Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ Thank you for your enquiryI have reviewed the report with our [redacted] and feel we have been very reasonable in our dealings with this customer The customer had previously purchased two(2) night stands in July and returned in late October to purchase some matching pieces to complete a setShe was advised at that time this was a discontinued set but that we would do our best to locate items via other Leon's stores that might still have items in stockOn***vember 3rd, she received a headboard and footboard as sold (copy of invoice attached) and duly signed acknowledgement of receiving in good order with notation she had hours to report any problemsOn December 3rd she received the 5-Drawer Chest she was looking for She returned on December 29th to get bedrails as she did not realize this was not included with the purchase of the headboard and footboardTo be fair, our sales rep might not have pointed that out to the customer at the time of purchaseBut in no way were the rails included in the sale and not indicated as so at time of purchase.***netheless these bed rails normally sell for $ [redacted] and were sold to her at a discount at $***The document in the box she refers to was an assembly instruction sheet only and not a list of contents in the box as is suggested in her complaint I should also point out that Ms [redacted] received very favourable prices for the items she purchased as we priced them as clearance items - well below the retail price - in an effort to serve her wellWe did go the extra mile in sourcing these discontinued items for her Another important detail is that at the point of sale we did not know these items were being purchased as a present, so when the damage was eventually pointed out to us much later, it would have been difficult for us to assume responsibility as we have no way to determine the cause of damageThe packaging was intact when the customer received the goods and acknowledged same, as indicated on the attached invoice which clearly states the items sold (HB/FB Queen) and also the 72-hour reporting information, which is designed to provide customers with plenty of time to further inspect their purchase In an attempt to resolve this matter and address the customer's concern, please ask Ms [redacted] to return the bed rails, the headboard and footboard to [redacted] at our store for a full refund of the price of these itemsWe do pride ourselves in the service we provide to our customers and, despite our best efforts to look after this customer, we regret that she has had a problem with our service Thank you again for the enquiry, and we trust you better understand what occurred in this transaction and that this will satisfy and resolve Ms [redacted] 's complaint Sincerely, [redacted] , Franchise Operator Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/22) */ (The consumer indicated he/she DID***T accept the response from the business.) I will point out the first in accuracy of Mr [redacted] 's summary of events - the items I purchased were never located at another store, nor was there ever an attempt made to locate them as they were all located in the warehouse and their availability was confirmed during my phone conversation with ***Second, As the items were not delivered to me (as previously mentioned, they were a Christmas present) I did not sign for them when delivered, which you should have noted on the documentation you've attached With respect to my "return on the 29th" - I called [redacted] times (I left messages, he was aware of why I was calling), it was not until I expressed frustration with the receptionist before he was actually willing to take my callDuring the call, I advised him of the damage and let him know the bed rails were missingI have the documentation enclosed with the bed which lists all contents included in the box, bedrails being one (see attached) [redacted] had absolutely zero interest in hearing it, and did not so much as offer to look into it and review the documentation [redacted] The sales rep handling this situation as mentioned was [redacted] Given that the line was discontinued, and he hadn't mentioned that bedrails were not included, what did he suppose would happen when the item was to be put together? That a customer would call in to learn that a) the item is not available, thus making the bed and other pieces of the line useless, or b) that they would incur another charge due to supposed advertisement? Your claim that the document is merely an instruction sheet I find interesting, given that wording advises one to inspect the box for all materials and provides a list to the rightI would be interested to know why the manufacturer chose to write "not included" beside "tools" and not "side rails", and why they chose to include slats but no rails As far as pricing is concerned, I have nothing to show what the prices wereBut given the condition of the items, the fact that they were discontinued and stored in your warehouse, [redacted] Moreover, the items were never "sourced", [redacted] entered a few things on a keyboard and confirmed they were in the warehouse It was also disclosed that the items were gifts, hence the reason why they were not delivered to my address (please see documentation showing my address and delivery address) I have no interest in returning the items, nor should I have to based on advertisementIf you truly prided yourselves on customer service, I don't believe it would require almost a month to receive a response from yourself, anymore then I think you would be selling damaged merchandise with missing pieces that you then require a customer to purchaseI will be having zero contact with [redacted] again, [redacted] $***T [redacted] Regards, [redacted]
Initial Business Response /* (1000, 8, 2016/01/21) */
Thank you for your enquiry. I have reviewed the report with our [redacted] and feel we have been very reasonable in our dealings with this customer.
