Honor Memorials

I am writing in reply to your letter dated 7/24/Concerning the above complaint that your office receivedI am both sad and surprised that *** *** was compelled to file this complaint but I will address each item and provide an explanation of the events.1.) Our company is an independent
memorial retailer who does not represent ourselves as anythingother than thatIt is clear on our order forms and any other mailings who we are and what services we provideThe specific cemetery that this order concerns sells their own memorials and would be considered competition and therefore it would make no sense for us to be an intermediary for the cemetery.2.) I did contact *** *** by phone and personally apologized for him not receiving a return callfrom our officeHe explained that he had emailed his office representative and unfortunately was not made aware of it, acknowledged and apologized for this oversightI am aware how important communication with our customers is and in this instance it was a genuine mistake that will address within my office on how to do better moving forward.3.) In terms of the order I have enclosed a copy for reviewThe order was sent on 3/28/to ***
*** and was received back on 4/20/We are still within the listed delivery expectation and would have been on time with our delivery.As mentioned previously, this cemetery sells their own memorials and as of recent have been making a habit of Speaking poorly of our company, selling the customer another bronze and in most cases charging them moreThey then instruct my customer cancel their orders with usThis is the third time in as many WeekS So it is a shame that they are being this unscrupulousWe do not conduct ourselves that way and will pursue that matter with them directly.Please know we make every effort to offer our customers a positive experience combined with a fair price in a most difficult timeIt is something as a business owner I will not accept less than for our familiesOut of respect for *** *** and his family agreed to refund him the price of the memorialfeel badly that we were not able to provide the memorial and that the cemetery took this as an opportunity to conduct themselves this wayI acknowledge the fault of not having done better in communicating with *** *** and will take the appropriate steps to improve upon that.If there is any further information you need from me or any questions I can answer please don't hesitate contacting me.take our customer service experience very seriously and regret that it was addressed at this level but do sincerely thank you for your time and attention in this matter.- Very Best,Karyn S*** *** ***