Dear Ivan,
We would like to thank you for your review as we take these comments very seriously.
We have spoken collectively about your concerns.
We have emails on file confirming the following:
a) Dated September 23rd, 2014 at 10:06am : You attached a signed contract sent by Saeed earlier the same day, also mentioning credit card information was to follow by phone.
b) Dated September 24th, 2014 at 11:53am : You emailed Saeed with revised measurements for a door that was placed on hold, as well as a go ahead to place the item into production. You also asked for a credit card receipt to be emailed.
c) Dated September 24th, 2014 at 12:18pm : Saeed emailed you with concerns you had in regards to not being able to get a hold of him with apologies confirming that he had not received messages on his answering service or emails and in future to email him or contact reception to get a hold of him in an emergency after speaking with you on the phone the morning before.
d) Dated September 25th, 2014 at 3:38pm : Saeed sent an email with a copy of the VISA slip for the deposit attached.
e) Dated September 26th, 2014 at 9:44am : You confirmed the email with the VISA slip was received.
f) Dated September 28th, 2014 at 9:46am : An email was sent by you asking if Saeed could put a hold on a couple of items. You also confirmed that the measurements for the door were given and put into production.
g) Dated September 29th, 2014 at 4:30pm : An email was sent by Saeed confirming that the order was already placed into production and he was not able to stop/hold anything.
h) Dated October 2nd, 2014 at 9:04am : Sent an email confirming that he responded to your email, that he is unable to hold items as it was already 5-6 days into production.
i) Dated November 13th, 2014 at 10:11am : You sent an email confirming measurements for a new door to be placed into production.
j) Dated November 27th at 10:29am : Saeed sent an email confirming that the door was placed into production and had attached the takeoff with the price.
Correct us if we are wrong but after a thorough investigation we feel that we have responded immediately to any and all requests by the customer. Our contract which was sent on September 23rd states that once you have confirmed the contract that you have 48 hours to make any necessary changes. The contract was signed on the same day by the customer acknowledging this and yet he came back 5 days later on September 28th with changes. We let him know on the 29th that the items had already been put into production and could not be stopped. We constantly kept in touch as you can see by the e-mails detailed above and followed all the procedures as stated in the contract that was signed by this customer.
Window City Industries has been in business for over 25 years. Our goal is, and to continue throughout the upcoming years, to provide our customers with not only high quality products but the same quality of service before and after the sale.
Best regards,
Stephanie | Marketing/Customer Relations Department.
WINDOW CITY INDUSTRIES.
Email info@windowcity.com
www.windowcity.com