Initial Business Response /* (1000, 5, 2016/08/24) */
Thank you for the opportunity to respond.
Before commenting on my interaction with the customer, I would like to give some background pertaining to these issues.
I agree with the customer when she says the salesman "suggested" a time of...
arrival for her chairs. Customers are informed that we do not have definite times of arrival for product not in stock. We review policies with the customer at the time of purchase and have them sign off, signifying acceptance of this. Our invoice states " Due to unforeseen delays from our suppliers, or other factors beyond our control, arrival dates on Custom Orders and items that are not in stock are estimates only." Also noted on the invoice are "All sales are final upon delivery or pickup from the warehouse." and "All sales are subject to final approval by an authorized company official." These are all clearly stated on the invoice and signed off by the customer.
Regarding the 25% off promotion, the 25% is calculated from the regular (original) price and this is stated in our flyer and on in store signage. Flyers and signage also state "No price adjustments or price protection." I can provide copies should you require.
At the time of the customer's original purchase, because the chairs were not in stock, she was offered a second delivery at no charge so that she could enjoy her in stock pieces without having to wait for everything in one later delivery.
As stated, the customer came into the store during a 25% off promotion seeking price protection. We agreed to adjust her pricing even though we were under no obligation to do so. Because delivery of her first pieces was imminent, our POS system would not allow us into the invoice and necessitated manual calculations. At this point I should note that during this interaction, my desk employee described the customer as difficult and complaining about the amount of time needed to do the adjustments. After her departure, it was quickly discovered the customer was given too large of a refund, not because it was calculated off of the sale price, simply because it was miscalculated manually.
The account was now showing with a balance and the customer was contacted to make up the balance so as not to interfere with delivery timelines. At this time, for her trouble, the customer was given an additional credit equal to the original delivery charge ($[redacted] including taxes) to make up for this error.
I am unsure of the specifics of the customer's first two claims of not being called back, although I will say when we receive an customer inquiry our purchaser emails the manufacturer for an update and we pass on the information contained in those responses. The 8/19 call from the customer was on a Friday and we had an email with her update Monday.
When the customer came in 8/22 she asked to speak with me. After telling me her story, she brought up returning the table and cancelling the chair order as well. I told her that she was unable to return a product she had already accepted delivery of but that I would certainly attempt to call the product representative to try and find when her chairs would arrive. I was unaware the purchaser had already gotten this info and forwarded this to my office manager. I left to contact the rep, unsuccessfully, and returned to the customer with some information I could find in the system regarding her purchase orders. The customer expressed her complaint about us having her money for a product she didn't have. I offered to refund all but a 10% deposit on the chair balance and that she could pay the balance when they were in and ready to be delivered. At this point, the office manager interjected and informed us that she had the inquiry information and that the chairs were projected to arrive the following day. The customer then asked for a promise to refund her table and chairs if it was not in the warehouse the following day. I responded "no". The customer left claiming I would be dealing with someone else regarding this. She voiced her disapproval with a salesperson when exiting the store.
To this point, we have covered 2 separate delivery charges and processed refunds on her original sale, even when we were not obligated to do so. I agree we made an error in processing this transaction, but we did refund one of the above mentioned delivery charges aa a show of good faith for this error.
I would like to respond to the[redacted] comment and say that, for our part, this has been a very challenging interaction to deal with. I feel that this accusation is a result of not giving the customer what they have demanded, rather than my actions.
Her chairs have arrived and are ready to deliver to her, booked for Friday. We feel that with the previous concessions, delivery of her product should end this issue.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* ([redacted], 8, 2016/01/29) */
The customer made a deposit on a dining set and sectional on [redacted] The full purchase price was [redacted] To date, the customer has paid a total of[redacted] towards the original amount. A system error allowed delivery of the product...
without payment in full. We would be happy to review the customer's payments against the original amount owing in order to assure the customer they would not be overcharged.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasn't a system error that allowed delivery, your sales person told me that the dinning set was paid in full, then you had another system problem that showed the wrong amount left owing. Again I asked the person who took my payment about the amount and was told that the amount showing was what I owed. I have an invoice that says I owe a 0 balance. You have system issues that is giving wrong invoices and now months after I have the products I'm being told that I still owe almost [redacted] for a mistake that is with your system. I had told the [redacted] who took my payment that it wasn't right and she checked the computer and ensured me that indeed the amount showing was all that was left owing on my purchase. This is really bad service to have more then one staff person confirm amounts and then the system says yes you owe nothing further and then all of a sudden you do.
