This is obviously an attempt by this client to soil our company's name. This is the same complaint as filed under ID #[redacted] just under a new heading. Again, I appreciate his disappointment, but his actions are in line with what we have been dealing with in attempting to resolve this issue. Below...
is the same response to his original and only concern: We received a notice from the Revdex.com that this customer filed an official complaint. Here is a draft of our response. If there is something you want to add or delete let me know. The customer in question custom ordered a sectional sofa, which was transmitted to the manufacturer in North Carolina. Based on our long time experience with this particular manufacturer we did, in fact, state our expected delivery within 20 working days. When we received notice that there was a delay in the shipment of this and several other orders with this manufacturer, we informed the client. As we have done for clients in the past when certain situations like this occur, we offered the client the use of one of our in-stock units - at no additional use or delivery cost - until his custom piece arrived. The customer refused this offer on multiple occasions. The client then suggested we refund their payment until the unit arrives. Although it was a highly unusual request, we agreed to refund 70% of the purchase price. This would leave the minimum deposit of 30%. According to our printed policies - which the customer has - the refund was processed within 10 days of the request. In addition, to thank the customer for their [redacted]ience while we wait to receive the merchandise, we informed them that we eliminated the delivery charge and associated taxes from the order. This reduced the balance due upon delivery from $1,750 to $1,675.69. During this time period, we have been in constant contact with the customer, explained the challenges in delivering their furniture and have apologized repeatedly and attempted to reduce their inconvenience. Every call placed to us has been returned in a timely fashion and every request made that we can control has been honored. We absolutely understand this customer's dissatisfaction with the delay in seeing their room completed and we, too, are looking forward to delivering their furniture the first week of November.
The customer in question custom ordered a sectional sofa, which was transmitted to the manufacturer in North Carolina. Based on our long time experience with this particular manufacturer we did, in fact, state our expected delivery within 20 working days. When we received notice that there was a...
delay in the shipment of this and several other orders with this manufacturer, we informed the client. As we have done for clients in the past when certain situations like this occur, we offered the client the use of one of our in-stock units - at no additional use or delivery cost - until his custom piece arrived. The customer refused this offer on multiple occasions. The client then suggested we refund their payment until the unit arrives. Although it was a highly unusual request, we agreed to refund 70% of the purchase price. This would leave the minimum deposit of 30%. According to our printed policies - which the customer has - the refund was processed within 10 days of the request. In addition, to thank the customer for their [redacted]ience while we wait to receive the merchandise, we informed them that we eliminated the delivery charge and associated taxes from the order. This reduced the balance due upon delivery from $1,750 to $1,675.69. During this time period, we have been in constant contact with the customer, explained the challenges in delivering their furniture, apologized repeatedly and attempted to reduce their inconvenience. Every call placed to us has been returned in a timely manner and every request made which was in our control has been honored. We absolutely understand this customer's dissatisfaction with the delay in seeing their room completed and we, too, are looking forward to delivering their furniture the first week of November.
This is obviously an attempt by this client to soil our company's name. This is the same complaint as filed under ID #[redacted] just under a new heading. Again, I appreciate his disappointment, but his actions are in line with what we have been dealing with in attempting to resolve this issue. Below...
is the same response to his original and only concern: We received a notice from the Revdex.com that this customer filed an official complaint. Here is a draft of our response. If there is something you want to add or delete let me know. The customer in question custom ordered a sectional sofa, which was transmitted to the manufacturer in North Carolina. Based on our long time experience with this particular manufacturer we did, in fact, state our expected delivery within 20 working days. When we received notice that there was a delay in the shipment of this and several other orders with this manufacturer, we informed the client. As we have done for clients in the past when certain situations like this occur, we offered the client the use of one of our in-stock units - at no additional use or delivery cost - until his custom piece arrived. The customer refused this offer on multiple occasions. The client then suggested we refund their payment until the unit arrives. Although it was a highly unusual request, we agreed to refund 70% of the purchase price. This would leave the minimum deposit of 30%. According to our printed policies - which the customer has - the refund was processed within 10 days of the request. In addition, to thank the customer for their [redacted]ience while we wait to receive the merchandise, we informed them that we eliminated the delivery charge and associated taxes from the order. This reduced the balance due upon delivery from $1,750 to $1,675.69. During this time period, we have been in constant contact with the customer, explained the challenges in delivering their furniture and have apologized repeatedly and attempted to reduce their inconvenience. Every call placed to us has been returned in a timely fashion and every request made that we can control has been honored. We absolutely understand this customer's dissatisfaction with the delay in seeing their room completed and we, too, are looking forward to delivering their furniture the first week of November.
The customer in question custom ordered a sectional sofa, which was transmitted to the manufacturer in North Carolina. Based on our long time experience with this particular manufacturer we did, in fact, state our expected delivery within 20 working days. When we received notice that there was a...
delay in the shipment of this and several other orders with this manufacturer, we informed the client. As we have done for clients in the past when certain situations like this occur, we offered the client the use of one of our in-stock units - at no additional use or delivery cost - until his custom piece arrived. The customer refused this offer on multiple occasions. The client then suggested we refund their payment until the unit arrives. Although it was a highly unusual request, we agreed to refund 70% of the purchase price. This would leave the minimum deposit of 30%. According to our printed policies - which the customer has - the refund was processed within 10 days of the request. In addition, to thank the customer for their [redacted]ience while we wait to receive the merchandise, we informed them that we eliminated the delivery charge and associated taxes from the order. This reduced the balance due upon delivery from $1,750 to $1,675.69. During this time period, we have been in constant contact with the customer, explained the challenges in delivering their furniture, apologized repeatedly and attempted to reduce their inconvenience. Every call placed to us has been returned in a timely manner and every request made which was in our control has been honored. We absolutely understand this customer's dissatisfaction with the delay in seeing their room completed and we, too, are looking forward to delivering their furniture the first week of November.