Roxy Display

We’ve tried searching this customer in our database according to the email address and telephone number provided in below but no luck finding it.However, when searched by his name: [redacted] , I was able to find transactions:· 1st transaction: placed back in 9/3/in the amount of $2,939.26· 2nd transaction: placed on 6/29/in the amount of $(a transformer purchase) Above purchases does not match with customer’s complaint below and therefore we are unable to respond accordingly.Is it possible to provide us with more details in regards of this complaint, an invoice number, a ship to address or date of purchase? Thank you very much, [redacted]

We’ve tried searching this customer in our database according to the email address and telephone number provided in below but no luck finding it.However, when searched by his name: [redacted], I was able to find 2...

transactions:·         1st transaction: placed back in 9/3/2013 in the amount of $2,939.26·         2nd transaction: placed on 6/29/2015 in the amount of $60.86 (a transformer purchase) Above 2 purchases does not match with customer’s complaint below and therefore we are unable to respond accordingly.Is it possible to provide us with more details in regards of this complaint, an invoice number, a ship to address or date of purchase? Thank you very much,[redacted]

Review: On July 2, 2013 we purchased a tower showcase from this company. Initially the item was out of stock but it was promised to be shipped within a month. Beginning of August the sales representative [redacted] contacted us to let us know the showcase was going to be shipped within a couple of days. I asked to be called with a day/approximate time the item was going to be delivered. On 8/7/13 someone from Con-way did call to let us know we had a delivery coming however a time was not specified. We assumed the delivery would happen during business hours. Since we are a [redacted] center there are restrictions on times we accept deliveries in the building and office hours start at 9am. On 8/8/13 Con-way delivered the showcase around 7:30am when the staff was prepping for [redacted] and by chance someone was in the building. The delivery truck left shortly after dropping it off. The way the showcase was packaged on a pallet made it impossible to notice the damage right away. When we were able to unpack, on a off-[redacted] day, we noticed immediately that one of the doors from the bottom part of the cabinet was off the hinge/ broken. There were dents and cracks on the wooden base as well that made the whole glass top unsafe and impossible to use. We requested a replacement showcase and we were refused because of the fact that we signed off on delivery day. I think this kind of damage to merchandise must happen quite frequently in the shipping process. However we are not in the shipping business. Signing for a delivery means acceptance of delivery and not guarantee that there was nothing wrong with the merchandise when we couldn't even see the actual piece. If one receives a broken item in a sealed box one cannot exactly know it's broken until they open it.Desired Settlement: We would like either a full refund or a replacement showcase.

Business

Response:

When our customer placed the order with us on 7/2/13, an email was sent to her on 7/3, 12:23 PM with our truck policy and invoice attached (see attachment Invoice 30271).Our customer is aware of our truck policy hence accepted our PayPal Payment Request on freight charge in the amount of $266.00, payment received on 7/3, 10:18 PM via PayPal (see attachment Scan).All of our merchandise leaves our warehouse in 100% good condition.Shipment was delivered on 8/8 by Con-way with a clear delivery receipt, no damage was noted anywhere on the receipt {see attachment ScanZ).We were not noted of any damage from our customer until 8/14, 6 days after cases were receive that we received a phone cali from [redacted] that their showcase were damaged.We immediately requested photos of damaged showcase; photos received on 8/14, a claim was filed the next day with Con-way, 8/15 on damaged showcase (see attachment ScanS).A letter was received from Con-way's claim department the week after claim was filed stating that our claim was declined clue to a clear delivery receipt by our customer (see attachment Scan4).We can not replace the damaged goods since we were not noted of any damages right away —within 24 hours upon arrival (as stated in our truck policy), damage could have occurred on our customer's behalf during 6 days it was received.Our company has offered [redacted] Center to purchase the damaged part of the showcase at a discounted rate and we would share half of the liability on shipping, but offer was declined by our customer.Our company has tried every possible way we could to make this work for both parties and put in an effort to submit a claim even though the delivery receipt shows clear. [redacted] center has rejected our offers.“

Review: We ordered $5,000 worth of displays for our third store with [redacted], this is the second time we recieved damaged goods. After contacting [redacted] at Roxy she "contacted the shipping company" and says there was no record of damage. I was in disbelief as the driver assured us that not only had he noted the damage on receipt, but the first driver from Roxy to the warehouse had already noted the damage. I contacted the shipper and verified that they did in fact have record of the damage at both points, therefore Ms. ** lied directly to me in order to avoid replacing $400 worth of displays on a $5,000 order; after we've spent $18,000 total with them in the last two years.Desired Settlement: Take back the displays that you shipped to us damaged, and send us undamaged units, and apologize for your employees lying.

Business

Response:

We’ve tried searching this customer in our database according to the email address and telephone number provided in below but no luck finding it.However, when searched by his name: [redacted], I was able to find 2 transactions:· 1st transaction: placed back in 9/3/2013 in the amount of $2,939.26· 2nd transaction: placed on 6/29/2015 in the amount of $60.86 (a transformer purchase) Above 2 purchases does not match with customer’s complaint below and therefore we are unable to respond accordingly.Is it possible to provide us with more details in regards of this complaint, an invoice number, a ship to address or date of purchase? Thank you very much,[redacted]