August To Whom It May Concern: My name is *** ***My father is *** *** who is the President of Robinson’s Feed CompanyMy grandmother’s grandfather founded the companyHer marriage to my grandfather is how the ***’s came to own Robinson’s Feed Company(Note: there is no ***
who works for us.) *** *** and her daughter, *** ***, have indeed been customers of Robinson’s for quite some timeMrs*** opened a discount account with us on Feb 9th, On May 16th, that account was upgraded to a house charge accountAlthough regular charges on that account did not start occurring until Sep 30th, While there have been problems with the account being kept up to date, and other issues with Mrs*** and Miss ***, my involvement with the most current incident started on May 31st, (I had incorrectly thought that it had been at the end of March or April when I spoke to Miss *** on August 16th, 2015.) On that day Miss *** had come into our Lodi store to purchase some sunflower seed shortly before closingWhile I was at the counter closing a till for the end of the day, she stated that she had been over charged for grey sunflower seeds earlier in the day (invoice ***), and that she was routinely over charged for grey sunflowers in the past, and was therefore due a credit***, one of our head clerks and one of the people in charge of the feed department, stated that he had given her credit for this very issue back on February 18th, (invoice #***)Which Miss *** acknowledged, but she also insisted that she had been over charged since thenLooking at her account, I was able to see that she had indeed purchased grey sunflower seeds from us on two previous occasions to May 31st First on March 18th, 2015, and then on April 14th, (invoice #’s *** and ***)However, in both of those transactions the account was charged correctlyI was upset that our employees had not made the fix to our inventory system to remove the possibility of an accidental overcharge from occurring when the issue was brought to their attention back in FebruaryI instructed our employees to make the change to the inventory system and credit Mrs*** ***’s account (invoice #***)While looking over her account Miss *** kept stating that her mother had paid off the accountSince it was right there in front of me I informed her that there had been a payment of $on April 14th, (invoice #***), but that the account was still over $past due, and that May’s charges would become due as well once statements were sent out the next dayAfter calling her mother to confirm, she said that she would make a paymentTo which I told her that with the credit that we would been all caught up, and we did not owe her anymore creditsTo which she agreed, and I returned to the office to continue the process of closing the storeHowever, just before making the payment on the account on May 31st, (invoice #***), Miss *** purchased another two bags of grey sunflower seed unbeknownst to me (invoice #***)For reasons that I cannot explain, the clerk that rang up the two extra bags of gray sunflower seeds and took Miss ***’s payment on the account, rang up that seeds at the wrong price despite her being the original clerk earlier in the day and being present throughout the later adjustment that dayOn June 5th, 2015, Mrs*** Sandoval-*** came into our Lodi store and was helped by ***, who credited the account for the overcharge (invoice #***)While looking for boot registrations in preparation for my vacation Jun 14th-20th, 2015, I came across the credit from June 5thNot knowing of the second charge on the 31st, I thought that they had once again come in and asked for a credit that had been fixed and was no longer due themOutside of the grey sunflower seed problem, this had been a problem in the pastIn conjunction with my father, *** ***, it was determined that the *** *** account would no longer be a charge account, and that it would no longer receive special pricing that is reserved for high volume and special customersWhen these changes to the account were made, I should have sent a letter to Mrs*** *** detailing the changes to her account, and the reasons for themI am sorry for not sending the letter. On June 15th, 2015, while I was on vacation, Miss *** spoke with my father, *** ***, about the situation and demanded credit for the overcharged grey sunflower seed (a credit her mother had just received on June 5th)He told her that everything from that point forward was a clean slate, and that we did not owe anymore credits for overcharged sunflower seedShe also purchased dog food and Advantage flea control, as well as made a small payment that day all of which *** rang up and handled (invoice #’s *** *** ***)On Aug 16th, 2015, Mrs*** *** came into the Lodi store to purchase some grey sunflower seed, black oil sunflower seeds, and peanutsWhile being rung up by ***, Mrs*** said that she was due a credit for previously being overcharged when purchasing grey sunflower seeds (a credit that she herself received on June 5th)Since I was standing right there at the time and *** did not know anything about this, he asked meI explained that she had