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Slackers CDs & Games[redacted]Saint Charles, MO 63303Monday, February 27, 2017Dispute Resolution DepartmentRevdex.comRe: Complaint ID [redacted]Dear Sir or Madam:Before addressing the customer's complaint, some background needs to be established.? The merchandise in...

question is a collection of "Magic: The Gathering" playing cards, not books.? We do offer store credit in exchange for this product, but we reserve the right to "pass" on any potentialtrade, depending on condition and other factors. At no time have we ever stated that we will accept anyand all trade, especially sight-unseen.? The $6.00 and $3.00 amounts referenced in the complaint are the amount of store credit we offer per1000 bulk cards. Our rate was formerly $6.00 per thousand cards, but was reduced to $3.00 per thousandcards last year.? This is not a published or advertised rate. It is an internal policy, and we offer it when a customer wantsto trade in a large amount of cards.? Our rates for single cards or small numbers of cards vary, depending on the value of the individual cards.The $3.00 per 1000 cards rate only applies to bulk trades where the customer is agreeable to the bulkrate rather than sorting out potentially more valuable cards.Regarding this incident, the customer contacted several of our stores, expressing interest in trading in an unspecified butlarge number of cards, and was quoted our current rate of $3.00 per thousand cards. When she contacted the Mid RiversMall location, an employee incorrectly quoted her the old rate. This was an error on our part, and we make every effort tobe helpful and accommodating to our customers when something like this happens. However, the customer was given ourcorrect bulk rate by at least two stores, and an incorrect rate by one store. No promises were made that we would accepther merchandise at all, since we had not even seen it.So with no guarantee in place, conflicting trade estimates from multiple stores, and no advance notice of any kind, thecustomer arrived at our [redacted] location on January 30th with eighty thousand cards in tow, expecting $6.00 instore credit per thousand cards ($480.00 total), and requesting a dolly to wheel her collection in from her car.Two things need to be mentioned here. First, we do not have a pressing need for 80,000 "Magic: The Gathering" cards atthis time. We are well-stocked, and a collection of that size takes a lot of time to sort, and eats up a lot of space. Second,our [redacted] location is not a short trip from the main mall entrance, but does have a much more cart-friendly rearentrance for bringing in merchandise and deliveries, which we use whenever possible rather than carting things throughthe mall.We informed the customer of these things and suggested that it would be much easier all around if she were to visit one ofour other stores, such as our O'Fallon or St. Charles locations, where there is better access and more space for our staff toinspect her merchandise. We also apologized for giving her incorrect information over the phone, and indicated we wouldstill be willing to work with her if she still wanted to trade. She became indignant, saying she had driven far out of her wayto visit the [redacted] location. It was only after she had left that we learned that our other stores had offered her thecorrect $3.00 rate, which would explain why she had made the trip specifically to the [redacted] location, and becamemore than understandably upset at the suggestion of visiting another store. At the time, we simply tried to accommodateher as best we could. We instructed her where to park her car so that we could send an employee out with a cart to bringin her cards.While she relocated her car, the trade estimate was discussed internally, and it was determined that we just do not needan 80,000 card collection badly enough at this time to pay double rate for it and then sort out the logistics of storing it in amall location, then moving it to our warehouse and storing it there. When she returned, we apologized again for theconfusion, and informed her that we would either have to pass on this trade or offer a lower rate than the incorrect $6.00per thousand cards. We also let her know that if she still wanted to move forward, we would cart everything in for her. Atthis point she became irate, and left the store while shouting at the staff. That was the last we heard from her until wereceived your letter.As far as resolving this complaint, we already apologized during the customer's visit for erroneously giving an outdatedtrade rate. When we attempted to reach an agreeable resolution, she shouted at our staff and left. We have addressed thisissue with the staff so that everyone is up to date on our rates, in an effort to avoid repeating the error.As for honoring the old $6.00 per thousand card rate, unfortunately we still have to pass on purchasing those goods at thatprice at this time. The best rate we could offer for a collection of that size would be $4.00 per thousand cards, and thisassumes that they are in good condition and can be brought to a location with more room to inspect them. We still havenot physically seen this collection. It could be pristine, or it could be recovered from flood damage. Until we actually lookat the cards, we can only offer an estimate. We may still have to pass on them. But if the customer is still interested intrading them for store credit, then we are still willing to have a look at the collection.Thank You,Slackers CDs & Games

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Address: 2432 West Clay St, Saint Charles, Missouri, United States, 63301

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