The Pike

April 25, 2017Dear [redacted] ,We received your correspondence today with the message from [redacted] at [redacted] by [redacted] GaithersburgI cannot speak to what he may or may not have been told by the sales representative in questionIf he was misinformed by the sales rep, I have to apologize If Steve said that we had a “longstanding business relationship” that’s inaccurateWe did do business on two prior occasions with [redacted] (I’ve taken the liberty of attaching the paid invoices for confirmation) In the event that Steve took liberties with the duration of our business relationship; that is something that we will discuss with him and deal with internallyHowever, where [redacted] ’s claim unravels is in his claims about the Verification Department processWhile we trust the integrity of our sales force the Verification Department is an integral part of our company as confusion may occur in phone salesWe are quoting a completely relevant date and time when it comes to thatI have taken the liberty of attaching a copy of our phone records for that day with the phone call placed to Joe at 2:PM on 12/21/for shipment on 1/4/At that time we spoke with [redacted] or with someone representing themselves as [redacted] In that phone call the verifier would have reviewed a series of thingsThey would have reviewed the products and quantities of each as well as the address for shipping and billing (this would be the first indication that there would be a charge for the merchandise)From there they would have reviewed the sales promotion sent to [redacted] (in this case Sony Headphones) and they would have concluded the call by informing him that he was not receiving a trial or a sample and that he would receive an invoice for the productsThat is how every call from our Verification Department is doneIf at that time when he was informed that it was “not a trial or sample” [redacted] would have said that he was under the impression that this was a sample the order would have been cancelledInstead, at that time he confirmed shipment of the order Beyond that, [redacted] has asserted that this is a common practice from Delta, we ship somewhere in the neighborhood of orders per week and have thousands of customersWe retain an A+ rating with the Revdex.com for a reasonLooking at the Courtyard’s reviews on Yelp you can find ratings that are only of stars for their establishment, that doesn’t mean that they’re a poor establishment it means that a couple of people in their vast array of customers have had a bad experience and isn’t necessarily indicative of the general service there, and I believe that what he’s written about Delta is the sameAt the end of the day we have no reason to believe that we’re not attempting to collect a valid debtWe reached out on a number of occasions to collect and 2/11/16, 2/18/16, 2/22/(where we were informed by [redacted] that this was an issue and he hung up on our associate), 2/29/16, 3/7/(where we offered to pick up the products despite it being outside of our return policy), and again todayI am happy to try to reach a middle ground to settle this invoiceWe are prepared to waive the shipping charges and offer a 35% discount on the merchandiseThat will bring the invoice from $to $We will consider that settlement in full for the merchandiseI have also taken the liberty of placing a “Do Not Sell” on the account in question so that if anyone from [redacted] should try to place an order in the future we would not accept it without emailed or faxed approval requesting that the “Do Not Sell” be liftedThis we don’t run into another “he said/she said” situationI’m hoping that [redacted] will consider this as a viable resolution as we believe that we have a valid debt to pursue.Sincerely,Raymond JH.Accounts Receivable Coordinator

We received [redacted] letter in the mail and immediately followed up prior to receiving this complaintWe do not do trials, or samples, but we do allow customers to use a single bottle and if it does not meet their needs, upon receipt of the product back we credit an invoice in full.Because [redacted] had used three bottles, [redacted] correctly told [redacted] that they would be responsible for those under our policyHowever, upon receipt of a letter from [redacted] I reached out to her to let her know that we would waive our usual policy in this caseAs I told [redacted] in our follow up email, there is room for confusion in telephone salesWith the volume of orders we do in a given week to receive as few issues as we do is a testament to both the quality of our reps and our customer service when it comes to resolution of issues when they do ariseNot only did we resolve this issue by crediting the full order upon receipt of the nine bottles, we also issued a check to [redacted] and [redacted] to cover the return shipment that they paid forOur policy is that upon receipt of a phone call such as ***’s we give the sales rep one week to resolve the issue prior to our customer service handling pickup of the merchandiseAs [redacted] was within our return policy, she would not have had to return it on her own outside of that periodWe strive to do business the right wayI hear words like “scam” and “deception” and it perks our ears up; those are not words we want associated with our companyI believe in this case that they were inaccurately used to describe our companyWe handle things the right way, and I believe that [redacted] is experiencing that now with our follow up customer serviceWe consider this issue resolved, and according to her emails with us, [redacted] considers this issue resolved as well.Sincerely,Raymond JH***

