Kid To Kid

Complaint: [redacted] I am rejecting this response because: I agree with some and some I dontI have proof of the bill that I am requesting a refund on, [redacted] never took the billI spoke to [redacted] when I first received the light bill dated 2-12-and again in a letter dated July 10-2015.This worker used Dan's name as his boss and reason for asking me to use my electric.This is not the first time I spoke of this.The first instructions to call the police was last week at who cut my water ties to get the waterI am not an appartment connoisseur, I have been a home owner for the last 50yearsIf I wanted an appartment I see them all aroundI trusted you for my homeAll I want you yo do is complete what was never finishedWhat is ment by "WHY HERE? What kind of business statement is this? As for the garage I was given the wrong company phone number.# [redacted] Regards, [redacted]

To Whom it may concernThis is the first time we have heard about any foundationissue at Firefly We will make contact with the homeowner this weekand see what the problem is If there is any issue, it will berepaired.As far as other people using her utilities, I can onlyadvise her to contact the local police department The materials used on her home have been provided by thesame supply companies that every other builder uses in Central Texas Iwill also look at her faucets and locks(I’m assuming that’s what she issaying) and make whatever adjustments that need madeApparently being a apartment connoisseur, maybe this iswhere she should rather stay I’m sure we can work out a arrangement witha realtor to sale her house with no cost to her, so she can move where shecould feel more comfortable Thank you [redacted] Majestic Homes, Inc[redacted] *** why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject the resolution because what the owner is saying is simply not trueWhen my wife went the store to drop off our belonging to find out our trade cash value the employee simply told her to sign the paper to leave the belongings, the employee never went over any agreement that we were not able to take our belonging back if we were not happy with the stores offer which we were notWhen we came back to the store to retrieve our items they would not give our items backIf they offered a skew at fair deal we would be happy to be in agreement but we did not go in to practically give our items away fr next t nothingExample ( we bought in a brand new air of never been worn *** ***'s still in the box with the tags attached and they insultingly told us they would pay $for themWe were helped by an additional sales person when we returned who told us that the girl we dropped off the items with was responsible for telling us verbally what their policies and that we would have to take whatever they offered without the possibly to back out and take our items back if we were not happy with the offerWe were never given any explanation of this policyWhen we returned to the store we attempted to get our belonging back with no successAnd as for the owners version of the story saying that I came in cursing is simply a complete lie that never happenedThis store is deceiving people out of their goods on a very sketchy policy that doesn't even make any legal senseIf you go on yelp and look at the reviews this is an on going issue experienced by others just as it happened to usI just happen to be the first person to report their shady business tacticsWe do business with many other store that work with trade in's and have never experienced anything like this before and I hope I can help by making sure it doesn't happen to anyone else.
The following was the owners responses rating I could have my stuff back if we we not satisfied with offer which was all talk and she would not follow through with itWe are sorry you had a bad experience with us! We try to be fair and you are always welcome to deny our offer if you are unhappy with it :)
My return response
We did deny your offer and your company refused to give us back our itemsIf you will stand by what you are saying we would be happy to come back and pick up our stuff you refused to return in the first placeThe owner refused to stand by what she had stated and kept our items regardless
*** ***

I apologize again for the contractors using your utilitiesAll contractors are informed that they are not allowed to use any utilities from a home that has been soldAs for the matter of them stating *** authorized them to use them, he also tells them they are not allowed to use themThat is why we tell anyone who has this complaint to contact the local authoritiesThere was nothing meant by "why here" in the previous responseIt was a typoI apologize if you were given the incorrect number to the garage door companyYou can contact Killeen Overhead Doors at ***.Thank you, *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have a front yard full of dead grass,no soil was put down before the dead grass and you are putting down soil at other homes as of now on Firefly Cr.. What about the cabnet over my refrigerator? 3.The chipping cement all the way across the garage? And my refund of $ *** *** Ref*
Regards,
*** ***

Dear Ms***, Kid to Kid of Richmond is a gently used children's storeWe sell everything having to do with having a child or being a child including maternity clothes, toys, books,
shoes, and baby equipmentWe are part of an international franchise that has been established for over twenty yearsI have owned this location for almost sixteen years. We acquire our merchandise from vendors such as Ms*** every dayWe currently offer two options for selling items to us: 1) Walk- ins, which we take on a first come first serve basis starting at 10:am and stopping when we get in more than we can complete in one dayThe customer generally waits while we process their items or returns later the same dayThey are presented with a total dollar amount offer which they are free to accept or not. 2) Drop offs, where the items are left to be processed at a later timeHere you are required to pre-approve the offerYou are also required to pick up any items we were unable to take within days (unless you opted to donate them to charity). Drop offs are generally done with customers who have sold with us before and therefore are familiar with our pricing structure but they can and frequently are done with first time vendors if they are comfortable with the pre-approvalNote: We do not accept drop offs without the preapproval forms being signed. Our prices are determined using a software program that prices each item based on style, brand, and conditionThis program was developed with the history of more than a hundred stores accumulated over years and is constantly being updatedThis helps us make sure we are fair and consistent with our offers and pricingThe customer is paid a percentage of what we are going to sell the item for (not what it originally cost)What we offer is a fair price based on the current market, the convenience of getting paid right away, and the elimination of trying to sell the items on your own. As to the specifics of the complaint, *** *** came in on August hWe were extremely busy and were only taking drop offs at the time she arrivedShe has sold to us times over the last years, most of them as drop offs, so the process was not explainedShe did however, fill out the form and sign the preapproval area as she has done for all her previous drop offsThe wording is very specific: "As soon as we appraise your items, we will tag them and make them available for saleIf you leave the store, you will not have the option of declining our offer or reclaiming your itemsThis means it is possible that your items will be sold before you return to pick up your paymentDo you authorize us to appraise, purchase, and sell your items at the price the computer sets? I spoke with Ms*** on August 10th and explained that her items had been tagged and put out as stated on the formThey could be on the floor, sent to back stock or possibly have soldThere is nothing that ties an item to a specific person once it goes into our inventoryIt is given an internal code generated by our software systemI can tell who sorted it, who bought it and what we paid the customer but retains no information about who sold it to usThat is the reason we ask for the preapproval signature if you are leavingShe accepted the cash and left, not happy with the resolution. The buyer that purchased the items has years of experienceI reviewed the prices she set and they were consistent with what we would have done for any other customer with the exact same itemsAll of the franchise stores, including the Midlothian location, have the same software program we doI spoke with that owner, and whereas she couldn't 100% say her staff hadn't said that, she did acknowledge that without seeing the items, a payout determination could not be made. The other oddity was the fact that Ms*** has sold to us times prior to this with no problemIt made me curious, so I looked at the previous payouts and did a sampling of the payouts trying to see what her average amount per item had been in the pastNow this is not an exact science because style, brand and condition cannot be constant but it does give a general idea. Date Payout #items Avg/item 08/11/1.33 1.16 02//1.47 11/06/1.45 08/02/1.00 07/24/1.23 05/23/1.25 05/16/1.25 01/06/1.32 08/03/1.24 As you can see, the buy paid out on August 11th is consistent with all her previous expenences. Although we were clearly within our legal rights, from a business point of view it is always preferable to have a satisfied customerHad the items still been together behind the counter, I would have been more than happy to return the items and leave it at that. We actually pride ourselves in good customer service and I personally am saddened when it goes bad, especially with a long term customer. I am including a copy of the vendor form that Ms*** filled out with her signature for pre-approval as well as her signature for accepting the cash offeredPlease let me know if there is anything else I can provide you with. Sincerely, Robin R*** Owner

