Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ Hi Mr***, can you please provide your sales order number, so I can look into this matter more? I tried searching your name and your phone number in our system, but could not find anythingThanks ***
Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Dear Mr***, we have written you a letter in September in regards to not being able to refund you fully for the Jenson vanitiesI have attached that letter to this case indicating why as wellWe do still have your cabinets because you refuse to take them backIf you would like to get them back, we would be more than [redacted] to get that arranged for youAs indicated in the letter, these were special order items and there's a no return policy, but we can make an exception this time and refund back your money with a 35% restocking feeThank you Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/21) */ Regarding to Sinceres response, contradictory to their statement I did not receive a letter or any other form of communication from with an offer for settlementI first saw this just recently on the Revdex.com websiteAs I have previously stated, their argument that the cabinets are "custom" and therefore non returnable is not validFurthermore, keeping my money and the cabinets without contacting me for several months is unacceptableTherefore their offer is not acceptable to meI will however accept a refund of $for the cabinets and take the remaining balance of $in the form of a store credit Final Business Response / [redacted] (4000, 14, 2015/01/23) */ Hi, this customer have already filed a Revdex.com complaint before, but it was closedWe have also sent them a letter in September in regards to his caseThis customer is always taking us to small claim courts, which will be held on 1/28/All the documents that I have mentioned are attached as well as all the order acknowledgement clearly stated that special orders are non-returnableI am sorry, but this is really not our faultThank you Final Consumer Response / [redacted] (4200, 18, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are not being truthfulThey claim that the cabinets were special order and no returnThey never expressed that when I purchased the cabinetsThe order form they attached is not the order form that was given too me or haveNote that the order form they attached has no signature by meThat is because they made up this order form after the fact to cover their mistakeIts not even correctIts marked "COD" when in fact I had to prepay almost month in advanceThe signed purchase order I have has no mention of special order or no returnI provided this information to them last summer but did not receive a response They also claim they sent me a letter with a settlement offer in SeptemberThat is not true, I have not had any direct contact with anyone from Sincere since shortly after I returned the cabinetsNot a phone call, letter or anythingNothingJust like the order form, the letter they attached is not realNote that the letter is not on any company letterhead, does not contain my address, any reference to an order number or P.Onor is it even signed by anyone from SincereIts not even a scanned document, its a Word file, as if someone just wrote itWhy? Because they never sent me a letter in the first placeAgain they are trying to cover up their mistakes and keep my money and the cabinets and ignore my request hoping I will go away
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Hi, we have contacted the customer already in regards to this last week and is trying to come up with a solution as soon as we can for her [redacted] , thank you for your patienceI understand your frustration and will try our best to get this resolved as soon as we can Thanks, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are still in the process of finding viable solution at this stageAt least we are making some progress after Sincere appointed another store manager to extend the helpThe response from Sincere after complains filed is p pretty quickUnfortunately was not able to make progress with the original store manager Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Hi we are still currently assisting the customer with this issueThe store manager have called the customer again today and will be working something outWe hope to have this resolved by this weekendThanks [redacted] , thanks again for your patienceI know [redacted] is working [redacted] trying to get this resolved for youThanks ***
Initial Business Response / [redacted] (1000, 5, 2014/04/02) */ Hi, first we apologize for the customer's trouble in the dispute with the credit card and having to contact Revdex.comBut in regards to the complaint, we are just going by the store policyThe customer ordered the cabinets and tiles on 11/5/and came to return them on 11/8/If you look at the Return Policy attached where the stars are indicating, the first star states that "ALL SPECIAL ORDER AND/OR CUSTOMIZED ITEMS **ABSOLUTELY NO RETURN, EXCHANGE, OR ORDER CANCELLATION**The purchase order was placed on the same day that the customer ordered the tiles (11/5) and our tile vendor [redacted] not allowing us to return them as well, so we have to keep the tilesInstead of not letting our customer return the tiles, we just charged 15%As for the 2nd star indicating that "Order Cancellation: RTA Cabinets will have a 15% cancellation fee and Assembled Cabinets will have a 25% cancellation fee of the order amount." The customer ordered RTA cabinets (which means ready to assemble) and we have offered to not charge any restocking fee if she would like store credit, but she have refusedSo instead of charging 15% of what we should have for RTA cabinets, we only charged her 10%We understand the customer's frustration and we are sorry about that, but we do have store policies and we have tried our best to limit the customer's loss as much as we can because we had to endure all the loss with the special order tilesIf you look at the 2nd attachment, it is the sales order and it even indicated on the first page about the restocking fee for RTA cabinets and on the 19th page, it indicated that "SPECIAL ORDER NON RETURNABLE"I hope this explains our situation and once again, we apologize for any inconveniences endure by our customerThanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the cabinets: in their reply the vendor makes no mention of the fact that it was their employee who ordered a different sized cabinet than the one we wantedWe were also told that about half of the order was in their warehouse because of a cancellation by a previous customer who presumably paid a restocking feeWe did not return anything....we never took deliveryThey seem to want to be paid twiceWe were never offered a store creditUntil I disputed the charge with American Express they were demanding full payment of the entire order The tiles were a special order and as I mentioned in my complaint I am willing to take delivery of them for the price originally agreed upon Final Business Response / [redacted] (4000, 9, 2014/04/15) */ Hi ***, once again we are sorry for your troubleWe have decided to refund you the cancellation fee for the cabinets and someone will be contacting you today regarding that and your tilesThank you for your patience Final Consumer Response / [redacted] (2000, 12, 2014/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Due to a death in the family I am out of town and unable to resolve the complaint in personThe company contacted me and said that they would refund the restocking feeThey did note the actual amountIt was difficult to understand the spokesman as he had a strong accent so I intend to visit the store when I return home at the end of the monthI think we will be able to reach a mutual agreementThank you for your help
