Rosenthal USA Ltd.

Initial Business Response /* (1000, 8, 2016/05/31) */
***
I've spoken to ***He explained that when the window was dropped off by the customer there was no one available from the
glass department so he took the window in and took ***'s name and numberShe asked how much the glass would be for a window that size and *** said I'm not sure, I don't work in that department but between $**-$** for the glass*** didn't ask if there was a cost to install the glass and *** never thought to mention itThe window measured ** x **, square feet3mm glass sells for *** per square footIn shop labour is $** per hourWith a wood sash frame the old glass is removed, then all the interior of the frame is burnt out to remove all previous traces of glass and puttyNew glass is installed and the glass is then puttied or siliconed into place on both sides which takes on average 1/hours to competeCaulking sells for $*** per tube and a window that size would used about 1/- tubes of caulkingThis is where the price of $*** + tax comes from
Because we were short staffed that day and *** was busy he simply forgot to mention the labour to remove the old glass and putty and install the new glassWhen *** called *** to question the price, *** stated the glass cost and labour rate per hour and caulking per tube but didn't get the opportunity to explain that it would take longer than one hour to complete this frame and more than one tube of caulking ergo causing further confusion over the price charged
So, in the interest of customer service, I will refund *** the labour and chaulking costs and just charge her the square footage cost of the glasssquare feet times *** is $**.** + taxIf *** would provide me her mailing address I'll send her a cheque for $*** + tax which is $***
Our apologies for any confusion and upset caused
***
Initial Consumer Rebuttal /* (2000, 10, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Review: On **March 2014 I placed an online order from Rosenthal USA outlet website. The order comprised 3 sets of glasses and one vase (outlet order #[redacted]). UPS delivered my order on **March 2014. I immediately noticed that an incorrect item had been shipped to me; the vase was the wrong vase. I contacted Rosenthal via regular email (**March2014) and their customer account to merchant e-mail feature on[redacted]March2014. Subsequently I assembled all the documentation and faxed it to Rosenthal (5pp, **March 2014); requesting their attention and a simple remedy. To date Rosenthal has not responded.Desired Settlement: Rosenthal shipped an incorrect item. I understand that this happens from time to time. I believe that Rosenthal should either: (1) send the correct item and make provision* for me to return the incorrect item, or, (2) simply make provision for me to return the incorrect item and refund my purchase. [*appropriately sized box and UPS return label]