Case# ***All issues have been resolvedThe owner, Mr***, has looked at the cracks in the floors and explained to Ms*** that they are cracks from the heatHe has also explained to her that is they get wider than a quarter, then she is to contact him to go take a look at the
foundation.*** ***Majestic HomesPh-(***)***-*** Ext ***Fax-(***)***-***

Complaint: ***
I am rejecting this response because: I agree with some and some I dontI have proof of the bill that I am requesting a refund on, *** never took the billI spoke to *** when I first received the light bill dated 2-12-and again in a letter dated July 10-2015.This worker used Dan's name as his boss and reason for asking me to use my electric.This is not the first time I spoke of this.The first instructions to call the police was last week at who cut my water ties to get the waterI am not an appartment connoisseur, I have been a home owner for the last 50yearsIf I wanted an appartment I see them all aroundI trusted you for my homeAll I want you yo do is complete what was never finishedWhat is ment by "WHY HERE? What kind of business statement is this? As for the garage I was given the wrong company phone number.#***
Regards,
*** ***

To Whom it may concern. This is the first time we have heard about any foundationissue at 2003 Firefly.  We will make contact with the homeowner this weekand see what the problem is.  If there is any issue, it will berepaired.As far as other people using her utilities, I can...

onlyadvise her to contact the local police department.  The materials used on her home have been provided by thesame supply companies that every other builder uses in Central Texas.  Iwill also look at her faucets and locks(I’m assuming that’s what she issaying) and make whatever adjustments that need made. Apparently being a apartment connoisseur, maybe this iswhere she should rather stay.  I’m sure we can work out a arrangement witha realtor to sale her house with no cost to her, so she can move where shecould feel more comfortable.  Thank you [redacted]Majestic Homes, Inc.[redacted]
[redacted]
[redacted]
[redacted]  why here...

Dear Ms. [redacted], Kid to Kid of Richmond is a gently used children's store. We sell everything having to do with having a child or being a child including maternity clothes, toys, books, shoes, and baby equipment. We are part of an international franchise that has been...

established for over twenty years. I have owned this location for almost sixteen years. We acquire our merchandise from vendors such as Ms. [redacted] every day. We currently offer two options for selling items to us: 1) Walk- ins, which we take on a first come first serve basis starting at 10:00 am and stopping when we get in more than we can complete in one day. The customer generally waits while we process their items or returns later the same day. They are presented with a total dollar amount offer which they are free to accept or not. 2) Drop offs, where the items are left to be processed at a later time. Here you are required to pre-approve the offer. You are also required to pick up any items we were unable to take within 3 days (unless you opted to donate them to charity). Drop offs are generally done with customers who have sold with us before and therefore are familiar with our pricing structure but they can and frequently are done with first time vendors if they are comfortable with the pre-approval. Note: We do not accept drop offs without the preapproval forms being signed. Our prices are determined using a software program that prices each item based on style, brand, and condition. This program was developed with the history of more than a hundred stores accumulated over 20 years and is constantly being updated. This helps us make sure we are fair and consistent with our offers and pricing. The customer is paid a percentage of what we are going to sell the item for (not what it originally cost). What we offer is a fair price based on the current market, the convenience of getting paid right away, and the elimination of trying to sell the items on your own. As to the specifics of the complaint, [redacted] came in on August 8 h. We were extremely busy and were only taking drop offs at the time she arrived. She has sold to us 24 times over the last 4 years, most of them as drop offs, so the process was not explained. She did however, fill out the form and sign the preapproval area as she has done for all her previous drop offs. The wording is very specific: "As soon as we appraise your items, we will tag them and make them available for sale. If you leave the store, you will not have the option of declining our offer or reclaiming your items. This means it is possible that your items will be sold before you return to pick up your payment. Do you authorize us to appraise, purchase, and sell your items at the price the computer sets? I spoke with Ms. [redacted] on August 10th and explained that her items had been tagged and put out as stated on the form. They could be on the floor, sent to back stock or possibly have sold. There is nothing that ties an item to a specific person once it goes into our inventory. It is given an internal code generated by our software system. I can tell who sorted it, who bought it and what we paid the customer but retains no information about who sold it to us. That is the reason we ask for the preapproval signature if you are leaving. She accepted the cash and left, not happy with the resolution. The buyer that purchased the items has 3 years of experience. I reviewed the prices she set and they were consistent with what we would have done for any other customer with the exact same items. All of the franchise stores, including the Midlothian location, have the same software program we do. I spoke with that owner, and whereas she couldn't 100% say her staff hadn't said that, she did acknowledge that without seeing the items, a payout determination could not be made. The other oddity was the fact that Ms. [redacted] has sold to us 23 times prior to this with no problem. It made me curious, so I looked at the previous payouts and did a sampling of the payouts trying to see what her average amount per item had been in the past. Now this is not an exact science because style, brand and condition cannot be constant but it does give a general idea. Date Payout #items Avg/item 08/11/16 8.00 7 1.33 02110116 7.00 6 1.16 02/03 /12 41.25 28 1.47 11/06/15 21.75 15 1.45 08/02/14 11.00 11 1.00 07/24/14 8.66 7 1.23 05/23/14 8.75 7 1.25 05/16/14 7.50 6 1.25 01/06/14 17.25 13 1.32 08/03/12 32.25 26 1.24 As you can see, the buy paid out on August 11th is consistent with all her previous expenences. Although we were clearly within our legal rights, from a business point of view it is always preferable to have a satisfied customer. Had the items still been together behind the counter, I would have been more than happy to return the items and leave it at that. We actually pride ourselves in good customer service and I personally am saddened when it goes bad, especially with a long term customer. I am including a copy of the vendor form that Ms. [redacted] filled out with her signature for pre-approval as well as her signature for accepting the cash offered. Please let me know if there is anything else I can provide you with. Sincerely, Robin R[redacted] Owner