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ Hi, sorry for the late response to thisBelow is the store manager's response to this since he have dealt with the customer "On 4/27/the customer have already brought back her cabinets to get it refundI have went over the 50% restocking charge and gave her a number of how much she will be getting back with all the cabinets returnedSince the restocking charge was too high the customer refuse to return the cabinets and instead is willing to have Sincere repair/replace the damage pieces for her The warehouse guys and I helped her unwrapped all the cabinets to check which one was defective/damage and see if we can repair it for herTo my surprise, all her cabinets were in good condition, there were only some paint issues that was not a big deal because they were being hiddenA few scratches on the inside of the cabinets, which can be retouchWe have split up the good cabinets and the fix cabinets in two pilesHowever, after checking all of the cabinets, the customer decides she is willing to just take everything backSincere offer to provide her with any panels if needed and a touch up [redacted] to help her finish her cabinet installationA day after, she called and asked about the shelvingShe has found another installer to help her put the cabinets togetherShe has also mentioned that her new installer has not complained about the cabinet conditionIn the end, she will be coming in to order her dishwasher and pick up her touch up penThe case has been resolve when she agreed to take the cabinets back." In accordance to what he said, this have been resolved with the customer alreadyThank you
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi, on 2/10/15, our store manager, *** *** have called *** to explain to her about that granite is a natural stone and there can be many reasons that can cause the granite to crack after installationOn 2/13/2015, Hei called her
contractor, ***, to explainAfter that there were a few more phone calls exchanged between *** and *** tried to explain that we have no responsibility on the granite crack since it's been over months after it was purchased and we did not do the installationAlso, granite have no warrantyWe are sorry that it happened, but we cannot do anything about itThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com and ***
I consulted an attorney about the issue with the defective granite we purchased from Sincere Home Décor
He confirmed that in the state of California, by law every manufactured product comes with a warranty against defective manufacturing, for the reasonably expected length of service of the productWe purchased granite that had been manufacturedit was bullnosed and cut to lengthA reasonably expected length of service for granite goes well beyond a year or two
The contractor who installed the granite will provide a written declaration about the multiple times he has seen Angola Silver Black granite from Sincere Home Décor crack, demonstrating that this is not an isolated incident, but an ongoing issue with a defective product
As I have said in previous correspondence, we would prefer to solve this issue working together with the Revdex.com's helpTo kick off that process, I once again invite you to come see the granite in our house and work with us towards a mutually agreeable solution
If you decide you do not want to work with us to resolve this issue, facilitated by the Revdex.com, we will proceed to file a claim against Sincere Home Decor in small claims court
Sincerely,
*** ***
Final Business Response /* (4000, 15, 2015/04/01) */
Hi, after one of our managers, *** *** and a countertop installer, Mr*** who have over years of experience, have visited Ms*** at her home on 3/23/2015, they have concluded that it was not the material that have caused the problem, but bad installation from her own installerI have attached the report that they have provided for me along with a drawing and some pictures of the countertopDue to us being only the seller of the material and not the installer, we are not responsible for thisThe material was not the problem, but the installationWe did our best to help Ms*** on this, but we believe that she need to contact her contractor to fix the problem, not us
Final Consumer Response /* (4200, 19, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sincere Home Décor,
Thank you for visiting our home on 3/23/We appreciate your time
There were a number of unsettling aspects to your visit and inspection of our granite
* You and your employee chose to speak 100% in Chinese, despite my asking repeatedly to have a conversation in EnglishYou only translated very selected parts of his comments to meThat made it impossible to have any type of true discussion about the issue
* A significant number of your measurements of the levelness of the counter were made with a foot level that you propped up at one end with a pile of napkinsObviously, propping up a level at one end renders the measurements uselessI pointed this out at the time, but you continued to prop up the level in different ways during your measurements
* Sincere's Contractors License has been suspended by the California Contractors State Licensing BoardIt is hard to feel confident about the recommendations provided by a contractor not in good standing with the authorities
As a result of the above, we performed our own measurements of the levelness of the granitePlease see the attached report for detailsThe highlights are:
* The granite is between 1/32nd and 3/64ths out of level in different directions in different placesThat falls well within the Marble Institute's standards for installation(See details in the report.)
* We have attached pictures of the measurements being taken so there can be no question about whether the measurements were performed correctly
Once again, we would like to work with you to have our granite issues resolvedIf we do not hear back from by 4/20/with an actual plan for fixing the issue caused by your sub-standard manufactured granite, we will proceed to file a suit against you in small claims court
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/10/20) */
Hi, we have actually tried out best to resolve this issue with the customer already and have taken care of the issue with changing the doors for her even though we did not think it was our fault due to all the signatures of confirmation
that we haveBelow are the dates and activities and we have also attached all the signatures
1.) XX-XX-XXXX Received "Sincere estimate request from" and schedule kitchen appointment*** shows the color sample of the cabinet style she wanted on her cell phoneContempra Horizontal wood grain/Melamine wood grain texturedWe do not have the sample in our show-room
2.) 08-15-*** provide other company design with handwriting "Wall=Melamine Driftwood" She said she used to like "Driftwood" on the wall but after she spoke to her constructor and familyShe changed her mindShe wanted white color because Driftwood is too busy
3.) XX-XX-XXXX The last appointment and finalizeExplained to her the door style/material/construction and color and *** initial on each item
4.) XX-XX-XXXX Sent e-mail to *** and her constructorIncludes all kitchen drawing/Order Detail/ Kitchen layout and Kitchen ElevationReminded the customer contact us within hours for any kitchen adjustment
5.) XX-XX-XXXX Sent e-mail to *** & her constructor about the drawer box did not come in interior wood finish option because material is melamine even we tried to asked KitchenCraftWhite interior only
6.) 8-29-*** replied by e-mailWhite interior is fine
7.) X-XX-XXXX sent e-mail to ***Contempra Horizontal wood grain/Melamine wood grain textured Tipepool sample arrived and ready for pick up
8.) 10-08-*** calledAll wall cabinet doors are wrong finishShe said she asked for High Gloss White finish not WhiteI explained to ***, the Melamine material never come in High Gloss White finish, it is available in thermofoil material onlyAll documents we received from *** did not show High Gloss white and thermofoil***
