Contact Name and Title: Michael **/Store Manager
Contact Phone: ***
Contact Email: ***@gmail.com
This Refund was done and returned to client credit card on Sept12, 2015(Credit rufund memo number***), We're so sorry regarding the delay of this refund
request (the reason of all refund and order schedule had been delayed because of the RockCounter moving the showroom and office from *** * *** ** ** *** *** *** *** *** *** ** *** form the date of August 17th ~ Sept 7th, (our regular phone Line, Fax / Credit card terminal none function regularly during this period)
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided them with all my information to provide the refundThey said they were going to refund me, sent me some kind of "proof" but the bank has not received a refund to my accountI sent Rock Counter an email notifying them of this both of the last two days with no response
I will be happy to provide screen shots to the Revdex.com to prove that my bank account has not received anything from Rock Counter
Contact Name and Title: Michael **/Store Manager
Contact Phone: ***
Contact Email: ***@gmail.com
This Refund was done and returned to client credit card on Sept12, 2015(Credit rufund memo number***), We're so sorry regarding the delay of this refund request (the
reason of all refund and order schedule had been delayed because of the RockCounter moving the showroom and office from *** * *** ** ** *** *** *** *** *** *** ** *** form the date of August 17th ~ Sept 7th, (our regular phone Line, Fax / Credit card terminal none function regularly during this period)
We would like to explain the situation from our perspective. [redacted] had complained about missing shelves on her order. Her sales person, Jackson, works only on Saturdays. He has tried to resolve the issue by sending her to our warehouse to pick up the shelves, but when she went there, it was...
after-hours and the warehouse had closed. She continued to use email as a way to communicate with [redacted] on the issue. She did not try contacting any other sales person, or a manager to help out on the situation. As I had mentioned, [redacted] only worked Saturdays, but there were consecutive weeks where he was unable to work, which probably escalated the situation. Our customer service person tried to reach out to her, but she did not picked up, or return our phone calls back. When we received your letter in the mail, that is when we discovered the situation. We would still be more than happy to get those shelves for her, and try to resolve the issue. However, we feel like she is trying to use this situation as an excuse to gain additional monies. The $512 she is asking for greatly exceeds the true value of these three shelves. Please let us know, if you need any further correspondence. Thank you, Rock Counter
We would like to explain the situation from our perspective. [redacted] had complained about missing shelves on her order. Her sales person, Jackson, works only on Saturdays. He has tried to resolve the issue by sending her to our warehouse to pick up...
the shelves, but when she went there, it was after-hours and the warehouse had closed. She continued to use email as a way to communicate with [redacted] on the issue. She did not try contacting any other sales person, or a manager to help out on the situation. As I had mentioned, [redacted] only worked Saturdays, but there were consecutive weeks where he was unable to work, which probably escalated the situation. Our customer service person tried to reach out to her, but she did not picked up, or return our phone calls back. When we received your letter in the mail, that is when we discovered the situation. We would still be more than happy to get those shelves for her, and try to resolve the issue. However, we feel like she is trying to use this situation as an excuse to gain additional monies. The $512 she is asking for greatly exceeds the true value of these three shelves. Please let us know, if you need any further correspondence. Thank you, Rock Counter
Initial Business Response /* (1000, 12, 2014/10/01) */
9/30/14
Hello,
This is in response to a customer complaint, by the name of [redacted] located in [redacted] IL.
Our cabinets are imported from China, and when clients purchase the cabinets, they are required to make a 50% deposit to...
hold the cabinets. If the cabinets are out of stock at that time, we advise the client that the cabinets should be arriving within a certain estimated time frame. Since the cabinets are coming from overseas we do not know an exact time frame, we also do receive 3 shipments of the same color, in which the needed cabinets for the order may be spread out between 3 shipments. The customer knows all of this information and it is their decision to wait for the cabinets. If they do not wish to wait any longer we do offer a full refund.
In this case, Mr. [redacted] was aware that we were still waiting for the shipments and we did communicate this is with him through out the whole process and did offer him discounts or a full refund. He wished to keep waiting, and when the cabinets did arrive we helped him to get delivered and installed within days. The installer was missing two parts, a door panel which is purely decorative and two hinges to put the doors on. We did send a service tech out and got these parts put on for him. At that time, Mr. [redacted] complained that the refrigerator was not opening fully, this was because his wall was too short and the installer did not have much room to install a spacer. We did offer to try to move everything over and we do currently have him set up for a work order on Friday, October 3rd. Mr. [redacted] still has a balance due with us that he did not pay for granite. Granite had no issues and we did also give him discounted installation for the cabinets. At this time Mr. [redacted] owes Rockcounter $ 920 for granite installation, which we do expect to receive after his project is complete. We did have a few very minor issues which we did resolve. Missing a decorative door panel that does not function and a few hinges did not affect use of the kitchen and we did take care of it with a service technician as soon as it was brought to our attention.
We stand behind our quality and exceptional customer service, and we always continue to warranty our product and services.
