The Rustic Mile, Inc.

Complaint: ***
I am rejecting this response because: I was not told about the no refund policyIf they have that policy then they should tell customers about itI was told that this items was already on the truck already coming to the storeI was suppose to get the items on that MondayThe whole reason why we were going to purchase those items is so we could have them by ThanksgivingI called my mom that same day after purchasing the items and told her what I was toldThese items were not a special order*** told us that it was already on the truckAll I would like is for my money backPlease give me my money bkI have four small kids and we are on a fixed incomeIts not like I waited to call for several daysI called within less then hoursSo please again let me have my money bkI also never mentioned about going to Revdex.com several times and winningI did mention that I would go to Revdex.com to help me with getting my money bk
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The Rustic Mile, Inc. [redacted]
[redacted]
[redacted]
[redacted] December 30, 2014 Revdex.com Corporate Office [redacted] Dispute Resolution Specialist 1005 La Posada Drive Austin, TX 78752 RE: [redacted]
[redacted]: We have our policy stated at the counter and on the invoice. The order was placed directly for the customer as can be heard on our audio/visual cameras. It was repeatedly explained that this was a special order and that the order was to be placed right then/there by the [redacted] at the time of purchase. The facts remain the same..... [redacted] decided to proceed with the order. The date and time stamp on the receipt is 11/18/2014 14:42:14 (2:42pm). Please note the date stamp on the order to the manufacturer was on 11/18/2014 at 4:40pm. The order was placed with the manufacturer within 2 hours of receipt of the order. The manufacturer, Rusticos Sierra, located in Pueblo, Mexico does not allow changes to the order once submitted. Our sales receipts state: No cash refunds. All sales final. Special order items are not subject to change, cancellation, return or refund. Anticipate 6-8 week delivery time on all out of stock or special orders. 15% cancellation fee on lay-a-way. Minimum 30 day notice required on all lay-a-way orders. Also, we have a sign above our counter that states that all sales are final. When the customer called the next day, November 19th, [redacted] spoke with [redacted], my assistant. [redacted] said that she had changed her mind about the tables and wanted to buy a bed instead (but not from The Rustic Mile). [redacted] explained that this order had already been placed with the manufacturer and per the receipt, not only are all sales final but special orders are not subject to cancellation or refund. [redacted] called her the following day (after speaking with me, [redacted]), November 20th, and explained that we would allow a store credit in the amount of $442.74. A refund would not be issued due to the fact that this item was not a stocking item, it was a special order and was ordered directly for the [redacted]. The credit still remains available to the customer for $442.74. If the customer wishes to pick up the coffee and end tables, they will be available for pickup within the next 10 business days. (After such time, we will place on the floor to sale and the customer may use the credit toward any other purchase in the store). We believe that we have handled this incident appropriately. Please let me know if you have any further questions regarding the handling of this complaint. Sincerely, [redacted] The Rustic Mile, Inc.

The Rustic Mile, Inc. [redacted]
[redacted]...

[redacted]
[redacted]
[redacted] December 8, 2014 Revdex.com Corporate Office [redacted] Dispute Resolution Specialist 1005 La Posada Drive Austin, TX 78752 RE:[redacted]: Please find below the company's response to the above referenced claim. [redacted] and her husband came into The Rustic Mile, Inc on November 18, 2014. [redacted], one of our associates, assisted them throughout the store while they were shopping. The clients were interested in the cowboy occasional tables that were displayed with rope trim and stars on the legs and wanted to know if they could have the set without stars on the legs of the tables.  [redacted] explained to them that we do not stock this item but it could be special ordered from the manufacturer to meet their specifications.  [redacted] explained that an order to the manufacturer was being prepared right then.....and that the[redacted], would add to the order if they so wished. He explained that it would arrive within 4-6 weeks. I, [redacted], was sitting at the computer at the sales counter processing the order to the manufacturer and overheard this conversation between [redacted] and the[redacted] decided to proceed with the order. The date and time stamp on the receipt is 11/18/2014 14:42:14 (2:42pm). Please note the date stamp on the order to the manufacturer was on 11/18/2014 at 4:40pm. The order was placed with the manufacturer within 2 hours of receipt of the order. The manufacturer, Rusticos Siena, located in Pueblo, Mexico does not allow changes to the order once submitted. Our sales receipts state: No cash refunds. All sales final Special order items are not subject to change, cancellation, return or refund. Anticipate 6-8 week delivery time on all out of stock or special orders. 15% cancellation fee on lay-a-way. Minimum 30 day notice required on all lay-a- way orders. Also, we have a sign above our counter that states that all sales are final When the customer called the next day, November 19th, [redacted] spoke with [redacted], my assistant. [redacted] said that she had changed her mind about the tables and wanted to buy a bed instead (but not from The Rustic Mile). [redacted] explained that this order had already been placed with the manufacturer and per the receipt, not only are all sales final but special orders are not subject to cancellation or refund. [redacted] called her the following day (after speaking with me, [redacted]), November 20, and explained that we would allow a store credit in the amount of $442.74. A refund would not be issued due to the fact that this item was not a stocking item, it was a special order and was ordered directly for the [redacted] stated that she had filed multiple complaints with Revdex.com and they had always got her money back. We told her that she was free to proceed with whatever means she felt necessary but we felt that we had offered her a proper and appropriate solution to the matter. We have enclosed a copy of the customer receipt, credit card receipt, email to manufacturer, manufacturer order, and picture of sign at the sales counter. Please let me know if you have any further questions regarding the handling of this incident. Sincerely, [redacted] The Rustic Mile, Inc.