Long Island Hardware

Review: On 9/**/13 I informed a store associate that I wanted to repaint a small Kitchen Dinette set (not the table top) and the frame of four cushioned chairs and inquired how much Paint I would need. The associate insisted that I would need a Gallon of paint so that I could apply three coats. I immediately said that this sounds like too much paint and inquired if I could purchase less than a Gallon and I was informed that a Gallon was what I needed and that smaller sizes weren't available. I paid $49 for a Gallon of paint and when I finished the job I had only used approx. 1/4 Gallon. Naturally I was very upset due to the fact that i'm a Senior Citizen and am on a fixed Budget. I called and spoke with [redacted] named [redacted] who was very rude and told me that I made a choice to come to his store and he refused to admit that his associate made an error although he was very familiar with situation. I always try to support local Businesses but it is clear that this Hardware Store is looking to turn a profit by taking advantage of Seniors.Desired Settlement: I feel that i'm entitled to either a partial refund and a store credit. An apology from [redacted] who has no business talking with customers couldn't hurt either.

Business

Response:

[redacted],

New York Revdex.com,

I am in receipt of your letter and copy of [redacted]'s complaint. I am the [redacted] of [redacted] Hardware and would like to respectfully respond.

Long Island Hardware, [redacted], has been a retail hardware store for over 33 years. We have consistently carried an A+ Revdex.com rating and had been accreditted until I realized and disagreed that the accredidation is only bestowed upon businesses that PAY for it. I strongly feel that a business watchdog organization should freely recognize the businesses that exemplify customer service and strong business morals.

This particular complaint of [redacted] is somewhat baffling. I have spoken with "[redacted]" a self-proclaimed yet not seen representative of [redacted] and as agreed by him and I, the complaint was to be addressed by myself and [redacted] in person. She has yet to contact me, yet she complained to your organization prior to contacting me.

I would first like to unequivacally deny the ageism predjudice that [redacted] accuses [redacted] Hardware of exhibitting by "trying to turn a profit by taking advantage of Seniors." Our business reputation alone proves otherwise. While in business for over 30 years we have been recognized and received numerous awards and accolades regarding our customer service. It is not our intention or our goal to turn a profit by taking advantage of any group. Yes, admittedly we are in business to make profit so as to employ our 40+ employees and support the hundred of local organizations that have learned to depend on our support. I take no shame in stating that [redacted] Hardware is required to make a profit; however those profits are not at the expense or detriment to anyone or any group.

[redacted] did solicit the advise of our [redacted]; discussing that she had 4 chairs and a table that she would like to paint. She had asked if paint was availble in 1/2 gallon containers and was told it was not. [redacted] offerred her advise as to how to cover the stained & clear coat finish wood furniture. He told her that the procedure would be to prime the furniture first, when dry to paint the furniture; after proper drying time apply a second coat of paint. The drying time and the recoating times are printed in the instructions of the manufactures labels. Without a square footage determination and being told 4 chairs and a table and originally being asked for 1/2 gallon of paint to do the job, [redacted] estimated that it would take more than 2 quarts to properly do this project. If a customer's needs are more than 2 qts. it is always suggested to the customer to purchase 1 gallon instead of 3 quarts because the retail cost of 3 quarts is equal to that of 1 gallon. Financially it is wiser to purchase more paint for touch ups or recoats than to pay same amount for less paint. I would assume everyone would agree to that. That is the selling suggestion that is always made and is why [redacted] has one gallon container of paint. [redacted] willfully made the purchase of paint. [redacted] confidently and appropriately made the suggestions and sale based upon information that was shared & discussed at time of their cordial interactive transaction.

[redacted] called our store shortly after leaving our store and spoke with my [redacted] (not [redacted]). She called complaining that we over-sold her product, that being on senior citizen she was on a fixed income and that she expects to be made whole with a refund for the paint. I cannot say that I am 100% aware of the conversational tone that transpired between [redacted] & [redacted], however I certainly appologize for anything that he may have said that was offensive. I have discussed this case with [redacted] and he admits that while he did disagree with [redacted]'s request for refund he feels he did not intentionally speak to her in a derogatory manner. Apparently this is a classic case of he said/she said and I can only offer a sincere apology to [redacted]. In [redacted]s description and explanation of her concerns she mentioned that she did 3 coats of paint on the furniture and still only used about 1/3 of the can. The time frame of her purchasing the paint, travelling to her work site (assuming it is not in New Jersey as her complaint states??) and applying 3 coats of paint does not make sense. She could not have applied the primer; let that dry, apply first coat of paint; let that dry and repeat the paint coats for two additional coats in the short time that passed from her time of purchase to time of complaint. If she admittedly is not following the recommended procedures, I can only assume that there are other factors that may have effected her process and use of paint.

