Below is our response to this complaint. Because our office has moved, we just received the complaint in the mail. This is the customer who bought the item in question in her own words, two years ago, but has no receipt or order number. According to her, one of the slats in the bed broke...
after a year of use and our store in [redacted] corrected the issue for her at that time. After another undetermined period of time the same slat broke again, according to her complaint. The store she says she purchased this item from had closed over five months prior to her complaint. Mill Stores posted Return/Exchange policy is 30 days from date of purchase with original receipt (see http://millstores.com/ReturnPolicy.cfmfor specifics). Our [redacted] store went above and beyond by correcting the issue prior to the store closing. The manufacturer warranty applies to all merchandise after the 30 day return/exchange period, including any manufacturer defects as they are beyond our control. Compounding the issue, we heard conflicting stories from the husband and the wife concerning how the bed broke. Even further complicating the issue, the customer in her complaint says she purchased the bed two years ago yet lists the Purchase Date as 7/30/2014 .. less than a year ago. This is also approximately the time Mill Stores began heavily discounting products. Even though we were not obligated to under the policies pertaining to this sale, our corporate office offered this customer replacement pieces for the bed she purchased or 25% off a different bed of her choosing. We believe this was a fair offer based on the original sale date being unknown, conflicting information from the customer, and the customer having no receipt showing the actual amount she paid. As mentioned in her complaint, she rejected both offers. While we can sympathize with this customer, we believe our goodwill offer to this customer was more than fair considering the situation as outlined above. Mill Stores is certainly committed to customer service and satisfaction as demonstrated in this customer’s complaint. Our store corrected the issue after the return/exchange period had relapsed initially. Our Corporate Office offered to either repair/replace parts or provide a discount to this customer even though she had no receipt.Sincerely,[redacted]Ecommerce ManagerDirect: [redacted]http://www.millstores.com/
In response to your appeal to the Revdex.com of Eastern, Ma. we are happy to full fill your request for the following; One (1) [redacted] playset delivered and installed for $1212.00 plus the Ma State Sale Tax of 6.25% for a total of $1,287.75. Excluding the tax, your net total would be...
$1,091.00 after the $121.00 refund. Although the sale will end on July 26, 2017 we are happy to extend the courtesy of the sale price to you, until September 6, 2017. Should you choose to purchase the [redacted] set, we will be happy to refund the 121.00 upon installation. The Mill Store is sorry for any mis understanding and apologize for any undue inconvenience.
Below is our response to this complaint. Because our office has moved, we just received the complaint in the mail. This is the customer who bought the item in question in her own words, two years ago, but has no receipt or order number. According to her, one of the slats in the bed broke...
after a year of use and our store in [redacted] corrected the issue for her at that time. After another undetermined period of time the same slat broke again, according to her complaint. The store she says she purchased this item from had closed over five months prior to her complaint. Mill Stores posted Return/Exchange policy is 30 days from date of purchase with original receipt (see http://millstores.com/ReturnPolicy.cfmfor specifics). Our [redacted] store went above and beyond by correcting the issue prior to the store closing. The manufacturer warranty applies to all merchandise after the 30 day return/exchange period, including any manufacturer defects as they are beyond our control. Compounding the issue, we heard conflicting stories from the husband and the wife concerning how the bed broke. Even further complicating the issue, the customer in her complaint says she purchased the bed two years ago yet lists the Purchase Date as 7/30/2014 .. less than a year ago. This is also approximately the time Mill Stores began heavily discounting products. Even though we were not obligated to under the policies pertaining to this sale, our corporate office offered this customer replacement pieces for the bed she purchased or 25% off a different bed of her choosing. We believe this was a fair offer based on the original sale date being unknown, conflicting information from the customer, and the customer having no receipt showing the actual amount she paid. As mentioned in her complaint, she rejected both offers. While we can sympathize with this customer, we believe our goodwill offer to this customer was more than fair considering the situation as outlined above. Mill Stores is certainly committed to customer service and satisfaction as demonstrated in this customer’s complaint. Our store corrected the issue after the return/exchange period had relapsed initially. Our Corporate Office offered to either repair/replace parts or provide a discount to this customer even though she had no receipt.Sincerely,[redacted]Ecommerce ManagerDirect: [redacted]http://www.millstores.com/
In response to your appeal to the Revdex.com of Eastern, Ma. we are happy to full fill your request for the following; One (1) [redacted] playset delivered and installed for $1212.00 plus the Ma State Sale Tax of 6.25% for a total of $1,287.75. Excluding the tax, your net total would be...
$1,091.00 after the $121.00 refund. Although the sale will end on July 26, 2017 we are happy to extend the courtesy of the sale price to you, until September 6, 2017. Should you choose to purchase the [redacted] set, we will be happy to refund the 121.00 upon installation. The Mill Store is sorry for any mis understanding and apologize for any undue inconvenience.