The customer had previously purchased two(2) night stands in July and...
returned in late October to purchase some matching pieces to complete a set. She was advised at that time this was a discontinued set but that we would do our best to locate items via other Leon's stores that might still have items in stock. On[redacted]vember 3rd, she received a headboard and footboard as sold (copy of invoice attached) and duly signed acknowledgement of receiving in good order with notation she had 72 hours to report any problems. On December 3rd she received the 5-Drawer Chest she was looking for.
She returned on December 29th to get bedrails as she did not realize this was not included with the purchase of the headboard and footboard. To be fair, our sales rep might not have pointed that out to the customer at the time of purchase. But in no way were the rails included in the sale and not indicated as so at time of purchase.[redacted]netheless these bed rails normally sell for $[redacted] and were sold to her at a discount at $[redacted]. The document in the box she refers to was an assembly instruction sheet only and not a list of contents in the box as is suggested in her complaint.
I should also point out that Ms. [redacted] received very favourable prices for the items she purchased as we priced them as clearance items - well below the normal retail price - in an effort to serve her well. We did go the extra mile in sourcing these discontinued items for her.
Another important detail is that at the point of sale we did not know these items were being purchased as a present, so when the damage was eventually pointed out to us much later, it would have been difficult for us to assume responsibility as we have no way to determine the cause of damage. The packaging was intact when the customer received the goods and acknowledged same, as indicated on the attached invoice which clearly states the items sold (HB/FB Queen) and also the 72-hour reporting information, which is designed to provide customers with plenty of time to further inspect their purchase.
In an attempt to resolve this matter and address the customer's concern, please ask Ms. [redacted] to return the bed rails, the headboard and footboard to [redacted] at our store for a full refund of the price of these items. We do pride ourselves in the service we provide to our customers and, despite our best efforts to look after this customer, we regret that she has had a problem with our service.
Thank you again for the enquiry, and we trust you better understand what occurred in this transaction and that this will satisfy and resolve Ms. [redacted]'s complaint.
Sincerely,
[redacted],
Franchise Operator
Initial Consumer Rebuttal /* (3000, 11, 2016/01/22) */
(The consumer indicated he/she DID[redacted]T accept the response from the business.)
I will point out the first in accuracy of Mr. [redacted]'s summary of events - the items I purchased were never located at another store, nor was there ever an attempt made to locate them as they were all located in the warehouse and their availability was confirmed during my phone conversation with [redacted]. Second, As the items were not delivered to me (as previously mentioned, they were a Christmas present) I did not sign for them when delivered, which you should have noted on the documentation you've attached.
With respect to my "return on the 29th" - I called [redacted] 6 times (I left messages, he was aware of why I was calling), it was not until I expressed frustration with the receptionist before he was actually willing to take my call. During the call, I advised him of the damage and let him know the bed rails were missing. I have the documentation enclosed with the bed which lists all contents included in the box, bedrails being one (see attached). [redacted] had absolutely zero interest in hearing it, and did not so much as offer to look into it and review the documentation. [redacted] The sales rep handling this situation as mentioned was [redacted] Given that the line was discontinued, and he hadn't mentioned that bedrails were not included, what did he suppose would happen when the item was to be put together? That a customer would call in to learn that a) the item is not available, thus making the bed and other pieces of the line useless, or b) that they would incur another charge due to supposed false advertisement? Your claim that the document is merely an instruction sheet I find interesting, given that wording advises one to inspect the box for all materials and provides a list to the right. I would be interested to know why the manufacturer chose to write "not included" beside "tools" and not "side rails", and why they chose to include slats but no rails.
As far as pricing is concerned, I have nothing to show what the prices were. But given the condition of the items, the fact that they were discontinued and stored in your warehouse,[redacted] Moreover, the items were never "sourced",[redacted] entered a few things on a keyboard and confirmed they were in the warehouse.
It was also disclosed that the items were gifts, hence the reason why they were not delivered to my address (please see documentation showing my address and delivery address).
