Whitehall Jewelers

Thanks for giving us the opportunity to respond to this inquiry.We’ve had a chance to review [redacted] ’s comments and understand his position clearly The flaw in his argument is that he ordered a service entirely different than what was discussed with our team during his inquiry process We in turn executed the service he requested, and billed him accordingly He paid for exactly the service he received, and he received exactly the service he ordered.Now, if you go back and address his comments one by one, we can substantiate that he did indeed e-mail our customer service team on a few occasions and he did indeed get a quote that had numbers similar to what he mentions in his statement There is one important distinction here that he fails to acknowledge however, which is the fact that these aforementioned quotes were based on his using a ‘self-service’ pick up option Unfortunately, after these discussions, he went online and ordered our ‘full service’ pick up option, which clearly comes with a $pickup fee You can see this clearly in Exhibit A attached or: [redacted] If you look closely in Exhibit A (or by visiting our site) you can see the pickup times associated with a ‘Full Service’ pick up are one hour windows, whereas a ‘Self Service’ offers hour windows If you look at Exhibit B, you can see the customer profile for [redacted] from our operational database You’ll see at the top of the screen ‘Web’ is indicative of the fact that [redacted] did indeed order online from the earlier mentioned order form, and the one hour pick up window is also clearly outlined, indicating his requesting a full service retrievalUltimately, as mentioned at the outset, we executed the service he ordered, and charged him accordingly As a result, he is not due a refund.As it pertains to the hotel fees, we are in no way responsible for their charges, and to imply anything to the contrary is nothing short of irresponsible We delivered to the hotel on time just as he ordered After that time, we simply can’t control where they store the luggage or if they attach a fee for such a service In any event, we had nothing to do with the hotel charge, and therefore should have nothing to do with a credit related to the chargeIf anything, he should be asking the hotel to refund him.It’s worth noting, we’ve been in business for over a decade and we’ve never, ever, had a complaint similar to this He clearly choose the wrong service when he ordered and we executed it just as he requested It’s unfortunate he made a mistake whenordering It really is But to turn around and imply we are responsible for his mistake is severely flawed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe only reason I'm rejecting this is because the business requested additional information and there is no way to provide this without considering it an attempt at resolution that I can see Although it is listed in the basic info of the complaint, I will reiterate it hereIt is the Ramada Plaza at [redacted] in Louisville, KentuckyI hope this can be resolved with complete satisfaction on both party's side [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted] ***

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Ramada PlazaCompany Contact: [redacted] ***Company Phone:###-###-####Company Email:[email protected] Who Sent the Complaint: [redacted] Staff Member:Response:Guest stated the rooms were cold when they checked inWe did apologize for the inconvenienceI have spoken with my Executive Housekeeper to make sure this never happens againI have credited back 50% of each room involvedThe guest was satisfied with the credit of 50% when I spoke with himIt is incorrect that I would not call the guest backUnfortunately the front desk clerk that took his number down mistakenly misplaced the numberI called the number on the reservation and apologized to that guest but unfortunately it was not the guest that wanted me to call himAgain I apologized for his number being misplaced.Sent on: 2/18/3:52:PM

Hello, I do apologize, we would need a copy of the bank statement showing the double charge Thank you!

[redacted] Dear Contact: Thank you for notifying our office of the concern filed by [redacted] at the Ramada property in Louisville, KY To assist in reaching a resolution, I’ve informed the property’s general manager of the situationThe general manager will contact the guest on or before March 14th As a company, we’re committed to delivering a great experience with every stay with us Thank you [redacted] **

Hello, Thank you for contacting Ramada Customer Care. I am truly sorry to hear of your experience. To better assist you, would you please provide us with the address of the property? Once we receive your response with the requested information we will submit your
concern to the property for their assistance in resolution Thank you for choosing Ramada Customer Care Thank you, *** ** Liaison, Customer Care Wyndham Hotel Group

We’re terribly sorry to hear there was damage to Ruth’s
luggage. We do all that we can to insure
our shipments travel and arrive in the same condition in which they are
retrieved, but there are unfortunately some instances where damage does occur
in transit. As she mentioned, the
other
time this was an issue we paid for the repair in full. This instance would be no different. We offer $of standard insurance on each shipment that
specifically covers loss or damage, and we’d be happy to review a claim for any
damage or destroyed luggage. Unfortunately, this is the first we have heard of any issue with her
most recent shipment. No claim has been
filed directly with us, which is required for us to be aware of a problem in
the first place, and more importantly for us to address it properly.We would be happy to receive, review and satisfy her claim
as soon as we hear from herShe can reach us any time at
***