[redacted]'s settlement request of a 50% refund or a store credit is unfortunately not acceptable. Both [redacted] and [redacted] have threatened to "go on the internet and do damage to my business if she doesn't get her way." I will not be forced into refunding her money solely on her perception that she has too much paint. [redacted] made his recomomdations in good faith and these recommondations were accepted as evidenced by the actual purchase.

The willfull purchase, the process of paint application being questioned & the threat of "extortion" is not well received; hence I respectfully decline to consider her request for a refund.

If there is any other information or discussion needed regarding this matter please do not hesitate to contact me.

Respectfully,

L. I. Hardware

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted],

I see no reason to contact [redacted] directly unless he decides to do the right thing here which after reading his response he isn't. I dealt directly with [redacted] who on the day of my purchase was the person left in charge by [redacted]. Please know that [redacted] wasn't in that day and doesn't have first hand knowledge of exactly what transpired between myself and [redacted]) and [redacted]). [redacted]'s version of [redacted]'s so called advise is a little off as well. At no time was I offered the option of purchasing a Quart. I was told that the Color was a Custom Color and that it was only available in a Gallon. This was Poor advise and turned out to be very convenient for a company that is admittedly in Business to turn a profit. While I appreciate [redacted]'s apology for [redacted]'s behavior it still happened and i'm concerned that it will happen again to other people. I reside in the immediate area an not in New Jersey and unless Long Island Hardware offers a fair resolution I will inform my neighbors of what happened. That's not Extortion as [redacted] put it, that's my right as a Consumer.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good afternoon [redacted],

I have read and considered my response to [redacted]'s continual attempt to obtain a refund on paint that she willfully purchased, incorrectly applied and threatens to defame us if we do not "do the right thing."

As evidenced in her rebuttal letter to my position, [redacted] is obviously unwilling to discuss this matter. I have made 2 invitations to her to come and discuss this matter with me. As I have already stated," I cannot say that I am 100% aware of the conversations...." yet [redacted] uses that same fact to reason I am incorrect. I would again invite you, [redacted], to come to the store and discuss this matter with me in person rather than through a non-judgemental 3rd party. I will not continue this adversarial correspondence unless there is a willing sense of cooperation to settle this matter fairly.

Again, I take no shame in admitting that the interest in business is to make a profit. [redacted]'s statements insinuating otherwise is unrealistic, misguided and otherwise wrong. All Businesses must make a profit in order to continue to employ its staff, support local community projects, pay local, state & federal taxes. I ask [redacted] to please reconsider her dissatisfaction with a business because it makes a profit.

[redacted] has mentioned her consumer rights. She has stated that she will inform her neighbors of her dissatisfaction unless I offer her a fair resolution. I still think that she is trying to strong arm a resolution in her favor with this threat of Do what I want or I will tell everbody your bad! The consumer rights that she has could have also prevented her from making the willfull purchase to begin with. She has the right to make her purchases where she feels most comfortable. [redacted] Hardware appreciates that she has chosen to shop/purchase at our store; to confidently solicit advice. We have been providing brand name products at fair prices; product and project advice for over 33 years. Our reputation within the surrounding communities is respectable. My staff makes all of their reccomondations in good faith based on experience and training.

If [redacted] sincerly wants to resolve her complaint rather than continue her refusal to discuss it with me she should visit the store and ask for me. I look forward to putting this matter behind us.

Respectfully,

L.I.Hardware

I have been involved with [redacted] concerning her dissatisfaction with my hardware store business.

I have offerred several times to meet with her, only to be ignored other than through your organization. I have explained our position, she has rebutted, I have replied to that. My question; How long will this continue as a letter writing campaign if she is not willing to discuss this matter personally. I have made a reasonable request to discuss in hopes to resolve issues. I am proud of our Revdex.com rating and would not want any poor marks, I hope that an impasse with a customer who is unwilling to cooperate does not reflect poorly on my business. I seriously do not want to continue with never-ending letters discussing a simple matter; but I will not be coerced into a resolution with which I disagree. Please reply with the course that a case like this will take and what I can expect from Revdex.com.

Respectfully,

L.I. Hardware