Thank you for the opportunity to reply to this allegation of theft. We are not in the business to steal items from people nor do anything else unethical. That being said, we do have policies in place that are necessary for the functionality of our high volume business. We sort through 1000s of items...

a day and the ones we choose to purchase need to be processed quickly for not just functionality, but also safety. Last month alone we purchased over 10,000 items from customers. Not every customer agrees with our policies but that's part of business. The policy that this customer is upset about is the preauthorization for the drop-off option for customers looking to sell their items. The drop-off option allows customers the convenience of dropping off their items so that they can go do other things instead of waiting (which sometimes can be over an hour) for us to go through and appraise the items they have brought in to sell. A lot of our customers LOVE this option! We usually discourage this option for people who have never sold to us before (this customer has sold to us a couple of times previously). The reason we don't recommend it for new customers is because the drop-off option does not give them the ability to deny our offer or reclaim the items we have appraised because as soon as we appraise the items, we call them and let them know what the totals are for the cash and store credit offers, and then we print the tags and get them processed into our inventory. So if they have not sold before, their expectations might be inconsistent with how resale works. Customers who stay in the store while we go through their items have the option of denying the offer because we can just hand them back their items at that time, freeing up the space needed to move on to the next customer's items, instead of having to work around the items until the customer decides to come back. I understand that from a single person's standpoint it may not seem like a big deal. But, again, given the volume that we see every day, we need to have consistent and clear policies that allow us to function efficiently. The drop-off process is explained to every customer who says they want to leave and come back. It is explained both verbally and in writing and the customer has to sign off stating that they agree to it. If they won't agree to it they either stay in store or they take their items with them. I have attached a copy of this customer's paperwork indicating their signature right next to the policy where our employee had drawn an "X". This customer has made the claim that we did not explain this policy to them. This is simply not true. When we called the customer to give them the totals, the wife said they wanted the cash and did not seem upset with the offer, according to the employee who called. When the wife returned, she did express her dissatisfaction that the shoes were included in the offer but the employee explained to her that the items had already been processed (meaning they had been tagged and mixed in with the rest of our inventory). When the lady claimed she was unaware of this policy, the buyer pointed out to her where she had signed agreeing to it. The husband, frustrated that his wife was taking so long, came in to see what was taking so long. When the wife told him about the shoes, he raised his voice and cursed at the employees. At one point the wife even told him to stop. A nearby customer who witnessed his hostile approach complimented the employee dealing with him to another employee on how professional she was with the couple. Prior to leaving, the wife changed her mind and got the store credit instead of the cash.That night the customer's husband posted a complaint on Facebook. I (the owner) finally saw the conversation thread and asked him to message me a good number to reach him at and I'd be happy to call him to discuss. Given the emotions involved in customer complaints, I don't believe in resolving disputes electronically and preferred to talk to him instead. As a business page, we are unable to initiate private messages with customers. Instead of providing me a number, the husband continued to falsely accuse us of theft which suggests he was not looking for a civil resolution. At this point there's not much I can offer other than to void out their store credit and send them a check for the cash amount and cut our ties with this customer. It is obvious that our store policies are not right for them and it would be best for them to take their business elsewhere. Please let me know if this is what the customer desires.Thanks,[redacted] - Owner, Kid to Kid Gilbert

