Small Engine Services

December 3, 2015Re: ID # [redacted] Dear Ms [redacted] ,Ms [redacted] ordered software for her sewing machine in Luke's Elsmere, KY location on November 21, She was informed of Luke's No Refund Policy before purchasing and accepted the terms by signing the invoice at the "No Cash Refunds" location on the invoice.Our software specialist took the time to determine which software module would best suite Ms [redacted] 's needs and facilitated financing through a Finance Company Additionally, we agreed to offer free support for Ms [redacted] 's computer [redacted] Sewing Machine that was purchased from another dealer The product was ordered and our staff remains available for software support by appointment as needed.Please see a copy of the sales invoice where Ms [redacted] signed and agreet to "No Cash Refund."Thank you for your involvement in this matter.Sincerely,Nick L [redacted] Owner, General Manager(Original copy attached)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please note that I was not advised of the No Refund policy before making this purchase and I have a witness to this.  I was not advised of this fact until I called them on the next business day.  I do agree that it was printed on the receipt, of which I did not see until after I made the phone call (which is entirely my fault for not reviewing).  If I had been advised verbally, I may not have made the initial purchase.  Thank you
[redacted]

December 3, 2015Re: ID #[redacted]Dear Ms. [redacted],Ms. [redacted] ordered software for her sewing machine in Luke's Elsmere, KY location on November 21, 2015.  She was informed of Luke's No Refund Policy before purchasing and accepted the terms by signing the invoice at the "No Cash Refunds"...

location on the invoice.Our software specialist took the time to determine which software module would best suite Ms. [redacted]'s needs and facilitated financing through a Finance Company.  Additionally, we agreed to offer free support for Ms. [redacted]'s computer [redacted] Sewing Machine that was purchased from another dealer.  The product was ordered and our staff remains available for software support by appointment as needed.Please see a copy of the sales invoice where Ms. [redacted] signed and agreet to "No Cash Refund."Thank you for your involvement in this matter.Sincerely,Nick L[redacted]Owner, General Manager(Original copy attached)

After attending an Embroidery Class Event that featured Multi Needle Embroidery on the Elna 940, Ms. [redacted] came in to our Elsmere KY store and asked to buy a 940 for the special event price of $6000. plus tax, inclusive of hundreds of dollars’ worth of free thread and a free cabinet.Margaret told her...

NO! Margaret reminded [redacted] of the last time she purchased an embroidery machine and later insisted on a refund. Because [redacted] is a long time customer, we have previously granted her a refund on an earlier purchase due to her and her husband’s insistence.[redacted] insisted on buying the 940 at the special offer price with the free bonus items. Margaret explained to [redacted] she could not get a refund again and urged [redacted] to discuss the purchase with her husband before buying. [redacted] said she had her own money and insisted on buying. She verbally agreed to the layaway terms and signed the no refund clause at the bottom of the receipt (please see copy of sales invoice).It is our established policy, No Cash Refunds – Merchandise Credit Only. We have agreed to honor a merchandise credit for the money spent on the layaway (please see letter from [redacted] requesting her husband be permitted to use the Credit).[redacted] is a valued customer and friend of our Luke’s staff. However, we cannot operate our business successfully when violating our policy by granting refunds on purchases and layaways of high end merchandise.Thank you for your interest in this matter.Sincerely,[redacted] Owner/General Mgr