Initial Business Response /* (1000, 7, 2015/07/13) */
Contact Name and Title: Les [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@comfortcarpets.com
The complaint filed is a combination of many factors mainly miscommunication. When Dave measured the job he was told to...
measure from wall to wall by the homeowner since the cabinets were being replaced. When the actual wood was installed by an independent contractor he installed the wood with the cabinets already installed, thus, the difference in wood quantities. The independent contractor did not notify us of any quantity differences so there was no way of us knowing until after the fact.
As far as timeliness in our response Dave was on vacation for part of last week (July 4th week)and just got back into the office today (July 13). The consumer needs a little patience in us trying to figure out what happened. We normally respond by email when available so that we can have a paper trail to follow on any complaints.
Concerning the problems at the time of pick up he never called to inform us that he was coming for his wood therefore after sitting in the warehouse for 45 days it was not ready for him at time of pick up.
Our normal return policy is to only accept returns when there is an extra 3 or more boxes so that we have an opportunity to sell the returned product. The consumer in wanting to keep part of the extra material went under our minimum which is why we originally offered him the difference between the original price and the restock fee.
I hope that answers most of the complaints. As I said to start the response most of these are nothing more than miscommunications by both parties involved.
OFFER:
Due to the miscommunication from both parties and the dispute happening over the 4th of July holiday if it makes the consumer happy we will refund him the full value of his returned wood at time of return.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will start with the flooring measurements. I knew that we were not installing the flooring under the new cabinets. My contractor and I had worked out a less expensive way to accommodate the floor level difference, so I dispute that fact. Next is the material pick up issue. I ordered the material on 05/06/2015 and was told the delivery would be 3-4 weeks and provided Dave a pick up date of mid-late week of June 15th, as the construction was starting June 22nd. If the 3-4 week delivery provided was accurate, they had the material in house for @ 3 weeks, not 45 days.
As far as response timing, I called Dave Riddle on Thursday 7/2. He said due to the holiday, he would not be able to get back to me until Monday 7/6. Monday came and went, Tuesday came and went, with no contact. On Wednesday 7/8, we received an email from Dave Riddle, in lieu of a personnel phone call. I attempted to contact Dave and was only told he was out of the office, not on vacation. On Thursday 7/9, I called again, asking to speak to an owner/manager and was placed into Mr. [redacted]'s voice mail. Thursday (7/9) and Friday (7/10) came and went with no reply.
Mr. [redacted] asks me to be patient. I believe I was very patient and felt I was being ignored.
I will accept the companies offer for full credit of the 3 full boxes of material we have left over.
Final Business Response /* (4000, 12, 2015/07/20) */
Company contacted our office indicating upon the return of the merchandise the company will give the refund.
Initial Business Response /* (1000, 7, 2015/07/13) */
Contact Name and Title: Les [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@comfortcarpets.com
The complaint filed is a combination of many factors mainly miscommunication. When Dave measured the job he was told to...
measure from wall to wall by the homeowner since the cabinets were being replaced. When the actual wood was installed by an independent contractor he installed the wood with the cabinets already installed, thus, the difference in wood quantities. The independent contractor did not notify us of any quantity differences so there was no way of us knowing until after the fact.
As far as timeliness in our response Dave was on vacation for part of last week (July 4th week)and just got back into the office today (July 13). The consumer needs a little patience in us trying to figure out what happened. We normally respond by email when available so that we can have a paper trail to follow on any complaints.
Concerning the problems at the time of pick up he never called to inform us that he was coming for his wood therefore after sitting in the warehouse for 45 days it was not ready for him at time of pick up.
Our normal return policy is to only accept returns when there is an extra 3 or more boxes so that we have an opportunity to sell the returned product. The consumer in wanting to keep part of the extra material went under our minimum which is why we originally offered him the difference between the original price and the restock fee.
I hope that answers most of the complaints. As I said to start the response most of these are nothing more than miscommunications by both parties involved.
OFFER:
Due to the miscommunication from both parties and the dispute happening over the 4th of July holiday if it makes the consumer happy we will refund him the full value of his returned wood at time of return.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will start with the flooring measurements. I knew that we were not installing the flooring under the new cabinets. My contractor and I had worked out a less expensive way to accommodate the floor level difference, so I dispute that fact. Next is the material pick up issue. I ordered the material on 05/06/2015 and was told the delivery would be 3-4 weeks and provided Dave a pick up date of mid-late week of June 15th, as the construction was starting June 22nd. If the 3-4 week delivery provided was accurate, they had the material in house for @ 3 weeks, not 45 days.
As far as response timing, I called Dave Riddle on Thursday 7/2. He said due to the holiday, he would not be able to get back to me until Monday 7/6. Monday came and went, Tuesday came and went, with no contact. On Wednesday 7/8, we received an email from Dave Riddle, in lieu of a personnel phone call. I attempted to contact Dave and was only told he was out of the office, not on vacation. On Thursday 7/9, I called again, asking to speak to an owner/manager and was placed into Mr. [redacted]'s voice mail. Thursday (7/9) and Friday (7/10) came and went with no reply.
Mr. [redacted] asks me to be patient. I believe I was very patient and felt I was being ignored.
I will accept the companies offer for full credit of the 3 full boxes of material we have left over.
Final Business Response /* (4000, 12, 2015/07/20) */
Company contacted our office indicating upon the return of the merchandise the company will give the refund.