Bear Trade Show Services

Review: On 8/11/14 I inquired via email about renting tables, chairs, and stools. I received a phone call the owner of Bear Trade shows. We discussed what he had available and the reason I needed the furniture, I let him know that we might have to extend the rental if our container was delayed further, he said he would provide a quote for 15 days because there is a discount when he quotes in blocks of 3 days and go from there. I received a quote from his wife, there were a few revisions because the customer was able to find tables/desks and I was able to source different teacher chairs and stools, the final order was for 150 folding chairs to be delivered to Davis HS on 8/22/14, I prepaid for the rental with a credit card on 8/19/14. On the evening of 9/3/14 our sales rep called me to tell that the owner of Bear Trade Shows called him saying he needed to pick the chairs up the next day, I called the owner of Bear Trade Shows that evening and explained that the container with our furniture on it was at the Port of Seattle but had not been released for delivery yet and I would call him first thing the next morning on 9/4 and talk to him about a plan. I called the owner on the morning of 9/4, he explained to me that he needed the chairs for a wedding on Saturday 9/6, I asked him if it would be possible to pick the chairs up on Friday 9/5 after school was out and then deliver them back to the school on Monday morning if we still hadnt received our furniture and that [redacted] would pay for the labor for both the pickup and redelivery, he agreed and asked me to let him know where the carts and chairs were and to email his wife, for the labor quote because he was getting ready to head to an event in California. I sent an email to his wife asking her to send me a quote for the labor to pick up the chairs on 9/5 and redeliver them on 9/8 as well as extra rental days until Wednesday, 9/10. That evening, Thursday, 9/4 the chairs were removed from the school without notice. Our sales rep received a call from the customer to report that 5 classrooms were without chairs. I called the owner but he did not answer so I left a voicemail asking if he knew anything about it, I then emailed he and his wife. The owner called me back in the afternoon and laughed it off as a misunderstanding despite my email that clearly states the chairs werent to be removed until after school on 9/5. He then followed up with an email apologizing for the misunderstanding and wanted to know if we still needed the chairs on Monday 9/8,Desired Settlement: Partial Refund

Business

Response:

This customer was clearly notified at the time of ordering that the items would be collected on 9/4 (see email screen shot attached. I have also forwarded the actual email). This pickup was additionally confirmed the morning of 9/4 when I contacted the customer to locate a point of contact for pickup that afternoon. Bear Trade Show Services prides itself on exceptional customer care, and has a stellar reputation to back this up. It is unfortunate that this customer was unhappy, but the confusion on this matter rests solely on the customer.