VFN Fiberglass Inc.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Customer placed his order on August 18th - and did leave a half deposit. We do build our products as ordered - our production time at...

that point was 5-6 weeks prior to completion. We contacted him again on September 28th in regards to the balance left on the order.
Customer did have the choice to pay shipping charges directly to the carrier when it came in, however - it was a cheaper option to send this item as a prepaid shipment to his area - saving him an additional $40.
Customer did approve these charges on September 28th - and it was charged on the 29th of September as requested.
Knowing the item shipped out, our customer contacted us yesterday - September 30th for a tracking number and confirmation on the part he ordered.
Upon receiving and checking this information that he was sent by email, he noticed that the confirmation for the hood did not match the description for the one he wanted and called back to question this.
I did speak with the customer and explained that the item did already ship - but that we can take the item back and swap it out for the one he requested.
We did not speak about return freight - but there is a $120 price difference between the two hoods which is clearly shown in our catalog and website. Meaning the hood he was charged for cost $495.00 plus a $25 dollar box fee but the hood he was now requesting costs $615.00 plus the $25 dollar boxing fee.
When asking if it would be alright to charge that amount to his card when the new hood was ready to ship - customer became very irate and verbally abusive.
Was very difficult to talk a resolution with him at that time
Customer stated at that point that he could find the same hood for half the price locally and that he'd like to cancel instead - which I explained that there would be a 5% restocking fee to help us offset some of our costs.
Customer promised to bash us on the internet because he was not happy with this decision.
I did explain to our customer that our listed terms are generally 20% - plus return freight for an item already shipped.
As requested, we did contact the carrier after our conversation and started the process of getting it returned back.
The two offers for resolution still stand.
We will gladly swap out the hood for the style he would like instead - or we can cancel it out completely - giving the customer a refund
However, either of these two fees would still apply.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't make the mistake of making the wrong hood. If I was to make the mistake of making the wrong hood in a business that I ran and then tell the customer that they're responsible for a fee. Does that make sense to any rational business to charge a person anything for a mistake that they made ? The only thing that would make sense would be to offer a 100% refund. I don't feel it is unfair or irrational to offer. The customer service from Vfn was bad enough and I feel that the easiest and right thing to do to close the case is to give me all of my money back that I work hard for. Again if I made the mistake I couldn't even begin to think of charging a customer.
Final Consumer Response /* (3000, 9, 2015/10/02) */
I also want to add that the hood had not shipped yet and was still at your place of business. I called the shipping company to confirm this. Also in reply to you saying that I was irate with you. The only time I'd said anything to you was after you'd informed me that you were going to charge me 5% for a mistake that you'd made. I would love if you guys recorded your phone calls to show how you acted on the phone plus to prove that this was a mistake on your end for not getting the order correct. Also if I could attach replays by others that say that the customer service and dealing with you on the phone is one of the most unpleasant business experiences that they've had. Not only rude but not listening and not explaining things. If any other business out there wanted to charge a customer for a mistake they made it would be a business not around long.
Final Business Response /* (4000, 11, 2015/10/05) */
The hood did in fact ship on Sept 29th. Prior to the discovery that the hood shipped was not the hood the customer had wanted.
This can be verified with [redacted]
Phone #XXX-XXX-XXXX
Pro#CTBVXXXXXXXX
The Bill of Lading was Signed and Dated 9/29 by the driver at the time it was picked up.
The e-mail confirmation with tracking # was sent on 9/30, it was after receiving the e-mail That Mr [redacted] Contacted us with his concerns.
Normally its customary to charge for a return on freight but since Mr [redacted] stated he would rather have a refund than any hood we will waive any freight charges and give him a full refund

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Customer placed his order on August 18th - and did leave a half deposit. We do build our products as ordered - our production time at that...

point was 5-6 weeks prior to completion. We contacted him again on September 28th in regards to the balance left on the order.
Customer did have the choice to pay shipping charges directly to the carrier when it came in, however - it was a cheaper option to send this item as a prepaid shipment to his area - saving him an additional $40.
Customer did approve these charges on September 28th - and it was charged on the 29th of September as requested.
Knowing the item shipped out, our customer contacted us yesterday - September 30th for a tracking number and confirmation on the part he ordered.
Upon receiving and checking this information that he was sent by email, he noticed that the confirmation for the hood did not match the description for the one he wanted and called back to question this.
I did speak with the customer and explained that the item did already ship - but that we can take the item back and swap it out for the one he requested.
We did not speak about return freight - but there is a $120 price difference between the two hoods which is clearly shown in our catalog and website. Meaning the hood he was charged for cost $495.00 plus a $25 dollar box fee but the hood he was now requesting costs $615.00 plus the $25 dollar boxing fee.
When asking if it would be alright to charge that amount to his card when the new hood was ready to ship - customer became very irate and verbally abusive.
Was very difficult to talk a resolution with him at that time
Customer stated at that point that he could find the same hood for half the price locally and that he'd like to cancel instead - which I explained that there would be a 5% restocking fee to help us offset some of our costs.
Customer promised to bash us on the internet because he was not happy with this decision.
I did explain to our customer that our listed terms are generally 20% - plus return freight for an item already shipped.
As requested, we did contact the carrier after our conversation and started the process of getting it returned back.
The two offers for resolution still stand.
We will gladly swap out the hood for the style he would like instead - or we can cancel it out completely - giving the customer a refund
However, either of these two fees would still apply.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't make the mistake of making the wrong hood. If I was to make the mistake of making the wrong hood in a business that I ran and then tell the customer that they're responsible for a fee. Does that make sense to any rational business to charge a person anything for a mistake that they made ? The only thing that would make sense would be to offer a 100% refund. I don't feel it is unfair or irrational to offer. The customer service from Vfn was bad enough and I feel that the easiest and right thing to do to close the case is to give me all of my money back that I work hard for. Again if I made the mistake I couldn't even begin to think of charging a customer.
Final Consumer Response /* (3000, 9, 2015/10/02) */
I also want to add that the hood had not shipped yet and was still at your place of business. I called the shipping company to confirm this. Also in reply to you saying that I was irate with you. The only time I'd said anything to you was after you'd informed me that you were going to charge me 5% for a mistake that you'd made. I would love if you guys recorded your phone calls to show how you acted on the phone plus to prove that this was a mistake on your end for not getting the order correct. Also if I could attach replays by others that say that the customer service and dealing with you on the phone is one of the most unpleasant business experiences that they've had. Not only rude but not listening and not explaining things. If any other business out there wanted to charge a customer for a mistake they made it would be a business not around long.
Final Business Response /* (4000, 11, 2015/10/05) */
The hood did in fact ship on Sept 29th. Prior to the discovery that the hood shipped was not the hood the customer had wanted.
This can be verified with [redacted]
Phone #XXX-XXX-XXXX
Pro#CTBVXXXXXXXX
The Bill of Lading was Signed and Dated 9/29 by the driver at the time it was picked up.
The e-mail confirmation with tracking # was sent on 9/30, it was after receiving the e-mail That Mr [redacted] Contacted us with his concerns.
Normally its customary to charge for a return on freight but since Mr [redacted] stated he would rather have a refund than any hood we will waive any freight charges and give him a full refund