already received her credits, and that she was not due anyShe said that she didn’t know that, and paid for her feed and leftThat was at 1:pmAn hour or two later, I answered the phoneI was Miss *** ***She asked to speak to my fatherI told her that he wasn’t there and asked if I could help (he has Sundays off generally)She asked me who I was, and I told her (this was the first time that I had spoken to Miss *** *** since May 31st)She demanded to know why her mother didn’t get her discountI explained the situationAt which point she launched into meShe said that we owed her for overcharges, to which I said that I had personally taken care of at the end of March or April (it turned out to be on May 31st)She then asked why they weren’t getting their discount, to which I explained againShe next said that we owed them from overcharges from last year, to which I said that they had been taken care of back in FebruaryShe then said that we owed them for overcharges since February, and round and round the conversation went until she hung upA little while later Miss *** called backShe asked for my fatherI told her that he wasn’t thereShe lit into me again until once more she hung upAround 4pm her mother Mrs*** *** calledShe asked for ***I told her that he wasn’t there, and asked if I could help “NO!” She insisted again that I let her talk to him, and again told her that he was not inBecause the voice sounded similar to when she was in the store earlier that day, and the caller ID number was the same as the one Miss *** called from, I knew that I was speaking to Mrs*** ***I asked her if this was Mrs ***“No!” She asked to speak to *** againI asked whom was I speaking toShe said something unintelligible, and asked to speak to *** againWe followed the same pattern as I asked if she was Mrs*** and Mrs***Finally she demanded that I just give her ***’s numberI explained that I could not give his number, or any employee’s number, to just anyone without permissionI told her that, since she didn’t want to leave a message and I couldn’t help her, she and her daughter could come to the Lodi store and talk to *** in the morningAfter which she hung up the phone, and I sent a message to my father saying that they would be in the next day, Aug 17th, 2015, to speak with himThe next day when I arrived at the store I asked my father if Mrs*** *** and Miss *** *** had been in to see himHe said that he was helping a customer when the phone rangWith no one in the office he excused himself from the customer and answered the phoneWhile speaking with that customer, the other line began to ringAfter putting the caller on hold, he answered Miss ***’s callShe pounced on him as soon as he answeredWhen he could finally get a word in he explained that he had a number of customers and that if she could come into the store that he would talk to herMiss *** came into the store a bit laterI don’t know all that was said, but he said that they went round and round in circles until he told her that if she thought that they were still owed money that she could go through the receipts that she kept mentioning that she had and come to up with a figureOnce she had that figure she was to bring it to him and him aloneShe didn’t have to deal with me, or anyone elseHe would deal with it personallyThat was the last time that we have seen or heard from either Mrs*** *** or Miss *** *** until we received this complaintA quick few notes from looking back over Miss ***’s complaint: • There was no note for me to contact neither Miss ***, nor Mrs*** when I returned to the store from vacation on Jun 20thHowever, there would have been no need for me to call as Miss *** spoke directly with my father, the company president• They did come in at least twice and ask for credits that they were not owedJune 15th and August 16th• Of course I didn’t allow Miss ***, nor Mrs***, to talk to my father on August 16thHe wasn’t thereThey did not want to leave a message, and I’m not at liberty to hand out his, or any employee’s number without permissionI did the best that I could by telling them when he would be in the next day• She mentions that they buy 3-months’ worth of feed at a time, yet going just from February they purchased bags, in March more bags, in April bags, and bags in May before purchasing more on August 16thWhile the account eventually gets brought up-to-date it is not uncommon for the account to be 2, 3, or even months past dueIt is for these reasons that my father told me on the afternoon of August 17th, after speaking to Miss *** that morning, that he intended to take the figure that she felt she was owed, and write her a check for that amountHe was then going to tell her that she should take that check to our competitors and purchase their feed from them because they were no longer welcome in our storeIn the years that I have worked for my family, I cannot remember a time that he has ever had to something like thatI am sorry that it has come to thisI should have written a letter explaining the changes to the account, and why they were madeWith regards, *** *** Manager Robinson’s Feed Company
