Dear Agent We did a research this transaction and quickly determined we are indeed at fault This particular plumbing cutting tool was purchased, used, and returned by a previous customer We inadvertently restocked the item without a thorough examination of the product It is never our intention to sell used equipment as new We have attempted to reach out to the customer directly via a phone call and email She has not responded to either request for communication We will offer a full cash refund and our sincere apology if the customer will allow us the opportunity to do so In the event the customer no longer wants to shop our business, we will mail the refund in the form of a check We would require a mailing address only; we do not need the tool returned Our hope is to restore her faith in KAce Hardware as a great store to shop for quality merchandise and helpful service We are always open to a dialog to hear about great customer service and of course we also want to hear when we miss the mark We've served the Downers Grove community for over years and hope to continue serving for many more The store manager is *** [redacted] He is ready to assist in the refund and do whatever is necessary to win her trust in Ace again Respectfully [redacted] F [redacted] President KAce Stores, Inc [redacted] ***
Dear Agent We did a research this transaction and quickly determined we are indeed at fault This particular plumbing cutting tool was purchased, used, and returned by a previous customer We inadvertently restocked the item without a thorough examination of the product It is never our intention to sell used equipment as new We have attempted to reach out to the customer directly via a phone call and email She has not responded to either request for communication We will offer a full cash refund and our sincere apology if the customer will allow us the opportunity to do so In the event the customer no longer wants to shop our business, we will mail the refund in the form of a check We would require a mailing address only; we do not need the tool returned Our hope is to restore her faith in KAce Hardware as a great store to shop for quality merchandise and helpful service We are always open to a dialog to hear about great customer service and of course we also want to hear when we miss the mark We've served the Downers Grove community for over years and hope to continue serving for many more The store manager is *** [redacted] He is ready to assist in the refund and do whatever is necessary to win her trust in Ace again Respectfully [redacted] F [redacted] President KAce Stores, Inc [redacted] ***