Response from the owner - 9 months ago
The customer came to our store and spoke with one of our sales team about railing that he required for his project. In the early stages, all that was ever discussed was generalities and no drawing was provided at that time. When asked for pricing, our team member indicated that the railing would be around $1200 but that drawings would need to be provided so an accurate list and quote could be generated. Our employee should have indicated a range of pricing at the time but made the error of not doing that.
When the drawing was supplied by the customer and the railing type and colour was specified, a more accurate quote was prepared and the pricing came in at around $2400. The customer was provided with this quote at which point he became quite upset about the variation in numbers. When it was explained to him, he refused to accept the fact that an error was made in the original ballpark estimate and demanded that we sell the product to him at the lower price. We would not do this as it would mean a substantial cost to us and we did not feel that we had erred to the degree that warranted that.
No business transactions had occurred at that point in time. When we tried to work things out with the customer even to the point of offering a substantial discount, he stood firm in his stance that we honor the original numbers. From there, we suggested that perhaps he should buy the product elsewhere as things were not coming to a resolution. We did not Bait and Switch as is suggested in the complaint nor did we do anything that would constitute shady business practices. The situation was one where the customer and us could not come to a resolution on a simple miscalculation on a ballpark estimate that was provided without all of the information needed.
We strive hard to please our customers and provide top notch service. We understand though that we just can't please everyone all the time.