Complaint: ***I am rejecting this response because:
The items in bought was NOT of each itemI bought sets of the Christmas signing tree itemI did give infomation to the Revdex.com about the items I bought by a picture copy of my order.
They already checked the batteries at the store origanlly and they were fine.
Sincerely,*** ***
In regards to: Revdex.com Complaint ID [redacted]
Dear [redacted]
I apologize for not responding more timely. Due to out-of-state business travel forindustry trade shows I just received your letter this week. The letter did not give specificsincluding names of employees or items involved in the...
transaction so I was not able toresearch the incident without more information from the customer. In order to address thecomplaint as quickly as possible, I attempted to call the customer directly and was unableto get an answer or leave a message. I was able to contact her via e-mail and now havemore information which gave us the detail we needed to research the incident.
The customer was returning Christmas product from last year that has been on clearanceat 75% off this year. Her e-mail indicates it was ten of the same item. Our return policyhas been that seasonal clearance is a final sale. Our return policy is posted at the point ofsale (on the registers) clearly visible when making a purchase and is printed on thecustomer receipt.
I am sorry that the customer feels she was not treated appropriately by our storesupervisor and I have apologized to the customer for what was said or done to leave hersuch an impression. Coincidently the Co-Founders of Paula's Hallmark were in the storeat the time of this exchange. Witness impression of the exchange as well as ourexperience with this member of our store team is not consistent with the rude orunprofessional behavior described. The customer recollection of the exchange isunfortunate and we will use this as a training opportunity to do better in the future.
I let the customer know via e-mail that we certainly do not want her to be left withproduct that does not work. We have not had quality issues with the product shepurchased. Because they are from last year it may be as simple as the batteries have gonebad. I asked her if she would like to bring the product back in to have us replace thebatteries and if that fixes the problem she can keep the product she originally purchased.If that does not work or she would prefer a store credit to use towards somethingdifferent, I have asked her to provide the Paula's Hallmark receipt or transaction details(so I can look up the receipt), or Gold Crown Loyalty Cr as well asexactly what she would like to return.
Once I receive a response back from the customer we will hopefully be able to proceedwith an amicable resolution.
Sincerely,Tricia K[redacted]VP & General Manager
Complaint: ***I am rejecting this response because:
The items in bought was NOT of each itemI bought sets of the Christmas signing tree itemI did give infomation to the Revdex.com about the items I bought by a picture copy of my order.
They already checked the batteries at the store origanlly and they were fine.
Sincerely,*** ***
In regards to: Revdex.com Complaint ID [redacted]
r as well asexactly what she would like to return.
Dear [redacted]
I apologize for not responding more timely. Due to out-of-state business travel forindustry trade shows I just received your letter this week. The letter did not give specificsincluding names of employees or items involved in the...
transaction so I was not able toresearch the incident without more information from the customer. In order to address thecomplaint as quickly as possible, I attempted to call the customer directly and was unableto get an answer or leave a message. I was able to contact her via e-mail and now havemore information which gave us the detail we needed to research the incident.
The customer was returning Christmas product from last year that has been on clearanceat 75% off this year. Her e-mail indicates it was ten of the same item. Our return policyhas been that seasonal clearance is a final sale. Our return policy is posted at the point ofsale (on the registers) clearly visible when making a purchase and is printed on thecustomer receipt.
I am sorry that the customer feels she was not treated appropriately by our storesupervisor and I have apologized to the customer for what was said or done to leave hersuch an impression. Coincidently the Co-Founders of Paula's Hallmark were in the storeat the time of this exchange. Witness impression of the exchange as well as ourexperience with this member of our store team is not consistent with the rude orunprofessional behavior described. The customer recollection of the exchange isunfortunate and we will use this as a training opportunity to do better in the future.
I let the customer know via e-mail that we certainly do not want her to be left withproduct that does not work. We have not had quality issues with the product shepurchased. Because they are from last year it may be as simple as the batteries have gonebad. I asked her if she would like to bring the product back in to have us replace thebatteries and if that fixes the problem she can keep the product she originally purchased.If that does not work or she would prefer a store credit to use towards somethingdifferent, I have asked her to provide the Paula's Hallmark receipt or transaction details(so I can look up the receipt), or Gold Crown Loyalty C
Once I receive a response back from the customer we will hopefully be able to proceedwith an amicable resolution.
Sincerely,Tricia K[redacted]VP & General Manager