I apologize for the delayed response as we did not receive word regarding this complaintThank you very much also for the follow up call and bringing this to our attentionAt this time we are launching a full investigation into how these events transpiredWe have had a relationship with *** [redacted] at this location dating back to April 1, We have had a number of orders placed by [redacted] and shipped to this location on his authorization which [redacted] & [redacted] then paid for.Since we have never had a problem before we are trying to comprehend how this relationship went southWe have reached [redacted] a number of times on his cell phone regarding orders, and it’s likely that that’s how we reached him for this orderIf, as [redacted] states, [redacted] was no longer employed at that time, we have no indication that [redacted] shared that information with usUnfortunately in this business buyers come and go, in the event that we are made aware the previous buyer is no longer employed we seek out a new buyerOur company would not knowingly send merchandise to a company without an order being placed.At the end of the day while we will continue to do our due diligence to see if there was anything we could have done differently on our end instead of this being the case of a former employee overstepping his bounds as it appearsIn the interim the merchandise has been picked up and returned to us; the invoice associated with it has been closed upon receipt of said merchandisePer their request a Do Not Sell has been placed on their accountWe are sorry to see such an end to our business relationship and wish [redacted] & [redacted] the best in the future.Sincerely, Raymond JH***Accounts Receivable Coordinator“A Brighter Future”

September 9, 2016Dear [redacted] ,I appreciate [redacted] taking the time to respond to our response to their original complaintWe acknowledge that we did not follow ***’s rather stringent vendor authorization processThat’s certainly a fair assessment on their endThat is precisely the reason we offered to meet halfway and accept a 50% discountWe are comfortable in recognizing that there is fault on both sidesWhat [redacted] has to realize is that while [redacted] is not authorized to determine if [redacted] can purchase from a new vendor, he represented himself as suchWe reached out to solicit business, and have operated in good faith from the start of things [redacted] Garfield is operating as if there is no fault on their end at all for this situation, and we vehemently disagree with thatWhile we understand that [redacted] has procedures and policies to which they adhere, we do as well [redacted] would have you believe that only their procedures and policies are germane to the issue at handAgain, we acknowledge our role in not following their procedures, but [redacted] seems to believe that despite the fact that their employees have acted recklessly and with little regard for honesty that only Delta should accept any loss in this matterWe appreciate the Revdex.com’s involvement with this situation as it becomes increasingly clear that Delta is the only company in this situation that is willing to budge, to meet in the middle and to try to reach a fair resolution to the issueFurthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation came on the end of ***Despite that fact they have called our integrity as a company into questionIn addition they continue to insist that they be allowed to walk away from this invoice having accepted a sales promotion, and product and returned absolutely nothingI can’t possibly be the only one who sees a problem with thatFor the purposes of clarity allow me to review this one more timeThe facts of this complaint are crystal clearDelta reached out and solicited business Delta offered a sales promotion in conjunction with a purchase***’s employee represented himself in a manner which was not consistent with his actual role solely for the purpose of obtaining the sales promotionA second [redacted] employee called about returning the merchandise, when we followed up to arrange for pickup we were told the products were sent back when in fact they were usedIn no way, shape or form has Delta done anything wrong in this matter to accept that this invoice should be closed without any type of paymentWe are being more than generous by offering a 50% discount on the merchandise and stand firm that that is the only reasonable and equitable resolution in this matter that we are comfortable acceptingSincerely,Raymond H.Accounts Receivable Coordinator

We are going to issue [redacted] ** Call Tags for the merchandise and clear this up for the customer. I would like to take the time to make a couple of things clear. The first is that there will NOT be a refund because nothing was paid. The returned merchandise will create a credit memo closing... out the invoice, but there is absolutely no money owed to this customer.The second thing I would like to clear up is that this customer is asserting that this product was presented as a sample. I will say that there is always the opportunity for confusion when it comes to telephone sales. That potential confusion is why we have a separate Verification Department that goes over every order. That department reached out to [redacted] on a cell phone number at 2:15 PM EST on 4/21/17. During that call the verifier would have gone over the sales promotion (not a gift), the product ordered, the shipping address and billing address.At that time, [redacted] informed our verifier that a suite number had been left off the order by the sales rep, so there is no question that this phone call took place. Moreover, near the end of every verification call for a first time customer the verifier tells the person on the other end of the line “I’d like to remind you that this is not a trial, or a sample, and you will receive an invoice”. If there is any confusion wherein someone might think that they were receiving a “sample” that would surely clear it up.As such, because the merchandise is in our return policy, we will have it picked up, but we will not accept that we committed any type of wrongdoing, and we vehemently deny the assertion that [redacted] was “never notified” he would be charged for the product.Sincerely,Raymond J. H [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

