Special Occasions

TO: Revdex.com CORPORATE OFFICE c/o *** ***
-0.05pt;">(512) 445-phone (512) 445-fax RE: ID: *** In response to the customer complaint, we are enclosing copies of his invoices (separate orders) and outlining the events in a chronological manner so that his misrepresentation of the facts is clear for anyone to understandYou may call me if you still have any questions, but at this point, this customer is fortunate that I have not taken him to small claims court to recover the store losses (of which I have enclosed a copy)This customer came to the store on May 29, with the brideThey were looking for a navy coat and tan pantsThey were having a difficult time finding these items because the bride wanted the coat to be a specific color, the pants had to fit a certain way, and to compound this, the groom's two sons were very tall (6.4' and 6.5' athletic builds)They looked at the store catalog and different in-store samplesThen we spent more than an hour and a half (usually takes 5-minutes) doing the fittingThe bride wanted to see various styles of pants on all three menThe couple decided not to order the pantsThey placed three "coat- only" special item orders (not in stock) from the manufacturer for a use date of July 10, Upon placing the order, he recieved a copy of our standard rental contract with terms stated and cancellation policy writtenHe then signed all contracts and was given a copy of each (enclosed copy:1A,1B,1C)Note: After placing any order, all customers are subject to our cancellation policy that states each order will have a $CANCELLATION FEE if done with or more weeks before the use dateIn addition, any changes/additions to the order may incur extra charges or fees associated with that changeOn June 9, 2015, the customer called to add on the pants to each of the ordersThey were still having difficulty finding pants for the two sonsThe date of use was still more than weeks out, so the items were added along with the additional rental fee, but no extra charges (copies:2A,2B,2C)After that, a month later, he again called to make more changes, but there was a problemThis time, it was the weekend before the wedding and he was cancelling the pants off the orderHe did not want to be charged for them, but the manufacturer already had his orders packaged and ready to shipThe orders had to be stopped, found, items removed, new tags issued, repackaged and resubmitted for shippingTherefore it incurred extra shipping/handling fees that the customer still did not want to pay forIn addition, the box would arrive one day later due to this delayIn the end, he refused to pay for the extra ship/handling fees and verbally upset the store staff about the delayThe staff was intimidated by him, so they removed the rental pant cost and charged no fees (copies: 2A,2B, 2C)The next day the customer came back to try on and pick up the three ordersI was present and dealt with him directlyThey tried on the coatsEverything fit perfectlyHe left the store with the coatsThe store policy clearly states that no refunds will be issued once items leave the storeLater that
afternoon, a stressed bride called in an angry voice about the jacketsShe wanted a refund because the coats had a 1/8" piping on the lapelThe jackets were the right color, the right length, the right style, and the right fit, but that did not matter because the piping was going to "destroy" her weddingShe just did not want the coatsThis was clearly an excuse for whatever reason, but she insisted we give her the money backI patiently listened to her arguments on the phone until she was doneThen I spokeI explained that these were special order items she had picked out and we had no other replacements for them unless she wanted black coatsSo, I stated our standard cancellation policy ($when it leaves store:2A,2B,2C), but I also offered her a chance to return the coats before the wedding took place and we would refund all but the $cancellation feeShe agreedAs a business, we should have enforced the contract and refused to refund anything at all, but that would only have escalated the situationWe understand people are under a lot of stress during weddings, but we don't deserve to be yelled atI decided that in order to avoid further confrontations, the store was going to take a loss in regards to this account (bill enclosed:#3)In the afternoon, the groom did return with the coats but kept insisting on a full refundHis aggressive arguments would not stopSo I asked him to keep quiet as I finished the refund to his credit cardI have a right not to be bullied in my own storeHe did not stop verbally attacking, so I stopped the transaction refund and asked him to submit his claim to the credit card companyI told him I would rather deal with the CC companyI did not want him in my store and was about to call the police when he simply said he would remain quiet if I finished the refundHe never apologizedAnd when I was done, he signed all the refund paperworkThat should have been the end, but as soon as he had the refund in his hands, he proceeded to verbally threaten meHe said he was going to slander the store with negative comments on social media, negative comments to various sites like "Yelp" and everyone he could tellHe then asked for names because he was going to call his lawyer friend in "consumer affairs" and take us to courtI stayed quiet, I listened and then asked him to give his lawyer copies of the contracts that he signed when he placed the initail order and the new ones I had just given him I gave him my business card and asked him to leave the store, againPlease print my response next to his complaintThank youSincerely, *** *** SPECIAL OCCASIONS

