St Elias Mini Market

[If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted]

Thursday, August 20,2015Dear Revdex.com team members,I am [redacted] writing this response on behalf of my wife, [redacted] , and myself to respond to the complaint # [redacted] filed by Ms [redacted] about St Elias Mini Market.Ms [redacted] has been a customer at our store since (the year we opened the store)She has been a regular and trusted customer at the storeWe have given her credit several times by allowing her to buy her merchandise and pay later, after several daysUnfortunately, a recent misunderstanding has led to a conflict between us and probably resulted in her submitting such a complaint However, I am willing to respond to Ms [redacted] and to the Revdex.com as I trust the BB’s vision and I owe my ex-customer a clear explanation away from any tension or offenseI am looking forward to gaining Ms [redacted] trust again and explaining the issue to the Revdex.com team clearly I will answer each part of Ms [redacted] letter separately“I went to StElias on 8/7/to purchase two packs of cigarettesI then handed my debit card to one of the owners she proceeded to swipe my card press debit the put in the amount of $17.00, I then put in my pin number and pressed the OK button as I waited the owner realized the machine was acting funny and proceeded to press all the buttons.”Ms [redacted] narration of events and the mentioned date are trueHowever, she has missed few important details clarified belowAfter my wife swiped the card and Ms [redacted] entered her pin number and pressed OK, we received a phone call on the same phone number connected to the credit/ debit card machineMy wife did not answer the phone hoping for the transaction to get completedUnfortunately, the transaction failed, and the transaction was declinedThe word ‘declined’ appeared on the machine’s screenMy wife showed Ms [redacted] the word ‘declined’ on the screen and asked her to try again by re-entering her pin number, but Ms [redacted] accused her of trying to charge her twiceMy wife tried to explain that at times this might happen if the account is empty or if the transaction was not completed, but Ms [redacted] refused to listenMy wife was upset and tensed as we always try our best to serve our customers and meet their expectationsTherefore, my wife was trying to press all buttons to get a receipt for Ms [redacted] that shows that it is voidUnfortunately, the machine didn’t even print out a receipt“Finally she called her husband over and he proceeded to start the machine over again and a receipt came out and he said see it didn’t take your money you didn’t put in your pin number and I told him yes I didI then went over to the their ATM machine to check my balance and just as I thought the money was debited from my card and I tried explaining this to him and his wife and he said no it’s not on the receipt and I said that’s because your machine screwed up and my account says $was takenHis wife then told me to go home and call my card and as I left her husband said if you show me proof I will give you double your money.”After trying to explain that the transaction was not completed and declined and after Ms [redacted] refusal to re-enter her pin number and try once more, my wife called me for two reasonsFirst, she was really nervous and upset for not being able to smoothly serve our customer, and thus, needed my help Second, my wife wanted me to restart the machine and get the credit/debit card machine’s report that shows all the transactions made on this dayI printed out the report and showed Ms [redacted] that the money has not been transferred to Stelias Mini Market account Kindly find an attached copy of this report which shows that on August seventh the amount of $was not transferred to Stelias Minimarket.(The pdf file is called:'report printed for Ms [redacted] ' as I printed this report at 13:as you can see when she was at our store.)Ms [redacted] had a pre-thought that we were trying to rip her off and she deliberately showed it in her offensive reaction when asked to re-enter the pin numberI tried again and asked her to re-enter her pin number, and she refused againShe went to the ATM machine and realized that $dollars were takenShe explained this to me, but I tried to explain that her bank will show that money was taken, but after some time, the money will go back into her account as the transaction was not completed and interruptedBut she refused to comprehend this and started accusing my wife and I of trying to rip her offWe tried to explain that she has been our customer for ten years and we have trusted her by giving her credit and why would we rip herThis is not our ethics and the way we treat others in general and customers specificallyWe have been in the market and none of our customers has had any complaint about usInstead, people come to our store for our welcoming and helpful attitudeMy wife asked her to call the bank as we were sure that the transaction was not completed and I promised her to pay her double if she showed me a proofThis shows that we are confident and trustworthy and wanted her to trust our word as we trusted her.