I have included the following data for review.• My personal log of the conversation with the customer minutes after he hung up on me on 11/10/14.• A snap shot of what our website shopping cart looks like when customers click on our rental agreement so you can see the actual "tick box" that we require customers to clickIt says "agree to the terms & conditions ofthis sale".• Full copy of our rental terms and conditions printed from our website.• Zoomed in copy of our rental terms and conditions focusing on the topic at hand (for easier reading).• Fed Ex Tracking info so we can all see when it arrived to his location.• A snap shot of the actual online order.• Time line of events.There are many reasons why we are choosing to not refund this particular chargeOne reason in particular really stands out as being the main reason.We've been renting Scottish kilts for over years and our customer base is outstandingOur customers do make mistakes when it comes to measuring themselves and sizing themselvesMy awesome team of employees also make mistakesI have made plenty of mistakes that have cost my company moneyThe thing that my team & I really take pride in is fixing the mistakes before the "big day" regardless of who made the mistake, we will fix itThat ultimately is the reason why we want our kilt tuxedos to land on the customer's doorstep early so they can try it on and let us know if there are sizing issuesThe kilt rental in this case landed on the his doorstep a whole week before his eventdays to be exact.At this day & age with Fed Ex & their reliable force of Boeing jets, we can ship product of almost any type to almost anywhere OVERNIGHT! It's mind blowing what humans have accomplished in the past years.The customer in this case mentioned to me that he did not even try on the jacket, vest,tux shirt, shoes, etcthat were in the boxHe said that he only tried on the kilt and when he realized it felt too big on him, he basically boxed it up right away with intension to return and demand a refund Every single week, we get calls from customers who received their tuxedo over the weekend and said that the shoes were too tight or the jacket sleeves were too long95% of our customers have not stepped foot inside our retail store in [redacted] so there is always room for error when you are ordering formal wear online without trying it on first.After calling the customer right away on rv1onday & hearing his issue, I offered to send him a new kilt (overnight) in a smaller waist size that would fit betterThe customer refused my offer and basically said he doesn't trust that the second kilt would fit him and said there was no timeHe then hung up on meThis conversation took place on Monday afternoon and his formal event was on Saturday night.The customer clicked "Iagree" to our rental agreement that says we offer no refunds on cancelled rentalsThis is a cancelled rental so it falls under the "no refund" categoryLike a cancelled hotel room or an airplane ticket that is non refundableOur rentals are also non-refundable once they have shipped out.I will finish with an analogyThe Holiday Season is my favoriteLet's say someone was going to the Thanksgiving Day Parade in [redacted] and they wanted to rent a really nice $camera lens so they could get some super zoom shotsThey go online/ rent a super zoom [redacted] ***/ it arrives days before their eventThey open up the box and suddenly realize that they actually own a [redacted] camera body and that the [redacted] they ordered will not fitBLAST! A phone call is made to the camera store on Sunday while they are closed and a message is left demanding a refund.The camera rental shop calls the customer back on Monday after they open and promises to overnight the correct [redacted] super zoom lens (remember the customer owns a [redacted] camera)The shop assures the customer that he will receive it in time for his airplane flight to [redacted] on ThursdayThe customer then tells the camera shop that their offer to fix the issue is no good because he don't trust that the [redacted] lens they are offering to send will fit the camera body and proceeds to hang upThat fabricated story is pretty much what has happened here
I have included the following data for review.• My personal log of the conversation with the customer minutes after he hung up on me on 11/10/14.• A snap shot of what our website shopping cart looks like when...
