Rocker World

This is in response to complaint # [redacted]  The customer came into our store and ordered a wooden rocking chair on 12/6/2014 (not 2015). When the customer was here, they didn't like the rocker we had in stock so I offered to order 1 from the manufacturer.  When the customer was here, I...

called the manufacturer and was informed by the customer service department that their inventory showed only 1 left in stock.  I told the customer the info and let them know that the ETA was about 2 weeks. At no point was the customer assured/promised a delivery before christmas.  The customer asked us to order the chair (which was done while they were here) and the customer had also told us that the rocking chair was for their pregnant daughter and she knew that she was getting it so it was not going to be any kind of surprise.  The customer also specifically said that they did not need it by christmas.  The customer called us on 12/18/14 to check the status of the order.  I told him that we will have to call the manufacturer to find out when it will come in.  Right away, I called the customer service department at the factory & was unfortunately told that they had made an error because the chair was not in stock and they don't have a future production date for that specific chair.  I immediately called the customer back to let him know about the error and I offered him the original rocking chair that he was looking at when he was here.  He refused the chair that we had in stock, then became extremely rude and accused us of not caring about our customers.  I explained to him that we absolutely do care about our customers and this was an error that is out of our control.  We don't built these chairs, we only order them from the manufacturer and we sell them.  I told him again that this mistake was out of our hands.  Then, the customer accused us again of not caring about our customers.  At that point, I had enough of his abuse and I told him that I was happy to cancel his sale and I would refund his money right away.  Now, I was going to offer him a much nicer/more expensive chair for the same price (because of the error) but as soon as he insulted our integrity, I decided to just cancel his sale.This complaint is absolutely ridiculous.  Please see all 3 attachments and you will clearly see that this customer is not telling the truth. Attachment #1 shows that we canceled the sale on the same day he called.  Although, he claims we didn't.Attachment # 2 has a paragraph clearly stating that all delivery times are only estimates.  Please read it and you will see that it explains why they are estimates and says it several times.  Plus, the customer signed to authorize the sale right below it.  But according to the customer, they were promised a delivery date.Attachment #3 is the refund slip.  Please notice the date & amount of the refund.  The refund was done right after I got off the phone with the customer.  But again, the customer is claiming that we aren't giving him the refund.I have the written proof (all 3 attachments) that this customer has made a frivolous complaint to you.  We have been in business for almost 22 years and we have an excellent reputation in the community.  Our internet reviews are top notch and we have had thousands & thousands of happy customers since opening in 1993.  This customer is clearly not telling the truth in a pathetic attempt to smear our good name.Please contact us if the attachments did not go through or if you have any questions.Thank you,Rocker World of Az.

This is in response to complaint # [redacted]  The customer came into our store and ordered a wooden rocking chair on 12/6/2014 (not 2015). When the customer was here, they didn't like the rocker we had in stock so I offered to order 1 from the manufacturer.  When the customer was here, I...

called the manufacturer and was informed by the customer service department that their inventory showed only 1 left in stock.  I told the customer the info and let them know that the ETA was about 2 weeks. At no point was the customer assured/promised a delivery before christmas.  The customer asked us to order the chair (which was done while they were here) and the customer had also told us that the rocking chair was for their pregnant daughter and she knew that she was getting it so it was not going to be any kind of surprise.  The customer also specifically said that they did not need it by christmas.  The customer called us on 12/18/14 to check the status of the order.  I told him that we will have to call the manufacturer to find out when it will come in.  Right away, I called the customer service department at the factory & was unfortunately told that they had made an error because the chair was not in stock and they don't have a future production date for that specific chair.  I immediately called the customer back to let him know about the error and I offered him the original rocking chair that he was looking at when he was here.  He refused the chair that we had in stock, then became extremely rude and accused us of not caring about our customers.  I explained to him that we absolutely do care about our customers and this was an error that is out of our control.  We don't built these chairs, we only order them from the manufacturer and we sell them.  I told him again that this mistake was out of our hands.  Then, the customer accused us again of not caring about our customers.  At that point, I had enough of his abuse and I told him that I was happy to cancel his sale and I would refund his money right away.  Now, I was going to offer him a much nicer/more expensive chair for the same price (because of the error) but as soon as he insulted our integrity, I decided to just cancel his sale.This complaint is absolutely ridiculous.  Please see all 3 attachments and you will clearly see that this customer is not telling the truth. Attachment #1 shows that we canceled the sale on the same day he called.  Although, he claims we didn't.Attachment # 2 has a paragraph clearly stating that all delivery times are only estimates.  Please read it and you will see that it explains why they are estimates and says it several times.  Plus, the customer signed to authorize the sale right below it.  But according to the customer, they were promised a delivery date.Attachment #3 is the refund slip.  Please notice the date & amount of the refund.  The refund was done right after I got off the phone with the customer.  But again, the customer is claiming that we aren't giving him the refund.I have the written proof (all 3 attachments) that this customer has made a frivolous complaint to you.  We have been in business for almost 22 years and we have an excellent reputation in the community.  Our internet reviews are top notch and we have had thousands & thousands of happy customers since opening in 1993.  This customer is clearly not telling the truth in a pathetic attempt to smear our good name.Please contact us if the attachments did not go through or if you have any questions.Thank you,Rocker World of Az.