Rodney Young America Insurance

Thank you for bringing this complaint to our attention so that we may respond to and clarify the situation. On Monday July 27th, Mr. B [redacted] ’s wife paid a visit to our store looking for a fortieth birthday gift for her husband. Even though she and her husband were taking a big trip to... celebrate their anniversary she felt that he should have something special for this special birthday. She admired our collection of watches but wanted to continue to shop around other stores to see what other options were available. On Tuesday July 28th, Mr. B [redacted] ’s wife returned to our store with a friend to take another look at one of our USA Made Weiss watches. She mentioned that after shopping around that what we carried she liked the most.Mr. B [redacted] ’s wife asked me directly what our return policy. I told her merchandise returns are good for exchanges or store credit within fifteen days of purchase. Because this was a gift for someone else, this was discussed at length. She was concerned he might not like the color of the watch crystal or the watch band. We discussed how we could order him a different color or another watch bands She also asked what if her husband didn’t like the watch, and she agreed that he could easily find something in the store with his credit if he wanted to return the watch. We are extremely clear about our policy, it it is posted at our register and it is standard procedure for all staff is to verbalize the policy while it is being circled on the customer’s copy of the receipt at time of check out.On Monday August 03, Mr. B [redacted] entered our store. I immediately saw the watch in hand and realized that this must be the husband who received the watch for a birthday gift. My initial thought was he wanted to look at the other colors the watch was available in. So I addressed him in this manner. His first words were his demand for a full refund. I responded that we don’t do refunds and that we do exchanges and store credit. He continued to demand his money and started to yell and threaten us stating he was going to put his attorney on us, report us to the Chamber of Commerce and the RevDex.com. I asked him if he wanted to look at anything else, he responded he didn’t want any of our “***.”I issued him his store credit. At some point he started to call someone on his cell phone, he continued to yell at me and my employee that he would ruin us, that we would regret this and that this would would cost us so much more money. He left the store yelling in his phone about us in front of our customers and in front of our store. Within the hour he started posting “what crap” on our Facebook feeds and placed a review that we “scammed his wife for a piece of cheap crap watch.” We next received an email from him demanding the return of his money. It was at this point we realized that this is a person we did not want as a client. We made the decision to refund his wife’s money. I returned his email at 2:30 pm and informed him that we would issue a full refund to his wife. His wife contacted us that afternoon at 4:40 pm and I made the return at that time while she was on the phone with me.Let’s be clear, Mr. B [redacted] 's wife made the purchase with full knowledge of our return policy. I see that Mr. B [redacted] made the complaint with your agency at 5:40 pm, some time after he was informed of the refund and also after the refund was actually issued.Attached are copies of the receipt. I would be more than happy to email a zip file with the three video recordings of all transactions with Mr. B [redacted] and his wife.

To whom it may concern,Have you changed your refund policy?  When
you are selling high ticket items as gifts it is only reasonable and
ethical to give that consumer a grace period to
return the merchandise for a refund.  Perhaps 7-14 days?  Now, if the item was a lower
ticket item, clothing, or an item returned in damaged condition - I can understand
how you would not refund a customers money.  That kind of “I’ve got
your money and I won’t give it back” business practices is unethical.  I honestly have never heard of such a policy in the United States.  I've experienced situations like this in third world countries, but not America.  Its truly a disgrace.  I
don’t know you or your ethics.  But I would hope that you are the kind
of person that wants to do the right thing by your customers, even the ones you may not care for like myself.The reason I treated you
and your staff harshly was because you put me in a position
where my only option was to fight for my money back.  I am
normally a very kind person.  However, sometimes in life you have to fight when you experience injustice.You say you have a wonderful
family of customers in our lovely community, but are you putting your
customers and our community first - or your pocket book?  In business
and in life, all we have is our word and reputation.  I can guarantee you that I am most likely not the first customer to complain and not the last.  It is in your best interest and the interest of your customers to change your policy to be more reasonable.I hope this unfortunate exchange results in a change in your refund policy.Best regards,Mr. B[redacted]

Thank you for bringing this complaint to our attention so that we may respond to and clarify the situation. On Monday July 27th, Mr. B[redacted]’s wife paid a visit to our store looking for a fortieth birthday gift for her husband.  Even though she and her husband were taking a big trip to...

celebrate their anniversary she felt that he should have something special for this special birthday. She admired our collection of watches but wanted to continue to shop around other stores to see what other options were available.  On Tuesday July 28th, Mr. B[redacted]’s wife returned to our store with a friend to take another look at one of our USA Made Weiss watches.  She mentioned that after shopping around that what we carried she liked the most.Mr. B[redacted]’s wife asked me directly what our return policy.  I told her merchandise returns are good for exchanges or store credit within fifteen days of purchase.  Because this was a gift for someone else, this was discussed at length.  She was concerned he might not like the color of the watch crystal or the watch band.  We discussed how we could order him a different color or another watch bands  She also asked what if her husband didn’t like the watch, and she agreed that he could easily find something in the store with his credit if he wanted to return the watch. We are extremely clear about our policy, it it is posted at our register and it is standard procedure for all staff is to verbalize the policy while it is being circled on the customer’s copy of the receipt at time of check out.On Monday August 03, Mr. B[redacted] entered our store.  I immediately saw the watch in hand and realized that this must be the husband who received the watch for a birthday gift.  My initial thought was he wanted to look at the other colors the watch was available in. So I addressed him in this manner.  His first words were his demand for a full refund.  I responded that we don’t do refunds and that we do exchanges and store credit. He continued to demand his money and started to yell and threaten us stating he was going to put his attorney on us, report us to the Chamber of Commerce and the Revdex.com. I asked him if he wanted to look at anything else, he responded he didn’t want any of our “[redacted].”I issued him his store credit.  At some point he started to call someone on his cell phone, he continued to yell at me  and my employee that he would ruin us, that we would regret this and that this would would cost us so much more money.  He left the store yelling in his phone about us in front of our customers and in front of our store. Within the hour he started posting “what crap” on our Facebook feeds and placed a review that we “scammed his wife for a piece of cheap crap watch.” We next received an email from him  demanding the return of his money. It was at this point we realized that this is a person we did not want as a client.  We made the decision to refund his wife’s money.  I returned his email  at 2:30 pm and informed him that we would  issue a full refund to his wife.  His wife contacted us that afternoon at 4:40 pm and I made the return at that time while she was on the phone with me.Let’s be clear, Mr. B[redacted]'s wife made the purchase with full knowledge of our return policy. I see that Mr. B[redacted] made the complaint with your agency at 5:40 pm, some time after he was informed of the refund and also after the refund was actually issued.Attached are copies of the receipt.  I would be more than happy to email a zip file with the three video recordings of all transactions with Mr. B[redacted] and his wife.