9.) 10-08-*** said her constructor told her the interior finish do not match cabinet doors but she said she did not know whyWe had confirm with *** cabinet white interior finish on XX-XX-XXXX before we process the order
10.) XX-XX-XXXX and XX-XX-XXXX: Called customer and left messages for herWe have spoken to our vendor and everything should be taken care of now
Thanks,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the responseI was not able to resolve the situation with Sincere at allThey refused to acknowledge their mistake in ordering the wrong cabinets and would not provide any new cabinets unless I paid for them - periodI then wrote the manufacturer and explained what occurredI showed Kitchen Craft (manufacturer) the same information I provided Sincere - pictures of the cabinets and the previous quote I received from another vendor(The reason I went with Sincere is because they had a sale that month on the Kitchen Craft cabinets.) The manufacturer stepped in and all communication was with them from that point forwardThey told me I no longer had to communicate with Sincere as they would be handling and providing resolution making good on my orderAfter discussing with the manufacture we agreed to new doors as they assured me that the cabinet boxes are the sameCompletely new cabinets for the cabinets with "ends" as well as all new panelsI have not received the reorder yet so we still do not know if the cabinets doors are going to fit the original boxesThis situation has not been resolved until this occurs
Item number above regarding my changing my mind about the cabinet selection is a complete fabricationI knew exactly what I wanted (stressed over and over again regarding the thermafoil high gloss for the top cabinets and tide pool for the bottom) and that is what she told me we were orderingI can provide a list of people who can account for thatAlso, my sister came with me on one of the visits to Sincere and she can verify my cabinet choice as well
Also, I provided signatures on the order confirmation only because the salesperson assured me that this was for the cabinets in the picture (high gloss thermafoil as I repeated over and over again)She struggled with the catalogue and asked for assistance from other staff then she assured me we had the right cabinets
I am hopeful that the cabinet doors fit the original boxes but the resolution is far from perfectThe interior trim on the new cabinets will not match the interior trim on the original boxes we agreed to useWe feel we had to compromise to get something worked out as we have been without a kitchen for weeks! I also can not afford to purchase new cabinetsThis entire experience with Sincere has been very stressful and I am grateful Kitchen Craft forced them to provide resolutionPlease do not close this case until we receive the reorder and able to verify this is a satisfactory resolution
Thank you very much for your attention on this matter
Final Business Response /* (4000, 9, 2014/11/10) */
Hi Ms***, I have talked to *** and she have indicated that she have emailed you on 11/in regards to your replacements statusYour replacements have left the manufacturer on 11/and should arrive in *** this week and you should receive them the next weekPlease understand that it takes awhile for the replacements to get to you because the manufacturer is in the East Coast and they ship everything by truckFor any questions, please reply to the emails that *** have sentShe have also called you, but have not heard anything from youThank you
Initial Business Response /* (1000, 5, 2014/05/02) */
Hi [redacted],
I'm [redacted] from Sincere Home Decor and I would just like to first apologize about this situation and the time that have caused you. Before I can try to resolve this issue, do you mind giving me the order number that this...
order is from? If you do not have it, do you remember which phone number that you have put on file? I tried searching for your full name and the few numbers I see here, but you do not show up in the file. Sorry for the inconveniences, but if you can provide me with the information, that would be great.
Thanks a lot,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The order number is SXXXXXXX and under the name [redacted] Construction INC. Until now there is still no delivery. It has been very difficult to have calls/messages returned from Hai, your manager. We were promised a 30 percent refund for materials which we still do not have along with the remaining 70 percent should the wood not be in stock by 5/31/14. Your prompt attention to this matter is appreciated. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/05/21) */
Hi, I have talked to our store manager, [redacted] and he have informed me that he have talked to [redacted] yesterday (5/20) and have refunded the promised 30% discount ($1172.37). The vendor for the flooring have said they will have the flooring before 5/31 and he will delivery to customer.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
Hi, we have contacted the customer already in regards to this last week and is trying to come up with a solution as soon as we can for her.
[redacted], thank you for your patience. I understand your frustration and will try our best to...
get this resolved as soon as we can.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still in the process of finding viable solution at this stage. At least we are making some progress after Sincere appointed another store manager to extend the help. The response from Sincere after complains filed is p pretty quick. Unfortunately was not able to make progress with the original store manager.
Final Business Response /* (4000, 9, 2015/10/15) */
Hi we are still currently assisting the customer with this issue. The store manager have called the customer again today and will be working something out. We hope to have this resolved by this weekend. Thanks.
[redacted], thanks again for your patience. I know [redacted] is working [redacted] trying to get this resolved for you. Thanks.
[redacted]
Initial Business Response /* (1000, 5, 2014/12/12) */
Dear Mr. [redacted], we have written you a letter in September in regards to not being able to refund you fully for the Jenson vanities. I have attached that letter to this case indicating why as well. We do still have your cabinets because...
you refuse to take them back. If you would like to get them back, we would be more than [redacted] to get that arranged for you. As indicated in the letter, these were special order items and there's a no return policy, but we can make an exception this time and refund back your money with a 35% restocking fee. Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/21) */
Regarding to Sinceres response, contradictory to their statement I did not receive a letter or any other form of communication from with an offer for settlement. I first saw this just recently on the Revdex.com website. As I have previously stated, their argument that the cabinets are "custom" and therefore non returnable is not valid. Furthermore, keeping my money and the cabinets without contacting me for several months is unacceptable. Therefore their offer is not acceptable to me. I will however accept a refund of $1376.73 for the cabinets and take the remaining balance of $622.30 in the form of a store credit.
Final Business Response /* (4000, 14, 2015/01/23) */
Hi, this customer have already filed a Revdex.com complaint before, but it was closed. We have also sent them a letter in September in regards to his case. This customer is always taking us to small claim courts, which will be held on 1/28/2014. All the documents that I have mentioned are attached as well as all the order acknowledgement clearly stated that special orders are non-returnable. I am sorry, but this is really not our fault. Thank you.
