Happy New Year! I hope you are finding the new Year to treat you well After long attempts to locate this customer’s file and the hectic Holidays this is what I have come up withWe attempted to assist this customer when they first contacted us, both via email and phone calls They did provide pictures like we asked, but when we inquired about additional information, such as when they purchased the pavers and from whom (we do not sell this Collection direct); so that we could start a SOP Complaint file in attempt to better further assist her, she became irate and unreasonable There were a few phone calls where she yelled at an [redacted] associate whom was trying to collect information in order to help locate her order, that unfortunately led to us not accepting her calls Additionally, we have tried to explain to her, again via phone and email, the white haze on her pavers is a natural occurrence, called Efflorescence, that happens in the curing process between cement and water (please see attached for further explanation)She proceeded to threaten with legal action which is completely unsubstantiated in this case Despite our efforts we were not able to retrieve any information to locate her order, so that we could move forward with her complaint The information you are providing is much more than we were ever given Which leads to more concerns: Here are my concerns with her “Complaint Information” It is not a product issue, nor defect, as we tried to explain to her previously We were trying to provide her customer service to rectify her concerns, but unfortunately her demeanor made that very difficult I have NO purchases for this material/product, from any of my vendors, during the month November or December Her complaint states that her purchase was dated 12/14/ Nor did anyone contact us regarding this job when the problem occurred on 12/23/I am not sure how to proceed from here, especially since I am still not able to locate her file with the inaccurate information she has provided thus farThank you for listening Sincerely, [redacted] -***
Happy New Year! I hope you are finding the new Year to treat you well After long attempts to locate this customer’s file and the hectic Holidays this is what I have come up withWe attempted to assist this customer when they first contacted us, both via email and phone calls They did provide pictures like we asked, but when we inquired about additional information, such as when they purchased the pavers and from whom (we do not sell this Collection direct); so that we could start a SOP Complaint file in attempt to better further assist her, she became irate and unreasonable There were a few phone calls where she yelled at an [redacted] associate whom was trying to collect information in order to help locate her order, that unfortunately led to us not accepting her calls Additionally, we have tried to explain to her, again via phone and email, the white haze on her pavers is a natural occurrence, called Efflorescence, that happens in the curing process between cement and water (please see attached for further explanation)She proceeded to threaten with legal action which is completely unsubstantiated in this case Despite our efforts we were not able to retrieve any information to locate her order, so that we could move forward with her complaint The information you are providing is much more than we were ever given Which leads to more concerns: Here are my concerns with her “Complaint Information” It is not a product issue, nor defect, as we tried to explain to her previously We were trying to provide her customer service to rectify her concerns, but unfortunately her demeanor made that very difficult I have NO purchases for this material/product, from any of my vendors, during the month November or December Her complaint states that her purchase was dated 12/14/ Nor did anyone contact us regarding this job when the problem occurred on 12/23/I am not sure how to proceed from here, especially since I am still not able to locate her file with the inaccurate information she has provided thus farThank you for listening Sincerely, [redacted] -***