Contact Name and Title: Michael **/Store Manager
Contact Phone: ***
Contact Email: ***@gmail.com
This Refund was done and returned to client credit card on Sept12, 2015(Credit rufund memo number***), We're so sorry regarding the delay of this refund
request (the reason of all refund and order schedule had been delayed because of the RockCounter moving the showroom and office from *** * *** ** ** *** *** *** *** *** *** ** *** form the date of August 17th ~ Sept 7th, (our regular phone Line, Fax / Credit card terminal none function regularly during this period)
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided them with all my information to provide the refundThey said they were going to refund me, sent me some kind of "proof" but the bank has not received a refund to my accountI sent Rock Counter an email notifying them of this both of the last two days with no response
I will be happy to provide screen shots to the Revdex.com to prove that my bank account has not received anything from Rock Counter
Contact Name and Title: Michael **/Store Manager
Contact Phone: ***
Contact Email: ***@gmail.com
This Refund was done and returned to client credit card on Sept12, 2015(Credit rufund memo number***), We're so sorry regarding the delay of this refund request (the
reason of all refund and order schedule had been delayed because of the RockCounter moving the showroom and office from *** * *** ** ** *** *** *** *** *** *** ** *** form the date of August 17th ~ Sept 7th, (our regular phone Line, Fax / Credit card terminal none function regularly during this period)
We would like to explain the situation from our perspective. [redacted] had complained about missing shelves on her order. Her sales person, Jackson, works only on Saturdays. He has tried to resolve the issue by sending her to our warehouse to pick up the shelves, but when she went there, it was...
after-hours and the warehouse had closed. She continued to use email as a way to communicate with [redacted] on the issue. She did not try contacting any other sales person, or a manager to help out on the situation. As I had mentioned, [redacted] only worked Saturdays, but there were consecutive weeks where he was unable to work, which probably escalated the situation. Our customer service person tried to reach out to her, but she did not picked up, or return our phone calls back. When we received your letter in the mail, that is when we discovered the situation. We would still be more than happy to get those shelves for her, and try to resolve the issue. However, we feel like she is trying to use this situation as an excuse to gain additional monies. The $512 she is asking for greatly exceeds the true value of these three shelves. Please let us know, if you need any further correspondence. Thank you, Rock Counter
We would like to explain the situation from our perspective. [redacted] had complained about missing shelves on her order. Her sales person, Jackson, works only on Saturdays. He has tried to resolve the issue by sending her to our warehouse to pick up...
the shelves, but when she went there, it was after-hours and the warehouse had closed. She continued to use email as a way to communicate with [redacted] on the issue. She did not try contacting any other sales person, or a manager to help out on the situation. As I had mentioned, [redacted] only worked Saturdays, but there were consecutive weeks where he was unable to work, which probably escalated the situation. Our customer service person tried to reach out to her, but she did not picked up, or return our phone calls back. When we received your letter in the mail, that is when we discovered the situation. We would still be more than happy to get those shelves for her, and try to resolve the issue. However, we feel like she is trying to use this situation as an excuse to gain additional monies. The $512 she is asking for greatly exceeds the true value of these three shelves. Please let us know, if you need any further correspondence. Thank you, Rock Counter
Initial Business Response /* (1000, 12, 2014/10/01) */
9/30/14
Hello,
This is in response to a customer complaint, by the name of [redacted] located in [redacted] IL.
Our cabinets are imported from China, and when clients purchase the cabinets, they are required to make a 50% deposit to...
hold the cabinets. If the cabinets are out of stock at that time, we advise the client that the cabinets should be arriving within a certain estimated time frame. Since the cabinets are coming from overseas we do not know an exact time frame, we also do receive 3 shipments of the same color, in which the needed cabinets for the order may be spread out between 3 shipments. The customer knows all of this information and it is their decision to wait for the cabinets. If they do not wish to wait any longer we do offer a full refund.
In this case, Mr. [redacted] was aware that we were still waiting for the shipments and we did communicate this is with him through out the whole process and did offer him discounts or a full refund. He wished to keep waiting, and when the cabinets did arrive we helped him to get delivered and installed within days. The installer was missing two parts, a door panel which is purely decorative and two hinges to put the doors on. We did send a service tech out and got these parts put on for him. At that time, Mr. [redacted] complained that the refrigerator was not opening fully, this was because his wall was too short and the installer did not have much room to install a spacer. We did offer to try to move everything over and we do currently have him set up for a work order on Friday, October 3rd. Mr. [redacted] still has a balance due with us that he did not pay for granite. Granite had no issues and we did also give him discounted installation for the cabinets. At this time Mr. [redacted] owes Rockcounter $ 920 for granite installation, which we do expect to receive after his project is complete. We did have a few very minor issues which we did resolve. Missing a decorative door panel that does not function and a few hinges did not affect use of the kitchen and we did take care of it with a service technician as soon as it was brought to our attention.
We stand behind our quality and exceptional customer service, and we always continue to warranty our product and services.