Final Consumer Response /* (4200, 18, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people are not being truthful. They claim that the cabinets were special order and no return. They never expressed that when I purchased the cabinets. The order form they attached is not the order form that was given too me or have. Note that the order form they attached has no signature by me. That is because they made up this order form after the fact to cover their mistake. Its not even correct. Its marked "COD" when in fact I had to prepay almost 1 month in advance. The signed purchase order I have has no mention of special order or no return. I provided this information to them last summer but did not receive a response.
They also claim they sent me a letter with a settlement offer in September. That is not true, I have not had any direct contact with anyone from Sincere since shortly after I returned the cabinets. Not a phone call, letter or anything. Nothing. Just like the order form, the letter they attached is not real. Note that the letter is not on any company letterhead, does not contain my address, any reference to an order number or P.O. nor is it even signed by anyone from Sincere. Its not even a scanned document, its a Word file, as if someone just wrote it. Why? Because they never sent me a letter in the first place. Again they are trying to cover up their mistakes and keep my money and the cabinets and ignore my request hoping I will go away.
Initial Business Response /* (1000, 5, 2014/12/15) */
Hi Mr. [redacted], can you please provide your sales order number, so I can look into this matter more? I tried searching your name and your phone number in our system, but could not find anything. Thanks.
[redacted]
Initial Business Response /* (1000, 5, 2014/04/02) */
Hi, first we apologize for the customer's trouble in the dispute with the credit card and having to contact Revdex.com. But in regards to the complaint, we are just going by the store policy. The customer ordered the cabinets and tiles on...
11/5/2013 and came to return them on 11/8/2013. If you look at the Return Policy attached where the 2 stars are indicating, the first star states that "ALL SPECIAL ORDER AND/OR CUSTOMIZED ITEMS **ABSOLUTELY NO RETURN, EXCHANGE, OR ORDER CANCELLATION**. The purchase order was placed on the same day that the customer ordered the tiles (11/5) and our tile vendor [redacted] not allowing us to return them as well, so we have to keep the tiles. Instead of not letting our customer return the tiles, we just charged 15%. As for the 2nd star indicating that "Order Cancellation: RTA Cabinets will have a 15% cancellation fee and Assembled Cabinets will have a 25% cancellation fee of the order amount." The customer ordered RTA cabinets (which means ready to assemble) and we have offered to not charge any restocking fee if she would like store credit, but she have refused. So instead of charging 15% of what we should have for RTA cabinets, we only charged her 10%. We understand the customer's frustration and we are sorry about that, but we do have store policies and we have tried our best to limit the customer's loss as much as we can because we had to endure all the loss with the special order tiles. If you look at the 2nd attachment, it is the sales order and it even indicated on the first page about the restocking fee for RTA cabinets and on the 19th page, it indicated that "SPECIAL ORDER NON RETURNABLE". I hope this explains our situation and once again, we apologize for any inconveniences endure by our customer. Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the cabinets: in their reply the vendor makes no mention of the fact that it was their employee who ordered a different sized cabinet than the one we wanted. We were also told that about half of the order was in their warehouse because of a cancellation by a previous customer who presumably paid a restocking fee. We did not return anything....we never took delivery. They seem to want to be paid twice. We were never offered a store credit. Until I disputed the charge with American Express they were demanding full payment of the entire order.
The tiles were a special order and as I mentioned in my complaint I am willing to take delivery of them for the price originally agreed upon.
Final Business Response /* (4000, 9, 2014/04/15) */
Hi [redacted], once again we are sorry for your trouble. We have decided to refund you the cancellation fee for the cabinets and someone will be contacting you today regarding that and your tiles. Thank you for your patience.
Final Consumer Response /* (2000, 12, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Due to a death in the family I am out of town and unable to resolve the complaint in person. The company contacted me and said that they would refund the restocking fee. They did note the actual amount. It was difficult to understand the spokesman as he had a strong accent so I intend to visit the store when I return home at the end of the month. I think we will be able to reach a mutual agreement. Thank you for your help.
Initial Business Response /* (1000, 5, 2015/05/01) */
Hi, sorry for the late response to this. Below is the store manager's response to this since he have dealt with the customer.
"On 4/27/15 the customer have already brought back her cabinets to get it refund. I have went over the 50%...
restocking charge and gave her a number of how much she will be getting back with all the cabinets returned. Since the restocking charge was too high the customer refuse to return the cabinets and instead is willing to have Sincere repair/replace the damage pieces for her.
The warehouse guys and I helped her unwrapped all the cabinets to check which one was defective/damage and see if we can repair it for her. To my surprise, all her cabinets were in good condition, there were only some paint issues that was not a big deal because they were being hidden. A few scratches on the inside of the cabinets, which can be retouch. We have split up the good cabinets and the fix cabinets in two piles. However, after checking all of the cabinets, the customer decides she is willing to just take everything back. Sincere offer to provide her with any panels if needed and a touch up [redacted] to help her finish her cabinet installation. A day after, she called and asked about the shelving. She has found another installer to help her put the cabinets together. She has also mentioned that her new installer has not complained about the cabinet condition. In the end, she will be coming in to order her dishwasher and pick up her touch up pen. The case has been resolve when she agreed to take the cabinets back."
In accordance to what he said, this have been resolved with the customer already. Thank you.
Initial Business Response /* (1000, 8, 2014/12/22) */
Hi [redacted], I'm sorry that you felt like you didn't have a good experience with us. I have pulled up order SXXXXXXX and everything was signed. [redacted] vanities are special order and usually take 2 weeks to get because they are built when...
ordered. If you see my attachments, you can see all the initials indicating that the order was confirmed. We do have a policy with no returns on special order items as indicated on the signed return policy that you can also see in the attachment. We have clearly went through the return policy since it was signed. We apologize, but would not be able to refund you.
Thanks.
Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ Hi Mr***, can you please provide your sales order number, so I can look into this matter more? I tried searching your name and your phone number in our system, but could not find anythingThanks ***
Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Dear Mr***, we have written you a letter in September in regards to not being able to refund you fully for the Jenson vanitiesI have attached that letter to this case indicating why as wellWe do still have your cabinets because you refuse to take them backIf you would like to get them back, we would be more than [redacted] to get that arranged for youAs indicated in the letter, these were special order items and there's a no return policy, but we can make an exception this time and refund back your money with a 35% restocking feeThank you Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/21) */ Regarding to Sinceres response, contradictory to their statement I did not receive a letter or any other form of communication from with an offer for settlementI first saw this just recently on the Revdex.com websiteAs I have previously stated, their argument that the cabinets are "custom" and therefore non returnable is not validFurthermore, keeping my money and the cabinets without contacting me for several months is unacceptableTherefore their offer is not acceptable to meI will however accept a refund of $for the cabinets and take the remaining balance of $in the form of a store credit Final Business Response / [redacted] (4000, 14, 2015/01/23) */ Hi, this customer have already filed a Revdex.com complaint before, but it was closedWe have also sent them a letter in September in regards to his caseThis customer is always taking us to small claim courts, which will be held on 1/28/All the documents that I have mentioned are attached as well as all the order acknowledgement clearly stated that special orders are non-returnableI am sorry, but this is really not our faultThank you Final Consumer Response / [redacted] (4200, 18, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are not being truthfulThey claim that the cabinets were special order and no returnThey never expressed that when I purchased the cabinetsThe order form they attached is not the order form that was given too me or haveNote that the order form they attached has no signature by meThat is because they made up this order form after the fact to cover their mistakeIts not even correctIts marked "COD" when in fact I had to prepay almost month in advanceThe signed purchase order I have has no mention of special order or no returnI provided this information to them last summer but did not receive a response They also claim they sent me a letter with a settlement offer in SeptemberThat is not true, I have not had any direct contact with anyone from Sincere since shortly after I returned the cabinetsNot a phone call, letter or anythingNothingJust like the order form, the letter they attached is not realNote that the letter is not on any company letterhead, does not contain my address, any reference to an order number or P.Onor is it even signed by anyone from SincereIts not even a scanned document, its a Word file, as if someone just wrote itWhy? Because they never sent me a letter in the first placeAgain they are trying to cover up their mistakes and keep my money and the cabinets and ignore my request hoping I will go away
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Hi, we have contacted the customer already in regards to this last week and is trying to come up with a solution as soon as we can for her [redacted] , thank you for your patienceI understand your frustration and will try our best to get this resolved as soon as we can Thanks, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are still in the process of finding viable solution at this stageAt least we are making some progress after Sincere appointed another store manager to extend the helpThe response from Sincere after complains filed is p pretty quickUnfortunately was not able to make progress with the original store manager Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Hi we are still currently assisting the customer with this issueThe store manager have called the customer again today and will be working something outWe hope to have this resolved by this weekendThanks [redacted] , thanks again for your patienceI know [redacted] is working [redacted] trying to get this resolved for youThanks ***
Initial Business Response / [redacted] (1000, 5, 2014/04/02) */ Hi, first we apologize for the customer's trouble in the dispute with the credit card and having to contact Revdex.comBut in regards to the complaint, we are just going by the store policyThe customer ordered the cabinets and tiles on 11/5/and came to return them on 11/8/If you look at the Return Policy attached where the stars are indicating, the first star states that "ALL SPECIAL ORDER AND/OR CUSTOMIZED ITEMS **ABSOLUTELY NO RETURN, EXCHANGE, OR ORDER CANCELLATION**The purchase order was placed on the same day that the customer ordered the tiles (11/5) and our tile vendor [redacted] not allowing us to return them as well, so we have to keep the tilesInstead of not letting our customer return the tiles, we just charged 15%As for the 2nd star indicating that "Order Cancellation: RTA Cabinets will have a 15% cancellation fee and Assembled Cabinets will have a 25% cancellation fee of the order amount." The customer ordered RTA cabinets (which means ready to assemble) and we have offered to not charge any restocking fee if she would like store credit, but she have refusedSo instead of charging 15% of what we should have for RTA cabinets, we only charged her 10%We understand the customer's frustration and we are sorry about that, but we do have store policies and we have tried our best to limit the customer's loss as much as we can because we had to endure all the loss with the special order tilesIf you look at the 2nd attachment, it is the sales order and it even indicated on the first page about the restocking fee for RTA cabinets and on the 19th page, it indicated that "SPECIAL ORDER NON RETURNABLE"I hope this explains our situation and once again, we apologize for any inconveniences endure by our customerThanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the cabinets: in their reply the vendor makes no mention of the fact that it was their employee who ordered a different sized cabinet than the one we wantedWe were also told that about half of the order was in their warehouse because of a cancellation by a previous customer who presumably paid a restocking feeWe did not return anything....we never took deliveryThey seem to want to be paid twiceWe were never offered a store creditUntil I disputed the charge with American Express they were demanding full payment of the entire order The tiles were a special order and as I mentioned in my complaint I am willing to take delivery of them for the price originally agreed upon Final Business Response / [redacted] (4000, 9, 2014/04/15) */ Hi ***, once again we are sorry for your troubleWe have decided to refund you the cancellation fee for the cabinets and someone will be contacting you today regarding that and your tilesThank you for your patience Final Consumer Response / [redacted] (2000, 12, 2014/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Due to a death in the family I am out of town and unable to resolve the complaint in personThe company contacted me and said that they would refund the restocking feeThey did note the actual amountIt was difficult to understand the spokesman as he had a strong accent so I intend to visit the store when I return home at the end of the monthI think we will be able to reach a mutual agreementThank you for your help