August To Whom It May Concern: My name is *** ***My father is *** *** who is the President of Robinson’s Feed CompanyMy grandmother’s grandfather founded the companyHer marriage to my grandfather is how the ***’s came to own Robinson’s Feed Company(Note: there is no ***
who works for us.) *** *** and her daughter, *** ***, have indeed been customers of Robinson’s for quite some timeMrs*** opened a discount account with us on Feb 9th, On May 16th, that account was upgraded to a house charge accountAlthough regular charges on that account did not start occurring until Sep 30th, While there have been problems with the account being kept up to date, and other issues with Mrs*** and Miss ***, my involvement with the most current incident started on May 31st, (I had incorrectly thought that it had been at the end of March or April when I spoke to Miss *** on August 16th, 2015.) On that day Miss *** had come into our Lodi store to purchase some sunflower seed shortly before closingWhile I was at the counter closing a till for the end of the day, she stated that she had been over charged for grey sunflower seeds earlier in the day (invoice ***), and that she was routinely over charged for grey sunflowers in the past, and was therefore due a credit***, one of our head clerks and one of the people in charge of the feed department, stated that he had given her credit for this very issue back on February 18th, (invoice #***)Which Miss *** acknowledged, but she also insisted that she had been over charged since thenLooking at her account, I was able to see that she had indeed purchased grey sunflower seeds from us on two previous occasions to May 31st First on March 18th, 2015, and then on April 14th, (invoice #’s *** and ***)However, in both of those transactions the account was charged correctlyI was upset that our employees had not made the fix to our inventory system to remove the possibility of an accidental overcharge from occurring when the issue was brought to their attention back in FebruaryI instructed our employees to make the change to the inventory system and credit Mrs*** ***’s account (invoice #***)While looking over her account Miss *** kept stating that her mother had paid off the accountSince it was right there in front of me I informed her that there had been a payment of $on April 14th, (invoice #***), but that the account was still over $past due, and that May’s charges would become due as well once statements were sent out the next dayAfter calling her mother to confirm, she said that she would make a paymentTo which I told her that with the credit that we would been all caught up, and we did not owe her anymore creditsTo which she agreed, and I returned to the office to continue the process of closing the storeHowever, just before making the payment on the account on May 31st, (invoice #***), Miss *** purchased another two bags of grey sunflower seed unbeknownst to me (invoice #***)For reasons that I cannot explain, the clerk that rang up the two extra bags of gray sunflower seeds and took Miss ***’s payment on the account, rang up that seeds at the wrong price despite her being the original clerk earlier in the day and being present throughout the later adjustment that dayOn June 5th, 2015, Mrs*** Sandoval-*** came into our Lodi store and was helped by ***, who credited the account for the overcharge (invoice #***)While looking for boot registrations in preparation for my vacation Jun 14th-20th, 2015, I came across the credit from June 5thNot knowing of the second charge on the 31st, I thought that they had once again come in and asked for a credit that had been fixed and was no longer due themOutside of the grey sunflower seed problem, this had been a problem in the pastIn conjunction with my father, *** ***, it was determined that the *** *** account would no longer be a charge account, and that it would no longer receive special pricing that is reserved for high volume and special customersWhen these changes to the account were made, I should have sent a letter to Mrs*** *** detailing the changes to her account, and the reasons for themI am sorry for not sending the letter. On June 15th, 2015, while I was on vacation, Miss *** spoke with my father, *** ***, about the situation and demanded credit for the overcharged grey sunflower seed (a credit her mother had just received on June 5th)He told her that everything from that point forward was a clean slate, and that we did not owe anymore credits for overcharged sunflower seedShe also purchased dog food and Advantage flea control, as well as made a small payment that day all of which *** rang up and handled (invoice #’s *** *** ***)On Aug 16th, 2015, Mrs*** *** came into the Lodi store to purchase some grey sunflower seed, black oil sunflower seeds, and peanutsWhile being rung up by ***, Mrs*** said that she was due a credit for previously being overcharged when purchasing grey sunflower seeds (a credit that she herself received on June 5th)Since I was standing right there at the time and *** did not know anything about this, he asked meI explained that she had