Initial Business Response /* (1000, 5, 2015/08/08) */
I am the owner that she was referring to, and I admit that we were completely at faultAt the time that *** came in we were just so surprised that we did not handle the situation correctlyWe were trying to come up with different reasons
that the card could be in the system, and one of the staff had suggested that it could have been an identity theft situation while we were trying to talk out what had happened
We fully refunded that amount that was charged incorrectly to her account, and after she left we called the customer(the lady who ***'s credit card got charged too) back and found out that she had a different card that was used when she made her purchase and the card number was just a few digits off from ***'s card number, and that's how we ended up charging the wrong card
We were able to contact our computer system help team and they removed all of her credit card information from our system, this is not something that we are able to do on our ownThat is why we were not able to accommodate her request to do so while she was in the storeWe are also in contact with the help team to remove all information from the account that she buys furniture for her job with
We contacted *** 8/7/to let her know that we had her personal account wiped and that we we were in the process of doing the same with her business account(that is why we had not made contact yet we wanted them to take care of both accounts first).We were not able to give her written proof that we did this, we did tell her that she could come in and we could physically show her that we had taken care of her requestShe said that she believed us and did not need to do that
Ryan, the manager and I decided to fully refund her the amount of her last purchases of her couch, as it was completely our fault.We don't have any credit card information that check should be going out in the mail on Tuesday, 8/ 10/
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
Initial Business Response /* (1000, 5, 2015/08/08) */
I am the owner that she was referring to, and I admit that we were completely at faultAt the time that *** came in we were just so surprised that we did not handle the situation correctlyWe were trying to come up with different reasons
that the card could be in the system, and one of the staff had suggested that it could have been an identity theft situation while we were trying to talk out what had happened
We fully refunded that amount that was charged incorrectly to her account, and after she left we called the customer(the lady who ***'s credit card got charged too) back and found out that she had a different card that was used when she made her purchase and the card number was just a few digits off from ***'s card number, and that's how we ended up charging the wrong card
We were able to contact our computer system help team and they removed all of her credit card information from our system, this is not something that we are able to do on our ownThat is why we were not able to accommodate her request to do so while she was in the storeWe are also in contact with the help team to remove all information from the account that she buys furniture for her job with
We contacted *** 8/7/to let her know that we had her personal account wiped and that we we were in the process of doing the same with her business account(that is why we had not made contact yet we wanted them to take care of both accounts first).We were not able to give her written proof that we did this, we did tell her that she could come in and we could physically show her that we had taken care of her requestShe said that she believed us and did not need to do that
Ryan, the manager and I decided to fully refund her the amount of her last purchases of her couch, as it was completely our fault.We don't have any credit card information that check should be going out in the mail on Tuesday, 8/ 10/
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */