Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ Dear [redacted] We realized the appliance package Mr [redacted] selected and ordered was incomplete after he made the purchase on 1/22/As soon as we discovered our error we informed him of the error and invited back to the store to reselect a different package since the refrigerator in the package was no longer available and the pricing for the refrigerator was actually a negative price $instead of the price of $ Our records show that refrigerator in the package was sold out as of 11/17/and we had no stock available on the day he claimed to have seen all the appliances Unfortunately the package was still on our Web site when Mr [redacted] made his selection and was pricing incorrectly since the refrigerator was no longer in our POS systemThree of the four items were available to order, the forth item, the refrigerator was not available to order; therefore our POS system priced three appliances, but not the forth (the refrigerator)The invoice clearly describes the three appliancesMr [redacted] understood and acknowledged the situation when our salesperson Hector explained the error to him over the phone the morning after the saleSubsequently our store manager [redacted] Der Simonian conversed with Mr [redacted] by phone offering our apology and expressing our desire to resolve the problem by offering several generous concessions Mr [redacted] made his selection based on our web site package 63SOur policy is clearly stated on our websiteBelow is an excerpt from the policy ERRORS ON OUR SITE Prices and availability of products and services are subject to change without noticeErrors will be corrected where discovered, and Ventura TV Video Appliance Center, Increserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card chargedIf your credit card has already been charged for the purchase and your order is cancelled, Ventura TV Video Appliance Center, Incwill issue a credit to your credit card account in the amount of the chargeIndividual bank policies will dictate when this amount is credited to your accountIf you are not fully satisfied with your purchase, you may return it in accordance with Ventura TV Video Appliance Center, Inc.'s Return Policy The total discounted price for the three appliances including sales tax and delivery amounted to $1, The appliance dimensions are standardSo any 30" free standing range, 24" Dishwasher and 30" Microwave with vent will have the same dimensionsNo alterations should have been required to modify cabinets We have been proactive from the very beginning with Mr [redacted] and have tried to be accommodating to him in light of our website error and inconvenience he has experiencedOur offer to MrBenanus was the following 1: Take delivery of the three pieces and choose a refrigerator that is available, and we will price it at our cost 2: Take delivery of the three appliances as it shows on the invoice 3: Choose any refrigerator, Range Microwave and Dishwasher, and we will price everything at our net cost 4: Void the transaction and refund the full price he paid Our offer and all four options above are still available to Mr [redacted] We are anxious to resolve this incident promptly and amicably Respectfully, [redacted] President Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Unfortunately I do not accept the response from Ventura TVAs mentioned, I was originally in the store the first week of January with the internet advertisement in hand speaking to HectorI was shown the items included or items in a different color or the identical range without the self cleaning featureI was assured all items were availableMy original intention was to replace the "drop in" range and the vent hood in the rental unit I own, which I conveyed to Hector, but the package price available made the expense of modifying the cabinets and counter tops to accommodate the different appliances the better choiceMr [redacted] should understand the new appliances purchase do not have the same dimensionsWhen I returned on January 22, 2016, I spoke with Hector again saying I was going to be needing the appliances in the next two week and needed to measure the height required for the microwave clearanceSince I was at the store, I purchased the piece appliance package over two weeks after my initial visit and had reprinted a copy of their internet promotion that day which was still being advertised several weeks laterAlthough I have been unable to find it on their site, Mr Sherin sent me a copy of their internet exclusion for advertising responsibility, but I do not feel it is applicable after visiting their retail location twice over a three week period and confirming advertised items with an experienced sales associateAlthough my sales receipt shows the four items by model number ordered and purchased, the refrigerator does show a price of $-which I promptly questioned Hector, the salesperson about and was ASSURED everything was in orderHe pointed out the "1" ordered, the model number, and I was told that they took the "package discount" off of the price of the refrigerator, leaving the negative $balanceMr [redacted] stats that the refrigerator was not available since Nov17, 2015, but apparently no one was aware the package was misadvertised and unavailable when I purchased it over two months later? As I told ***, if I had been told the ad was a mistake when I first visited the store the first week of January, I would have been disappointed but understanding and would have made different decisions, but after weeks of being assured everything was available and purchasing the four items, I feel Ventura TV has an obligation and responsibility to deliver the purchased items or items similar or betterMr [redacted] notes on his response that one of my options was to take the three appliances for the $contract price, per phone conversation with his staff, I previously pointed out the three identical items were available at another local retailer for significantly less and included free delivery and I was told they would meet the sales price, but could not do anything about the delivery chargesI have been purchasing appliances, and referring Ventura TV to clients for over years and I am personally very disappointed in the way they have handled this situation Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/15) */ As you can see on the invoice three items have descriptions and priceThe one Item does not have descriptions and priceIn fact it has a negative amount of -$ As you see in the correspondence, We gave three reasonable optionsThe offers are still good should Mr [redacted] decide to take them Thanks ***
Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ Dear [redacted] We realized the appliance package Mr [redacted] selected and ordered was incomplete after he made the purchase on 1/22/As soon as we discovered our error we informed him of the error and invited back to the store to reselect a different package since the refrigerator in the package was no longer available and the pricing for the refrigerator was actually a negative price $instead of the price of $ Our records show that refrigerator in the package was sold out as of 11/17/and we had no stock available on the day he claimed to have seen all the appliances Unfortunately the package was still on our Web site when Mr [redacted] made his selection and was pricing incorrectly since the refrigerator was no longer in our POS systemThree of the four items were available to order, the forth item, the refrigerator was not available to order; therefore our POS system priced three appliances, but not the forth (the refrigerator)The invoice clearly describes the three appliancesMr [redacted] understood and acknowledged the situation when our salesperson Hector explained the error to him over the phone the morning after the saleSubsequently our store manager [redacted] Der Simonian conversed with Mr [redacted] by phone offering our apology and expressing our desire to resolve the problem by offering several generous concessions Mr [redacted] made his selection based on our web site package 63SOur policy is clearly stated on our websiteBelow is an excerpt from the policy ERRORS ON OUR SITE Prices and availability of products and services are subject to change without noticeErrors will be corrected where discovered, and Ventura TV Video Appliance Center, Increserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card chargedIf your credit card has already been charged for the purchase and your order is cancelled, Ventura TV Video Appliance Center, Incwill issue a credit to your credit card account in the amount of the chargeIndividual bank policies will dictate when this amount is credited to your accountIf you are not fully satisfied with your purchase, you may return it in accordance with Ventura TV Video Appliance Center, Inc.'s Return Policy The total discounted price for the three appliances including sales tax and delivery amounted to $1, The appliance dimensions are standardSo any 30" free standing range, 24" Dishwasher and 30" Microwave with vent will have the same dimensionsNo alterations should have been required to modify cabinets We have been proactive from the very beginning with Mr [redacted] and have tried to be accommodating to him in light of our website error and inconvenience he has experiencedOur offer to MrBenanus was the following 1: Take delivery of the three pieces and choose a refrigerator that is available, and we will price it at our cost 2: Take delivery of the three appliances as it shows on the invoice 3: Choose any refrigerator, Range Microwave and Dishwasher, and we will price everything at our net cost 4: Void the transaction and refund the full price he paid Our offer and all four options above are still available to Mr [redacted] We are anxious to resolve this incident promptly and amicably Respectfully, [redacted] President Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Unfortunately I do not accept the response from Ventura TVAs mentioned, I was originally in the store the first week of January with the internet advertisement in hand speaking to HectorI was shown the items included or items in a different color or the identical range without the self cleaning featureI was assured all items were availableMy original intention was to replace the "drop in" range and the vent hood in the rental unit I own, which I conveyed to Hector, but the package price available made the expense of modifying the cabinets and counter tops to accommodate the different appliances the better choiceMr [redacted] should understand the new appliances purchase do not have the same dimensionsWhen I returned on January 22, 2016, I spoke with Hector again saying I was going to be needing the appliances in the next two week and needed to measure the height required for the microwave clearanceSince I was at the store, I purchased the piece appliance package over two weeks after my initial visit and had reprinted a copy of their internet promotion that day which was still being advertised several weeks laterAlthough I have been unable to find it on their site, Mr Sherin sent me a copy of their internet exclusion for advertising responsibility, but I do not feel it is applicable after visiting their retail location twice over a three week period and confirming advertised items with an experienced sales associateAlthough my sales receipt shows the four items by model number ordered and purchased, the refrigerator does show a price of $-which I promptly questioned Hector, the salesperson about and was ASSURED everything was in orderHe pointed out the "1" ordered, the model number, and I was told that they took the "package discount" off of the price of the refrigerator, leaving the negative $balanceMr [redacted] stats that the refrigerator was not available since Nov17, 2015, but apparently no one was aware the package was misadvertised and unavailable when I purchased it over two months later? As I told ***, if I had been told the ad was a mistake when I first visited the store the first week of January, I would have been disappointed but understanding and would have made different decisions, but after weeks of being assured everything was available and purchasing the four items, I feel Ventura TV has an obligation and responsibility to deliver the purchased items or items similar or betterMr [redacted] notes on his response that one of my options was to take the three appliances for the $contract price, per phone conversation with his staff, I previously pointed out the three identical items were available at another local retailer for significantly less and included free delivery and I was told they would meet the sales price, but could not do anything about the delivery chargesI have been purchasing appliances, and referring Ventura TV to clients for over years and I am personally very disappointed in the way they have handled this situation Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/15) */ As you can see on the invoice three items have descriptions and priceThe one Item does not have descriptions and priceIn fact it has a negative amount of -$ As you see in the correspondence, We gave three reasonable optionsThe offers are still good should Mr [redacted] decide to take them Thanks ***