already received her credits, and that she was not due anyShe said that she didn’t know that, and paid for her feed and leftThat was at 1:pmAn hour or two later, I answered the phoneI was Miss *** ***She asked to speak to my fatherI told her that he wasn’t there and asked if I could help (he has Sundays off generally)She asked me who I was, and I told her (this was the first time that I had spoken to Miss *** *** since May 31st)She demanded to know why her mother didn’t get her discountI explained the situationAt which point she launched into meShe said that we owed her for overcharges, to which I said that I had personally taken care of at the end of March or April (it turned out to be on May 31st)She then asked why they weren’t getting their discount, to which I explained againShe next said that we owed them from overcharges from last year, to which I said that they had been taken care of back in FebruaryShe then said that we owed them for overcharges since February, and round and round the conversation went until she hung upA little while later Miss *** called backShe asked for my fatherI told her that he wasn’t thereShe lit into me again until once more she hung upAround 4pm her mother Mrs*** *** calledShe asked for ***I told her that he wasn’t there, and asked if I could help “NO!” She insisted again that I let her talk to him, and again told her that he was not inBecause the voice sounded similar to when she was in the store earlier that day, and the caller ID number was the same as the one Miss *** called from, I knew that I was speaking to Mrs*** ***I asked her if this was Mrs ***“No!” She asked to speak to *** againI asked whom was I speaking toShe said something unintelligible, and asked to speak to *** againWe followed the same pattern as I asked if she was Mrs*** and Mrs***Finally she demanded that I just give her ***’s numberI explained that I could not give his number, or any employee’s number, to just anyone without permissionI told her that, since she didn’t want to leave a message and I couldn’t help her, she and her daughter could come to the Lodi store and talk to *** in the morningAfter which she hung up the phone, and I sent a message to my father saying that they would be in the next day, Aug 17th, 2015, to speak with himThe next day when I arrived at the store I asked my father if Mrs*** *** and Miss *** *** had been in to see himHe said that he was helping a customer when the phone rangWith no one in the office he excused himself from the customer and answered the phoneWhile speaking with that customer, the other line began to ringAfter putting the caller on hold, he answered Miss ***’s callShe pounced on him as soon as he answeredWhen he could finally get a word in he explained that he had a number of customers and that if she could come into the store that he would talk to herMiss *** came into the store a bit laterI don’t know all that was said, but he said that they went round and round in circles until he told her that if she thought that they were still owed money that she could go through the receipts that she kept mentioning that she had and come to up with a figureOnce she had that figure she was to bring it to him and him aloneShe didn’t have to deal with me, or anyone elseHe would deal with it personallyThat was the last time that we have seen or heard from either Mrs*** *** or Miss *** *** until we received this complaintA quick few notes from looking back over Miss ***’s complaint: • There was no note for me to contact neither Miss ***, nor Mrs*** when I returned to the store from vacation on Jun 20thHowever, there would have been no need for me to call as Miss *** spoke directly with my father, the company president• They did come in at least twice and ask for credits that they were not owedJune 15th and August 16th• Of course I didn’t allow Miss ***, nor Mrs***, to talk to my father on August 16thHe wasn’t thereThey did not want to leave a message, and I’m not at liberty to hand out his, or any employee’s number without permissionI did the best that I could by telling them when he would be in the next day• She mentions that they buy 3-months’ worth of feed at a time, yet going just from February they purchased bags, in March more bags, in April bags, and bags in May before purchasing more on August 16thWhile the account eventually gets brought up-to-date it is not uncommon for the account to be 2, 3, or even months past dueIt is for these reasons that my father told me on the afternoon of August 17th, after speaking to Miss *** that morning, that he intended to take the figure that she felt she was owed, and write her a check for that amountHe was then going to tell her that she should take that check to our competitors and purchase their feed from them because they were no longer welcome in our storeIn the years that I have worked for my family, I cannot remember a time that he has ever had to something like thatI am sorry that it has come to thisI should have written a letter explaining the changes to the account, and why they were madeWith regards, *** *** Manager Robinson’s Feed Company