Premier Farm & Home, LLC

Initial Business Response / [redacted] (***0, 8, 2015/12/14) */ [redacted] Thanks for reaching out with [redacted] BBB case #***. I have taken some time to read the file you provided, and have also spoken with [redacted] and the [redacted] sales associates involved. There are definitely discrepancies... between the two sides of the story, but the general concept of poor customer service persists regardless of the degree to which it persists. My conclusion is that there were failures at many levels during the interaction with [redacted] , and the Digital World staff handled the situation poorly. Our job when a customer comes in with an issue is to review the situation and to work to resolve the issue. Regardless of the broken screen, our staff should have worked towards honoring the warranty which covered the defective charge port. At times customers' demands will not align with what we are able to offer as a resolution; for instance replacing the phone was not an option in this situation as the screen had been broken. In light of that, customer facing staff require the skills and training to be able to handle irate customers, and to de-escalate these difficult situations while working towards the final resolution. In summary, there were multiple failures on our part as a team. As a team we should be taking the high road regardless of the situation presented. The actions taken by numerous members of the team were grossly inappropriate and unprofessional. In light of that, we are willing to offer [redacted] a refund in the amount of $ [redacted] plus an additional $ [redacted] (to make $ [redacted] even) for the inappropriate actions of our team members. Sincerely, [redacted] Digital World [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am willing to accept their response as they are willing to acknowledge the poor vulgar customer service, Which I certainly appreciate though it does not change the fact I will never be returning to the store. I also appreciate there offer in regards to my refund.

Initial Business Response /* ([redacted]0, 8, 2015/12/14) */
[redacted]
Thanks for reaching out with [redacted] Revdex.com case #[redacted]. I have taken some time to read the file you provided, and have also spoken with [redacted] and the [redacted] sales associates involved. There are definitely discrepancies...

between the two sides of the story, but the general concept of poor customer service persists regardless of the degree to which it persists. My conclusion is that there were failures at many levels during the interaction with [redacted], and the Digital World staff handled the situation poorly.
Our job when a customer comes in with an issue is to review the situation and to work to resolve the issue. Regardless of the broken screen, our staff should have worked towards honoring the warranty which covered the defective charge port. At times customers' demands will not align with what we are able to offer as a resolution; for instance replacing the phone was not an option in this situation as the screen had been broken. In light of that, customer facing staff require the skills and training to be able to handle irate customers, and to de-escalate these difficult situations while working towards the final resolution.
In summary, there were multiple failures on our part as a team. As a team we should be taking the high road regardless of the situation presented. The actions taken by numerous members of the team were grossly inappropriate and unprofessional. In light of that, we are willing to offer [redacted] a refund in the amount of $[redacted] plus an additional $[redacted] (to make $[redacted] even) for the inappropriate actions of our team members.
Sincerely,
[redacted]
[redacted]
Digital World
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am willing to accept their response as they are willing to acknowledge the poor vulgar customer service, Which I certainly appreciate though it does not change the fact I will never be returning to the store. I also appreciate there offer in regards to my refund.