Initial Business Response / [redacted] (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 goodsCredit for returns will be applied to the credit card used for the original orderGoods are to be returned to us FREIGHT PREPAID and will be subject to a 25% handling, inspection and restocking chargeNo credit will be issued on items after 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 friendlyAdvertises as a complete kit, but when you call for assistance, they tell you you need additional partsPoor quality wood split within ten minutes of the start of the installProduct had a low quality feel to itNot 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 / [redacted] (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 companyI 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 partyThey will attack one's character rather than just be accountable for their miscues As I stated previously, I left several messages before November 1stThey intentionally ignored my requests and did not follow through with contacting me to set up the returnI wasn't just going to send it without talking to them firstI also emailed the company and my email went unreturnedI responded to the email they sent me concerning my delivery informationApparently that was a no reply email addressI 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 DepotI didI have never said otherwiseHome Depot was cooperative and allowed me to return the item without any resistanceI am grateful for thatThe item I am holding is unused and is useless without the other itemIt was only available from Johnson Hardware directlyI wish I could have purchased it through Home DepotI would have simply returned it and been on my wayBut the Johnson Hardware rep I called for installation assistance told me my kit from Home Depot was incomplete and I need this additional partWhether or not that is even the truth is another matterEither way, I don't need it and can't use itThe job is complete because I used different products Whether or not I am allowed to return this item is not the issue anymoreI would like the US consumer to know that Johnson Hardware conducts business in this wayThis is how they treat their customers who call to ask for helpYou harvest what you plantYou reap what you sowRegardless of how this plays out from here, Johnson Hardware has revealed to the community their true colors
Initial Business Response / [redacted] (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 goodsCredit for returns will be applied to the credit card used for the original orderGoods are to be returned to us FREIGHT PREPAID and will be subject to a 25% handling, inspection and restocking chargeNo credit will be issued on items after 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 friendlyAdvertises as a complete kit, but when you call for assistance, they tell you you need additional partsPoor quality wood split within ten minutes of the start of the installProduct had a low quality feel to itNot 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 / [redacted] (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 companyI 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 partyThey will attack one's character rather than just be accountable for their miscues As I stated previously, I left several messages before November 1stThey intentionally ignored my requests and did not follow through with contacting me to set up the returnI wasn't just going to send it without talking to them firstI also emailed the company and my email went unreturnedI responded to the email they sent me concerning my delivery informationApparently that was a no reply email addressI 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 DepotI didI have never said otherwiseHome Depot was cooperative and allowed me to return the item without any resistanceI am grateful for thatThe item I am holding is unused and is useless without the other itemIt was only available from Johnson Hardware directlyI wish I could have purchased it through Home DepotI would have simply returned it and been on my wayBut the Johnson Hardware rep I called for installation assistance told me my kit from Home Depot was incomplete and I need this additional partWhether or not that is even the truth is another matterEither way, I don't need it and can't use itThe job is complete because I used different products Whether or not I am allowed to return this item is not the issue anymoreI would like the US consumer to know that Johnson Hardware conducts business in this wayThis is how they treat their customers who call to ask for helpYou harvest what you plantYou reap what you sowRegardless of how this plays out from here, Johnson Hardware has revealed to the community their true colors