Hello,
We have reviewed the complaint and believe we have resolved it to the customer’s expectations.
• Friday 4/17 the customer called to report defective merchandise and spoke with an associate who asked troubleshooting questions and advised that the issue would be escalated to a defect...
specialist. A return or refund was not requested at that time.
• Monday 4/20 the defect specialist reached out to the customer with further questions in order to initiate a standard warranty coverage procedure.
• Tuesday 4/21 the customer responded, refused to comply with the warranty process, and demanded a return/refund. The defect specialist spent the next several days working with the manufacturer to obtain approval for a non-standard warranty return and full customer credit. Unfortunately, the specialist did not keep in touch with the customer during this time so the customer was unaware the return was moving forward. This is a procedural error by our specialist and will be used as a training opportunity.
• Wednesday, 4/29, at 9:15am EST the customer was contacted by the defect specialist. Return shipping labels and instructions were provided and the customer was told they would receive a full refund. A full credit of $397.01 has been issued by School Outfitters to the customer at this time.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the business response is not completely accurate. They said I would not receive a refund until the company receives the boxes back. I am having [redacted] pick up the boxes tomorrow to return to [redacted]. It would be nice to have my money when they said, but you cannot trust these people to do what they said they will do all of the time. I have definitely learned a lesson.Thank you with you assistance. I am confident I would not have received a reply otherwise.
Regards,
[redacted]
We had a system issue that we were unaware of at the time of creating the quote. As soon as we became aware, we contacted the customer and explained the situation and offered to cancel the quote/order. The customer wanted to continue with the order at the quoted price, so it was reviewed...
by our VP of Sales. He personally contacted the customer to apologize for the error and offer the customer a compromise solution. School Outfitters agreed to sell the product to the customer at a significantly discounted rate, that is well below our normal selling price. The customer was not satisfied with this solution, but we felt that this was a reasonable concession to make for the very unusual mistake. We have reviewed this with both the Director and Vice President of Sales as well as the President of the company and all feel this is a fair solution to a difficult situation. Tell us why here...
Hello,
We have reviewed the complaint and believe we have resolved it to the customer’s expectations.
• Friday 4/17 the customer called to report defective merchandise and spoke with an associate who asked troubleshooting questions and advised that the issue would be escalated to a defect...
specialist. A return or refund was not requested at that time.
• Monday 4/20 the defect specialist reached out to the customer with further questions in order to initiate a standard warranty coverage procedure.
• Tuesday 4/21 the customer responded, refused to comply with the warranty process, and demanded a return/refund. The defect specialist spent the next several days working with the manufacturer to obtain approval for a non-standard warranty return and full customer credit. Unfortunately, the specialist did not keep in touch with the customer during this time so the customer was unaware the return was moving forward. This is a procedural error by our specialist and will be used as a training opportunity.
• Wednesday, 4/29, at 9:15am EST the customer was contacted by the defect specialist. Return shipping labels and instructions were provided and the customer was told they would receive a full refund. A full credit of $397.01 has been issued by School Outfitters to the customer at this time.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the business response is not completely accurate. They said I would not receive a refund until the company receives the boxes back. I am having [redacted] pick up the boxes tomorrow to return to [redacted]. It would be nice to have my money when they said, but you cannot trust these people to do what they said they will do all of the time. I have definitely learned a lesson.Thank you with you assistance. I am confident I would not have received a reply otherwise.
Regards,
[redacted]
We had a system issue that we were unaware of at the time of creating the quote. As soon as we became aware, we contacted the customer and explained the situation and offered to cancel the quote/order. The customer wanted to continue with the order at the quoted price, so it was reviewed...
by our VP of Sales. He personally contacted the customer to apologize for the error and offer the customer a compromise solution. School Outfitters agreed to sell the product to the customer at a significantly discounted rate, that is well below our normal selling price. The customer was not satisfied with this solution, but we felt that this was a reasonable concession to make for the very unusual mistake. We have reviewed this with both the Director and Vice President of Sales as well as the President of the company and all feel this is a fair solution to a difficult situation. Tell us why here...