Final Business Response /* (4000, 12, 2016/02/05) */
We disagree with the assertion that the customer is paying almost $[redacted] for a system mistake. The customer owes $[redacted] because they have paid $[redacted] against the contractually agreed upon amount of $[redacted] at the time of purchase. We apologize for any incorrect information generated by the system and passed on to the customer, but it does not change the fact that the agreed upon amount has not been paid.
We fully appreciate the customer may be inconvenienced by this situation and, as such, have voiced an offer to reduce the amounts by $[redacted] on their purchases, $[redacted] after taxes. This leaves a balance of $[redacted]. We feel this should more than make up for any inconvenience, and the customer would now be paying $[redacted] less than they originally agreed to pay for the merchandise.
We would welcome the opportunity to show the customer the payment history vs. the total amount and they are welcome to compare this to their records.
Final Consumer Response /* (4200, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly, this is pointless. Your system and employees made the mistake, I informed them of the mistake when I was there. They ensured me even though I told them that the amount wasn't correct that yes the system and their manual calculations were right.
At this point, I guess it doesn't matter, it's either I pay or you send me to collections. [redacted]
How you can disagree with me saying that I am paying almost [redacted] for a system mistake is beyond me. [redacted] is almost [redacted]. I know what I paid, I told your people the amount wasn't right but I was assured that it was, twice.[redacted] the services that I got from your company are far from satisfactory and [redacted]
Then I was told by another one of your people that there was no one to make a complaint to about the whole situation. [redacted] I have an invoice saying that I owe you nothing and that my account is paid.
Initial Business Response /* (1000, 5, 2016/03/21) */
The mirror for $** was tagged appropriately as an "as is" product due to a small crack in the base. The mirror next to it was $[redacted] and tagged appropriately due to its pristine condition. After conferring with ownership and the salesperson, we...
have determined our salesperson erred and offered the pristine mirror for the discounted price. We are contacting the customer today to have them pick it up.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/09/19) */
Hi,
I can't find any purchase records under [redacted], or the provided phone number.
Would it be possible for you to reach out and get clarification?
Thanks,
[redacted]
Store Manager
Initial Consumer...
Rebuttal /* (3000, 7, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Worldwide furniture transfer our case to [redacted] under case # [redacted]
Final Consumer Response /* (4200, 27, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] according to thier coverage plan paragraph 2.0 cover cracks.
Final Business Response /* (4000, 29, 2016/10/07) */
The customer's response indicates their issue is with [redacted] coverage, not Worldwide.
Further to this:
This link illustrates [redacted] coverage. The customer speaks of paragraph 2.0, but this is for full-grain or top-grain leather. The customer's sectional was bonded leather, which is covered in paragraph 1.0. Note the exclusion of the phrase "of cracks or peels" which was included in the paragraph for full or top grain leather. Exclusions 7.0, section I, also notes the exclusion of coverage for peeling of bonded furniture.
[redacted]
(Note: The flyer in the pdf is personalized for Colder's Furniture, but is the same [redacted] Superior protection plan.)
Hopefully,this ends our discussion. The furniture issues are beyond the manufacturer's warranty period and also the scope of their extended protection plan. I hope the customer finds a satisfactory and economical solution to their problem. We can direct them to the appropriate professionals if they wish.
Initial Business Response /* (1000, 5, 2015/06/22) */
Our apologies for the delay in servicing. Upon being made aware of the situation, I spoke with [redacted] on 6/12 regarding the complaint and resolution timelines. The service call to remedy the issues is set for Saturday June 27th. ...
Clarification: The warranty coverage and supplied parts to address the customer's issue are covered by the Mfr. The extended warranty is from a separate supplier and covers accidental stains, rips, etc. I have shared the details of this complaint with ownership as per the customer's request.
