Kerry Cottage LTD

Initial Business Response / [redacted] (1000, 7, 2016/02/03) */ The customer in question did in fact purchase a set of gold earrings from our shop on 11/28/The customer was notified that we do not carry gold in the store and that he would be able to purchase them as a special orderHe was also notified that special orders and earrings are non-returnableHe was given the catalogue to select his itemHe chose the earrings and the earrings he chose were then orderedHe was supplied the receipt for his purchase that states earrings are not returnableThe item arrived and was in fact what he had orderedWhen he picked up the earrings he was given the opportunity to inspect them before leaving the store In January, the customer expressed the wrong earrings were ordered and he wanted to return themThe customer was contacted and informed that due to store policy special orders and earrings are non returnableHe was immediately irate and made numerous consecutive calls to the shop to express his dissatisfactionWhile we value our customers feedback and hope that they truly enjoy their shopping experience with us, we must abide by our store policyWe have investigated the incident and there was not a mistake made in ordering, the choice of earring that was made was done so by the customer himself Our no return policy on earrings is consistent with retailers that sell jewelryIt is a standard practice for sanitation purposes, additionally we want all of our customers who purchase earrings from us to feel comfortable that the new merchandise is in fact not previously owned We thank you for your notification and if the customer has additional concerns he may in fact follow up with the store manager

Initial Business Response /* (1000, 7, 2016/02/03) */
The customer in question did in fact purchase a set of gold earrings from our shop on 11/28/2015. The customer was notified that we do not carry gold in the store and that he would be able to purchase them as a special order. He was also...

notified that special orders and earrings are non-returnable. He was given the catalogue to select his item. He chose the earrings and the earrings he chose were then ordered. He was supplied the receipt for his purchase that states earrings are not returnable. The item arrived and was in fact what he had ordered. When he picked up the earrings he was given the opportunity to inspect them before leaving the store.
In January, the customer expressed the wrong earrings were ordered and he wanted to return them. The customer was contacted and informed that due to store policy special orders and earrings are non returnable. He was immediately irate and made numerous consecutive calls to the shop to express his dissatisfaction. While we value our customers feedback and hope that they truly enjoy their shopping experience with us, we must abide by our store policy. We have investigated the incident and there was not a mistake made in ordering, the choice of earring that was made was done so by the customer himself.
Our no return policy on earrings is consistent with retailers that sell jewelry. It is a standard practice for sanitation purposes, additionally we want all of our customers who purchase earrings from us to feel comfortable that the new merchandise is in fact not previously owned.
We thank you for your notification and if the customer has additional concerns he may in fact follow up with the store manager.