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ Hi, sorry for the late response to thisBelow is the store manager's response to this since he have dealt with the customer "On 4/27/the customer have already brought back her cabinets to get it refundI have went over the 50% restocking charge and gave her a number of how much she will be getting back with all the cabinets returnedSince the restocking charge was too high the customer refuse to return the cabinets and instead is willing to have Sincere repair/replace the damage pieces for her The warehouse guys and I helped her unwrapped all the cabinets to check which one was defective/damage and see if we can repair it for herTo my surprise, all her cabinets were in good condition, there were only some paint issues that was not a big deal because they were being hiddenA few scratches on the inside of the cabinets, which can be retouchWe have split up the good cabinets and the fix cabinets in two pilesHowever, after checking all of the cabinets, the customer decides she is willing to just take everything backSincere offer to provide her with any panels if needed and a touch up [redacted] to help her finish her cabinet installationA day after, she called and asked about the shelvingShe has found another installer to help her put the cabinets togetherShe has also mentioned that her new installer has not complained about the cabinet conditionIn the end, she will be coming in to order her dishwasher and pick up her touch up penThe case has been resolve when she agreed to take the cabinets back." In accordance to what he said, this have been resolved with the customer alreadyThank you
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi, on 2/10/15, our store manager, *** *** have called *** to explain to her about that granite is a natural stone and there can be many reasons that can cause the granite to crack after installationOn 2/13/2015, Hei called her
contractor, ***, to explainAfter that there were a few more phone calls exchanged between *** and *** tried to explain that we have no responsibility on the granite crack since it's been over months after it was purchased and we did not do the installationAlso, granite have no warrantyWe are sorry that it happened, but we cannot do anything about itThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com and ***
I consulted an attorney about the issue with the defective granite we purchased from Sincere Home Décor
He confirmed that in the state of California, by law every manufactured product comes with a warranty against defective manufacturing, for the reasonably expected length of service of the productWe purchased granite that had been manufacturedit was bullnosed and cut to lengthA reasonably expected length of service for granite goes well beyond a year or two
The contractor who installed the granite will provide a written declaration about the multiple times he has seen Angola Silver Black granite from Sincere Home Décor crack, demonstrating that this is not an isolated incident, but an ongoing issue with a defective product
As I have said in previous correspondence, we would prefer to solve this issue working together with the Revdex.com's helpTo kick off that process, I once again invite you to come see the granite in our house and work with us towards a mutually agreeable solution
If you decide you do not want to work with us to resolve this issue, facilitated by the Revdex.com, we will proceed to file a claim against Sincere Home Decor in small claims court
Sincerely,
*** ***
Final Business Response /* (4000, 15, 2015/04/01) */
Hi, after one of our managers, *** *** and a countertop installer, Mr*** who have over years of experience, have visited Ms*** at her home on 3/23/2015, they have concluded that it was not the material that have caused the problem, but bad installation from her own installerI have attached the report that they have provided for me along with a drawing and some pictures of the countertopDue to us being only the seller of the material and not the installer, we are not responsible for thisThe material was not the problem, but the installationWe did our best to help Ms*** on this, but we believe that she need to contact her contractor to fix the problem, not us
Final Consumer Response /* (4200, 19, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sincere Home Décor,
Thank you for visiting our home on 3/23/We appreciate your time
There were a number of unsettling aspects to your visit and inspection of our granite
* You and your employee chose to speak 100% in Chinese, despite my asking repeatedly to have a conversation in EnglishYou only translated very selected parts of his comments to meThat made it impossible to have any type of true discussion about the issue
* A significant number of your measurements of the levelness of the counter were made with a foot level that you propped up at one end with a pile of napkinsObviously, propping up a level at one end renders the measurements uselessI pointed this out at the time, but you continued to prop up the level in different ways during your measurements
* Sincere's Contractors License has been suspended by the California Contractors State Licensing BoardIt is hard to feel confident about the recommendations provided by a contractor not in good standing with the authorities
As a result of the above, we performed our own measurements of the levelness of the granitePlease see the attached report for detailsThe highlights are:
* The granite is between 1/32nd and 3/64ths out of level in different directions in different placesThat falls well within the Marble Institute's standards for installation(See details in the report.)
* We have attached pictures of the measurements being taken so there can be no question about whether the measurements were performed correctly
Once again, we would like to work with you to have our granite issues resolvedIf we do not hear back from by 4/20/with an actual plan for fixing the issue caused by your sub-standard manufactured granite, we will proceed to file a suit against you in small claims court
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/10/20) */
Hi, we have actually tried out best to resolve this issue with the customer already and have taken care of the issue with changing the doors for her even though we did not think it was our fault due to all the signatures of confirmation
that we haveBelow are the dates and activities and we have also attached all the signatures
1.) XX-XX-XXXX Received "Sincere estimate request from" and schedule kitchen appointment*** shows the color sample of the cabinet style she wanted on her cell phoneContempra Horizontal wood grain/Melamine wood grain texturedWe do not have the sample in our show-room
2.) 08-15-*** provide other company design with handwriting "Wall=Melamine Driftwood" She said she used to like "Driftwood" on the wall but after she spoke to her constructor and familyShe changed her mindShe wanted white color because Driftwood is too busy
3.) XX-XX-XXXX The last appointment and finalizeExplained to her the door style/material/construction and color and *** initial on each item
4.) XX-XX-XXXX Sent e-mail to *** and her constructorIncludes all kitchen drawing/Order Detail/ Kitchen layout and Kitchen ElevationReminded the customer contact us within hours for any kitchen adjustment
5.) XX-XX-XXXX Sent e-mail to *** & her constructor about the drawer box did not come in interior wood finish option because material is melamine even we tried to asked KitchenCraftWhite interior only
6.) 8-29-*** replied by e-mailWhite interior is fine
7.) X-XX-XXXX sent e-mail to ***Contempra Horizontal wood grain/Melamine wood grain textured Tipepool sample arrived and ready for pick up
8.) 10-08-*** calledAll wall cabinet doors are wrong finishShe said she asked for High Gloss White finish not WhiteI explained to ***, the Melamine material never come in High Gloss White finish, it is available in thermofoil material onlyAll documents we received from *** did not show High Gloss white and thermofoil***