customers click on our rental agreement so you can see the actual "tick box" that we require customers to click. It says "agree to the terms & conditions ofthis sale".• Full copy of our rental terms and conditions printed from our website.• Zoomed in copy of our rental terms and conditions focusing on the topic at hand (for easier reading).• Fed Ex Tracking info so we can all see when it arrived to his location.• A snap shot of the actual online order.• Time line of events.There are many reasons why we are choosing to not refund this particular charge. One reason in particular really stands out as being the main reason.We've been renting Scottish kilts for over 10 years and our customer base is outstanding. Our customers do make mistakes when it comes to measuring themselves and sizing themselves. My awesome team of employees also make mistakes. I have made plenty of mistakes that have cost my company money. The thing that my team & I really take pride in is fixing the mistakes before the "big day" regardless of who made the mistake, we will fix it. That ultimately is the reason why we want our kilt tuxedos to land on the customer's doorstep early so they can try it on and let us know if there are sizing issues. The kilt rental in this case landed on the his doorstep a whole week before his event. 7 days to be exact.At this day & age with Fed Ex & their reliable force of Boeing jets, we can ship product of almost any type to almost anywhere OVERNIGHT! It's mind blowing what humans have accomplished in the past 50 years.The customer in this case mentioned to me that he did not even try on the jacket, vest,tux shirt, shoes, etc. that were in the box. He said that he only tried on the kilt and when he realized it felt too big on him, he basically boxed it up right away with intension to return and demand a refund. Every single week, we get calls from customers who received their tuxedo over the weekend and said that the shoes were too tight or the jacket sleeves were too long. 95% of our customers have not stepped foot inside our retail store in [redacted] so there is always room for error when you are ordering formal wear online without trying it on first.After calling the customer right away on rv1onday & hearing his issue, I offered to send him a new kilt (overnight) in a smaller waist size that would fit better. The customer refused my offer and basically said he doesn't trust that the second kilt would fit him and said there was no time. He then hung up on me. This conversation took place on Monday afternoon and his formal event was on Saturday night.The customer clicked "Iagree" to our rental agreement that says we offer no refunds on cancelled rentals. This is a cancelled rental so it falls under the "no refund" category. Like a cancelled hotel room or an airplane ticket that is non refundable. Our rentals are also non-refundable once they have shipped out.I will finish with an analogy. The Holiday Season is my favorite. Let's say someone was going to the Thanksgiving Day Parade in [redacted] and they wanted to rent a really nice $21000 camera lens so they could get some super zoom shots. They go online/ rent a super zoom [redacted]/ it arrives 7 days before their event. They open up the box and suddenly realize that they actually own a [redacted] camera body and that the [redacted] they ordered will not fit. BLAST! A phone call is made to the camera store on Sunday while they are closed and a message is left demanding a refund.The camera rental shop calls the customer back on Monday after they open and promises to overnight the correct [redacted] super zoom lens (remember the customer owns a [redacted] camera). The shop assures the customer that he will receive it in time for his airplane flight to [redacted] on Thursday. The customer then tells the camera shop that their offer to fix the issue is no good because he don't trust that the [redacted] lens they are offering to send will fit the camera body and proceeds to hang up. That fabricated story is pretty much what has happened here.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Owner is lying and this can be proven by his lack of response and timekeeping to this case, also his useless analogies have nothing to do with this case. I was flying out from [redacted] two days after his attempt to correct a problem that he made, and for which I was not taking anymore chances on his negligence. As far as I am concerned he is a thief. I belong to a large Scots and Irish community in the United States and I will be letting my feelings known to my colleagues about the way Kilt Rental USA treats and conducts business with there customers. I will be expect a full refund or I will be seeking legal advice.
Regards,[redacted]
I have included the following data for review.• My personal log of the conversation with the customer minutes after he hung up on me on 11/10/14.• A snap shot of what our website shopping cart looks like when customers click on our rental agreement so you can see the actual "tick box" that we require customers to clickIt says "agree to the terms & conditions ofthis sale".• Full copy of our rental terms and conditions printed from our website.• Zoomed in copy of our rental terms and conditions focusing on the topic at hand (for easier reading).• Fed Ex Tracking info so we can all see when it arrived to his location.• A snap shot of the actual online order.• Time line of events.There are many reasons why we are choosing to not refund this particular chargeOne reason in particular really stands out as being the main reason.We've been renting Scottish kilts for over years and our customer base is outstandingOur customers do make mistakes when it comes to measuring themselves and sizing themselvesMy awesome team of employees also make mistakesI have made plenty of mistakes that have cost my company moneyThe thing that my team & I really take pride in is fixing the mistakes before the "big day" regardless of who made the mistake, we will fix itThat ultimately is the reason why we want our kilt tuxedos to land on the customer's doorstep early so they can try it on and let us know if there are sizing issuesThe kilt rental in this case landed on the his doorstep a whole week before his eventdays to be exact.At this day & age with Fed Ex & their reliable force of Boeing jets, we can ship product of almost any type to almost anywhere OVERNIGHT! It's mind blowing what humans have accomplished in the past years.The customer in this case mentioned to me that he did not even try on the jacket, vest,tux shirt, shoes, etcthat were in the boxHe said that he only tried on the kilt and when he realized it felt too big on him, he basically boxed it up right away with intension to return and demand a refund Every single week, we get calls from customers who received their tuxedo over the weekend and said that the shoes were too tight or the jacket sleeves were too long95% of our customers have not stepped foot inside our retail store in [redacted] so there is always room for error when you are ordering formal wear online without trying it on first.After calling the customer right away on rv1onday & hearing his issue, I offered to send him a new kilt (overnight) in a smaller waist size that would fit betterThe customer refused my offer and basically said he doesn't trust that the second kilt would fit him and said there was no timeHe then hung up on meThis conversation took place on Monday afternoon and his formal event was on Saturday night.The customer clicked "Iagree" to our rental agreement that says we offer no refunds on cancelled rentalsThis is a cancelled rental so it falls under the "no refund" categoryLike a cancelled hotel room or an airplane ticket that is non refundableOur rentals are also non-refundable once they have shipped out.I will finish with an analogyThe Holiday Season is my favoriteLet's say someone was going to the Thanksgiving Day Parade in [redacted] and they wanted to rent a really nice $camera lens so they could get some super zoom shotsThey go online/ rent a super zoom [redacted] ***/ it arrives days before their eventThey open up the box and suddenly realize that they actually own a [redacted] camera body and that the [redacted] they ordered will not fitBLAST! A phone call is made to the camera store on Sunday while they are closed and a message is left demanding a refund.The camera rental shop calls the customer back on Monday after they open and promises to overnight the correct [redacted] super zoom lens (remember the customer owns a [redacted] camera)The shop assures the customer that he will receive it in time for his airplane flight to [redacted] on ThursdayThe customer then tells the camera shop that their offer to fix the issue is no good because he don't trust that the [redacted] lens they are offering to send will fit the camera body and proceeds to hang upThat fabricated story is pretty much what has happened here
I have included the following data for review.• My personal log of the conversation with the customer minutes after he hung up on me on 11/10/14.• A snap shot of what our website shopping cart looks like when...
