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: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 refundHe stated that the vacuum cleaner "...did not pick up like he wanted it to."The customer was told that the policy for our vacuum cleaners was that they must be sent to our repair shop for repairThe 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 receiptI 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)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 poorIt was thickly covered in a brownish colored dust, quite similar to fine sawdustShe said it also had a very foul odorThe Assistant Manager took the vacuum cleaner into our back stock room areasCustomers 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 itUpon 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 testThe Assistant Manager again explained the warranty to the customer (see again, Exhibits #and #2)Our repair service was offered to the customer under the conditions of the Manufacturer's Warranty and store policyThe customer would hear nothing of it and became disorderly, slamming his hands down on the Courtesy Counter and DEMANDING a refundIt was loud enough that it could be heard across the front of the store, where it was indeed heard by the Store ManagerWhen the Store Manager got to the Courtesy Counter, the customer was in the process of verbally abusing the Assistant ManagerThe Store Manager interceded and explained the warranty and again offered to have the unit sent to our repair center for inspection and if necessary, repairThe customer refused, leaving the store, threatening to sue the store as well as report the matter to the Revdex.com 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 receiptI 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 vacuumUnfortunately, 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 policyWe 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] ***
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: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 refundHe stated that the vacuum cleaner "...did not pick up like he wanted it to."The customer was told that the policy for our vacuum cleaners was that they must be sent to our repair shop for repairThe 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 receiptI 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)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 poorIt was thickly covered in a brownish colored dust, quite similar to fine sawdustShe said it also had a very foul odorThe Assistant Manager took the vacuum cleaner into our back stock room areasCustomers 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 itUpon 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 testThe Assistant Manager again explained the warranty to the customer (see again, Exhibits #and #2)Our repair service was offered to the customer under the conditions of the Manufacturer's Warranty and store policyThe customer would hear nothing of it and became disorderly, slamming his hands down on the Courtesy Counter and DEMANDING a refundIt was loud enough that it could be heard across the front of the store, where it was indeed heard by the Store ManagerWhen the Store Manager got to the Courtesy Counter, the customer was in the process of verbally abusing the Assistant ManagerThe Store Manager interceded and explained the warranty and again offered to have the unit sent to our repair center for inspection and if necessary, repairThe customer refused, leaving the store, threatening to sue the store as well as report the matter to the Revdex.com 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 receiptI 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 vacuumUnfortunately, 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 policyWe 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] ***