Louisa Hardware

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] buisiness' response was riddled with inaccuracies and offensive statementsThe product was never used and the accusation of using it for a party is completely unprofessionalI will never do business with this store again Thank you for taking the time to assist in this matter Regards, [redacted]

Customer called a week after the purchase of this item. Sequence of events are as follows: 1) One week after their party, customer  (husband) called and spoke to a sales associate  and stated that they wanted to return the gazebo and netting as there were some parts that had scratches...

or dents.  2) Sales Associate transferred the call to a store manager. The customer explained that the product had a few scratches and dents in the product and that they wished to return the product. The store manager informed the customer that for items such as this, we will work with the manufacturer to have any parts replaced at "No Cost" to them. We explained that some items in the store are not governed strictly by our refund policy but also by the manufacturer's warranty policy. Customer seemed fine with this explanation. 3) Customer called back a second time ( this time the [redacted]) and now rudely and belligerently stated that it is really not anything that is  wrong with the product but that she was just not happy with the product that it was "ugly".  This call was taken by the General Manager, [redacted]. He explained to her that this is the reason that we have a completely assembled unit set up inside of the store so that you will see what you are buying prior to purchasing the unit as some items in the store are governed by the Manufacturer's Return policy. We again offered to replace any parts showing scratches or dents, again at "No Cost" to the customer. 4) At that point, if the product has been removed from the box and set up that this is not a returnable item according to the store's return policy. 5) After now speaking with both [redacted] and [redacted] and receiving  two different stories a) dents and scratches b) nothing wrong just "ugly" and the product issue was more than a week after original purchase, we declined to return the product. As stated in our return policy not every item sold is a guaranteed return of the product.  6) Our store is always willing to work with each and every customer no matter what the issue and hope to come to an amiable solution. We have contacted the manufacturer and they have agreed to allow the return of the product even though this is outside of their standard policy. Although it is our belief that the customer used the product for their intended purpose of the party and now no longer in need of the item, we are willing to have the customer return the product for their credit. We have also attached a copy of our Return policy that is posted at our cash registers for all to read and a picture of the gazebo purchased as currently displayed in the store.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected] buisiness' response was riddled with inaccuracies and offensive statements. The product was never used and the accusation of using it for a party is completely unprofessional. I will never do business with this store again.  Thank you for taking the time to assist in this matter.
Regards,
[redacted]