customers click on our rental agreement so you can see the actual "tick box" that we require customers to click. It says "agree to the terms & conditions ofthis sale".• Full copy of our rental terms and conditions printed from our website.• Zoomed in copy of our rental terms and conditions focusing on the topic at hand (for easier reading).• Fed Ex Tracking info so we can all see when it arrived to his location.• A snap shot of the actual online order.• Time line of events.There are many reasons why we are choosing to not refund this particular charge. One reason in particular really stands out as being the main reason.We've been renting Scottish kilts for over 10 years and our customer base is outstanding. Our customers do make mistakes when it comes to measuring themselves and sizing themselves. My awesome team of employees also make mistakes. I have made plenty of mistakes that have cost my company money. The thing that my team & I really take pride in is fixing the mistakes before the "big day" regardless of who made the mistake, we will fix it. That ultimately is the reason why we want our kilt tuxedos to land on the customer's doorstep early so they can try it on and let us know if there are sizing issues. The kilt rental in this case landed on the his doorstep a whole week before his event. 7 days to be exact.At this day & age with Fed Ex & their reliable force of Boeing jets, we can ship product of almost any type to almost anywhere OVERNIGHT! It's mind blowing what humans have accomplished in the past 50 years.The customer in this case mentioned to me that he did not even try on the jacket, vest,tux shirt, shoes, etc. that were in the box. He said that he only tried on the kilt and when he realized it felt too big on him, he basically boxed it up right away with intension to return and demand a refund. Every single week, we get calls from customers who received their tuxedo over the weekend and said that the shoes were too tight or the jacket sleeves were too long. 95% of our customers have not stepped foot inside our retail store in [redacted] so there is always room for error when you are ordering formal wear online without trying it on first.After calling the customer right away on rv1onday & hearing his issue, I offered to send him a new kilt (overnight) in a smaller waist size that would fit better. The customer refused my offer and basically said he doesn't trust that the second kilt would fit him and said there was no time. He then hung up on me. This conversation took place on Monday afternoon and his formal event was on Saturday night.The customer clicked "Iagree" to our rental agreement that says we offer no refunds on cancelled rentals. This is a cancelled rental so it falls under the "no refund" category. Like a cancelled hotel room or an airplane ticket that is non refundable. Our rentals are also non-refundable once they have shipped out.I will finish with an analogy. The Holiday Season is my favorite. Let's say someone was going to the Thanksgiving Day Parade in [redacted] and they wanted to rent a really nice $21000 camera lens so they could get some super zoom shots. They go online/ rent a super zoom [redacted]/ it arrives 7 days before their event. They open up the box and suddenly realize that they actually own a [redacted] camera body and that the [redacted] they ordered will not fit. BLAST! A phone call is made to the camera store on Sunday while they are closed and a message is left demanding a refund.The camera rental shop calls the customer back on Monday after they open and promises to overnight the correct [redacted] super zoom lens (remember the customer owns a [redacted] camera). The shop assures the customer that he will receive it in time for his airplane flight to [redacted] on Thursday. The customer then tells the camera shop that their offer to fix the issue is no good because he don't trust that the [redacted] lens they are offering to send will fit the camera body and proceeds to hang up. That fabricated story is pretty much what has happened here.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Owner is lying and this can be proven by his lack of response and timekeeping to this case, also his useless analogies have nothing to do with this case. I was flying out from [redacted] two days after his attempt to correct a problem that he made, and for which I was not taking anymore chances on his negligence. As far as I am concerned he is a thief. I belong to a large Scots and Irish community in the United States and I will be letting my feelings known to my colleagues about the way Kilt Rental USA treats and conducts business with there customers. I will be expect a full refund or I will be seeking legal advice.
Regards,[redacted]