“At this point I was very upset because not only was money taken out of card I also was not able to take my merchandiseSo I went home and brought up my account online and there it was in black and white the $charge with the date and there stores name, so I went back to show him the proof and he would not hear or read anything I was saying to him I tried showing him my account on my phone that the money was taken he said no no no I am no thief and then called me names in front of other customers as I was standing there in tears.”As Ms [redacted] left, my wife and I were very offended and upset as we were not able to properly communicate with our customer and deliver our message Therefore I went to the bank from which I’ve got the credit/ debit card machine and consulted the vice presidentThe vice president affirmed that the daily report will include all the transactions performed daily.So when Ms [redacted] came in again and tried to show me her account details, I told her that I trust her bank but she has to trust my bank tooI tried to show her that the daily report doesn’t show that the $was transferred into my accountShe argued with me and accused us of trying to rip her off and she clearly stated that in front of all customersI tried to explain that I am not a thief and I do not rob my customersShe refused to even look at the report and insisted that I have to look at her bank account details on the phoneI asked her to get a printed invoice from the bank and not this online invoice which was claimed a few minutes after the transactionShe refused and insisted that this is all what the bank can give her.My wife and I were really upsetI do not want to be idealistic, but if she had been less offensive, I would have given her the merchandise and asked her to pay later after she makes sure that the money was not takenHowever, I was challenged and offended by her rejection and refusal to trust us after ten years of dealing with usWe were and we are still offended by her claim of us trying to take her money.“A business man happened to be there doing business with the store and heard what was going on he came and looked at the phone and tried telling both of the owners that the money was taken but they wouldn’t listen to nothing I was then called more names told to leave the store and that they we’re calling the police on me.”It is a true that a business man was there and interfered and offered to give Ms [redacted] $The business man who happened to be there and who knew my wife and me thoroughly suggested that we pay the money to avoid headache and problems and keep our customer satisfiedHe knew that were not stingy and we would do not care giving her the $dollars to avoid problemsHowever, we insisted that it is a matter of ethics and not matter of moneyWe asked Ms [redacted] to leave the store as her behavior was inappropriate and she was trying to show that we were “taking her money by force”One more event Ms [redacted] did not mention related to this issue is that the second day a guy, who is also a customer at our store, came in on behalf of Ms [redacted] and tried to investigate about the issueWe explained what has happened and he showed my wife and I the bank receipt on the phone which Ms [redacted] presented a day beforeWe calmly explained to him that we trusted him and Ms [redacted] and her bank, but we also trusted our bankWe just asked him to tell Ms [redacted] to get a printed detailed invoice and/ or to wait until she gets her monthly detailed invoiceThe guy said this is ridiculous, he called us names, and cursed usAt that point, we had to call the police as the situation was threateningThe police arrived after he left and told us to call them if Ms [redacted] or any other guy came in discussing the same issue.“It should have been $but they charge you to swipe your credit card if you buy cigarettesI have been going here since now I’m afraid to ever go there.”It is true we charge extra when a customer uses his/her credit card, but we already tell our customers this conditionWe do not do this without the customers’ knowledge and approvalMs [redacted] already knew our condition and approved to buy using her credit cardIt is our legal right to charge the customer what the bank charges us On the other hand, Ms [redacted] does not have to be afraid to come to our storeShe is more than welcomedWe are more than willing to serve her once she trusts us again and we will pay her back the money if her credit card monthly invoice shows that $were transferred to St Elias Mini Market account.Sorry for any inconvenience and kindly find attached the daily credit/debit card machine' reports on August 7, which shows that a $dollar transaction does not exist on that dayI have attached pdfs , the first one shows the report printed when Ms [redacted] was at our store and the other two pdfs are the first and second parts of the report printed at the end of the day.Please note that I will mail this same response to you and provide you with copies of the daily reports tooThe original ones are present with me and we can come to your office and present themPlease note that I have received your complaint today.Sincerely, [redacted] and [redacted] Owners of St Elias Mini Market [redacted]

Thursday, August 20,2015Dear Revdex.com team members,I am...