I have no interest in returning the items, nor should I have to based on false advertisement. If you truly prided yourselves on customer service, I don't believe it would require almost a month to receive a response from yourself, anymore then I think you would be selling damaged merchandise with missing pieces that you then require a customer to purchase. I will be having zero contact with [redacted] again, [redacted]. T[redacted]
Regards,
[redacted]
Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ Thank you for your enquiryI have reviewed the report with our [redacted] and feel we have been very reasonable in our dealings with this customer The customer had previously purchased two(2) night stands in July and returned in late October to purchase some matching pieces to complete a setShe was advised at that time this was a discontinued set but that we would do our best to locate items via other Leon's stores that might still have items in stockOn***vember 3rd, she received a headboard and footboard as sold (copy of invoice attached) and duly signed acknowledgement of receiving in good order with notation she had hours to report any problemsOn December 3rd she received the 5-Drawer Chest she was looking for She returned on December 29th to get bedrails as she did not realize this was not included with the purchase of the headboard and footboardTo be fair, our sales rep might not have pointed that out to the customer at the time of purchaseBut in no way were the rails included in the sale and not indicated as so at time of purchase.***netheless these bed rails normally sell for $ [redacted] and were sold to her at a discount at $***The document in the box she refers to was an assembly instruction sheet only and not a list of contents in the box as is suggested in her complaint I should also point out that Ms [redacted] received very favourable prices for the items she purchased as we priced them as clearance items - well below the retail price - in an effort to serve her wellWe did go the extra mile in sourcing these discontinued items for her Another important detail is that at the point of sale we did not know these items were being purchased as a present, so when the damage was eventually pointed out to us much later, it would have been difficult for us to assume responsibility as we have no way to determine the cause of damageThe packaging was intact when the customer received the goods and acknowledged same, as indicated on the attached invoice which clearly states the items sold (HB/FB Queen) and also the 72-hour reporting information, which is designed to provide customers with plenty of time to further inspect their purchase In an attempt to resolve this matter and address the customer's concern, please ask Ms [redacted] to return the bed rails, the headboard and footboard to [redacted] at our store for a full refund of the price of these itemsWe do pride ourselves in the service we provide to our customers and, despite our best efforts to look after this customer, we regret that she has had a problem with our service Thank you again for the enquiry, and we trust you better understand what occurred in this transaction and that this will satisfy and resolve Ms [redacted] 's complaint Sincerely, [redacted] , Franchise Operator Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/22) */ (The consumer indicated he/she DID***T accept the response from the business.) I will point out the first in accuracy of Mr [redacted] 's summary of events - the items I purchased were never located at another store, nor was there ever an attempt made to locate them as they were all located in the warehouse and their availability was confirmed during my phone conversation with ***Second, As the items were not delivered to me (as previously mentioned, they were a Christmas present) I did not sign for them when delivered, which you should have noted on the documentation you've attached With respect to my "return on the 29th" - I called [redacted] times (I left messages, he was aware of why I was calling), it was not until I expressed frustration with the receptionist before he was actually willing to take my callDuring the call, I advised him of the damage and let him know the bed rails were missingI have the documentation enclosed with the bed which lists all contents included in the box, bedrails being one (see attached) [redacted] had absolutely zero interest in hearing it, and did not so much as offer to look into it and review the documentation [redacted] The sales rep handling this situation as mentioned was [redacted] Given that the line was discontinued, and he hadn't mentioned that bedrails were not included, what did he suppose would happen when the item was to be put together? That a customer would call in to learn that a) the item is not available, thus making the bed and other pieces of the line useless, or b) that they would incur another charge due to supposed advertisement? Your claim that the document is merely an instruction sheet I find interesting, given that wording advises one to inspect the box for all materials and provides a list to the rightI would be interested to know why the manufacturer chose to write "not included" beside "tools" and not "side rails", and why they chose to include slats but no rails As far as pricing is concerned, I have nothing to show what the prices wereBut given the condition of the items, the fact that they were discontinued and stored in your warehouse, [redacted] Moreover, the items were never "sourced", [redacted] entered a few things on a keyboard and confirmed they were in the warehouse It was also disclosed that the items were gifts, hence the reason why they were not delivered to my address (please see documentation showing my address and delivery address) I have no interest in returning the items, nor should I have to based on advertisementIf you truly prided yourselves on customer service, I don't believe it would require almost a month to receive a response from yourself, anymore then I think you would be selling damaged merchandise with missing pieces that you then require a customer to purchaseI will be having zero contact with [redacted] again, [redacted] $***T [redacted] Regards, [redacted]
Initial Business Response /* (1000, 8, 2016/01/21) */
Thank you for your enquiry. I have reviewed the report with our [redacted] and feel we have been very reasonable in our dealings with this customer.