Initial Business Response /* (1000, 5, 2016/08/24) */
Thank you for the opportunity to respond.
Before commenting on my interaction with the customer, I would like to give some background pertaining to these issues.
I agree with the customer when she says the salesman "suggested" a time of...
arrival for her chairs. Customers are informed that we do not have definite times of arrival for product not in stock. We review policies with the customer at the time of purchase and have them sign off, signifying acceptance of this. Our invoice states " Due to unforeseen delays from our suppliers, or other factors beyond our control, arrival dates on Custom Orders and items that are not in stock are estimates only." Also noted on the invoice are "All sales are final upon delivery or pickup from the warehouse." and "All sales are subject to final approval by an authorized company official." These are all clearly stated on the invoice and signed off by the customer.
Regarding the 25% off promotion, the 25% is calculated from the regular (original) price and this is stated in our flyer and on in store signage. Flyers and signage also state "No price adjustments or price protection." I can provide copies should you require.
At the time of the customer's original purchase, because the chairs were not in stock, she was offered a second delivery at no charge so that she could enjoy her in stock pieces without having to wait for everything in one later delivery.
As stated, the customer came into the store during a 25% off promotion seeking price protection. We agreed to adjust her pricing even though we were under no obligation to do so. Because delivery of her first pieces was imminent, our POS system would not allow us into the invoice and necessitated manual calculations. At this point I should note that during this interaction, my desk employee described the customer as difficult and complaining about the amount of time needed to do the adjustments. After her departure, it was quickly discovered the customer was given too large of a refund, not because it was calculated off of the sale price, simply because it was miscalculated manually.
The account was now showing with a balance and the customer was contacted to make up the balance so as not to interfere with delivery timelines. At this time, for her trouble, the customer was given an additional credit equal to the original delivery charge ($[redacted] including taxes) to make up for this error.
I am unsure of the specifics of the customer's first two claims of not being called back, although I will say when we receive an customer inquiry our purchaser emails the manufacturer for an update and we pass on the information contained in those responses. The 8/19 call from the customer was on a Friday and we had an email with her update Monday.
When the customer came in 8/22 she asked to speak with me. After telling me her story, she brought up returning the table and cancelling the chair order as well. I told her that she was unable to return a product she had already accepted delivery of but that I would certainly attempt to call the product representative to try and find when her chairs would arrive. I was unaware the purchaser had already gotten this info and forwarded this to my office manager. I left to contact the rep, unsuccessfully, and returned to the customer with some information I could find in the system regarding her purchase orders. The customer expressed her complaint about us having her money for a product she didn't have. I offered to refund all but a 10% deposit on the chair balance and that she could pay the balance when they were in and ready to be delivered. At this point, the office manager interjected and informed us that she had the inquiry information and that the chairs were projected to arrive the following day. The customer then asked for a promise to refund her table and chairs if it was not in the warehouse the following day. I responded "no". The customer left claiming I would be dealing with someone else regarding this. She voiced her disapproval with a salesperson when exiting the store.
To this point, we have covered 2 separate delivery charges and processed refunds on her original sale, even when we were not obligated to do so. I agree we made an error in processing this transaction, but we did refund one of the above mentioned delivery charges aa a show of good faith for this error.
I would like to respond to the[redacted] comment and say that, for our part, this has been a very challenging interaction to deal with. I feel that this accusation is a result of not giving the customer what they have demanded, rather than my actions.
Her chairs have arrived and are ready to deliver to her, booked for Friday. We feel that with the previous concessions, delivery of her product should end this issue.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* ([redacted], 8, 2016/01/29) */
The customer made a deposit on a dining set and sectional on [redacted] The full purchase price was [redacted] To date, the customer has paid a total of[redacted] towards the original amount. A system error allowed delivery of the product...
without payment in full. We would be happy to review the customer's payments against the original amount owing in order to assure the customer they would not be overcharged.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasn't a system error that allowed delivery, your sales person told me that the dinning set was paid in full, then you had another system problem that showed the wrong amount left owing. Again I asked the person who took my payment about the amount and was told that the amount showing was what I owed. I have an invoice that says I owe a 0 balance. You have system issues that is giving wrong invoices and now months after I have the products I'm being told that I still owe almost [redacted] for a mistake that is with your system. I had told the [redacted] who took my payment that it wasn't right and she checked the computer and ensured me that indeed the amount showing was all that was left owing on my purchase. This is really bad service to have more then one staff person confirm amounts and then the system says yes you owe nothing further and then all of a sudden you do.