Thank you for the opportunity to reply to this allegation of theft. We are not in the business to steal items from people nor do anything else unethical. That being said, we do have policies in place that are necessary for the functionality of our high volume business. We sort through 1000s of items...

a day and the ones we choose to purchase need to be processed quickly for not just functionality, but also safety. Last month alone we purchased over 10,000 items from customers. Not every customer agrees with our policies but that's part of business. The policy that this customer is upset about is the preauthorization for the drop-off option for customers looking to sell their items. The drop-off option allows customers the convenience of dropping off their items so that they can go do other things instead of waiting (which sometimes can be over an hour) for us to go through and appraise the items they have brought in to sell. A lot of our customers LOVE this option! We usually discourage this option for people who have never sold to us before (this customer has sold to us a couple of times previously). The reason we don't recommend it for new customers is because the drop-off option does not give them the ability to deny our offer or reclaim the items we have appraised because as soon as we appraise the items, we call them and let them know what the totals are for the cash and store credit offers, and then we print the tags and get them processed into our inventory. So if they have not sold before, their expectations might be inconsistent with how resale works. Customers who stay in the store while we go through their items have the option of denying the offer because we can just hand them back their items at that time, freeing up the space needed to move on to the next customer's items, instead of having to work around the items until the customer decides to come back. I understand that from a single person's standpoint it may not seem like a big deal. But, again, given the volume that we see every day, we need to have consistent and clear policies that allow us to function efficiently. The drop-off process is explained to every customer who says they want to leave and come back. It is explained both verbally and in writing and the customer has to sign off stating that they agree to it. If they won't agree to it they either stay in store or they take their items with them. I have attached a copy of this customer's paperwork indicating their signature right next to the policy where our employee had drawn an "X". This customer has made the claim that we did not explain this policy to them. This is simply not true. When we called the customer to give them the totals, the wife said they wanted the cash and did not seem upset with the offer, according to the employee who called. When the wife returned, she did express her dissatisfaction that the shoes were included in the offer but the employee explained to her that the items had already been processed (meaning they had been tagged and mixed in with the rest of our inventory). When the lady claimed she was unaware of this policy, the buyer pointed out to her where she had signed agreeing to it. The husband, frustrated that his wife was taking so long, came in to see what was taking so long. When the wife told him about the shoes, he raised his voice and cursed at the employees. At one point the wife even told him to stop. A nearby customer who witnessed his hostile approach complimented the employee dealing with him to another employee on how professional she was with the couple. Prior to leaving, the wife changed her mind and got the store credit instead of the cash.That night the customer's husband posted a complaint on Facebook. I (the owner) finally saw the conversation thread and asked him to message me a good number to reach him at and I'd be happy to call him to discuss. Given the emotions involved in customer complaints, I don't believe in resolving disputes electronically and preferred to talk to him instead. As a business page, we are unable to initiate private messages with customers. Instead of providing me a number, the husband continued to falsely accuse us of theft which suggests he was not looking for a civil resolution. At this point there's not much I can offer other than to void out their store credit and send them a check for the cash amount and cut our ties with this customer. It is obvious that our store policies are not right for them and it would be best for them to take their business elsewhere. Please let me know if this is what the customer desires.Thanks,[redacted] - Owner, Kid to Kid Gilbert