October 4, 2016Dear ***,We
received this Revdex.com correspondence today, and I’m extremely disappointed that
this has become a Revdex.com issue. A call was
placed by *** on 9/14/and on 9/15/call tags were issued and the
merchandise arrived back with us yesterdayA credit has been issued to
close
out the invoiceNow that we have cleared that up, I do need to address a couple
of concerns within the contents of the complaintThe
first is that the merchandise was never orderedIn telephone sales there is
always the possibility of miscommunication, but we reached out and the order
was placed (according to our notes) with ***We have a separate Verification
Department that calls back to ensure validity of any order, the shipping and
billing address, as well as the product and any sales promotion that may be
sent in conjunction with any orderOn August 27th at 11:AM
our Verification had a minute second phone call to confirm this orderSo
in my mind there are two possibilities, the first being *** placed this
order, and doesn’t remember, or has chosen to offer an inaccurate
representation of the eventsThe second possibility is that someone at ***
*** represented themselves as *** during the sale and verification
process, possibly in order to obtain a sales promotionIn any event we
attempted to operate in good faith and with integrity.To
***’s second point regarding the way things were handled on the return, our
policy is to give the sales rep the opportunity to resolve the issueWe will
be discussing ***’s account with RichIf there is merit to what she said
then appropriate disciplinary actions will be takenSales reps are to conduct
themselves with integrity and professionalismTo say that *** would hear
from “his lawyer” would be entirely unacceptableThis matter will be
addressed Sincerely, Raymond
*H***Accounts Receivable Coordinator

April 15, 2018Dear ***,I
have reviewed the complaint by *** and we are rectifying it right nowOur
management is sitting down with Craig today to review how he handled this
situationOur policy is not, and has never been, that we will not accept an
open box backWe are currently
issuing the return labels to the email that
*** requestedI apologize for this situationWe believe that we offer a
quality product at fair prices as many of our customers would attest, but the
way that this situation was handled is unacceptableOur rep will be properly
educated on our policies to avoid this in the futurePer
***s request a “Do Not Sell” has been applied to this accountIf there are
other facilities that *** runs and she would prefer that we not call we ask
that she email a list of names and phone numbers to me personally (***@deltaproductsonline.com) and
I will have those locations marked as “Do Not Sell” alsoAgain, we apologize
profusely for any confusion here and will rectify this to the best of our
abilities. Sincerely, Raymond
JH Accounts Receivable Coordinator

Our Vice President, Joe, spoke with *** by phone yesterday.We spoke with the rep in question, and he admitted that everything that *** said was entirely accurateHe seemed to think that this was no big deal and not a problem when dealing with customersWe were shocked, dismayed and incredibly
disappointed at how out of touch this representative seemed to beThe appropriate actions have been takenWe are sending *** six free quarts of one of our products, we are placing a Do Not Sell on his account, and as far as we could tell at the end of the phone call this was resolved between *** and Joe.We can't apologize enough for this unfortunate set of circumstances, and will strive to make sure that something like this never happens again

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our manager Joe A*** spoke with *** and the issue was resolvedWe allowed them in a show of good faith to keep the merchandise at no charge

