Friday, March 02, 2007

Dander. Up.


On January 27, 2007, at the confident recommendation of your salesman [NAME], we purchased a new drop-in range from [STORE NAME]. Though we inquired as to whether the salesman should send someone to our home to ensure we were getting the right model, [NAME] told us that a drop-in was the way to go.

As you know, that wasn’t the case. In fact, you had three people in our home to install the stove, and they were unable to do so. The obvious response was to replace the wrong stove with one that would fit our kitchen, but you refused to do that. You told me our stove was “special ordered,” so could not be returned.

This was news to us: Neither [NAME] nor our receipt (see attached) made any mention of this “no returns” policy for this $1,037.45 purchase. To “remedy” the situation, you told us to get a carpenter to get an estimate of the cost to build a cabinet to fit our new stove. We did that, and were told it would cost between $450-$500.

A little under half the cost of the appliance.

We are not going to pay a premium for your mistake, and insist that you do the right thing: Take back the stove and issue us a full refund, so we can purchase a stove we can actually use. We have made an effort to support local business, and have done so successfully—until we went to [STORE NAME]. In your case, we have been rewarded with poor service, buck-passing and no stove since late January. This is made even more galling by the fact that if we had purchased a stove that didn’t fit from a national chain, we would have been able to return it without question.

Your response to this situation is unacceptable, and we believe others would agree.

This letter is notice of your last opportunity to do the right thing. Contact us at [PHONE] by [DEADLINE] to schedule the pickup of your stove. If you do not, we will explore whatever remedies are available to us, starting with the Better Business Bureau and Attorney General’s office and ending with whatever we can legally do to protect other local consumers from your way of doing business.

We hope to hear from you soon,

Ann and Linda

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