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I reject the resolution because what the owner is saying is simply not true. When my wife went the store to drop off our belonging to find out our trade cash value the employee simply told her to sign the paper to leave the belongings, the employee never went over any agreement that we were not able to take our belonging back if we were not happy with the stores offer which we were not. When we came back to the store to retrieve our items they would not give our items back. If they offered a skew at fair deal we would be happy to be in agreement but we did not go in to practically give our items away fr next t nothing. Example ( we bought in a brand new air of never been worn [redacted]'s still in the box with the tags attached and they insultingly told us they would pay $2.00 for them. We were helped by an additional sales person when we returned who told us that the girl we dropped off the items with was responsible for telling us verbally what their policies and that we would have to take whatever they offered without the possibly to back out and take our items back if we were not happy with the offer. We were never given any explanation of this policy. When we returned to the store  we attempted to get our belonging back with no success. And as for the owners version of the story saying that I came in cursing is simply a complete lie that never happened. This store is deceiving people out of their goods on a very sketchy policy that doesn't even make any legal sense. If you go on yelp and look at the reviews this is an on going issue experienced by others just as it happened to us. I just happen to be the first person to report their shady business tactics. We do business with many other store that work with trade in's and have never experienced anything like this before and I hope I can help by making sure it doesn't happen to anyone else. 
The following was the owners responses rating I could have my stuff back if we we not satisfied with offer which was all talk and she would not follow through with it.
We are sorry you had a bad experience with us! We try to be fair and you are always welcome to deny our offer if you are unhappy with it :)
My return response
We did deny your offer and your company refused to give us back our items. If you will stand by what you are saying we would be happy to come back and pick up our stuff you refused to return in the first place.
The owner refused to stand by what she had stated and kept our items regardless.

The wife continues to claim the employee did not verbally explain the policy, my employee stands by that she did. Given as though I've heard this employee accurately explain the drop-off policy to many customers, I am inclined to believe my employee. Naturally the husband is inclined to believe his wife.  Even if she hadn't, the policy was also in writing where the wife signed.The initial response on Facebook was done by the store supervisor who did not know the customer had been a drop-off. That is why I responded apologizing for the initial response that was done without knowing all of the details and gave the customer the option of giving me a number to contact him to discuss further.The payout for the shoes, although insulting to the customer, was a fair market value for a resale store considering our resale price for shoes of that size.As far as the other online reviews, our ratings and reviews are consistent with other resale stores. One of the negative reviews even mentions the drop off policy requiring the customer to accept our offer (She wrote "You can leave your items there, but you have to sign off that you will accept whatever they offer you. No thanks.") - which indicates we do make this policy aware to our customers.It is always unfortunate when there is an unhappy customer but in this situation we did not do anything unethical and we followed the policies that were communicated to the customer. The customer doesn't agree with the policy but that doesn't make us unethical thieves. I stand by my initial response.

