Once Upon A Child & Plato's Closet

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Plato's Closet
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted].[redacted].com
Person Who Sent the Complaint:
[redacted]...

[redacted]
Staff Member:
Response:
We were informed that [redacted] had been presented with the offer to leave her 4 Kroger bags of clothing with us on a day that we were doing "drop off" service. All customers were told that if they chose to leave them that we would give them a call and that they had to pick them back up the next day by closing, 9:00 pm. We did not purchase any items from [redacted] due to wear and because she had children's size clothing, which we do not purchase. Her items were donated because they were never picked back up. [redacted] claims she was never called about her items, and we have no notations whether we did or not. We called [redacted] on Monday October 5 to rectify the situation, taking responsibility for the issue. We told [redacted] that we would contact her in the next few days to determine what we decided to do to compensate her for the situation. We called her on October 9, and left her a message. In this message, we told her our decision was to provide her $25 in Plato's Bucks, which is similar to store credit. We ended the message by asking her to call our office with her address so that we could mail them to her as soon as possible. On Thursday October 15, we finally heard from [redacted], informing us that she had contacted the Revdex.com. She claimed she had not received our message, so we restated what was left in the message. She told us that $25 was not acceptable and that she wanted $100 cash. We explained to her that because we didn't purchase anything from her, along with the notations as to why we passed on all her items, we could not provider her with such an unreasonable amount. Our average buy from customers selling to us is equivalent to $24. By providing her with $25 for the items she brought in to us, which by not buying anything from her we received zero financial gain from, we were providing her with the average buy amount. Four Kroger size bags would never result in $100 from us, and therefore believe that the offered compensation was sufficient based on the size of buy we were presented with.
Sent on: 10/20/2015 4:20:18 PM

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Plato's Closet
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted].[redacted].com
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
As mentioned before, we have taken full responsibility for the items being donated and not given back to you. The staff responsible for this has been reprimanded. Since the last time we spoke with you, we have sent out a check for $25, instead of in-store credit. While you did ask for $100 for 4 small bags of clothing, we feel that $25 cash is what we should cover since we did not purchase anything from you. We have apologized for this, and continue to apologize for the mishap.
Sent on: 11/9/2015 10:50:29 AM

On Wednesday, May 15, 2013 I purchased a used Nerf blaster from Once Upon A Child on Taylorsville Road, Louisville, KY. The product seemed to be in good and working condition but I was unable to thoroughly inspect the item because it was contained in a plastic mesh to keep included contents with the blaster. The blaster had the price sticker ripped off so I asked the employee at the register who in turn asked the manager about it. A price was given and it was said that prices are based on condition of items when they inspect them prior to purchasing them from sellers. I purchased the Nerf blaster for what I thought was a reasonable price.

Upon taking the blaster out of the plastic mesh I noticed some structural damage on the plastic body of the Nerf blaster that had gone unnoticed prior. Additionally the screws holding it together were also rusted significantly. Less than a half-hour later I returned to the store and asked them about it. I asked them for clarification on how the pricing was done. They reiterated that pricing is based upon the condition of the items. Note that my Nerf blaster was an older version and had been priced by them at $6.50+tax. I asked them why it was priced at that if it had such extensive damage done to it compared to some of the other Nerf blasters of the same kind. I pointed out the damage to the one I purchased and compared it to some of the newer versions they had that had less structural damage but more paint wearing. The employee said that the pricing was based upon the item and its condition. She also offered me an exchange for one of the others. I refused to take the offer and asked if it would be possible for a partial refund at all. She denied.

All the while I was reasoning with her and inquiring about what could be done, she continued to look through other items that were brought in and paying little attention to me and my problems and not trying to resolve the issue other than offering an exchange. Her conduct was unsatisfactory and rude. She was not acting professionally and giving me little attention and was trying to just get rid of me.

Overall the experience I had with doing business with Once Upon A Child this time was poor and barely satisfactory for being treated so poorly and given an unfair pricing