ComplaintsforProSource of Northern Colorado

• Initial Complaint

  06/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Name is **** *******. I am the owner of *** ********** of Loveland, CO. I recently purchase about $4000.00 in tile, #********, from Prosource In Loveland, CO, for a project on my personal residence. When I made the purchase, I ask the sales rep, Jillian Heath about returns for unused product. She said they would take back product in unopened containers for a 15% restocking fee. That seemed reasonable. I finished the tile Project last weekend, June 4th. On Monday June 6th , I took the unopened containers to the showroom at which time I was told that here would be a 25% restocking fee plus freight. I’m not too happy at this point. When I told the person behind the desk what I had been told, she was totally disinterested. That being the case, I let her know that I would never do business with them again. She pretty much just said that Jillian would never have said that and more or less blew me off. She did call the vendor to confirm the 25%, which they did. At that point, she said she would work up the final numbers and email me the following day. I left the product with the gentleman in warehouse. No one got back to me, so on Friday, June 10th I called Prosource at which time I was told by the same person that I would not be given a refund because it was passed 60 days. The product was paid for on April 5th. At that time I ask to speak to the owner, She laughed at me and said she wouldn’t give me the information. She offered to give me the number of the vendor. I let her know that it was Prosource with which I was doing business. She said that it was corporate owned, and would not give me any contacts.The franchise is owned by Doug F****. I am attempting to get in touch with him but he has not responded. I've also E-mailed Howard B******, the CEO of CCA Global Partners the franchiser. He has not responded. At this point it is less about the money, and more about the principal.

  Business response

  07/13/2022

  Hi Clay,
  
  Thank you for the opportunity to respond to the complaint on case #********.
  
  Before Mr ******* even placed an order, he had already caused my employee Jillian to feel uncomfortable, when he aggressively insisted that she match the price of an entirely different product than the one he was looking at. He treated her so poorly, she was somewhat apprehensive about even placing the order. I offered reassurance, and she proceeded with the sale. After Jillian collected a $2000.00 deposit on 4/4/22, she sent him the attached Order Acknowledgement via email. It clearly states that we don’t accept returns on special order materials.
  
  Mr ******* returned to the showroom 2 months later, stating that Jillian (who was on vacation at the time) said he could return any unused tile with a 15% restock fee. When another sales person started to explain that we don’t typically take returns on special orders, he became totally irate. That sales person immediately called the vendor who said they could accept returns with a 25% restock plus return freight. When he states “I’m not too happy at this point” I believe Mr ******* is referring to the profanity laced rant he went on in the middle of my sales office. Because his behavior was so disruptive, I offered to let him leave the tile, and call him about the refund as soon as we finalized the return with the vendor. Much to my dismay, when I called to set up the return with the vendor, I was told that because it was after 60 days since the original purchase, they wouldn’t take the tile back. I had to make the unpleasant call to let him know we wouldn’t be able to issue a refund. His response was what I expected. I apologized and let him know he could come and pick up the tile, or we would donate it to Habitat for Humanity. He said a few more choice words and hung up.
  
  What Mr ******* doesn’t include in his complaint, is the fact that he DID come and pick up his tile a few days later, AND is currently disputing the charge on his credit card. Customer service is genuinely my top priority, but I also have an obligation to my employees as well as my company. Mr *******’s account of what took place is inaccurate and his “Desired Settlement” of a refund is inappropriate, considering he has the tile while tying up funds on our end with his credit card dispute.
  
  Thanks again. Please don’t hesitate to reach out if you have additional questions.
  
  Sarah S*****
  Showroom Manager
  

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because: Ms. ******'s explanation is at best an exaggeration. I have the tile because she insisted that I either pick it up or she would dispose of it. I was clearly told by the sales person, that I could return unopened boxes, which was emphatically denied. She did not call me back but since the promised call had not been made to me, I called her 4 days later. I did want a discount since a very similar tile from a different vendor was considerable cheaper.
  
  Regards,
  
  ******* *******

  Business response

  07/13/2022

  I have multiple witnesses that will corroborate my account of what took place. Jillian has denied that she ever told Mr ******* he could return the tile, and he doesn't have any documentation such as an email from Jillian to support his claim. He was clearly price shopping at multiple locations, so it's possible he may have our return policy confused with another dealers. Again, Mr ******* has the tile in his possession and is disputing his credit card payment, so the fact that he is requesting a refund is unreasonable. 

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because: I clearly was shopping at another location but my recollection is certain and I also have a witness who will attest that Jillian in fact told me I could return product in unopened boxes for a 15% restocking fee. I picked up the product at your insistence, as you told me otherwise you would dispose of it. I withheld $324.00 from the Visa payment which represents a 25% restocking fee that I agreed to the day I returned the product. You are welcome to get the product back in exchange for the $324. 

  To me these are the elements that are germane to the discussion.

  
  Regards,
  
  ******* *******

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