In response to the complaint referenced above, I have spoken with the store manager of our Magic Mart located in [redacted]. Below,I have listed the pertinent facts as I understand them:1. On or about March 22, 2015, the customer referenced in the above noted case number came...
to the store with a Eureka vacuum cleaner as[redacted] for a refund. He stated that the vacuum cleaner "...did not pick up like he wanted it to."2. The customer was told that the policy for our vacuum cleaners was that they must be sent to our repair shop for repair.3. The customer was incomplete at best when he stated in his complaint that "It plainly says to bring the receipt back to the store with any return." The customer does not say who or what entity "plainly says." I believe the customer may be referring to the warranty, which is printed in its entirety on the back of every receipt. I have provided you a copy of our receipt (Exhibit #1) as well as an enlarged copy showing the specific information when dealing with vacuum cleaners (Exhibit #2).4. The Assistant Manager that first dealt with the customer stated that the condition of the vacuum cleaner when it was first presented to her at the Courtesy Counter was poor. It was thickly covered in a brownish colored dust, quite similar to fine sawdust. She said it also had a very foul odor.5. The Assistant Manager took the vacuum cleaner into our back stock room areas. Customers are not allowed in this area for safety and security reasons. She said she had to clean it off on the outside and empty the cup before she could test it.6. Upon completion of her test, she determined that it was fully functional and operated properly. She brought the unit back to the Courtesy Counter along with the cup which contained the dust/dirt/debris that the unit picked up off of the rug that was used for the test.7. The Assistant Manager again explained the warranty to the customer (see again, Exhibits #1 and #2). Our repair service was offered to the customer under the conditions of the Manufacturer's Warranty and store policy.8. The customer would hear nothing of it and became disorderly, slamming his hands down on the Courtesy Counter and DEMANDING a refund. It was loud enough that it could be heard across the front of the store, where it was indeed heard by the Store Manager. When the Store Manager got to the Courtesy Counter, the customer was in the process of verbally abusing the Assistant Manager. The Store Manager interceded and explained the warranty and again offered to have the unit sent to our repair center for inspection and if necessary, repair. The customer refused, leaving the store, threatening to sue the store as well as report the matter to the Revdex.com.9. The position of Magic Mart is that we have done everything in our power to honor the Manufacturer's Warranty and to abide by the Magic Mart's Refund/Return Policy printed on the back of the receipt. I asked the Store Manager about the customer's statement that "it didn't pick up like he wanted it to." She said that based upon the appearance and the smell of the unit, the customer needed a shop vacuum, not an upright vacuum. Unfortunately, we cannot allow refunds and exchanges on merchandise that we cannot, in good faith, present for resale to our customers as "new." Just because a customer may have purchased the incorrect item, used it beyond the point where it could be re-sold and now wants a refund or exchange does not put Magic Mart in the position where we must suffer a loss, especially when the customer has refused the remedies provided to them by the Manufacturer's Warranty and store policy.10. We respectfully ask that these facts be entered into the record and that any summation or judgement by the Revdex.com reflect favorably on Magic Mart.Sincerely,[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am in disagreement with this statement sir. There was not a sign posted on the shelf the day we purchased this item. The clerk at checkout assured us that we would be able to bring this item back for a refund after I voiced my concern at time of purchase. I can assure you that in no matter had there been a sign posted as you are stating would I have purchased this product. Also "your sign" consisted of a notebook sheet of paper being taped to the shelf the day I came into the store was what was posted. I consider this to be very poor management and distaste to posting a sign. Also, I had another employee there that day relate to me that this product was not doing so well and thus led to the sign being posted. I am very disappointed that Magic Mart feels the need to sell such poor quality material and then tries to disassociate themselves with the product when customers learn they have been scammed by poor quality, poor customer service, and poor posting of "your signs". I am very upset that Magic Mart will not refund my money and again I am very upset with your employees. I suggest that maybe training them to not assure a customer to maintain a receipt if they know that a product can not be returned just to conclude a sale. I will also report this business that is producing the Drones to the Better Business as well...... I have been a long time customer of Magic Mart but feel that if my business is so unimportant than the hometown advertising that is being portrayed is nothing more than as poor quality as the Drones that you are selling to your customers.
