Top Level Construction, LLC

Initial Business Response /* (1000, 5, 2016/07/27) */
Contact Name and Title: Everett Turner-Dir CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rallyhouse.com
Dear ***,
Thank you for taking time to share your experience at our Willow Grove, IL Rally House storeWe were sorry to
learn that your visit did not meet your expectations, and we would like the opportunity to resolve your problems
You mentioned you were unable to make a purchase because the gift card listed g a $balance at checkoutWe would like to get the card number from the gift card you were trying to use to confirm it was activated properly and understand what happenedUnfortunately, when we called you on Tuesday (7/26/16), we were unable to reach youWe attempted to contact you again today, (7/27/at 9:am), but unfortunately you were unavailable
We are very concerned about the poor service you receivedYou indicated that our manager ignored the cashiers request to help you when you reached the checkout counter, and we wanted to understand what happened, so we reviewed the video of your visit on 7/20/
What we found is that our cashier was training a new employee, who at 8:pm is seen leaving the counter to get the manager while you were waitingAt 8:pm she returns without the manager, who was stopped by a different customer on his way to the counter to render assistanceAfter waiting minutes you left the store at 8:pmThe store manager arrived at the register at 8:pm with the customer he had been helping following closely behindWhile we strive to handle every concern as quickly as possible, the minutes that elapsed from the time our manager was notified help was needed, until he was available to assist, was too long in your case
Regrettably, we weren't able to get the gift card problem resolved before you left, and we would like to make this right by offering a replacement gift card in the amount of $25, and will include an additional $for your inconvenienceWe would also like to offer you a one-time free shipping courtesy on any order placed via our websitePlease contact us at XXX-XXX-XXXX and we will be happy to assist you!
Please accept our apology for the trouble you experiencedIt is our goal to retain you as a satisfied customer and we hope you will allow us to serve you again in the future!
Thank you,
Everett Turner
Director, Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a nice phone call from the Rally House corporate officeThey listened to my concerns and addressed them as wellThey got to a resolution quickly and were very nice to deal with