9.) 10-08-*** said her constructor told her the interior finish do not match cabinet doors but she said she did not know whyWe had confirm with *** cabinet white interior finish on XX-XX-XXXX before we process the order
10.) XX-XX-XXXX and XX-XX-XXXX: Called customer and left messages for herWe have spoken to our vendor and everything should be taken care of now
Thanks,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the responseI was not able to resolve the situation with Sincere at allThey refused to acknowledge their mistake in ordering the wrong cabinets and would not provide any new cabinets unless I paid for them - periodI then wrote the manufacturer and explained what occurredI showed Kitchen Craft (manufacturer) the same information I provided Sincere - pictures of the cabinets and the previous quote I received from another vendor(The reason I went with Sincere is because they had a sale that month on the Kitchen Craft cabinets.) The manufacturer stepped in and all communication was with them from that point forwardThey told me I no longer had to communicate with Sincere as they would be handling and providing resolution making good on my orderAfter discussing with the manufacture we agreed to new doors as they assured me that the cabinet boxes are the sameCompletely new cabinets for the cabinets with "ends" as well as all new panelsI have not received the reorder yet so we still do not know if the cabinets doors are going to fit the original boxesThis situation has not been resolved until this occurs
Item number above regarding my changing my mind about the cabinet selection is a complete fabricationI knew exactly what I wanted (stressed over and over again regarding the thermafoil high gloss for the top cabinets and tide pool for the bottom) and that is what she told me we were orderingI can provide a list of people who can account for thatAlso, my sister came with me on one of the visits to Sincere and she can verify my cabinet choice as well
Also, I provided signatures on the order confirmation only because the salesperson assured me that this was for the cabinets in the picture (high gloss thermafoil as I repeated over and over again)She struggled with the catalogue and asked for assistance from other staff then she assured me we had the right cabinets
I am hopeful that the cabinet doors fit the original boxes but the resolution is far from perfectThe interior trim on the new cabinets will not match the interior trim on the original boxes we agreed to useWe feel we had to compromise to get something worked out as we have been without a kitchen for weeks! I also can not afford to purchase new cabinetsThis entire experience with Sincere has been very stressful and I am grateful Kitchen Craft forced them to provide resolutionPlease do not close this case until we receive the reorder and able to verify this is a satisfactory resolution
Thank you very much for your attention on this matter
Final Business Response /* (4000, 9, 2014/11/10) */
Hi Ms***, I have talked to *** and she have indicated that she have emailed you on 11/in regards to your replacements statusYour replacements have left the manufacturer on 11/and should arrive in *** this week and you should receive them the next weekPlease understand that it takes awhile for the replacements to get to you because the manufacturer is in the East Coast and they ship everything by truckFor any questions, please reply to the emails that *** have sentShe have also called you, but have not heard anything from youThank you
Initial Business Response /* (1000, 5, 2014/05/02) */
Hi [redacted],
I'm [redacted] from Sincere Home Decor and I would just like to first apologize about this situation and the time that have caused you. Before I can try to resolve this issue, do you mind giving me the order number that this...
order is from? If you do not have it, do you remember which phone number that you have put on file? I tried searching for your full name and the few numbers I see here, but you do not show up in the file. Sorry for the inconveniences, but if you can provide me with the information, that would be great.
Thanks a lot,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The order number is SXXXXXXX and under the name [redacted] Construction INC. Until now there is still no delivery. It has been very difficult to have calls/messages returned from Hai, your manager. We were promised a 30 percent refund for materials which we still do not have along with the remaining 70 percent should the wood not be in stock by 5/31/14. Your prompt attention to this matter is appreciated. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/05/21) */
Hi, I have talked to our store manager, [redacted] and he have informed me that he have talked to [redacted] yesterday (5/20) and have refunded the promised 30% discount ($1172.37). The vendor for the flooring have said they will have the flooring before 5/31 and he will delivery to customer.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
Hi, we have contacted the customer already in regards to this last week and is trying to come up with a solution as soon as we can for her.
[redacted], thank you for your patience. I understand your frustration and will try our best to...
get this resolved as soon as we can.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still in the process of finding viable solution at this stage. At least we are making some progress after Sincere appointed another store manager to extend the help. The response from Sincere after complains filed is p pretty quick. Unfortunately was not able to make progress with the original store manager.
Final Business Response /* (4000, 9, 2015/10/15) */
Hi we are still currently assisting the customer with this issue. The store manager have called the customer again today and will be working something out. We hope to have this resolved by this weekend. Thanks.
[redacted], thanks again for your patience. I know [redacted] is working [redacted] trying to get this resolved for you. Thanks.
[redacted]
Initial Business Response /* (1000, 5, 2014/12/12) */
Dear Mr. [redacted], we have written you a letter in September in regards to not being able to refund you fully for the Jenson vanities. I have attached that letter to this case indicating why as well. We do still have your cabinets because...
you refuse to take them back. If you would like to get them back, we would be more than [redacted] to get that arranged for you. As indicated in the letter, these were special order items and there's a no return policy, but we can make an exception this time and refund back your money with a 35% restocking fee. Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/21) */
Regarding to Sinceres response, contradictory to their statement I did not receive a letter or any other form of communication from with an offer for settlement. I first saw this just recently on the Revdex.com website. As I have previously stated, their argument that the cabinets are "custom" and therefore non returnable is not valid. Furthermore, keeping my money and the cabinets without contacting me for several months is unacceptable. Therefore their offer is not acceptable to me. I will however accept a refund of $1376.73 for the cabinets and take the remaining balance of $622.30 in the form of a store credit.
Final Business Response /* (4000, 14, 2015/01/23) */
Hi, this customer have already filed a Revdex.com complaint before, but it was closed. We have also sent them a letter in September in regards to his case. This customer is always taking us to small claim courts, which will be held on 1/28/2014. All the documents that I have mentioned are attached as well as all the order acknowledgement clearly stated that special orders are non-returnable. I am sorry, but this is really not our fault. Thank you.
