Webster Lock & Hardware Inc.

Review: Webster locksmiths delivered the safe to our home and after unpacking the product the employee noticed that the warranty and all the paperwork was not included. The employee contacted the owner, [redacted] to see if the paperwork could be delivered. Once the employee got off the telephone he did not state what the response was. I then telephoned [redacted] who apologized and said the paperwork would be mailed. He also stated that he could not handle this. I proceeded to state "this is unprofessional and a customer should not be penalized due to his company's error. The safe cost me with installation, additional keys a total of $522.60. The employee have to return on Monday to finish the job. The owner attitude via telephone expressed that he did not care and it will be mailed.

We do not have the warranty nor Manuel to operate this item. I am requesting the assistance of the Revdex.com.Desired Settlement: I am requesting that the owner is contacted as well as requesting a percentage of our money back since we have been inconvenienced. I also would like this complaint to be registered so people can view.

Business

Response:

I am writing in response to the above referenced ID. On Saturday, 3/[redacted]/2014, [redacted] came into our establishment to purchase a safe. She picked out a safe and requested that we make extra keys for her and deliver and install the safe to her home at [redacted] that afternoon. We explained that we do not operate at full staff on Saturday and usually only handle emergency calls and previously scheduled appointments. [redacted] was quite persistent and we agreed to accommodate her that afternoon. We asked the customer if the safe was to be delivered/installed up stairs. This requires an additional delivery charge as we would have to send a second person to help carry the safe. Due to the excessive weight of the item, we require this for the safety of our employees. She indicated that there were three stairs in her home. We waived the extra fee and scheduled one service person to be dispatched to the location. She paid for the items in full before l eaving our establishment.

Upon arrival, the service person was shown the location of the installation. It was on the third floor of a private home. This was in direct contradiction of what she had stated (three stairs) in our establishment. The employee agreed to deliver the safe without the help of another person. In order to properly install the safe, a hole needed to be drilled into the floor board to secure it against possible theft. On inspection of the customer’s preferred installation site, it was noted by our service person that due to type of flooring, it would require a special custom-made bracket, so as not to damage the existing floor surface. The service person explained the situation to [redacted], and indicated that he would have to fabricate this bracket from steel, and he would return on Monday, 3/**/2014 (our next business day) and complete the installation. He further indicated that there would be no additional charge for the bracket, or for the additional service call.

Upon unpacking the safe, which was to be left in the customer’s home pending installation, it was discovered that the instructions were not included in the box from the manufacturer. The service person phoned me, the owner of Webster Lock & Hardware, and I told him I would take the instructions from another box and get them to her on Monday. I instructed him to show [redacted] how to operate the safe in the meantime and to assure her that upon his return, he would bring her the instruction booklet and any other papers that were omitted from the box.

[redacted] then telephoned me ([redacted], not [redacted] as stated in her complaint) and demanded the instructions be delivered immediately. I explained that I could not get them to her immediately as most of my employees had gone home for the evening, and that I could either drop them in the mail or hand-deliver them on Monday. She continued to demand the instructions to the safe and at that point, out of sheer desperation, I said that had I not had a personal commitment that evening, I would have brought them to her myself. She became irate, said this was unacceptable and that she was dissatisfied with our company’s service. It seemed to me that there was little we could do to satisfy [redacted] at this point on Saturday evening. We returned to her home on Monday, 3/**/2014 and completed the safe installation as we promised, and delivered to her the instructions and all of the pertinent paperwork that she was due.

With all due respect to [redacted]’s complaint, she did not accurately describe the site of delivery of the safe. She was not charged for an additional delivery person which is protocol for a job of this nature. She was not charged for the custom-made steel bracket. She was not charged for the second service call to her home. The safe was installed the next business day and all instructions and paperwork was delivered to her at that time.

Webster Lock & Hardware answers and dispatches approximately 150 service calls per day. We are a family owned business that has been serving the community since 1949. We take great pride in delivering prompt and courteous service to all of our customers. It is rare that we receive a complaint, but when we do, we do our best to satisfy our customers. We feel we treated [redacted] with the utmost respect and courtesy and I am sorry this was unsatisfactory to her.

If I can be of any additional service to you, please do not hesitate to contact me.

Sincerely,

President

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I made an error in the spelling of your name [redacted], but we did have a telephone conversation. I did inform your employee about the steps to my home, he continued to process my order and take my money without hesitation. The employee in the store never told me that on Saturday Webster Lock & Hardware Inc. does not operate with a full staff so the statement you made is not true.

The employee who came to my resident to install the safe stated that he should have brought someone with him. At that point, my husband offered to assist your employee.

I never became irate, but angry at how you handled our telephone conversation. You spoke to me unprofessionally as if I was not a customer. What I was trying to get across to you during the conversation was that if I did not pay for the safe in full your company would not give me the safe. I felt since the item was paid for I should have received the proper paperwork instead of receiving a negative response from you.

During my transaction in the store you were no where around. I understand your company have been in business for many years and that does not give you the right to be disrespectful to a customer. I am a professional of many years, have been dealing with the public and know what is acceptable in business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,