That Store

We are writing today in reference to a complaint submitted on 1/31/2017, 10#[redacted].As a business who first and foremost prides itself on customer service, we were surprisedand disheartened upon receiving this complaint. We strongly dispute Mr. [redacted]'scharacterization of the circumstances involved...

in this complaint, after performing our owninternal investigation regarding the complainant's statement.First, we would not at any time reveal the names of any of our customers in anycircumstance, and did not do so in this instance.Second, derogatory or offensive language directed at any customer violates our code ofconduct, and would never be tolerated at That Store. As a result of our investigation, weare satisfied that the employee(s) involved have never spoken to any customer, includingMr. [redacted] or his girlfriend, in the way described.Third, note that our clearly posted store policy is that we do not accept returns orexchanges. This policy has been in place since the store opened, as the vast majority ofproducts we carry are either consumables or personal items which cannot be resold forreasons of sanitation. Our sales associates may not make exceptions to this policy, withoutdirect permission from a manager.Fourth, the problems as described with this product over the phone were most likely theresult of misusing the product, in this case overheating it.Fifth, our sales associate did in fact pass Mr. [redacted]'s request and contact information to ThatStore's General Manager. The manager called Mr. [redacted], intending to mak?? an exceptionand offer Mr. [redacted] an even exchange of his product. A voicemail was left, but as of thisdate was unreturned by Mr. [redacted]. Note that this predates our receipt of this complaint.Despite our surprise and dismay that we have received such a complaint the first in ourcompany's 3 1/2  year history, we will stand by our offer to exchange Mr. [redacted]'s product.The ManagementThat Store Inc.