TO: Revdex.com CORPORATE OFFICE c/o *** *** (512) 445-phone (512) 445-fax RE: ID: *** In response to the customer complaint, we are enclosing copies of his invoices (separate orders) and outlining the events in a chronological manner so that his misrepresentation of the facts is
clear for anyone to understandYou may call me if you still have any questions, but at this point, this customer is fortunate that I have not taken him to small claims court to recover the store losses (of which I have enclosed a copy)This customer came to the store on May 29, with the brideThey were looking for a navy coat and tan pantsThey were having a difficult time finding these items because the bride wanted the coat to be a specific color, the pants had to fit a certain way, and to compound this, the groom's two sons were very tall (6.4' and 6.5' athletic builds)They looked at the store catalog and different in-store samplesThen we spent more than an hour and a half (usually takes 5-minutes) doing the fittingThe bride wanted to see various styles of pants on all three menThe couple decided not to order the pantsThey placed three "coat- only" special item orders (not in stock) from the manufacturer for a use date of July 10, Upon placing the order, he recieved a copy of our standard rental contract with terms stated and cancellation policy writtenHe then signed all contracts and was given a copy of each (enclosed copy:1A,1B,1C)Note: After placing any order, all customers are subject to our cancellation policy that states each order will have a $CANCELLATION FEE if done with or more weeks before the use dateIn addition, any changes/additions to the order may incur extra charges or fees associated with that changeOn June 9, 2015, the customer called to add on the pants to each of the ordersThey were still having difficulty finding pants for the two sonsThe date of use was still more than weeks out, so the items were added along with the additional rental fee, but no extra charges (copies:2A,2B,2C)After that, a month later, he again called to make more changes, but there was a problemThis time, it was the weekend before the wedding and he was cancelling the pants off the orderHe did not want to be charged for them, but the manufacturer already had his orders packaged and ready to shipThe orders had to be stopped, found, items removed, new tags issued, repackaged and resubmitted for shippingTherefore it incurred extra shipping/handling fees that the customer still did not want to pay forIn addition, the box would arrive one day later due to this delayIn the end, he refused to pay for the extra ship/handling fees and verbally upset the store staff about the delayThe staff was intimidated by him, so they removed the rental pant cost and charged no fees (copies: 2A,2B, 2C)The next day the customer came back to try on and pick up the three ordersI was present and dealt with him directlyThey tried on the coatsEverything fit perfectlyHe left the store with the coatsThe store policy clearly states that no refunds will be issued once items leave the storeLater that afternoon, a stressed bride called in an angry voice about the jacketsShe wanted a refund because the coats had a 1/8" piping on the lapelThe jackets were the right color, the right length, the right style, and the right fit, but that did not matter because the piping was going to "destroy" her weddingShe just did not want the coatsThis was clearly an excuse for whatever reason, but she insisted we give her the money backI patiently listened to her arguments on the phone until she was doneThen I spokeI explained that these were special order items she had picked out and we had no other replacements for them unless she wanted black coatsSo, I stated our standard cancellation policy ($when it leaves store:2A,2B,2C), but I also offered her a chance to return the coats before the wedding took place and we would refund all but the $cancellation feeShe agreedAs a business, we should have enforced the contract and refused to refund anything at all, but that would only have escalated the situationWe understand people are under a lot of stress during weddings, but we don't deserve to be yelled atI decided that in order to avoid further confrontations, the store was going to take a loss in regards to this account (bill enclosed:#3)In the afternoon, the groom did return with the coats but kept insisting on a full refundHis aggressive arguments would not stopSo I asked him to keep quiet as I finished the refund to his credit cardI have a right not to be bullied in my own storeHe did not stop verbally attacking, so I stopped the transaction refund and asked him to submit his claim to the credit card companyI told him I would rather deal with the CC companyI did not want him in my store and was about to call the police when he simply said he would remain quiet if I finished the refundHe never apologizedAnd when I was done, he signed all the refund paperworkThat should have been the end, but as soon as he had the refund in his hands, he proceeded to verbally threaten meHe said he was going to slander the store with negative comments on social media, negative comments to various sites like "Yelp" and everyone he could tellHe then asked for names because he was going to call his lawyer friend in "consumer affairs" and take us to courtI stayed quiet, I listened and then asked him to give his lawyer copies of the contracts that he signed when he placed the initail order and the new ones I had just given him I gave him my business card and asked him to leave the store, againPlease print my response next to his complaintThank youSincerely, *** *** SPECIAL OCCASIONS