Recreational Warehouse

I am very sorry for the negative experience Mr [redacted] had at Recreational Warehouse 7/3/In over years of doing business, we have built our reputation on complete customer satisfactionIn this instance, from the explanation made from Mr [redacted] , it seems as though he paid more than he should have for the amount of propane he receivedI have already authorized a refund check to be mailed to MrGillebaard in the amount of $I sincerely apologize for the inconveniences this has causedSean P [redacted] Store Manager

This customer had returned 2-25' pool vacuum hose to the store and stated they both leaked in the same area around the cuff on one endPremium vacuum hose has one end with a swivel cuff so it will not tangle up while vacuuming your poolThe swivel cuff end of the hose will naturally not have a
tight seal and is intended to be submerged into the pool while vacuuming The customer did state that he was using it for his filter and not for vacuumingI explained that was not the correct hose and showed the correct hose he would need to purchase for his intended purposeAfter inspecting the opened vacuum hose boxes he was returning, it was clear that they were used, with mud and dirt still on the hoses(please see attached pictures).
Please see the attached return policy we have posted at our cash registerThe return policy clearly states product must be unused and in new resalable conditionIt also states that it is the discretion of the manager to not accept or to charge a 20-50% restocking fee if product is returned in any other conditionI explained to the customer that I would be charging him 20% restocking fee because I would have to discount that used hose for the next customerHe then became upset at me and said he would never shop at Recreational Warehouse againHad this customer inquired with one of our sales professionals on the sales floor instead of assuming it would work, we would have directed him accordingly to begin with.
Recreational Warehouse has a friendly and professional seasoned staffWith all transactions, whether it be sales, returns, service, etc., we always strive to maintain a professional attitudeI am sorry and apologize that my perceived arrogance for this return made this customer feel that I was being disrespectful to himWe will stand behind charging the restocking fee for the returned hose as it was used, dirty, and not defective

After hearing many ads for a big sale on ventless fireplace inserts, we drove 20 minutes from home to Recreational Warehouse.
The salesperson confirmed there were only two floor models on sale, but suggested that they were poor quality ... that most people choose the other models. When we asked to see the sale models he had to turn the lights on in that area.
There were older models with sale tags (not set up in the working displays). When wee inquired about those, the salesperson gave us vague answers and said he'd rather throw them away than sell them to us.
The showroom models were all regular priced (as confirmed by the salesperson), ranging from ~$300-500 (manual control) to ~$550-1000 (remote control). As if this wasn't enough to tick us off, the salesperson treated our questions as foolish and consistently directed us to the most expensive models.

I am very sorry for the negative experience Mr. [redacted] had at Recreational Warehouse 7/3/15. In over 40 years of doing business, we have built our reputation on complete customer satisfaction. In this instance, from the explanation made from Mr. [redacted], it seems as though he paid more than he...

should have for the amount of propane he received. I have already  authorized a refund check to be mailed to Mr. Gillebaard in the amount of $17.00. I sincerely apologize for the inconveniences this has caused.
Sean P[redacted]
Store Manager