Kasper TV & Appliance

See Attachment

November 25, 2014
Dear Ms. Ortiz,Please find enclosed facts and time log from our Sales associate concerning a recent customer complaint. I would also like to include the following facts about Kasper TV & Appliance Co.'s store policy:
First and...

foremost, in our 65 year history, we have had few (if any) complaints placed with the Bureau concerning our store practices and policies. Secondly, there is a sign posted at our Sales counter area that clearly states our payment options and return policy which reads: “No returns on special orders”. Because this was a special order, as are all orders placed with our buying co-op, we were under no obligation to refund the customer any amount of the purchase price. As a member of a buying group we are assessed a fee for every item that is returned by the dealer. In this particular case, three appliances were involved.Lastly, in this incident...had the appliances been damaged or in need of repair at the time of the delivery, no restock charge would have been assessed against the customer. As a small business owner in today’s competitive marketplace, I cannot afford to absorb return costs that arise from an unjustified reason.
Respectfully yours,
Barry K
President

Review: customer paid for washer and dryer on 11/5 unknown delivery date due to refrigerator back ordered . Daughter was buying refrigerator for customer via credit card. Daughter called on Friday 11/7 and was informed by "Wally" sales associate merchandise to be delivered 11/24. This was unacceptable to customer and on Monday 11/10 cancelled order. Kasper charged customer $300 "restock fee" . Customer was never informed of any restock fee until order was cancelled! Nothing on receipt or verbal was discussed when customer wrote check to pay in full. When check was picked up at store check for refund it was $300.00 less than what customer originally wrote on check. Customer is a 80 yr old who lives on a fixed income. Owner did not care!

Consumer

Response:

See Attachment.

Business

Response:

November 25, 2014Dear Ms. Ortiz,Please find enclosed facts and time log from our Sales associate concerning a recent customer complaint. I would also like to include the following facts about Kasper TV & Appliance Co.'s store policy:First and foremost, in our 65 year history, we have had few (if any) complaints placed with the Bureau concerning our store practices and policies. Secondly, there is a sign posted at our Sales counter area that clearly states our payment options and return policy which reads: “No returns on special orders”. Because this was a special order, as are all orders placed with our buying co-op, we were under no obligation to refund the customer any amount of the purchase price. As a member of a buying group we are assessed a fee for every item that is returned by the dealer. In this particular case, three appliances were involved.Lastly, in this incident...had the appliances been damaged or in need of repair at the time of the delivery, no restock charge would have been assessed against the customer. As a small business owner in today’s competitive marketplace, I cannot afford to absorb return costs that arise from an unjustified reason.Respectfully yours,Barry K President