Final Consumer Response /* (4200, 18, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people are not being truthful. They claim that the cabinets were special order and no return. They never expressed that when I purchased the cabinets. The order form they attached is not the order form that was given too me or have. Note that the order form they attached has no signature by me. That is because they made up this order form after the fact to cover their mistake. Its not even correct. Its marked "COD" when in fact I had to prepay almost 1 month in advance. The signed purchase order I have has no mention of special order or no return. I provided this information to them last summer but did not receive a response.
They also claim they sent me a letter with a settlement offer in September. That is not true, I have not had any direct contact with anyone from Sincere since shortly after I returned the cabinets. Not a phone call, letter or anything. Nothing. Just like the order form, the letter they attached is not real. Note that the letter is not on any company letterhead, does not contain my address, any reference to an order number or P.O. nor is it even signed by anyone from Sincere. Its not even a scanned document, its a Word file, as if someone just wrote it. Why? Because they never sent me a letter in the first place. Again they are trying to cover up their mistakes and keep my money and the cabinets and ignore my request hoping I will go away.
Initial Business Response /* (1000, 5, 2014/12/15) */
Hi Mr. [redacted], can you please provide your sales order number, so I can look into this matter more? I tried searching your name and your phone number in our system, but could not find anything. Thanks.
[redacted]
Initial Business Response /* (1000, 5, 2014/04/02) */
Hi, first we apologize for the customer's trouble in the dispute with the credit card and having to contact Revdex.com. But in regards to the complaint, we are just going by the store policy. The customer ordered the cabinets and tiles on...
11/5/2013 and came to return them on 11/8/2013. If you look at the Return Policy attached where the 2 stars are indicating, the first star states that "ALL SPECIAL ORDER AND/OR CUSTOMIZED ITEMS **ABSOLUTELY NO RETURN, EXCHANGE, OR ORDER CANCELLATION**. The purchase order was placed on the same day that the customer ordered the tiles (11/5) and our tile vendor [redacted] not allowing us to return them as well, so we have to keep the tiles. Instead of not letting our customer return the tiles, we just charged 15%. As for the 2nd star indicating that "Order Cancellation: RTA Cabinets will have a 15% cancellation fee and Assembled Cabinets will have a 25% cancellation fee of the order amount." The customer ordered RTA cabinets (which means ready to assemble) and we have offered to not charge any restocking fee if she would like store credit, but she have refused. So instead of charging 15% of what we should have for RTA cabinets, we only charged her 10%. We understand the customer's frustration and we are sorry about that, but we do have store policies and we have tried our best to limit the customer's loss as much as we can because we had to endure all the loss with the special order tiles. If you look at the 2nd attachment, it is the sales order and it even indicated on the first page about the restocking fee for RTA cabinets and on the 19th page, it indicated that "SPECIAL ORDER NON RETURNABLE". I hope this explains our situation and once again, we apologize for any inconveniences endure by our customer. Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the cabinets: in their reply the vendor makes no mention of the fact that it was their employee who ordered a different sized cabinet than the one we wanted. We were also told that about half of the order was in their warehouse because of a cancellation by a previous customer who presumably paid a restocking fee. We did not return anything....we never took delivery. They seem to want to be paid twice. We were never offered a store credit. Until I disputed the charge with American Express they were demanding full payment of the entire order.
The tiles were a special order and as I mentioned in my complaint I am willing to take delivery of them for the price originally agreed upon.
Final Business Response /* (4000, 9, 2014/04/15) */
Hi [redacted], once again we are sorry for your trouble. We have decided to refund you the cancellation fee for the cabinets and someone will be contacting you today regarding that and your tiles. Thank you for your patience.
Final Consumer Response /* (2000, 12, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Due to a death in the family I am out of town and unable to resolve the complaint in person. The company contacted me and said that they would refund the restocking fee. They did note the actual amount. It was difficult to understand the spokesman as he had a strong accent so I intend to visit the store when I return home at the end of the month. I think we will be able to reach a mutual agreement. Thank you for your help.
Initial Business Response /* (1000, 5, 2015/05/01) */
Hi, sorry for the late response to this. Below is the store manager's response to this since he have dealt with the customer.
"On 4/27/15 the customer have already brought back her cabinets to get it refund. I have went over the 50%...
restocking charge and gave her a number of how much she will be getting back with all the cabinets returned. Since the restocking charge was too high the customer refuse to return the cabinets and instead is willing to have Sincere repair/replace the damage pieces for her.
The warehouse guys and I helped her unwrapped all the cabinets to check which one was defective/damage and see if we can repair it for her. To my surprise, all her cabinets were in good condition, there were only some paint issues that was not a big deal because they were being hidden. A few scratches on the inside of the cabinets, which can be retouch. We have split up the good cabinets and the fix cabinets in two piles. However, after checking all of the cabinets, the customer decides she is willing to just take everything back. Sincere offer to provide her with any panels if needed and a touch up [redacted] to help her finish her cabinet installation. A day after, she called and asked about the shelving. She has found another installer to help her put the cabinets together. She has also mentioned that her new installer has not complained about the cabinet condition. In the end, she will be coming in to order her dishwasher and pick up her touch up pen. The case has been resolve when she agreed to take the cabinets back."
In accordance to what he said, this have been resolved with the customer already. Thank you.
Initial Business Response /* (1000, 8, 2014/12/22) */
Hi [redacted], I'm sorry that you felt like you didn't have a good experience with us. I have pulled up order SXXXXXXX and everything was signed. [redacted] vanities are special order and usually take 2 weeks to get because they are built when...
ordered. If you see my attachments, you can see all the initials indicating that the order was confirmed. We do have a policy with no returns on special order items as indicated on the signed return policy that you can also see in the attachment. We have clearly went through the return policy since it was signed. We apologize, but would not be able to refund you.
Thanks.