We received an email from *** *** yesterday; I am assuming around the time that this complaint was filedThe complaint was addressed with both *** *** and the individual who placed the order, *** The account given in this Revdex.com complaint is woefully inaccurateWe did not “sneak a
purchase”, nor was this about hitting “some type of sales quota”Once *** *** informed us that *** *** was not authorized, we acted in good faith and had this order picked upWe reached out and dealt with this business in good faith from start to finish*** represented himself as an authorized buyer and accepted both the order and the accompanying sales promotionThere is always an opportunity for confusion in the realm of telephone salesI would like to make it clear though that our representative did not engage in any type of wrongdoingShe represented the situation truthfully, fairly, and accuratelyIn the end, our employee did her best to make sure that she had a valid order with an authorized buyerBeyond that, the order was confirmed for accuracy, validity, and authorization with one of our management staffThis is a customary practice to make sure that we have dealt with each and every customer in the best way possible*** AGAIN confirmed that not only was he authorized, he would like to receive the orderI think that even *** *** would agree that given these parameters we did everything possible to make sure that we had a valid order.The representation of our business is disheartening, and it is one that we vehemently disagree withBeyond that, without even having knowledge of a complaint to the Revdex.com we immediately acted to resolve an issue with the customer, which I believe, should show the type of business that we areOur goal is to take care of our customers, even the few that may be less than satisfiedThat is a goal we will continue to strive for, and continue to achieveThere is no refund available as nothing was paidThe merchandise is on the way back to us and upon receipt the invoice will be closed outSincerely,Raymond JH***
*** *** ***

June 29, 2016Dear ***,I’m glad that we were able to reach a resolution on this matterWe are happy to hear that the complainant has accepted our responseHowever, I wanted to clear up one final thing which I found particularly troubling.*** *** asserted in his acceptance that “the very first sentence in the last message was a lie” because he hadn’t spoken to usHe is right that he did not speak with us on Monday, he is entirely wrong about our message being a lie.We never claimed to speak with *** *** on MondayI want to make that very clearPer his request we have not even attempted to communicate with their location.The last letter was directed to you ***, not to *** ***I was thanking you for your time on the phone and the conversation that we had on Monday which led to this resolutionIt’s important to me that we clear this upWhile there has clearly been a level of confusion and miscommunication between *** *** and our sales representativeWe have tried to do everything the right way in resolving this matter, up to and including abandoning what we believe is a valid debt and ceasing communication with their businessAs such I would hate for this to end with a final miscommunication and *** *** believing that we lied about the final resolution.We wish *** *** and his company the best in the futureThank you to *** and the Revdex.com for the opportunity to clear this up.Sincerely, Raymond JH.Accounts Receivable Coordinator

October 4, 2016Dear Heather,I
don’t quite understand where I’m supposed to go from here. The customer asked
for us to pick up merchandise, which we did. We freely acknowledged that the
employee in question had handled things poorly with respect to his
communication with [redacted]. We acknowledged that the employee had not met the
levels of professionalism and courtesy that we demand out of our staff and that
issue has since been addressed.The
bottom line in this matter is that the facts are simple. [redacted] claims that we
sent an unauthorized order. There are apparently two [redacted]s at the location as
she has acknowledged. Our rep contacted them and in his mind had reached some
sort of accord on a transaction. Had things ended there [redacted] would be
well within reason to assume that our rep (who clearly acted poorly on the
backend resolution of the issue) might have acted in a way where he sent
merchandise without authorization.But
as I said in the original response, “We have a separate Verification Department
that calls back to ensure validity of any order, the shipping and billing
address, as well as the product and any sales promotion that may be sent in
conjunction with any order. On August 27th 2015 at 11:46 AM our
Verification had a 1 minute 44 second phone call to confirm this order.” Once
we have confirmed an order through our Verification Department I have no
problem saying that I believe something was amiss with them as well. I know in
[redacted]’s mind there is no way that her employee could have been out for a
sales promotion. I believe the facts speak for themselves. An initial sales
call was placed. A [redacted] Gear bag was sent as a sales promotion along with the
order. The sales promotion was delivered on 9/2/2015 at 10:36AM. Per [redacted]’s request we picked up the merchandise. In doing so we never received the
promotion back. From the outside looking in it’s a pretty clear set of
circumstances. At
this point we’re splitting hairs. She had a belief of how things transpired;
our company has a belief of how things transpired. When all is said and done we
have done as she asked, the merchandise was picked up, the invoice was closed
and we have not reached out to contact [redacted] again. [redacted] is
rejecting our initial response because she doesn’t believe that [redacted] Carr made
an order to obtain a promotion, she’s well within her rights to feel that way.
By the same token we are within our rights to believe that that the facts
listed above speak for themselves. I have previously acknowledged our
displeasure with how the rep handled things; the Verification Department is
designed to avoid having issues. Someone at [redacted] named [redacted]
acknowledged an order with said department and we shipped in good faith.                                                         ...⇄ Sincerely,Raymond *. H[redacted]Accounts Receivable Coordinator

