Window Depot Imperial Beach

Good Afternoon,I'm writing this letter in response to complaint ***.Sometime in November I had a gentleman come in to return a severely damaged doorI informed him our company policy is that we don't take back damaged merchandiseHe explained that he was not the person who had initially made
the purchase. He then made a phone call and let me speak with a ladyWhen I explained our policy to her she said she had spoke with an employee regarding the damageSo I checked with all of my employees, and none of them recalled speaking with herThe door did not have a simple nick, it had a chunk missing and would have not been on our shelf that wayI then told her that unfortunately I was unable to refund her door. The gentleman then took the door and left the building on his own accordLater I had an employee informed me that a customer left a door in the parking lot in the rainI never told the gentleman who was here that he had to leave at any time. I would like to say here at the Window Depot customer service is our number one priority.Thank you,*** *** Assistant store manager

Review: I went into buy two interior doors told the service rep. the sizes I needed when she showed them to me, I noticed one door had a nick in it and said I did not want that one. The sales Rep I believe was [redacted] said no problem she would have the loader pull one from the back. We proceeded to go to the counter to pay. The loader brought out doors to load in my nephews truck. When we unloaded at home I saw the door was the one with the nick in it. So I called and told the rep that answered what had happened and she stated OK but I would only have 30 days to do any exchanges or returns. I proceeded to say no problem will do. I finally got a ride back to exchange the door on 11/3/2015. When I made the original purchase on 10/9/2015. When we took the door back all the reps said since it was damaged we would have to get approval from [redacted] the Manager. I explained what had happened and he said any damaged item only have 10 days to be brought back. When I told him I called he turned and asked the sales reps there and all said no they didn't recall the conversation. So he said no you can not exchange, I believe my people and you did not call. I said no final. I proceeded to tell him my nephew built his house from the ground up and we had spent over ten thousand dollars there and he was being a jerk over a 75.00 door. He then said if we were not going to purchase more items then we had to leave. I left but the door stayed there I was not going to put a door I did not want in my house. So He not only made money off of me but he also will probably sell to someone else with out telling them and make more money. I really don't Think [redacted] knows anything about customer service.Desired Settlement: First and foremost I want a refund now. So I can buy the products at a repeatable store that actually cares about customer service skills.

Business

Response:

Good Afternoon,I'm writing this letter in response to complaint [redacted].Sometime in November I had a gentleman come in to return a severely damaged door. I informed him our company policy is that we don't take back damaged merchandise. He explained that he was not the person who had initially made the purchase. He then made a phone call and let me speak with a lady. When I explained our policy to her she said she had spoke with an employee regarding the damage. So I checked with all of my employees, and none of them recalled speaking with her. The door did not have a simple nick, it had a chunk missing and would have not been on our shelf that way. I then told her that unfortunately I was unable to refund her door. The gentleman then took the door and left the building on his own accord. Later I had an employee informed me that a customer left a door in the parking lot in the rain. I never told the gentleman who was here that he had to leave at any time. I would like to say here at the Window Depot customer service is our number one priority.Thank you,[redacted] Assistant store manager

Review: I purchased an order of 6 windows from window depot, In which I paid an additional $10 per window to have them expedited and have the 5 business days Guarantee in which my windows will arrive, or my window is FREE! That is why we pay a $10 extra charge to have them delivered quickly. I was called on the 4th business day and informed that my windows had arrived. GREAT! About 5 minutes pass by and I am called again, now being informed that 1 of my windows arrived damaged, (not so great) I ask if my window will arrive before the 5th business day, and they told me NO. I then ask if my window will be free, since they did not fulfill their commitment, I was told YES, then about 2 seconds go by and the lady on the phone says wait, let me ask the manager.

Manager gets on the phone and says that they cannot honor their contract because they technically still brought their window before 5 business days. I then told them if that is the case, then I will drive to the store to get my windows, Manager says, that 1 window will be pending. I say exactly! That is why you have not completed your commitment, I paid for 6 new windows. Not for a broken one. Manager says that the best he can do, is refund my $10 for the 5 day guarantee!

Then I ask why are you SELLING a 5 day guarantee in which you cannot honor! I have purchased over $4000 in windows the last 60 days, and planned on doing much more business with this store, $82.94 plus $7.46= $90.40 is not that great of an amount in comparison to the great business I could have offered this store. I am not money hungry or desperate to get my $90.40 back but I do not appreciate getting ripped off, and I cannot stand behind a business doing so, especially when you pay for that extra service/insurance.Desired Settlement: I just want what I am entitled to, nothing more, nothing less. Honor your contracts. I would like a check in the amount of $90.40, since I do not want to go back to the store and have you refund my credit card.

Business

Response:

Good Morning,

The 5 Business Day Guarantee Program in which you could get your window free ended on June 18th 2013 and a new 5 Business Day Guarantee Program began on the June 19th. The new program only refunds the money paid to expedite the window if the window does not arrive in 5 business days. Mr. [redacted] purchased his windows on July 2, 2013 and there was no signage up regarding the program. Mr. [redacted] was refunded the additional money he paid to expedite the window since the window did not arrive on time ($10 plus tax). The Window Depot has always honored the 5 Day Guarantee Programs, and we have never told a customer we could not honor our contract. We sincerely appreciate all of our clients and do not engage in unethical business practices.Very Best Regards, *. [redacted] Store Manager

The Window Depot

300 W. 28 th st. Suite 105

National City, Ca 91950