[redacted]  writing this response on behalf of my wife, [redacted], and myself to respond to the complaint # [redacted] filed by Ms. [redacted] about St Elias Mini Market.Ms. [redacted] has been a customer at our store since 2005 (the year we opened the store). She has been a regular and trusted customer at the store. We have given her credit several times by allowing her to buy her merchandise and pay later, after several days. Unfortunately, a recent misunderstanding has led to a conflict between us and probably resulted in her submitting such a complaint.  However, I am willing to respond to Ms. [redacted] and to the Revdex.com as I trust the BB’s vision and I owe my ex-customer a clear explanation away from any tension or offense. I am looking forward to gaining Ms. [redacted] trust again and explaining the issue to the Revdex.com team clearly.  I will answer each part of Ms. [redacted] letter separately. “I went to St. Elias on 8/7/2015 to purchase two packs of cigarettes. I then handed my debit card to one of the owners she proceeded to swipe my card press debit the put in the amount of $17.00, I then put in my pin number and pressed the OK button as I waited the owner realized the machine was acting funny and proceeded to press all the buttons.”Ms. [redacted] narration of events and the mentioned date are true. However, she has missed few important details clarified below. After my wife swiped the card and Ms. [redacted] entered her pin number and pressed OK, we received a phone call on the same phone number connected to the credit/ debit card machine. My wife did not answer the phone hoping for the transaction to get completed. Unfortunately, the transaction failed, and the transaction was declined. The word ‘declined’ appeared on the machine’s screen. My wife showed Ms. [redacted] the word ‘declined’ on the screen and asked her to try again by re-entering her pin number, but Ms. [redacted] accused her of trying to charge her twice. My wife tried to explain that at times this might happen if the account is empty or if the transaction was not completed, but Ms. [redacted] refused to listen. My wife was upset and tensed as we always try our best to serve our customers and meet their expectations. Therefore, my wife was trying to press all buttons to get a receipt for Ms. [redacted] that shows that it is void. Unfortunately, the machine didn’t even print out a receipt. “Finally she called her husband over and he proceeded to start the machine over again and a receipt came out and he said see it didn’t take your money you didn’t put in your pin number and I told him yes I did. I then went over to the their ATM machine to check my balance and just as I thought the money was debited from my card and I tried explaining this to him and his wife and he said no it’s not on the receipt and I said that’s because your machine screwed up and my account says $17.00 was taken. His wife then told me to go home and call my card and as I left her husband said if you show me proof I will give you double your money.”After trying to explain that the transaction was not completed and declined and after Ms. [redacted] refusal to re-enter her pin number and try once more, my wife called me for two reasons. First, she was really nervous and upset for not being able to smoothly serve our customer, and thus, needed my help.  Second, my wife wanted me to restart the machine and get the credit/debit card machine’s report that shows all the transactions made on this day. I printed out the report and showed Ms. [redacted] that the money has not been transferred to Stelias Mini Market account.         Kindly find an attached copy of this report which shows that on August seventh the amount of $17.00 was not transferred to Stelias Minimarket.(The pdf file is called:'report printed for Ms. [redacted]' as I printed this report at 13:39 as you can see when she was at our store.)Ms. [redacted] had a pre-thought that we were trying to rip her off and she deliberately showed it in her offensive reaction when asked to re-enter the pin number. I tried again and asked her to re-enter her pin number, and she refused again. She went to the ATM machine and realized that $17 dollars were taken. She explained this to me, but I tried to explain that her bank will show that money was taken, but after some time, the money will go back into her account as the transaction was not completed and interrupted. But she refused to comprehend this and started accusing my wife and I of trying to rip her off. We tried to explain that she has been our customer for ten years and we have trusted her by giving her credit and why would we rip her. This is not our ethics and the way we treat others in general and customers specifically. We have been in the market and none of our customers has had any complaint about us. Instead, people come to our store for our welcoming and helpful attitude. My wife asked her to call the bank as we were sure that the transaction was not completed and I promised her to pay her double if she showed me a proof. This shows that we are confident and trustworthy and wanted her to trust our word as we trusted her.