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REHOUSE Reviews (1)

Business Owner’s Summary of Incident A gentleman made a significant purchase from ReHouse Architectural Salvage on 2/22/In fact, he purchased enough items that his receipt printed over two pages. Unfortunately, the clerk did not notice the second page in the printer and only gave
the customer the first page. When the customer reviewed his receipt after leaving the store, he correctly determined that the amount charged to his credit card was more than the total of the items on his receipt (first page only). The customer called on 2/23/to inquire about the discrepancy. I discussed the issue with him on the phone, sent him a complete receipt by email, and followed up with additional emails. All of this correspondence was unsuccessful in helping the customer understand the receipt and that the amount charged was correct. As a result, he felt it was necessary to file this complaint. Point by point response to the “Customer’s Statement of the Problem” 1) “The receipt does not match the credit card charge.”The customer was comparing the credit card charge to the total of the items on the first page of the receipt. The first page did not include all of the items purchased. It also does not provide a subtotal or sales tax amount. When the complete receipt is inspected, the credit card charge matches the total including sales tax exactly.2) “The receipt does not show the cost versus savings price.”The customer is correct. Our point of sale system only prints the discounted price on the receipt. However, after the customer expressed confusion about this issue, we sent him a special version of his receipt that included the original price and the discount % along with the discounted price for each item.3) “Items are lumped together on the receipt.”We don’t understand the customer’s comment. Our receipts are itemized. Each item has its own row with price, quantity, and a relatively detailed description. This customer’s receipt included rows. There were a couple of rows for items that came as a set for a single priceThese were marked as such on the receipt. There were also three rows that had quantities of or (rather than 1) where the customer purchased more than one of the same or very similar item at the same price.4) “The owner was rude to, giggled at, and hung up on the customer.”I am the owner and spoke to this customer on the phone. It is my belief and my company’s policy to treat customers with respect and in a professional manner even if they are being very difficult. I can assure you that I did not intentionally treat this customer in any of the negative ways described. I sincerely apologize if my actions were interpreted in this way.“I want a refund of the difference between the two receipts.” There is only one receipt. The customer may be considering the first page of the receipt as a different document and comparing it to the complete receipt. Since the customer actually purchased all of the items on the complete receipt, he was charged for the total on the complete receipt. There is no refund due.Point by point response to the customer’s “Desired Settlement”1) “Why do the different receipts read different totals?”There is only one receipt. The customer may be considering the first page of the receipt as a different document and comparing it to the complete receipt.2) “Why are the items not separately itemized on the receipt?”We don’t understand the customer’s comment. Our receipts are itemized. Each item has its own row with price, quantity, and a relatively detailed description. This customer’s receipt included rows. There were a couple of rows for items that came as a set for a single priceThese were marked as such on the receipt. There were also three rows that had quantities of or (rather than 1) where the customer purchased more than one of the same or very similar item at the same price.3) “I would like a refund of the difference in receipt costs.”There is only one receipt. The customer may be considering the first page of the receipt as a different document and comparing it to the complete receipt. Since the customer actually purchased all of the items on the complete receipt, he was charged for the total on the complete receipt. There is no refund due.4) “I was charged well over the discounted prices with no explanation.”The customer was correctly charged discounted prices for all of the items he purchasedHowever, our standard receipt only lists the discounted price. It does not include the original price. So it may not be obvious by looking at the receipt that an item is discounted. When the customer contacted us with this concern, we sent him a special version of his receipt that included the original price and the discount % along with the discounted price for each itemThere was no overcharge

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Address: 469 West Ridge Road, Rochester, New York, United States, 14615

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