HelloWe will begin by stating a report of the incident, then address how and why we handled it the way we did, and finally conclude by adding possible action we could take to avoid potential conflict in the future.The customer in question purchased an air conditioner at the end of our peak hot seasonAir conditioners are a seasonal item and those that don't sell during the summer months will end up being held over a year until the next summerAs long as an item is sitting and not selling, it is costing us moneyWe desire to sell all our air conditioners every summer so we don't "sit on them" for an entire yearAlso, air conditioners are a prime item to be purchased, used, then re-boxed after the heat has subsided and returnedIn other words, people attempt to get a free air conditioner for the time of year they need it most, then return it in hopes of getting their full money backWe consider this to be dishonest and a form of theft as it costs us dearlyIn an attempt to prevent our losses in either of these cases, we do not accept returns on air conditionersIf there is a functional problem with the unit, the customer can contact the manufacturer who will be happy to repair or exchange the unit per the stipulations of the manufacturer's warrantyThe customer in question first sent her teenage son in to return the air conditioner to which we declined to oblige the requestSoon after, the teenager's mother entered the store making the same requestOnce again, we declined to return the unit and proceeded to explain why: This is a seasonal itemWe do not know if it has been used and re-boxedWe generally do not return air conditionersThe customer made several threatening remarks and proceeded to call the policeOnce on site and after listening to both sides of the story, the police informed the customer that it was our right as a business to decline the return on the unit and asked that the customer leave the storeBefore leaving, the customer harassed a couple other customers asking them to sign her sales invoice.In the future we as a store will attempt to make it more clear at the time of purchase that all sales of air conditioners are finalIf the customer has a functional problem with the unit they can contact the manufacturer per terms of their warranty.Final re
Complaint: ***I am rejecting this response because:I purchased this air conditioner on August The receipt states that a restocking fee may apply to special order itemsThis implies they take returnsI would not have purchased from this store had I known it was not returnable, as it was a gift that was not wantedI tried to return it on August 19, days from purchaseI did not hang on to it through the season, nor did I open the box or cut the packing strapsIt was obviously untampered as the police verifiedThis was not a sale item, nor was it a damaged as is. I hadn't thought it would be a problem until I received a call from my son, who was supposed to drop it offThis is a big, heavy item, that fit in his vehicleI was totally surprised by the manager refusing the return, which is when I went in to the store The police told me to take the unit home because the store manager dragged the unit to the sidewalk and left it there( Which is why I called the police , as it seemed a very extreme reaction to our conversation I was thinking unbalanced) Had the unit been stolen from the street, I would have no proofThe police told me this was a civil matter, so I am approaching the Revdex.com as an avenue. The box is still unopenedWe are still having hot weather and it is still the month of AugustThe unit was not on sale, nor was it labeled in any way as a none returnable item, nor does it state anything to that effect on the receiptWhat the receipt does state is the cost, $701.63, and that there may be a restocking feeMy prompt timing on the return is not unreasonableThis should have been a standard business transactionAnywhere else this would not have been an issue Sincerely,*** ***
Hello. We will begin by stating a report of the incident, then address how and why we handled it the way we did, and finally conclude by adding possible action we could take to avoid potential conflict in the future.The customer in question purchased an air conditioner at the end of our peak hot...
season. Air conditioners are a seasonal item and those that don't sell during the summer months will end up being held over a year until the next summer. As long as an item is sitting and not selling, it is costing us money. We desire to sell all our air conditioners every summer so we don't "sit on them" for an entire year. Also, air conditioners are a prime item to be purchased, used, then re-boxed after the heat has subsided and returned. In other words, people attempt to get a free air conditioner for the time of year they need it most, then return it in hopes of getting their full money back. We consider this to be dishonest and a form of theft as it costs us dearly. In an attempt to prevent our losses in either of these cases, we do not accept returns on air conditioners. If there is a functional problem with the unit, the customer can contact the manufacturer who will be happy to repair or exchange the unit per the stipulations of the manufacturer's warranty. The customer in question first sent her teenage son in to return the air conditioner to which we declined to oblige the request. Soon after, the teenager's mother entered the store making the same request. Once again, we declined to return the unit and proceeded to explain why: 1. This is a seasonal item. 2. We do not know if it has been used and re-boxed. 3. We generally do not return air conditioners. The customer made several threatening remarks and proceeded to call the police. Once on site and after listening to both sides of the story, the police informed the customer that it was our right as a business to decline the return on the unit and asked that the customer leave the store. Before leaving, the customer harassed a couple other customers asking them to sign her sales invoice.In the future we as a store will attempt to make it more clear at the time of purchase that all sales of air conditioners are final. If the customer has a functional problem with the unit they can contact the manufacturer per terms of their warranty.Final remarks: Manchester Brothers has been in business in the same location and with the same ownership for 75 years. We are the oldest known retail establishment in our county. We strive to provide quality merchandise with professional service to all our clients. In rare occasions when customer's ideals conflict with our policies we make every attempt to resolve the discrepancy in a timely and logical manner without compromising our standards. Unfortunately, to our displeasure, not every conflict is resolved in a manner that pleases the customer. However, despite these rare instances, we as a business must remain true to our standards and policies.