The customer had previously purchased two(2) night stands in July and...
returned in late October to purchase some matching pieces to complete a set. She was advised at that time this was a discontinued set but that we would do our best to locate items via other Leon's stores that might still have items in stock. On[redacted]vember 3rd, she received a headboard and footboard as sold (copy of invoice attached) and duly signed acknowledgement of receiving in good order with notation she had 72 hours to report any problems. On December 3rd she received the 5-Drawer Chest she was looking for.
She returned on December 29th to get bedrails as she did not realize this was not included with the purchase of the headboard and footboard. To be fair, our sales rep might not have pointed that out to the customer at the time of purchase. But in no way were the rails included in the sale and not indicated as so at time of purchase.[redacted]netheless these bed rails normally sell for $[redacted] and were sold to her at a discount at $[redacted]. The document in the box she refers to was an assembly instruction sheet only and not a list of contents in the box as is suggested in her complaint.
I should also point out that Ms. [redacted] received very favourable prices for the items she purchased as we priced them as clearance items - well below the normal retail price - in an effort to serve her well. We did go the extra mile in sourcing these discontinued items for her.
Another important detail is that at the point of sale we did not know these items were being purchased as a present, so when the damage was eventually pointed out to us much later, it would have been difficult for us to assume responsibility as we have no way to determine the cause of damage. The packaging was intact when the customer received the goods and acknowledged same, as indicated on the attached invoice which clearly states the items sold (HB/FB Queen) and also the 72-hour reporting information, which is designed to provide customers with plenty of time to further inspect their purchase.
In an attempt to resolve this matter and address the customer's concern, please ask Ms. [redacted] to return the bed rails, the headboard and footboard to [redacted] at our store for a full refund of the price of these items. We do pride ourselves in the service we provide to our customers and, despite our best efforts to look after this customer, we regret that she has had a problem with our service.
Thank you again for the enquiry, and we trust you better understand what occurred in this transaction and that this will satisfy and resolve Ms. [redacted]'s complaint.
Sincerely,
[redacted],
Franchise Operator
Initial Consumer Rebuttal /* (3000, 11, 2016/01/22) */
(The consumer indicated he/she DID[redacted]T accept the response from the business.)
I will point out the first in accuracy of Mr. [redacted]'s summary of events - the items I purchased were never located at another store, nor was there ever an attempt made to locate them as they were all located in the warehouse and their availability was confirmed during my phone conversation with [redacted]. Second, As the items were not delivered to me (as previously mentioned, they were a Christmas present) I did not sign for them when delivered, which you should have noted on the documentation you've attached.
With respect to my "return on the 29th" - I called [redacted] 6 times (I left messages, he was aware of why I was calling), it was not until I expressed frustration with the receptionist before he was actually willing to take my call. During the call, I advised him of the damage and let him know the bed rails were missing. I have the documentation enclosed with the bed which lists all contents included in the box, bedrails being one (see attached). [redacted] had absolutely zero interest in hearing it, and did not so much as offer to look into it and review the documentation. [redacted] The sales rep handling this situation as mentioned was [redacted] Given that the line was discontinued, and he hadn't mentioned that bedrails were not included, what did he suppose would happen when the item was to be put together? That a customer would call in to learn that a) the item is not available, thus making the bed and other pieces of the line useless, or b) that they would incur another charge due to supposed false advertisement? Your claim that the document is merely an instruction sheet I find interesting, given that wording advises one to inspect the box for all materials and provides a list to the right. I would be interested to know why the manufacturer chose to write "not included" beside "tools" and not "side rails", and why they chose to include slats but no rails.
As far as pricing is concerned, I have nothing to show what the prices were. But given the condition of the items, the fact that they were discontinued and stored in your warehouse,[redacted] Moreover, the items were never "sourced",[redacted] entered a few things on a keyboard and confirmed they were in the warehouse.
It was also disclosed that the items were gifts, hence the reason why they were not delivered to my address (please see documentation showing my address and delivery address).
I have no interest in returning the items, nor should I have to based on false advertisement. If you truly prided yourselves on customer service, I don't believe it would require almost a month to receive a response from yourself, anymore then I think you would be selling damaged merchandise with missing pieces that you then require a customer to purchase. I will be having zero contact with [redacted] again, [redacted]. T[redacted]
Regards,
[redacted]