Kwality Indian International

This is in response to complaint ID 1[redacted]4. The customer Ms. [redacted], came in to the store with her two children to purchase an ethnic outfit for her older daughter (about 8yr old) for an event for the next day. A few options were shown to her. She choose the one her daughter liked the most and...

her daughter tried it on. She did check it and paid for it. We slashed the price and gave her deep discount. We did include a free gift for her daughter and even though she was short a few dollars, we waived the few dollars and gave her a complimentary fabric bag. Everyone left happy, Mom & kids. Next few days I got three calls from her, she never mentioned any problems with the goods, our store open hours were changed due to emergency situations, that we needed to take care of, which I mentioned to her, when she called. She came in after 4 days and threw the nice re-usable complimentary cloth bag with her purchase on the computer table and said she could not use it due to a minor defect in the clothing. She started making the excuse that it is too pricey compared with what she researched on the net. Though we have a posted non-refund policy, we thought of refunding it, but the clothing appeared to be used. I showed her the sign over the register, where she paid for the goods, that said clearly ALL SALES FINAL No Refunds OR Exchanges, a Photo of the sign is attached. We do inspect every item in our store and display only when it passes our strict quality control measures, and we are satisfied. She kept on shouting and threatening us, to the point where her daughter grabbed the bag asked her mom to go now. But the mom snatched the bag and continued with different scenarios. We tried to help her as we do all our customers. We even offered her a refund after deducting a restocking fee. Which she refused. So I gave her an example of a large chain store, that had sold me the wrong item per their advertisement and I returned the sealed item yet, they deducted a re-stocking fee, as a policy. But to no avail, she went to such extent that she made racial comments. As a policy we thought about calling the Police but we did not. We however, continued to work out an amicable compromise, with a refund, less the stocking fee, by trying to make an exception to our posted NO-Refund policy. She did not agree to that, and stormed out of the store leaving the bag with all her items. I kept calling out to her, to tell her to take her goods, but she ignored me. I ran to her car with her bag of purchases and requested her to take her goods, and placed it in the car. She threw it out of the car on the road of the parking lot and backed out erratically and almost ran over me and it. I did not realize at the time, but one of the items, the bangle set, had fallen on the road and got smashed when she backed out. After she left I did not want to leave the bag with her purchases outside, that she threw on the road of the parking lot, so I brought it in to the store, where we have been holding it as she left In conclusion; 1. Our business is established for over 27 years, we have never had any complaints. We have strict quality control measures and highest customer service. 2. Customers do try to take advantage of purchases, and use the product and return for full refund. If we start accepting their irrational demands we will be out of business in a few days. 3. As a compromise, as always we are willing to ignore the loss of the bangle set($15 ) that was destroyed in the parking lot and still give the same refund offered, then with the deduction of the same re-stocking fee. 4. As a final good faith gesture we are willing to work with reasonable suggestions from you as a representative of Revdex.com as you are familiar with these type of cases. We are grateful for your time and patience in this matter, to allow us to communicate our perspective. Sincerely Sarita Gupta Customer Relations-Co-owner Kwality Indian International-- Infinite Love and Gratitude, Sarita