Tumbleweed Tiny House Company

Initial Business Response /* (1000, 11, 2015/07/21) */
*** *** spoke to *** this morning, and we have issued her a check in the full amount she requested*** and *** are working together to solve her issues with the plans
I hope this is all you need
Thanks,
*** ***,
Finance and Compliance
Tumbleweed Tiny House Company, Inc
*** XXXXX

Initial Business Response /* (1000, 9, 2015/12/16) */
We responded to [redacted]'s concern by:
1. Issuing a full refund check for the DIY Building Plans that he purchased at the LA workshop in the amount of $536.43.
2. We also issued a reimbursement check for materials, totally $444.43.
I all...

Mr. [redacted] received payments of 980.86.
On November 9, 2015, Mr [redacted] sent us an email in response to the checks, stating,
"[redacted],
"Hello. Thanks for the notice. Greatly appreciated.
[redacted]
(XXX) XXX-XXXX

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: [redacted], Operations Mgr
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@tumbleweedhouses.com
We are sorry that [redacted] is disappointed in our free Catalog download process. We have about 50,000...

customer per year download our free Catalog and we have not received a prior complaint.
All our free Catalogs and Guides are handled online through our order process system, which clearly states that the Catalog is "FREE", meaning, that we do not charge any money for the Catalog, nor are there any other fees, such as shipping, etc. We do not request a credit card number and no credit card or money transaction occurs. We do request an email and mailing address for delivery options.
It is common business practice to request customer information in exchange for catalogs, a practice well established by such national brands as Lands End, Macy's, Eddie Bauer,Lillian Vernon,and others. The term "free" is commonly associated with 'no requirement for money' in this type of exchange.
Our customers can always unsubscribe their email.
In actually practice, many customers enter fake information into the online order form and then click the Download Here button to receive the free catalogs.
Normally, a customer contacts us directly to resolve an issue but, in this case, we did not have prior customer information to address the issue. We would be happy to send a catalog to a third party that will then forward the catalog to [redacted].
Sincerely,
[redacted]
Operations Manager
Tumbleweed Tiny House Co.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The route I took to get the free catalog required more than just an email. So your website may need a bit of redesign. As far as terminology well you are slightly in error in both the terms of "free" and "cost" when something is exchanged for something else there is an implied "cost" so it is not free. Since the dawn of time information is always requested at a "cost". My problem is that you require a physcial delivery address which is not required in this case. It's a simple email so no further information is required. I know programming and web design so a simple validation rule can be applied to fix the issue. Again something that is free is by definition: not subject to or constrained by engagements or obligations.
Final Business Response /* (4000, 9, 2015/09/18) */
Per the Merriam-Webster Dictionary, free is defined as "not costing any money". Our free catalog does not cost any money.
We use the shopping cart for downloads because it makes our customer support much easier. We can appreciate this customer's desire to skip the [redacted] of providing a physical address. Any customer who wishes to bypass [redacted] can email us at [redacted]@tumbleweedhouses.com and we will reply with a pdf catalog attached.