Regards,
[redacted]
Magic Mart takes very seriously any and all customer complaints. In this case, the issue is that the sales area where the drones are sold is CLEARLY signed that there are no Refunds or Exchanges on them. This is at the request of the Manufacturer. They have asked us not to refund or exchange items because they want to handle all issues. Quite frankly, we have had very few issues with this product. It is selling quite well in all of our stores and the few issues that have arisen have all been handled by the Manufacturer, usually with a new unit sent directly to the customer. In the photos I have attached, you can see the sign clearly state that there are no refunds or exchanges offered by the store on these products. In the next picture you can clearly see that the Manufacturer has clearly printed a toll free number for customers to call if they have a problem with the drone. The third picture shows the area on the shelf where there items are available for sale. Ms. [redacted] purchased the model on the left hand side. The sign is clearly visible in the picture and the store manager is certain the sign was there when Ms. [redacted] made her purchase.We strongly disagree with Ms. [redacted] assertion that the product is of poor quality. We stand behind our merchandise and we honor the Manufacturer's Warranty. In this case the Manufacturer has clearly stated that they will handle all of the customer questions, problems and/or warranty claims.Magic Mart feels that we have honored the both the letter and the spirit of the warranty and ask that your records reflect the same.Sincerely,[redacted]
I feel that the store is being non compliant wit the refund and that they were aware that this product was junk and from the response from an employee to me directly they posted the sheet of paper they taped to the shelf because others were complaining. I gave them my money in good faith for a...
product that is worthless and was told at checkout that I could return for a full refund with my receipt after I voiced my opinion on this product and the quality and that I was very weary this product.
In response to the complaint referenced above, I have spoken with the store manager of our Magic Mart located in [redacted]. Below,I have listed the pertinent facts as I understand them:1. On or about March 22, 2015, the customer referenced in the above noted case number came...
to the store with a Eureka vacuum cleaner as[redacted] for a refund. He stated that the vacuum cleaner "...did not pick up like he wanted it to."2. The customer was told that the policy for our vacuum cleaners was that they must be sent to our repair shop for repair.3. The customer was incomplete at best when he stated in his complaint that "It plainly says to bring the receipt back to the store with any return." The customer does not say who or what entity "plainly says." I believe the customer may be referring to the warranty, which is printed in its entirety on the back of every receipt. I have provided you a copy of our receipt (Exhibit #1) as well as an enlarged copy showing the specific information when dealing with vacuum cleaners (Exhibit #2).4. The Assistant Manager that first dealt with the customer stated that the condition of the vacuum cleaner when it was first presented to her at the Courtesy Counter was poor. It was thickly covered in a brownish colored dust, quite similar to fine sawdust. She said it also had a very foul odor.5. The Assistant Manager took the vacuum cleaner into our back stock room areas. Customers are not allowed in this area for safety and security reasons. She said she had to clean it off on the outside and empty the cup before she could test it.6. Upon completion of her test, she determined that it was fully functional and operated properly. She brought the unit back to the Courtesy Counter along with the cup which contained the dust/dirt/debris that the unit picked up off of the rug that was used for the test.7. The Assistant Manager again explained the warranty to the customer (see again, Exhibits #1 and #2). Our repair service was offered to the customer under the conditions of the Manufacturer's Warranty and store policy.8. The customer would hear nothing of it and became disorderly, slamming his hands down on the Courtesy Counter and DEMANDING a refund. It was loud enough that it could be heard across the front of the store, where it was indeed heard by the Store Manager. When the Store Manager got to the Courtesy Counter, the customer was in the process of verbally abusing the Assistant Manager. The Store Manager interceded and explained the warranty and again offered to have the unit sent to our repair center for inspection and if necessary, repair. The customer refused, leaving the store, threatening to sue the store as well as report the matter to the