Review: I went by the Kid to Kid location on Sunday, October 27, 2013. My hands were loaded with two large toy items and some accesories in a bag to go with one of the large toys. I have taken stuff to this location many times. The policy has always been that you can drop off any day prior to 7pm and that buys are done during the week and more recently Tuesday-Saturday. When I arrived at the location on Sunday I was met at the door with a bad attitude by [redacted] whome stated there was no one there to buy and I said I understood that I was dropping off. She attempted to not let me in this was around the 3pm hour. As I got through the door I was given even more attitude and bad manners by [redacted]. She stated I could not drop off there was no one to tag it and store it. There were 3 people working at this time and none of them were doing anything but standing around talking. Just a few days prior to this situation I had recieved an e-mail because I am on the mailing list. It stated to please bring in toys for Kid to Kid to buy in preparation for the holiday shopping season. The phone recording states drop off any day prior to 7pm. Not only did I recieve rude service from the people at the store that day, but as I called to discuss the situation with the [redacted] on Monday I was told that she was not in and would be on Tuesday from 10-5. Tuesday, today I called numorous times and no one will say when the [redacted] should be in and was greeted with more rude attitude on the phone by [redacted], when I stated I wanted to talk to [redacted] the [redacted]. I called at 10am, 10:45am, 11:50am, and 1:10pm. It is now 2pm and I am fed up. This company advertised to bring in toys to buy, so I did. There phone message states any day to drop off by 7pm. I followed both these simple guidelines and was disgusted by the attitude and lack of service obligation this store should hold. The sent an e-mail requesting this with no additional rules and not one part of there request has been what they asked and stated. My hands were totally full no one offered to help me with the size of these items being overwhelming for one person. To be told to take them with me and come back is not widely feasible for a FT working mother. My time is even more costly than the gas which was wasted by this trip.Desired Settlement: I would like a written appology from the named parties that were rude, and repromand from there [redacted]. Additionaly I would like a personal call from [redacted] with a time on a Saturday or one eveing during the week after 5:30pm ASAP that she will look at my items since I went out of my way to try and drop them off in order to pick them up on a day the same week I would have been off early on a fluke. I also request that she buy my items if desired the same day I bring them to save on gas from a third trip to the store. The only person whom has tried to be pleasant in all of this is the new associate [redacted] and [redacted] should look for more people like her. [redacted] has always been kind when I have been in previously and she is not the problem, but her staff is. Thank you for listening and aiding in a resolution to advertised services.

Business

Response:

Spoke with [redacted] over the phone. At the time of this drop off the buyer was unable to buy the products because she was out of the store due to family emergency. At the time she was the only person that can buy items. She has since reached out to the customer apologized for the inconvenience, and has hired new buyers so if she has to be out of the store it can still run at full force and this type of issue will hopefully not happen again.

Consumer

Response:

After speaking with the customer, she claims that the company has refused to buy her items and when the items were returned she noticed a **. [redacted] game missing. In order to resolve this matter, the customer is requesting the following:

1. Return of the [redacted] or the dollar amount for the item

2. Insurance information for the company for the consumer to submit a claim

3. The remaining credit on her account for $8 or $9.

Business

Response:

Called the business and spoke with [redacted] about the issues that were brought up in the customer’s rejection. I was told that when the sales associate working with the customer at the time of the issue returned the customer’s bin to her. The customer said the game was missing after glancing in the bag, the sales associate tried to show her the game was in the back but the customer became upset and would not let the associate put her hand in the back to show that it was there and left the store.

The local store doesn’t have the insurance information but the home office is located in [redacted] at [redacted] and they can be contacted for that information concerning filing a claim against the business for lost property.

[redacted] spoke with the home office and was told that if the customer does not pursue the missing game that they will refund the credit left on the customer’s account and not remove the extra 20% that is given to customers that choose store credit over a cash payout. The game would have been purchased for a dollar and if the customer agrees to take the credit it would cover the price she would have made for the game, since it includes the 20% incentive to do store credit instead of cash.

If she accepts the credit she waives the right to submit the insurance claim as the payment for the lost item would be included in the price of the credit she would get back.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Customer is suggesting that the refund check be sent 2-Day Priority Mail. In addition, the consumer is requesting that all her information be removed from the system.

Regards,