They said she did not call me back because her worker forgot to leave her the note to call meSix times I left message and each time they forgot to tell herOne of the guys with me called and same thing happen was told they would leave message but never called backShe said did have phone number but we all filled out a card with all our phone number on them plus were we live our home address. I want full refund for all the stuff they put us thru And now is is lieing about what happened but says.they were wrong whyIt was so cold in that room I could not take shower or sleep why sould we pay for this Tried of them saying sorry we want a full refund! They have said they screw up not us.Thank-you---------- Forwarded message ---------- From: *** *** ***> Date: Fri, Feb 19, at 9:AM Subject: Re: not right To: *** just forget it I will take there settlement Thank you every much have a nice day*** ***

Thanks for giving us the opportunity to respond to this inquiry.We’ve had a chance to review [redacted]’s comments and understand his position clearly.  The flaw in his argument is that he ordered a service entirely different than what was discussed with our team during his inquiry...

process.  We in turn executed the service he requested, and billed him accordingly.  He paid for exactly the service he received, and he received exactly the service he ordered.Now, if you go back and address his comments one by one, we can substantiate that he did indeed e-mail our customer service team on a few occasions and he did indeed get a quote that had numbers similar to what he mentions in his statement.  There is one important distinction here that he fails to acknowledge however, which is the fact that these aforementioned quotes were based on his using a ‘self-service’ pick up option.  Unfortunately, after these discussions, he went online and ordered our ‘full service’ pick up option, which clearly comes with a $50 pickup fee.  You can see this clearly in Exhibit A attached or: [redacted]If you look closely in Exhibit A (or by visiting our site) you can see the pickup times associated with a ‘Full Service’ pick up are one hour windows, whereas a ‘Self Service’ offers 4 hour windows.  If you look at Exhibit B, you can see the customer profile for [redacted] from our operational database.  You’ll see at the top of the screen ‘Web’ is indicative of the fact that [redacted] did indeed order online from the earlier mentioned order form, and the one hour pick up window is also clearly outlined, indicating his requesting a full service retrieval. Ultimately, as mentioned at the outset, we executed the service he ordered, and charged him accordingly.  As a result, he is not due a refund.As it pertains to the hotel fees, we are in no way responsible for their charges, and to imply anything to the contrary is nothing short of irresponsible.  We delivered to the hotel on time just as he ordered.  After that time, we simply can’t control where they store the luggage or if they attach a fee for such a service.  In any event, we had nothing to do with the hotel charge, and therefore should have nothing to do with a credit related to the charge. If anything, he should be asking the hotel to refund him.It’s worth noting, we’ve been in business for over a decade and we’ve never, ever, had a complaint similar to this.  He clearly choose the wrong service when he ordered and we executed it just as he requested.  It’s unfortunate he made a mistake whenordering.  It really is.  But to turn around and imply we are responsible for his mistake is severely flawed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The only reason I'm rejecting this is because the business requested additional information and there is no way to provide this without considering it an attempt at resolution that I can see.  Although it is listed in the basic info of the complaint, I will reiterate it here. It is the Ramada Plaza at [redacted] in Louisville, Kentucky. I hope this can be resolved with complete satisfaction on both party's side. 
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Hello,I do apologize we will only be able to offer 15,000 WR points as a goodwill gesture. Any additional compensation, you will need to work with the property.Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Unless I missed their call on Tuesday due to being out with someone, the hotel did not get in contact with me regarding this issue. As such, I will be re-escalating this as the request for information threw everything off. 
Regards,
[redacted]

Hello,   I do apologize, we would need a copy of the bank statement showing the double charge.   Thank you!

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Ramada PlazaCompany Contact:[redacted]Company Phone:###-###-####Company Email:[email protected] Who Sent the Complaint:[redacted]Staff Member:Response:Guest stated the rooms were cold when they checked in. We did...

apologize for the inconvenience. I have spoken with my Executive Housekeeper to make sure this never happens again. I have credited back 50% of each room involved. The guest was satisfied with the credit of 50% when I spoke with him. It is incorrect that I would not call the guest back. Unfortunately the front desk clerk that took his number down mistakenly misplaced the number. I called the number on the reservation and apologized to that guest but unfortunately it was not the guest that wanted me to call him. Again I apologized for his number being misplaced.Sent on: 2/18/2016 3:52:15 PM

[redacted]
[redacted]
[redacted]   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Ramada property in Louisville, KY.   To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before March 14th.  As a company, we’re committed to delivering a great experience with every stay with us.   Thank you [redacted]