Revdex.com.9. The position of Magic Mart is that we have done everything in our power to honor the Manufacturer's Warranty and to abide by the Magic Mart's Refund/Return Policy printed on the back of the receipt. I asked the Store Manager about the customer's statement that "it didn't pick up like he wanted it to." She said that based upon the appearance and the smell of the unit, the customer needed a shop vacuum, not an upright vacuum. Unfortunately, we cannot allow refunds and exchanges on merchandise that we cannot, in good faith, present for resale to our customers as "new." Just because a customer may have purchased the incorrect item, used it beyond the point where it could be re-sold and now wants a refund or exchange does not put Magic Mart in the position where we must suffer a loss, especially when the customer has refused the remedies provided to them by the Manufacturer's Warranty and store policy.10. We respectfully ask that these facts be entered into the record and that any summation or judgement by the Revdex.com reflect favorably on Magic Mart.Sincerely,[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am in disagreement with this statement sir. There was not a sign posted on the shelf the day we purchased this item. The clerk at checkout assured us that we would be able to bring this item back for a refund after I voiced my concern at time of purchase. I can assure you that in no matter had there been a sign posted as you are stating would I have purchased this product. Also "your sign" consisted of a notebook sheet of paper being taped to the shelf the day I came into the store was what was posted. I consider this to be very poor management and distaste to posting a sign. Also, I had another employee there that day relate to me that this product was not doing so well and thus led to the sign being posted. I am very disappointed that Magic Mart feels the need to sell such poor quality material and then tries to disassociate themselves with the product when customers learn they have been scammed by poor quality, poor customer service, and poor posting of "your signs". I am very upset that Magic Mart will not refund my money and again I am very upset with your employees. I suggest that maybe training them to not assure a customer to maintain a receipt if they know that a product can not be returned just to conclude a sale. I will also report this business that is producing the Drones to the Better Business as well...... I have been a long time customer of Magic Mart but feel that if my business is so unimportant than the hometown advertising that is being portrayed is nothing more than as poor quality as the Drones that you are selling to your customers.
Regards,
[redacted]
Magic Mart takes very seriously any and all customer complaints. In this case, the issue is that the sales area where the drones are sold is CLEARLY signed that there are no Refunds or Exchanges on them. This is at the request of the Manufacturer. They have asked us not to refund or exchange items because they want to handle all issues. Quite frankly, we have had very few issues with this product. It is selling quite well in all of our stores and the few issues that have arisen have all been handled by the Manufacturer, usually with a new unit sent directly to the customer. In the photos I have attached, you can see the sign clearly state that there are no refunds or exchanges offered by the store on these products. In the next picture you can clearly see that the Manufacturer has clearly printed a toll free number for customers to call if they have a problem with the drone. The third picture shows the area on the shelf where there items are available for sale. Ms. [redacted] purchased the model on the left hand side. The sign is clearly visible in the picture and the store manager is certain the sign was there when Ms. [redacted] made her purchase.We strongly disagree with Ms. [redacted] assertion that the product is of poor quality. We stand behind our merchandise and we honor the Manufacturer's Warranty. In this case the Manufacturer has clearly stated that they will handle all of the customer questions, problems and/or warranty claims.Magic Mart feels that we have honored the both the letter and the spirit of the warranty and ask that your records reflect the same.Sincerely,[redacted]
I feel that the store is being non compliant wit the refund and that they were aware that this product was junk and from the response from an employee to me directly they posted the sheet of paper they taped to the shelf because others were complaining. I gave them my money in good faith for a...
product that is worthless and was told at checkout that I could return for a full refund with my receipt after I voiced my opinion on this product and the quality and that I was very weary this product.