We are sorry that Ms. * feels she was short-changed. Perhaps if she has a better understanding of what was involved, she will realize that she has been well-accommodated.
0.0001pt 0in;">Pumpkin Patch is a resale store. Ms. * purchased a resale oak twin bed via phone on 12/17, 2013, which was advertised by our store on [redacted]. She received a 10% discount on the bed, as we were running a special on the ad. She also purchased a new box spring in the amount of $64.99. Upon purchase, she spoke with the store's manager, who explained to her our return policy: we accept returns on clothing and shoes within 5 days of purchase. All other purchases are final sale. Our manager then informed her of our pick-up policy. We will hold a purchased item for 2 days in order for customers to make arrangements for retrieval. We often can be flexible by a day or two, but our space is very limited and every square foot of showroom counts in order for our business to turn a profit. We therefore also post a $10/day storage fee so that folks understand they cannot leave their items for more than a couple of days. We would never have agreed to an open-ended pickup time; space is too valuable.
Per their conversation and the attached paperwork, Ms. * said she would be in on 12/21 to pick up the items. We also asked that she call us should they have any trouble making that date. She agreed.
The bed had to be disassembled for their transport, so we did that and moved it to the rear of the showroom, marking it as sold. We removed the advertisement. December 21st came and went; we did not hear from the purchaser.
On January 9th, our manager called and left a message for Ms. *, asking her to please call and make arrangements for pickup. She did not return the call.
On January 10th, a full 20 days after her purchase, our manager called her again. Ms. * answered the phone this time and then decided she'd like a full return because she couldn't come pick it up. Our manager then re-iterated our return policy. The conversation might have ended there --- we were under absolutely no obligation to make any sort of refund. In addition, we could have calculated a storage fee for all those days she abandoned her property at our store. In a gesture of goodwill, we chose not to charge that to Ms. *. fees as structured by our policy.
And, because we are MORE than fair, we actually allowed a return on the item.
What did this mean? We had stored the items for 3 and a half weeks. We lost out on any opportunities we may have had to sell the bed during that period of time. We disassembled it and incurred time and labor costs on that. We now had to make room for it, re-assemble it, put it back into our stock for accounting purposes, etc., etc. The list goes on! So yes, we refunded her money LESS $30 for our time, trouble, storage, labor, loss of sale, etc. This was a considerably less than the actual cost we incurred.
Our closet competition offers a return of store credit ONLY, and WITHIN 7 days. Had she shopped with them, she'd be out EVERYTHING.
Per her statement and our manager's account, she asked us to mail the receipts. We literally don't have stamps and envelopes at our store and the quickest way for her to see all documentation was by email. This attachment is exactly the same attachment that was sent to Ms. * on 1/10; it is very clear.
I hope this clarifies things for Ms. *. and she has a better understanding of what has been given to her, which was more than fair. Thank you so much for your assistance.
We are sorry that Ms. * feels she was short-changed. Perhaps if she has a better understanding of what was involved, she will realize that she has been well-accommodated.
0.0001pt 0in;">Pumpkin Patch is a resale store. Ms. * purchased a resale oak twin bed via phone on 12/17, 2013, which was advertised by our store on [redacted]. She received a 10% discount on the bed, as we were running a special on the ad. She also purchased a new box spring in the amount of $64.99. Upon purchase, she spoke with the store's manager, who explained to her our return policy: we accept returns on clothing and shoes within 5 days of purchase. All other purchases are final sale. Our manager then informed her of our pick-up policy. We will hold a purchased item for 2 days in order for customers to make arrangements for retrieval. We often can be flexible by a day or two, but our space is very limited and every square foot of showroom counts in order for our business to turn a profit. We therefore also post a $10/day storage fee so that folks understand they cannot leave their items for more than a couple of days. We would never have agreed to an open-ended pickup time; space is too valuable.
Per their conversation and the attached paperwork, Ms. * said she would be in on 12/21 to pick up the items. We also asked that she call us should they have any trouble making that date. She agreed.
The bed had to be disassembled for their transport, so we did that and moved it to the rear of the showroom, marking it as sold. We removed the advertisement. December 21st came and went; we did not hear from the purchaser.
On January 9th, our manager called and left a message for Ms. *, asking her to please call and make arrangements for pickup. She did not return the call.
On January 10th, a full 20 days after her purchase, our manager called her again. Ms. * answered the phone this time and then decided she'd like a full return because she couldn't come pick it up. Our manager then re-iterated our return policy. The conversation might have ended there --- we were under absolutely no obligation to make any sort of refund. In addition, we could have calculated a storage fee for all those days she abandoned her property at our store. In a gesture of goodwill, we chose not to charge that to Ms. *. fees as structured by our policy.
And, because we are MORE than fair, we actually allowed a return on the item.
What did this mean? We had stored the items for 3 and a half weeks. We lost out on any opportunities we may have had to sell the bed during that period of time. We disassembled it and incurred time and labor costs on that. We now had to make room for it, re-assemble it, put it back into our stock for accounting purposes, etc., etc. The list goes on! So yes, we refunded her money LESS $30 for our time, trouble, storage, labor, loss of sale, etc. This was a considerably less than the actual cost we incurred.
Our closet competition offers a return of store credit ONLY, and WITHIN 7 days. Had she shopped with them, she'd be out EVERYTHING.
Per her statement and our manager's account, she asked us to mail the receipts. We literally don't have stamps and envelopes at our store and the quickest way for her to see all documentation was by email. This attachment is exactly the same attachment that was sent to Ms. * on 1/10; it is very clear.
I hope this clarifies things for Ms. *. and she has a better understanding of what has been given to her, which was more than fair. Thank you so much for your assistance.