HelloWe will begin by stating a report of the incident, then address how and why we handled it the way we did, and finally conclude by adding possible action we could take to avoid potential conflict in the future.The customer in question purchased an air conditioner at the end of our peak hot seasonAir conditioners are a seasonal item and those that don't sell during the summer months will end up being held over a year until the next summerAs long as an item is sitting and not selling, it is costing us moneyWe desire to sell all our air conditioners every summer so we don't "sit on them" for an entire yearAlso, air conditioners are a prime item to be purchased, used, then re-boxed after the heat has subsided and returnedIn other words, people attempt to get a free air conditioner for the time of year they need it most, then return it in hopes of getting their full money backWe consider this to be dishonest and a form of theft as it costs us dearlyIn an attempt to prevent our losses in either of these cases, we do not accept returns on air conditionersIf there is a functional problem with the unit, the customer can contact the manufacturer who will be happy to repair or exchange the unit per the stipulations of the manufacturer's warrantyThe customer in question first sent her teenage son in to return the air conditioner to which we declined to oblige the requestSoon after, the teenager's mother entered the store making the same requestOnce again, we declined to return the unit and proceeded to explain why: This is a seasonal itemWe do not know if it has been used and re-boxedWe generally do not return air conditionersThe customer made several threatening remarks and proceeded to call the policeOnce on site and after listening to both sides of the story, the police informed the customer that it was our right as a business to decline the return on the unit and asked that the customer leave the storeBefore leaving, the customer harassed a couple other customers asking them to sign her sales invoice.In the future we as a store will attempt to make it more clear at the time of purchase that all sales of air conditioners are finalIf the customer has a functional problem with the unit they can contact the manufacturer per terms of their warranty.Final re
Complaint: ***I am rejecting this response because:I purchased this air conditioner on August The receipt states that a restocking fee may apply to special order itemsThis implies they take returnsI would not have purchased from this store had I known it was not returnable, as it was a gift that was not wantedI tried to return it on August 19, days from purchaseI did not hang on to it through the season, nor did I open the box or cut the packing strapsIt was obviously untampered as the police verifiedThis was not a sale item, nor was it a damaged as is. I hadn't thought it would be a problem until I received a call from my son, who was supposed to drop it offThis is a big, heavy item, that fit in his vehicleI was totally surprised by the manager refusing the return, which is when I went in to the store The police told me to take the unit home because the store manager dragged the unit to the sidewalk and left it there( Which is why I called the police , as it seemed a very extreme reaction to our conversation I was thinking unbalanced) Had the unit been stolen from the street, I would have no proofThe police told me this was a civil matter, so I am approaching the Revdex.com as an avenue. The box is still unopenedWe are still having hot weather and it is still the month of AugustThe unit was not on sale, nor was it labeled in any way as a none returnable item, nor does it state anything to that effect on the receiptWhat the receipt does state is the cost, $701.63, and that there may be a restocking feeMy prompt timing on the return is not unreasonableThis should have been a standard business transactionAnywhere else this would not have been an issue Sincerely,*** ***
Hello. We will begin by stating a report of the incident, then address how and why we handled it the way we did, and finally conclude by adding possible action we could take to avoid potential conflict in the future.The customer in question purchased an air conditioner at the end of our peak hot...
season. Air conditioners are a seasonal item and those that don't sell during the summer months will end up being held over a year until the next summer. As long as an item is sitting and not selling, it is costing us money. We desire to sell all our air conditioners every summer so we don't "sit on them" for an entire year. Also, air conditioners are a prime item to be purchased, used, then re-boxed after the heat has subsided and returned. In other words, people attempt to get a free air conditioner for the time of year they need it most, then return it in hopes of getting their full money back. We consider this to be dishonest and a form of theft as it costs us dearly. In an attempt to prevent our losses in either of these cases, we do not accept returns on air conditioners. If there is a functional problem with the unit, the customer can contact the manufacturer who will be happy to repair or exchange the unit per the stipulations of the manufacturer's warranty. The customer in question first sent her teenage son in to return the air conditioner to which we declined to oblige the request. Soon after, the teenager's mother entered the store making the same request. Once again, we declined to return the unit and proceeded to explain why: 1. This is a seasonal item. 2. We do not know if it has been used and re-boxed. 3. We generally do not return air conditioners. The customer made several threatening remarks and proceeded to call the police. Once on site and after listening to both sides of the story, the police informed the customer that it was our right as a business to decline the return on the unit and asked that the customer leave the store. Before leaving, the customer harassed a couple other customers asking them to sign her sales invoice.In the future we as a store will attempt to make it more clear at the time of purchase that all sales of air conditioners are final. If the customer has a functional problem with the unit they can contact the manufacturer per terms of their warranty.Final remarks: Manchester Brothers has been in business in the same location and with the same ownership for 75 years. We are the oldest known retail establishment in our county. We strive to provide quality merchandise with professional service to all our clients. In rare occasions when customer's ideals conflict with our policies we make every attempt to resolve the discrepancy in a timely and logical manner without compromising our standards. Unfortunately, to our displeasure, not every conflict is resolved in a manner that pleases the customer. However, despite these rare instances, we as a business must remain true to our standards and policies.