Shorewood Home & Auto Inc.

Initial Business Response /* (1000, 7, 2015/07/10) */
The employee who assisted the customer was the Store manager and in no way was rude, she may have been in a rush but was not rude
The customer may have taken her fast pace as rudeThe store manager was on her way out after working all day,
she saw the customer at the desk and decided to come back to assist, she was just informing the customer that she had to put her purse down and get her glasses in order to assistThe customer walked into the store with a frustration because of the broken partThe manager did find the invoice order number of the purchase, the part was a special order to the manufacturer as we do not stock this part for this type of machine because we do not sell these machines at our storeWhen the customer requested warranty for the defective part we could not give him the part "free" unless we had the receipt of purchase of the unit he boughtWarranty for defective parts purchased is based on the registration of the machineFor reimbursement to take place, a machine must be registered and then the defective part is requested using the machine model/serial number, this is standard practice with all Lawnmower manufacturesAlso from experience every manufacturer we deal with has a set limit of replacement parts defect, they normally are covered from to daysThe manager attempted to explain to the customer, that the manufacturer is responsible for a free replacement part, not us (the store), as we had to pay for the part and we didn't defect the part, it came defective from the manufacturerThe store manager did not inform the customer that he bought a cheap mower, what she said was, the mower is a cheaper brand of mower and our store carries higher end cost mowersThe store manager did not recall saying "GOOD" when the customer said he would go someplace elseThe customer at this time did become very agitated and mean spirited to the managerThe Store did receive a call from the customer leaving a message asking that the manager call himThe store manager did call the customer with no answer and left a message for the customer to call back, as of this date the customer has not returned the callWe would be more than happy to replace the customer's defective part with a part that must be purchased and if it is covered under warranty the customer will be reimbursed, however, we must have a receipt showing purchase of unit, so that we can file a warranty to the manufacturer and be paid for the partThank You
Karen ***
Store Manager
Shorewood Home and Auto
Shorewood, Il
***
Initial Consumer Rebuttal /* (3000, 9, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business responseBesides putting such a spin on it I am not really sure who has responded to thisIt is signed by the store manager yet it seems to be written in third party as someone else wrote it not the person who has signed itI do not understand why I should have to jump through hoops to provide a receipt from another store I bought the mower from to them? This was not even a warranty claim when all this started! I simply ordered the part and paid for it witch has failedYes they did return my call and did leave me a voicemail however I recognized the voice and realized this was the same person I dealt with in the storeYes I was agitated at the end due to the frustration of them not standing behind a product they have sold meThey simply have chose to pass this on as a manufacturer problem and not their problem! Perhaps the couple hundred dollars I have tried to spend in the past trying to support local small business is just small potato's to them and they do not care to have me return as a satisfied customerThey should be made aware of general customer service business practice and should understand a bad recommendation can lose sales a good one can give to I will at this point not try to support this small local businessIf this is the way a store manager talks and treats their customers over a relatively small item and dollar amount? I guess I can be thankful for this experience with them before I could have made a mistake and made a much bigger purchase from themShould this business decide to stand behind a product they sold me and just order me a knew one they can do so and ship it directly to my house at this point as I will not step foot in any of there locations and will recommend to family, friends and neighbors to shop elsewhereI would also like to speak the store managers supervisor
Final Business Response /* (4000, 11, 2015/07/23) */
I am disappointed the customer does not accept my response to his inquiryThe policy in place is not our store policy, it is the policy of the manufacturer of the part the customer orderedWe paid for the part when the customer ordered it, we could not just give the customer another part free until the manufacturer reimbursed us, which required a warranty claim to be filedA defective warranty claim requires the name of the purchaser of the part as well as date and location of the piece of equipment for which the intended part was used onI do not feel this was an unreasonable requestI and all store employees consistently strive to satisfy our customers and are sorry this individual was unsatisfiedI find no other resolution to this inquiry, unless the customer can provide us date and location (receipt) of purchase of piece of equipment, at that time we would be more than happy to work with him
Karen ***
Store Manager
Shorewood Home and Auto
W Jefferson St
Shorewood, IL
***