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  As long as the items are picked up and can be returned without me being charged, I am alright with it. I would like for you guys, as well as Delta Lighting Products, to know that my email to them (which could have cleared things up much easier with them) was never answered and that I called both numbers on their invoice off of 3 different phone numbers and nothing went through. Obviously this could be an issue on my part, but I am just letting everyone know. 
[redacted]
[redacted]

We are going to issue [redacted] Call
Tags for the merchandise and clear this up for the customer. I would
like to take the time to make a couple of things clear. The first is that there will NOT
be a refund because nothing was paid. The returned merchandise will
create a credit memo closing...

out the invoice, but there is absolutely
no money owed to this customer.The second thing I would like to
clear up is that this customer is asserting that this product was
presented as a sample. I will say that there is always the
opportunity for confusion when it comes to telephone sales. That
potential confusion is why we have a separate Verification Department
that goes over every order. That department reached out to [redacted] on
a cell phone number at 2:15 PM EST on 4/21/17. During that call the
verifier would have gone over the sales promotion (not a gift), the
product ordered, the shipping address and billing address.At that time, [redacted] informed
our verifier that a suite number had been left off the order by the
sales rep, so there is no question that this phone call took place.
Moreover, near the end of every verification call for a first time
customer the verifier tells the person on the other end of the line
“I’d like to remind you that this is not a trial, or a sample,
and you will receive an invoice”. If there is any confusion wherein
someone might think that they were receiving a “sample” that
would surely clear it up.As such, because the merchandise
is in our return policy, we will have it picked up, but we will not
accept that we committed any type of wrongdoing, and we vehemently
deny the assertion that [redacted] was “never notified” he would be
charged for the product.Sincerely,Raymond J. H[redacted]

September 9, 2016Dear [redacted],I
appreciate [redacted] taking the time to respond to our response to their original
complaint. We acknowledge that we did not follow [redacted]’s rather stringent vendor
authorization process. That’s certainly a fair assessment on their end. That is
precisely the reason we offered to meet halfway and accept a 50% discount. We
are comfortable in recognizing that there is fault on both sides. What [redacted] has
to realize is that while [redacted] is not authorized to determine if [redacted] can
purchase from a new vendor, he represented himself as such. We reached out to
solicit business, and have operated in good faith from the start of things. [redacted]
Garfield is operating as if there is no fault on their end at all for this
situation, and we vehemently disagree with that. While we understand that [redacted]
has procedures and policies to which they adhere, we do as well. [redacted] would have
you believe that only their procedures and policies are germane to the issue at
hand. Again, we acknowledge our role in not following their procedures, but [redacted]
seems to believe that despite the fact that their employees have acted
recklessly and with little regard for honesty that only Delta should accept any
loss in this matter. We appreciate the Revdex.com’s involvement with this situation as
it becomes increasingly clear that Delta is the only company in this situation
that is willing to budge, to meet in the middle and to try to reach a fair
resolution to the issue. Furthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation
came on the end of [redacted]. Despite that fact they have called our integrity as
a company into question. In addition they continue to insist that they be
allowed to walk away from this invoice having accepted a sales promotion, and
product and returned absolutely nothing. I can’t possibly be the only one who
sees a problem with that. For
the purposes of clarity allow me to review this one more time. The facts of
this complaint are crystal clear. Delta reached out and solicited business.
Delta offered a sales promotion in conjunction with a purchase. [redacted]’s employee
represented himself in a manner which was not consistent with his actual role
solely for the purpose of obtaining the sales promotion. A second [redacted] employee
called about returning the merchandise, when we followed up to arrange for
pickup we were told the products were sent back when in fact they were used. In
no way, shape or form has Delta done anything wrong in this matter to accept
that this invoice should be closed without any type of payment. We are being
more than generous by offering a 50% discount on the merchandise and stand firm
that that is the only reasonable and equitable resolution in this matter that
we are comfortable accepting. Sincerely,Raymond H.Accounts Receivable Coordinator

I apologize for the delayed response as we did not receive word regarding this complaint. Thank you very much also for the follow up call and bringing this to our attention. At this time we are launching a full investigation into how these events transpired. We have had a relationship with [redacted]...

