Thank you for contacting us in regard to the complaint you received from [redacted] *** Upon investigation of the situation it has been determined that we are unable to verify if the damage occurred to the glass prior to being picked up or after it was removed from our premises as the glass was wrapped in paper and taped by the supplier Based on the circumstances of this complaint, Frank’s Glass has implemented new procedures where all wrapped items should be unwrapped and inspected prior to removal from the premises A customer sign-off will be required upon inspectionAll mirrors ordered through Frank’s Glass are custom cut to size, thus returns are not accepted In addition, Mr [redacted] was also provided with an additional andscot bracket at no charge (value $15) when he picked up the replacement mirror Frank’s Glass has been in business for over years and has had a stellar service record over this period We pride ourselves on providing world class customer service We regret that Mr [redacted] experienced an issue with the mirrors he ordered As a result, in good faith, we will reimburse Mr [redacted] the $incurred for the cost of the replacement mirror As noted, in the future we will inspect all product prior to leaving the premises to ensure there is no dispute with whether the product was damaged prior to or after leaving our business
Thank you for contacting us in regard to the complaint you received from [redacted] *** Upon investigation of the situation it has been determined that we are unable to verify if the damage occurred to the glass prior to being picked up or after it was removed from our premises as the glass was wrapped in paper and taped by the supplier Based on the circumstances of this complaint, Frank’s Glass has implemented new procedures where all wrapped items should be unwrapped and inspected prior to removal from the premises A customer sign-off will be required upon inspectionAll mirrors ordered through Frank’s Glass are custom cut to size, thus returns are not accepted In addition, Mr [redacted] was also provided with an additional andscot bracket at no charge (value $15) when he picked up the replacement mirror Frank’s Glass has been in business for over years and has had a stellar service record over this period We pride ourselves on providing world class customer service We regret that Mr [redacted] experienced an issue with the mirrors he ordered As a result, in good faith, we will reimburse Mr [redacted] the $incurred for the cost of the replacement mirror As noted, in the future we will inspect all product prior to leaving the premises to ensure there is no dispute with whether the product was damaged prior to or after leaving our business