Owens Wood Products, Inc.

On December 16, 2013, I, [redacted], went to Owens Wood Products to place an order for wood product for my parents. I arranged it to be delivered days after on December 18th at 1300 hours. That was the next available delivery offered from the Desk Staff Employee.I paid in full with a credit card. When I arrived home I called my parents to tell them of the delivery. They informed me that they were going to Mexico for the winter and to cancel the order.I called first thing in the morning to cancel and get a refund and was told that they would not give me a refund. I was told I had to speak to the owner [redacted]. I called him and he refused to refund my money. There is nothing on the receipt that states that there is no cancellations or refunds once the wood is purchased, nor was I told that when I purchased the wood, nor did I see anything in the office that stated such a policy. However, there is a disclaimer at the bottom of the receipt which states, "All claims and returned goods MUST be accompanied by this bill," which indicates that claims or returns are accepted. There has not been a delivery and I have not received any product whatsoever.Product_Or_Service: Wood for burning. ( Not received)Order_Number: [redacted]Desired SettlementA full refund of the $400.00 dollars they charged to my credit card.Business Response Contact Name and Title: [redacted]/OwnerContact Phone: [redacted]Contact Email: [redacted]To Whom It May Concern:I, [redacted], am typing this letter in regards to the disagreement with [redacted] Aguirre. [redacted] came into my business on December 16, 2013, between 12:30 and 1:00pm with the intentions of buying one cord of firewood. After speaking with the receptionist regarding prices and delivery, [redacted] pre-paid $400 for a cord of walnut to be delivered to his parent's home on December 18, 2013 at 1:00pm. I typically prefer my customer's to pay on the day of delivery, but [redacted] stated that he would like to pre-pay due to the fact that he was not going to be there when the wood was delivered. Customer was given a receipt and left with no issues. The following business day on December 17, 2013, customer called at 8:45am and left a message, stating that he needed to cancel the delivery because his parents were going out of the country. My receptionist returned [redacted]'s phone call to discuss the matter, and Customer stated that he spoke with his parent's to give them details of the delivery, and they told him that they were going out of the country and did not need the wood. My receptionist told [redacted] that there was nothing she could do on her end, due to the fact that she could no longer void the purchase since it was a new day and the payment already posted. She then referred the customer to call me, and gave him my telephone number. Later that same day, I received a phone call from [redacted]. I told the customer that I was out of town on business, and that I wouldn't be able to refund his money, because he came in with the intentions of buying the wood and pre-paid for it. I told him I would call him when I got back into town at the end of the week to discuss the matter further. [redacted] came back to my business on the morning of December 18, 2013 looking for me. My receptionist told him I was not in and that I was still out of town and she referred him to call me again if he needed to. [redacted] was not very happy with this answer and stated that he wanted my receptionist to give him back his money. She then called me and gave the phone to [redacted] to speak with me. I told [redacted] that I was going to charge him a 5% processing fee and he declined my offer. I then told him that I have to pay a fee on every credit card transaction, and since we weren't able to void the transaction the same business day, this was the only alternative. After finishing the phone call with me, customer stated to my receptionist that he was going to pursue the matter further and report me for not returning his full amount of money, and that he would win, and then left my business. Moments later, customer came back in and said, "Do not deliver the firewood! If you do, it is considered trespassing on my property and you will go to jail". Receptionist then told [redacted] that she had already taken down his delivery until everything was straightened out. If you have any further questions, please do not hesitate to call. We would like to resolve this matter with customer as stated in the above letter by refunding his money with a 5% credit card fee. If you have any further questions, please do not hesitate to call. Thank You,[redacted]January 17, 2014Owens Wood Products55 Sunshine Lane, Reno, NV 89502(775)348-5895 - Business[redacted]

Owens wood has always been a "go to " business for my firewood needs. Always has a good idea on pricing and informative on types of wood for heat and ash tailings. The drivers always ask to stack it for me, and I decline as I do it myself. The notion of customer service as paramount is a relief to a consumer as myself. Delivery is always on time. The people at Owens Wood are very personable and professional. I write this review to the public because they should know where to get great service with a great product from a business that is finally a breath of fresh air. I know I got what I paid for and then some. ","pos-1