letting us know you did receive the response we mailed last week. As per your request I am sending a pdf file with our responses to be shared with anyone...
pertinent to the complaint. I have also attached two of the jpeg files in a high quality resolution to show how the bed looked to [redacted] as she was in the store and viewing it on our [redacted] 42" high definition catalog.I need to detail a few things that will pertain to the following statements I will be making about the issues with how the color of the bed issue arises when viewed on multiple screens, and on different devices.I have worked with professional video and photography equipment for over 35 years. I have used photo and video equipment from many different companies. I have also worked in the cellular phone sales, and electronic equipment business for over 20 years. I have used and owned photo and video equipment from [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]. I have also used and owned cell phones from [redacted], [redacted], [redacted], [redacted], [redacted], **, and [redacted].With the years of experience I have using photography equipment from the many different companies, there is one thing every photographer and videographer will be able to verify. Color representation in photos and videos will vary from one screen to another, and one camera to another. If two people using two different phones take a picture of the same item in the same setting, there is a very good chance that the pictures will not have an identical color. Please note that the pictures provided by [redacted] also show this effect as well. Pay close attention to the color of the wall in two of the pictures provided where the fabric looks darker brown, and notice the color of the wall. Then look at the picture that has the gray hue to it and notice the color of the paint looks completely different in this picture.Please also note that Richard N[redacted] stated that [redacted] expressed interest in looking for a WHITE upholstered bed. The bed she looked at on our [redacted], and on her phone is Tan, even though it looked whitish on her phone. Richard made it clear that the bed she was choosing was not white but LINEN. During the time I was involved in the sale I never heard any mention of [redacted] needing it to be white or needing to match another piece of furniture she already owned.During the delivery she expressed her concern that the bed she picked is not the one she ordered. The bed she ordered is the one she received, even though she was expecting it to be another color. The bed she received is in no way a cinnamon color, and the photos she sent with her complaint are obviously filtered or taken in varied lighting conditions. This is apparent in the different color of the paint on the wall that looks peach in one image, and slightly off white in another.We here at Johnny's take pride in making sure that what we represent to the customer is as accurate as we can make it. The [redacted] gives a very high resolution image and without actual fabric samples is the closest to the color of an item as we can show a customer, when the customer is interested in an item we do not stock.As to the sale not being a special order, any item that is not part of a grouping in the store, would be considered a special order. This would definitely be the case with the bed [redacted] ordered from us, after viewing it on our [redacted]. I feel it is not our responsibility to return an item for the customer when an item is purchased with one expectation and the actual item as seen on our [redacted] is different from the customers wishes. If a person would go to target and buy a black shirt, then go to [redacted] and try to match a pair of black pants it would be a very difficult thing to do. Even though one item is labeled linen, as [redacted] claims now is the color of her chaise, another company may have a linen color that that is slightly different than the first company. Does this mean that one of the items is not actually linen?Unfortunately We feel that [redacted] relied on the images as she looked at them on her phone, and not as they appeared on our catalog [redacted]. If she wanted a white bed, we would not have sold her the Linen bed she received, without making sure to tell her this is not a white bed. So since we did go as far as to tell her the bed is not white, but is linen, we feel there is no need on our part to return anything to [redacted], as we delivered exactly what she picked out on our [redacted].
The purchase was a special order made looking at a product online and on our 42" high resolution display. due to this being an item we do not sell on the floor, and that it was specifically ordered for [redacted], as our company policy states All sales are final, no returns, refunds or exchanges. This also applies to special orders.When [redacted] originally came to the store she stated she wanted a white bed to match her chaise. She ordered a bed labelled as linen, and saw this in our store on our [redacted]. Since this time, she has claimed the bed she recieved was cinnamon, and in another email to [redacted] company she claimed the bed is actually caramel. In response to the restocking fee for the mattress that she ordered and cancelled the next day, we never said there was going to be a delay in ordering the mattress, because she needed the bed in a timely manner for her son to be able to pick it up to sleep on soon.We delivered the bed that [redacted] ordered, and we cannot make accomadations for an issue related to a bed being ordered from online and catalog images, that is not a match to another piece of furniture previously owned by [redacted]. If the chaise was to match and we were never shown the actual color, especially since the color of the chaise has been described as white, then, ivory, and now linen, we cannot be held liable for [redacted] making the choice to order a bed based just expecting it to match her chaise. We never represented the bed to be any color except what is listed on the description, and that description is linen.We regret that we are not able to return the bed for [redacted], but she was the one who made the choice to order the bed, and we delivered the bed she ordered. As far as her description of true colors, we realize that many companies use the same terms to describe a color, and that this may not be the same shade or hue from one company to another. We had not seen the chaise she was trying to match prior to her bed being delivered. In this fact, how is it we should be held liable to refund the money for a special order that is a different color than she wanted, when she originally said she wanted a white bed, and then ordered a linen bed when she was told we had no upholstered beds in a white color. so in this aspect we cannot honor her request for a refund, because we hold no responsibility for her picking a bed knowing it is not a white bed.