Final Business Response /* (4000, 12, 2016/02/05) */
We disagree with the assertion that the customer is paying almost $[redacted] for a system mistake. The customer owes $[redacted] because they have paid $[redacted] against the contractually agreed upon amount of $[redacted] at the time of purchase. We apologize for any incorrect information generated by the system and passed on to the customer, but it does not change the fact that the agreed upon amount has not been paid.
We fully appreciate the customer may be inconvenienced by this situation and, as such, have voiced an offer to reduce the amounts by $[redacted] on their purchases, $[redacted] after taxes. This leaves a balance of $[redacted]. We feel this should more than make up for any inconvenience, and the customer would now be paying $[redacted] less than they originally agreed to pay for the merchandise.
We would welcome the opportunity to show the customer the payment history vs. the total amount and they are welcome to compare this to their records.
Final Consumer Response /* (4200, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly, this is pointless. Your system and employees made the mistake, I informed them of the mistake when I was there. They ensured me even though I told them that the amount wasn't correct that yes the system and their manual calculations were right.
At this point, I guess it doesn't matter, it's either I pay or you send me to collections. [redacted]
How you can disagree with me saying that I am paying almost [redacted] for a system mistake is beyond me. [redacted] is almost [redacted]. I know what I paid, I told your people the amount wasn't right but I was assured that it was, twice.[redacted] the services that I got from your company are far from satisfactory and [redacted]
Then I was told by another one of your people that there was no one to make a complaint to about the whole situation. [redacted] I have an invoice saying that I owe you nothing and that my account is paid.
Initial Business Response /* (1000, 5, 2016/03/21) */
The mirror for $** was tagged appropriately as an "as is" product due to a small crack in the base. The mirror next to it was $[redacted] and tagged appropriately due to its pristine condition. After conferring with ownership and the salesperson, we...
have determined our salesperson erred and offered the pristine mirror for the discounted price. We are contacting the customer today to have them pick it up.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/09/19) */
Hi,
I can't find any purchase records under [redacted], or the provided phone number.
Would it be possible for you to reach out and get clarification?
Thanks,
[redacted]
Store Manager
Initial Consumer...
Rebuttal /* (3000, 7, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Worldwide furniture transfer our case to [redacted] under case # [redacted]
Final Consumer Response /* (4200, 27, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] according to thier coverage plan paragraph 2.0 cover cracks.
Final Business Response /* (4000, 29, 2016/10/07) */
The customer's response indicates their issue is with [redacted] coverage, not Worldwide.
Further to this:
This link illustrates [redacted] coverage. The customer speaks of paragraph 2.0, but this is for full-grain or top-grain leather. The customer's sectional was bonded leather, which is covered in paragraph 1.0. Note the exclusion of the phrase "of cracks or peels" which was included in the paragraph for full or top grain leather. Exclusions 7.0, section I, also notes the exclusion of coverage for peeling of bonded furniture.
[redacted]
(Note: The flyer in the pdf is personalized for Colder's Furniture, but is the same [redacted] Superior protection plan.)
Hopefully,this ends our discussion. The furniture issues are beyond the manufacturer's warranty period and also the scope of their extended protection plan. I hope the customer finds a satisfactory and economical solution to their problem. We can direct them to the appropriate professionals if they wish.
Initial Business Response /* (1000, 5, 2015/06/22) */
Our apologies for the delay in servicing. Upon being made aware of the situation, I spoke with [redacted] on 6/12 regarding the complaint and resolution timelines. The service call to remedy the issues is set for Saturday June 27th. ...
Clarification: The warranty coverage and supplied parts to address the customer's issue are covered by the Mfr. The extended warranty is from a separate supplier and covers accidental stains, rips, etc. I have shared the details of this complaint with ownership as per the customer's request.