a
customer is simple. Upon entering our store, we require customers wishing to
sell to us to sign in at our "Buy Counter." A clipboard with the registration sheet is provided on that counter
(see photo 1). It sits alongside a sign taped to the top of the counter that
clearly states our Buy Policy (see photos 1 and 2). We also explain the process
and policy to customers verbally when they come in, especially if they are new
to the way it works.
When we wish to purchase items from a
customer, we offer them a price for those items. We either return the unwanted
items, or offer to donate them to a local organization on his/her behalf. It is
clearly stated in four different places that items left past the end of the
business day will be donated to the charity of our choice. Four signs posted
clearly on our counter/wall, and one (that actually gives them 24 hours) listed
directly beneath the customer's signature on our buy sign-in sheet. Photos 3,
4, and 5 show where and how clearly the additional signs are posted in our Buy
Counter area.
We have a Donation Rotation where the various
organizations from the Speedway and Indianapolis area come in to pick up items
on a rotating basis. It is managed by one of our office staff, not our manager.
Some of these organizations share what they are given by us with OTHER
charities, depending on the materials and age appropriateness of the items.
Donations are picked up by these charities on a daily basis and it keeps them
quite busy. We donate items daily because 1) we have that many items to share
and 2) because we have very limited space in our backroom where the Donation
items are kept until pick up.
In the specific case of
this customer: we did some research. We made a copy of her Buy Sheet for your
records (see photo 6). It plainly
shows the date she submitted her items to our store: 6/26/14. She filled out
the needed information in her own
handwriting and then signed it. Just below her signature is the policy regarding
items left in our possession.
Our manager called and left a message for the
customer on the day she brought in her items. [redacted] (manager) also documented
(also on photo 6) the time she called, showing us that there were still two
hours before we closed that evening that the customer could come into the store
to complete her buy process. Even though we do not have the space to keep
customer's items for long periods of time (hence, the reason behind the policy
limitations), the staff left the unclaimed items behind our counter for several
days.
On July 2, 2014, a full six days later, our
manager followed policy and mailed the customer a check for the items we wanted
to purchase (see photo
7). The remainder of the items were put in our donate area in the back room. We
then felt the matter was closed. It was shortly thereafter that the customer
came into the store very unsatisfied with her experience. [redacted] explained the
situation and our policies again, but the customer was not accepting any
responsibility on her part and disregarded any of our attempts to explain
ourselves. Apparently, she then filed her grievance with you.
We are always striving to improve our
customer service and business skills and welcome opportunities to grow in our
weak areas. We do not feel that four signs, a verbal explanation prior AND afterwards, a notice on our document, and a phone call message to remind the
customer show a lack of concern for her items or her personally. We feel that
we have done everything possible to resolve the situation. Tracking down her
items by the time she returned to the store simply was not an option due our
donations going to non-profit organizations that are distributed among our
community.
We hope this information has been helpful to
you in regards to our policy, our procedures, and our documents. We know the
"burden of proof" falls on us, so please let us know if there is
anything further we can do to assist you in this matter.
Sincerely, [redacted] Owner, Speedway
Once Upon A Child [email protected]
Our procedure for buying items from...
a
customer is simple. Upon entering our store, we require customers wishing to
sell to us to sign in at our "Buy Counter." A clipboard with the registration sheet is provided on that counter
(see photo 1). It sits alongside a sign taped to the top of the counter that
clearly states our Buy Policy (see photos 1 and 2). We also explain the process
and policy to customers verbally when they come in, especially if they are new
to the way it works.
When we wish to purchase items from a
customer, we offer them a price for those items. We either return the unwanted
items, or offer to donate them to a local organization on his/her behalf. It is
clearly stated in four different places that items left past the end of the
business day will be donated to the charity of our choice. Four signs posted
clearly on our counter/wall, and one (that actually gives them 24 hours) listed
directly beneath the customer's signature on our buy sign-in sheet. Photos 3,
4, and 5 show where and how clearly the additional signs are posted in our Buy
Counter area.
We have a Donation Rotation where the various
organizations from the Speedway and Indianapolis area come in to pick up items
on a rotating basis. It is managed by one of our office staff, not our manager.
Some of these organizations share what they are given by us with OTHER
charities, depending on the materials and age appropriateness of the items.
Donations are picked up by these charities on a daily basis and it keeps them
quite busy. We donate items daily because 1) we have that many items to share
and 2) because we have very limited space in our backroom where the Donation
items are kept until pick up.
In the specific case of
this customer: we did some research. We made a copy of her Buy Sheet for your
records (see photo 6). It plainly
shows the date she submitted her items to our store: 6/26/14. She filled out
the needed information in her own
handwriting and then signed it. Just below her signature is the policy regarding
items left in our possession.
Our manager called and left a message for the
customer on the day she brought in her items. [redacted] (manager) also documented
(also on photo 6) the time she called, showing us that there were still two
hours before we closed that evening that the customer could come into the store
to complete her buy process. Even though we do not have the space to keep
customer's items for long periods of time (hence, the reason behind the policy
limitations), the staff left the unclaimed items behind our counter for several
days.
On July 2, 2014, a full six days later, our
manager followed policy and mailed the customer a check for the items we wanted
to purchase (see photo
7). The remainder of the items were put in our donate area in the back room. We
then felt the matter was closed. It was shortly thereafter that the customer
came into the store very unsatisfied with her experience. [redacted] explained the
situation and our policies again, but the customer was not accepting any
responsibility on her part and disregarded any of our attempts to explain
ourselves. Apparently, she then filed her grievance with you.
We are always striving to improve our
customer service and business skills and welcome opportunities to grow in our
weak areas. We do not feel that four signs, a verbal explanation prior AND afterwards, a notice on our document, and a phone call message to remind the
customer show a lack of concern for her items or her personally. We feel that
we have done everything possible to resolve the situation. Tracking down her
items by the time she returned to the store simply was not an option due our
donations going to non-profit organizations that are distributed among our
community.
We hope this information has been helpful to
you in regards to our policy, our procedures, and our documents. We know the
"burden of proof" falls on us, so please let us know if there is
anything further we can do to assist you in this matter.
Sincerely, [redacted] Owner, Speedway
Once Upon A Child
[email protected]