T.W.P., Inc.

Initial Business Response /* (1000, 5, 2015/05/12) */
Customer called to ask if he was able to return custom cut parts that were made to his specificationsOn TWP 's website and invoice it clearly states that special orders are not returnableCustomer stated that he was denied a sample
and so did not understand what he was orderingIn fact, he was told that TWP does not offer samples of custom made parts but that we do offer samples of the material that the custom parts are produced fromHowever, as he was very adamant that he did not understand TWP's policy at the time of ordering, we offered him a percent credit or refund if he placed another order with usWhen I first spoke with him I indicated that I was not certain whether he would have to return the parts or notBut when he called back regarding his new order and it was less than the credit he was to receive, I told him we required a returnHe then said that we were not keeping our word and did not understand why he needed to return the partsHe became upset and I ended the conversationHowever, in order to resolve this issue we are willing to issue a full refund upon receiving a return of the parts as requested by the customer

Initial Business Response /* (1000, 5, 2015/05/12) */
Customer called to ask if he was able to return custom cut parts that were made to his specifications. On TWP 's website and invoice it clearly states that special orders are not returnable. Customer stated that he was denied a sample and so...

did not understand what he was ordering. In fact, he was told that TWP does not offer samples of custom made parts but that we do offer samples of the material that the custom parts are produced from. However, as he was very adamant that he did not understand TWP's policy at the time of ordering, we offered him a 50 percent credit or refund if he placed another order with us. When I first spoke with him I indicated that I was not certain whether he would have to return the parts or not. But when he called back regarding his new order and it was less than the credit he was to receive, I told him we required a return. He then said that we were not keeping our word and did not understand why he needed to return the parts. He became upset and I ended the conversation. However, in order to resolve this issue we are willing to issue a full refund upon receiving a return of the parts as requested by the customer.

This business resolved a dispute in a very positive manner, refunding the cost of a sample order. Very professional treatment over the phone, explaining the cause of the dispute calmly and courteously. I will recommend this business to my colleagues. Very happy with the resolution.