John
Silver City,#2REBUTTAL Owner of company
Tue, November 22, 2005
Attached is the email apology I sent to this customer for the error that our warehouse made. Be advised that our intent is to please our customers and the "Bait and Switch" this customer makes reference to is nothing of the sort. It was simply an oversight on the part of our warehouse. We charge our customers actual shipping for packages ordered and do not intend to profit on freight. The customer was charged the actual rate to Alaska for the product he ordered. We have since issued a credit for the shipping expense since we did not use his FedEx account. This, in effect gives this customer free shipping to Alaska. Louis, On behalf of www.inlandescape.com I would personally like to apologize for the way our customer service staff handled your issue. You are correct that that we confirmed that we could ship on your FedEx account and we did not per our warehouse mistake. I am especially concerned with Brian's comments to you and I have personally taken care to ensure that his opinions do not override company policy again. Brian did not follow policy, as he was aware prior to responding to you that decisions to refuse the request of a customer must be taken up with management. I have contacted our accounting department for your refund and you should see a credit for $18.68 post to your credit card within the next couple of days. I sincerely wish management had been aware of your request prior to your letters to the BBB and rip-off report were issued. We could have come to a resolution and saved both of us time and frustration. I have put in place new procedures to help ensure that management is aware when situations like this arise. Please accept our apologies and understand that the position Brian took in his response to you was not the opinion of our company. We were given a black eye with this unfortunate event but the learning's we have taken from it will make us a better company. Sincerely, John Kennedy President www.inlandescape.com www.inlandelectronics.com