Stephenson Disability Services, Inc.

Initial Business Response /* (1000, 5, 2015/11/24) */
Contact Name and Title: Stephen [redacted] V.P.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@johnsonhardware.com
Following is our return policy, he had to agree to it before he could check out and give us his credit card...

information.
All goods being returned for credit MUST have prior written authorization that specifies the exact items being returned, quantities involved and the condition of goods. Credit for returns will be applied to the credit card used for the original order. Goods are to be returned to us FREIGHT PREPAID and will be subject to a 25% handling, inspection and restocking charge. No credit will be issued on items
after 60 days from purchase date.
Order was shipped on September 3, 2015, he contacted us
November 13th by leaving a voice mail after 5:00PM when we were closed.
He is correct, I told him if he had called before November 13, our people would have returned his call.
Following is what he told Home Depot;
The difficult to install design was not user friendly. Advertises as a complete kit, but when you call for assistance, they tell you you need additional parts. Poor quality wood split within ten minutes of the start of the install. Product had a low quality feel to it. Not convinced it would have been functional long term.
Please notice in his complaint to you, he says:
"I had a change in plans and went with a different style of door and door assembly."
You be the judge of his character.
OFFER:
Nothing
Initial Consumer Rebuttal /* (3000, 7, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"You be the judge of his character"
I am having a hard time finding the correlation between my character and my experience with this company. I would say that attacking my character as I try to sort out a shady transaction only further proves my point that this company is the guilty party. They will attack one's character rather than just be accountable for their miscues.
As I stated previously, I left several messages before November 1st. They intentionally ignored my requests and did not follow through with contacting me to set up the return. I wasn't just going to send it without talking to them first. I also emailed the company and my email went unreturned. I responded to the email they sent me concerning my delivery information. Apparently that was a no reply email address. I am concerned with the state of business affairs in this community when a big company tries to behave this way over a minor transaction.
They bring up that I returned my Johnson Hardware item I bought from Home Depot. I did. I have never said otherwise. Home Depot was cooperative and allowed me to return the item without any resistance. I am grateful for that. The item I am holding is unused and is useless without the other item. It was only available from Johnson Hardware directly. I wish I could have purchased it through Home Depot. I would have simply returned it and been on my way. But the Johnson Hardware rep I called for installation assistance told me my kit from Home Depot was incomplete and I need this additional part. Whether or not that is even the truth is another matter. Either way, I don't need it and can't use it. The job is complete because I used different products.
Whether or not I am allowed to return this item is not the issue anymore. I would like the US consumer to know that Johnson Hardware conducts business in this way. This is how they treat their customers who call to ask for help. You harvest what you plant. You reap what you sow. Regardless of how this plays out from here, Johnson Hardware has revealed to the community their true colors.