[redacted] at this location dating back to April 1, 2015. We have had a number of orders placed by [redacted] and shipped to this location on his authorization which [redacted] & [redacted] then paid for.Since we have never had a problem before we are trying to comprehend how this relationship went south. We have reached [redacted] a number of times on his cell phone regarding orders, and it’s likely that that’s how we reached him for this order. If, as [redacted] states, [redacted] was no longer employed at that time, we have no indication that [redacted] shared that information with us. Unfortunately in this business buyers come and go, in the event that we are made aware the previous buyer is no longer employed we seek out a new buyer. Our company would not knowingly send merchandise to a company without an order being placed.At the end of the day while we will continue to do our due diligence to see if there was anything we could have done differently on our end instead of this being the case of a former employee overstepping his bounds as it appears. In the interim the merchandise has been picked up and returned to us; the invoice associated with it has been closed upon receipt of said merchandise. Per their request a Do Not Sell has been placed on their account. We are sorry to see such an end to our business relationship and wish [redacted] & [redacted] the best in the future.Sincerely, Raymond J. H[redacted]Accounts Receivable Coordinator“A Brighter Future”

April 25, 2017Dear [redacted],We
received your correspondence today with the message from [redacted] at
[redacted] by [redacted] Gaithersburg. I cannot speak to what he may or may not
have been told by the sales representative in question. If he was misinformed
by the sales rep, I have to apologize....

If Steve said that we had a
“longstanding business relationship” that’s inaccurate. We did do business on
two prior occasions with [redacted]. (I’ve taken the liberty of
attaching the paid invoices for confirmation) In the event that Steve took
liberties with the duration of our business relationship; that is something
that we will discuss with him and deal with internally. However,
where [redacted]’s claim unravels is in his claims about the Verification
Department process. While we trust the integrity of our sales force the
Verification Department is an integral part of our company as confusion may
occur in phone sales. We are quoting a completely relevant date and time when
it comes to that. I have taken the liberty of attaching a copy of our phone
records for that day with the phone call placed to Joe at 2:07 PM on 12/21/15 for
shipment on 1/4/16. At that time we spoke with [redacted] or with someone
representing themselves as [redacted]. In that phone call the verifier would
have reviewed a series of things. They would have reviewed the products and
quantities of each as well as the address for shipping and billing (this would
be the first indication that there would be a charge for the merchandise). From
there they would have reviewed the sales promotion sent to [redacted] (in this
case Sony Headphones) and they would have concluded the call by informing him
that he was not receiving a trial or a sample and that he would receive an
invoice for the products. That
is how every call from our Verification Department is done. If at that time
when he was informed that it was “not a trial or sample” [redacted] would have
said that he was under the impression that this was a sample the order would
have been cancelled. Instead, at that time he confirmed shipment of the order.
Beyond that, [redacted] has asserted that this is a common practice from Delta,
we ship somewhere in the neighborhood of 400 orders per week and have thousands
of customers. We retain an A+ rating with the Revdex.com for a reason. Looking at the
Courtyard’s reviews on Yelp you can find ratings that are only 2 of 5 stars for
their establishment, that doesn’t mean that they’re a poor establishment it
means that a couple of people in their vast array of customers have had a bad
experience and isn’t necessarily indicative of the general service there, and I
believe that what he’s written about Delta is the same. At
the end of the day we have no reason to believe that we’re not attempting to
collect a valid debt. We reached out on a number of occasions to collect and 2/11/16,
2/18/16, 2/22/16 (where we were informed by [redacted] that this was an issue
and he hung up on our associate), 2/29/16, 3/7/16 (where we offered to pick up
the products despite it being outside of our return policy), and again today. I
am happy to try to reach a middle ground to settle this invoice. We are
prepared to waive the shipping charges and offer a 35% discount on the
merchandise. That will bring the invoice from $175.78 to $100.69. We will
consider that settlement in full for the merchandise. I have also taken the
liberty of placing a “Do Not Sell” on the account in question so that if anyone
from [redacted] should try to place an order in the future we would not accept
it without emailed or faxed approval requesting that the “Do Not Sell” be
lifted. This we don’t run into another “he said/she said” situation. I’m hoping
that [redacted] will consider this as a viable resolution as we believe that we
have a valid debt to pursue.Sincerely,Raymond
J. H.Accounts Receivable Coordinator

This was a simple case of confusion and/or miscommunication. Our records do show [redacted] ordering the product, and we don't see any calls to request call tags. This is well outside of our return policy, but one of our managers Joe spoke with [redacted] and agreed to pick up the cleaner regardless.