Short version regarding "C A.": I offered and am ready to give a refund. As of 7/18, I still have not heard from either her nor her husband to collect the refund.
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Longer verison: Customers came to my former location on May 29 and ordered a chest of drawers, nightstand, futon frame, futon mattress, and futon cover. All items were sold as new. The case goods have a 10 year warranty, the mattress a 5 year warranty.
I discounted 10% off the total purchase, and paid $110 myself for delivery to Lompoc. A week before delivery, customer called me and said family would be on vacation and unable to accept delivery as scheduled. I then realized one item was still on back order, and I tried to contact customer about that. A voice message before the vacation, and another after the vacation, and neither call was returned.
A week later customer calls and demands an exact time delivery. I do not have a truck, nor delivery employees - I use a service.
Both I and the delivery service would have appreciated our calls being answered/messages returned.
I told him the service will call with the time. The delivery service attempted to call him with the exact time, again the customer did not return the call. At long last, both I and the delivery service did contact his wife and set the delivery date for 6/30. The chest from the manufacturer was damaged. I agree it was damaged, and called the customer's wife and asked her if she wanted to wait for another chest or would like a refund. I told her to call me back so that I could have the time to figure the cost of the chest from the package price and would give her a full refund. All she would have to do is sign the return receipt. At this point, I have not heard from either her nor her husband.
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