Rolliers Hardware Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I disagree with the statement from the owner of Rolliers hardware.  The information he provided is erroneous.  I did join the preferred customer program and mike from the plumbing and heating dept and the clerk who rang out my 1st transaction concurred when we discussed the discount on the 2nd vanity.  He is lying about what occurred and I confronted the employee in front of him, the owner, about the pricing and he the employee stated that he did tell me the cost was 50% off for the 2nd vanity.  I want to be clear that I confirmed the price with two employees and the Rolliers $ program. I am attaching a copy of the reward card.
I was also told I could not return the item once it was placed.  Clearly the program is not designed to benefit the consumer as the employees don't even understand it.  
 
Regards,
[redacted]

Revdex.com,
This letter will explain what all of our customers understand about a...

promotion we run every year. Rollier money is given to each customer when a purchase is made from November 1st through December 14th. The amount of Rollier money given is 10% of the total purchase. All Rollier money accumulated during this time period is then redeemed from December 15th-23rd. for the face value UP TO 50% off your purchase. The Rollier money clearly explains the value with a easy to understand explanation written on the back side of each dollar. This customer made a vanity purchase on12/4/2015 that resulted in him receiving $175.00 of Rollier money. He then came in to make his second vanity purchase and at this time he asked how the money works. He had over ten days to read the explanation and understand the value. He first asked our plumbing sales clerk how is the money redeemed. Our clerk explained that whatever money he has [not knowing the amount he had accumulated] that it could be used towards his second vanity purchase UP TO 50% of the purchase. He was confused and was told to ask the cashier on what value you have and she will honor what Rollier money you have UP TO 50% of the next purchase. He only hears the phrase 50% off. He clearly is not understanding this value. My brother the owner is called to the register to explain as our cashier did on how much of a discount he would receive. After that explanation he then accepted the value and made the second vanity purchase, receiving the proper $175.00 off. The $30.00 value he stated in his letter is also wrong. The value would have been $25.00 if he would join our Rollier Rewards program. He elected not to join refusing the savings and stated he would never shop Rollier's Hardware again. No additional settlement will be given. Rollier's did nothing wrong and he was given the correct value. See attachment of Rollier Money.
 
Doug S[redacted]
[redacted]
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Review: Iam 54 years old I've never had a complaint against a business in my life but today I experienced a situation that left me uncomfortable. I was looking purchasing 2 vanity asked if you ever discount the vanity the sales guy said no but we have what they call rollers dollars. I ask him to explain how it works. The sales guy told me that if I buy the first vanity the second one would be somewhere around 839.00 off the second vanity. he also said we would double check with the clerk up front which happened to be the front end manager. we confirmed I also ask her after I bought the first vanity when the transaction was over to explain it one more time she told me discount would be around 839.00 plus 30..00 more for joining rollers. I bought the first vanity dec 4th and rollers dollars starts dec 14th came back on the 16th of dec to buy the second one went to check out they were only giving me 175.00 off brought the sales man up with the clerk and the owner sales admitted that he told me 839.00 off the second vanity the owner would not give me the discount. I did buy both vanity.I was disappoint the owner did not give me the 839.00 discount or cost at least.I don't expect rollers to lose money.Just honor the price.Desired Settlement: I am looking for a refund of the difference I only got 175.00 off 839.00-175.00= 664.00 or cost on the vanity if I did not confirm I would not have been so made that is why I bought them.to do nothing is wrong.

Business

Response:

Revdex.com,This letter will explain what all of our customers understand about a promotion we run every year. Rollier money is given to each customer when a purchase is made from November 1st through December 14th. The amount of Rollier money given is 10% of the total purchase. All Rollier money accumulated during this time period is then redeemed from December 15th-23rd. for the face value UP TO 50% off your purchase. The Rollier money clearly explains the value with a easy to understand explanation written on the back side of each dollar. This customer made a vanity purchase on12/4/2015 that resulted in him receiving $175.00 of Rollier money. He then came in to make his second vanity purchase and at this time he asked how the money works. He had over ten days to read the explanation and understand the value. He first asked our plumbing sales clerk how is the money redeemed. Our clerk explained that whatever money he has [not knowing the amount he had accumulated] that it could be used towards his second vanity purchase UP TO 50% of the purchase. He was confused and was told to ask the cashier on what value you have and she will honor what Rollier money you have UP TO 50% of the next purchase. He only hears the phrase 50% off. He clearly is not understanding this value. My brother the owner is called to the register to explain as our cashier did on how much of a discount he would receive. After that explanation he then accepted the value and made the second vanity purchase, receiving the proper $175.00 off. The $30.00 value he stated in his letter is also wrong. The value would have been $25.00 if he would join our Rollier Rewards program. He elected not to join refusing the savings and stated he would never shop Rollier's Hardware again. No additional settlement will be given. Rollier's did nothing wrong and he was given the correct value. See attachment of Rollier Money. Doug S[redacted]

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