“At this point I was very upset because not only was money taken out of card I also was not able to take my merchandise. So I went home and brought up my account online and there it was in black and white the $17.00 charge with the date and there stores name, so I went back to show him the proof and he would not hear or read anything I was saying to him I tried showing him my account on my phone that the money was taken he said no no no I am no thief and then called me names in front of other customers as I was standing there in tears.”As Ms. [redacted] left, my wife and I were very offended and upset as we were not able to properly communicate with our customer and deliver our message.  Therefore I went to the bank from which I’ve got the credit/ debit card machine and consulted the vice president. The vice president affirmed that the daily report will include all the transactions performed daily.So when Ms. [redacted] came in again and tried to show me her account details, I told her that I trust her bank but she has to trust my bank too. I tried to show her that the daily report doesn’t show that the $17.00 was transferred into my account. She argued with me and accused us of trying to rip her off and she clearly stated that in front of all customers. I tried to explain that I am not a thief and I do not rob my customers. She refused to even look at the report and insisted that I have to look at her bank account details on the phone. I asked her to get a printed invoice from the bank and not this online invoice which was claimed a few minutes after the transaction. She refused and insisted that this is all what the bank can give her.My wife and I were really upset. I do not want to be idealistic, but if she had been less offensive, I would have given her the merchandise and asked her to pay later after she makes sure that the money was not taken. However, I was challenged and offended by her rejection and refusal to trust us after ten years of dealing with us. We were and we are still offended by her claim of us trying to take her money.“A business man happened to be there doing business with the store and heard what was going on he came and looked at the phone and tried telling both of the owners that the money was taken but they wouldn’t listen to nothing I was then called more names told to leave the store and that they we’re calling the police on me.”It is a true that a business man was there and interfered and offered to give Ms. [redacted] $20. The business man who happened to be there and who knew my wife and me thoroughly suggested that we pay the money to avoid headache and problems and keep our customer satisfied. He knew that were not stingy and we would do not care giving her the $17 dollars to avoid problems. However, we insisted that it is a matter of ethics and not matter of money. We asked Ms. [redacted] to leave the store as her behavior was inappropriate and she was trying to show that we were “taking her money by force”. One more event Ms. [redacted] did not mention related to this issue is that the second day a guy, who is also a customer at our store, came in on behalf of Ms. [redacted] and tried to investigate about the issue. We explained what has happened and he showed my wife and I the bank receipt on the phone which Ms. [redacted] presented a day before. We calmly explained to him that we trusted him and Ms. [redacted] and her bank, but we also trusted our bank. We just asked him to tell Ms. [redacted] to get a printed detailed invoice and/ or to wait until she gets her monthly detailed invoice. The guy said this is ridiculous, he called us names, and cursed us. At that point, we had to call the police as the situation was threatening. The police arrived after he left and told us to call them if Ms. [redacted] or any other guy came in discussing the same issue.“It should have been $15 but they charge you to swipe your credit card if you buy cigarettes. I have been going here since 2005 now I’m afraid to ever go there.”It is true we charge extra when a customer uses his/her credit card, but we already tell our customers this condition. We do not do this without the customers’ knowledge and approval. Ms. [redacted] already knew our condition and approved to buy using her credit card. It is our legal right to charge the customer what the bank charges us.  On the other hand, Ms. [redacted] does not have to be afraid to come to our store. She is more than welcomed. We are more than willing to serve her once she trusts us again and we will pay her back the money if her credit card monthly invoice  shows that $17 were transferred to St Elias Mini Market account.Sorry for any inconvenience and kindly find attached the daily credit/debit card machine' reports on August 7, 2015 which shows that a $17 dollar transaction does not exist on that day. I have attached 3 pdfs , the first one shows the report printed when Ms. [redacted] was at our store and the other two pdfs are the first and second parts of the report printed at the end of the day.Please note that I will mail this same response to you and provide you with copies of the daily reports too. The original ones are present with me and we can come to your office and present them. Please note that I have received your complaint today.Sincerely,[redacted] and [redacted]Owners of St Elias Mini Market[redacted]

[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]