Quality Insulation & Building Products, Inc.

Initial Business Response /* (1000, 9, 2015/11/19) */
Our store's return policy is "30 exchange with proof of purchase. No returns or exchanges on sale items." This policy is posted at every register and has been the policy of the store for more than 20 years.
In this specific situation, the...

customer purchased a pair of boots which was a sale item. Based on our store's policy there are no returns or exchanges on sale items. Subsequently, a consideration was offered to exchange the product or provide a store credit which the customer declined.
Ultimately, if the customer would like to exchange her boots or return them for a store credit, we will extend the consideration offered.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will exchange for the same boots with no defects. I paid for a quality product and received a second. I'm more than happy to exchanged for the same pair of boots not damaged. The store had nothing else I wanted. And the return pict is not posted at the registers, it is posted at the corners of the displY cases as I indicated previously.
Final Business Response /* (4000, 13, 2015/11/24) */
The boots that were purchased are not defective. The variation in color is inherent and a unique characteristic of the leather used in that style of boot. There are no two pairs exactly alike. Subsequently, the customer was completely aware of the variation in color, discussed it with her friend who was shopping with her, and made the decision to purchase the boots. It is unclear what the reason is on why she wants to return the boots (buyers remorse?, found a different pair somewhere else?, etc) but there is nothing defective with the boots that were purchased.
Ultimately, while we do not return or exchange sale items, we will express the consideration of allowing an exchange or store credit for this purchase. Please note, this is our continued position in this matter and our final correspondence in regard to this case.

Good afternoon: Mr. [redacted] has been refunded all $500.00 as of June 8th. We do apologize for the clerical mistakes that were made refunding this account. I want to assure Mr [redacted] that Quality Insulation intentions were to provide to correct refund. I understnad we had some production issues...

and would like the chance to apologize. [redacted] and [redacted] do wish you the best of luck finishing the project and thank you for your undertsnading and business. Please contact [redacted] Division Manager Quality Insulation should you have any further questions. [redacted] Quality Insulation [redacted]
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