Ex loyal customer / Absence of Customer Service
I am a long-time customer and I used to believe this business ranked 5 stars based on decent products and prices. That changed on July 18th when I purchased a Pressure Washer. It was defective from the box. Upon returning it for an exact exchange, I was informed there were no more available in that model at that location. I was told that I could drive to another location and they "might" have one available for replacement. The other location is almost 30 miles away and I didn't have time to drive that far so I was given a refund that charged me $50 Restocking Fee. How can you charge a restocking Fee for a defective item which Will Not be restocked. I attempted to speak to the manager who was very dismissive and seemed bothered that I would question that policy. He stated that he could not deviate from the policy under any circumstances. I wanted an exchange, they could not provide one but still charged a loyal customer over a defective product. I contacted the Customer Service line and was told it was the policy, but the manager has discretion to over-ride and provide a full refund. They have lost many customers due to this as I have notified all of my family and friends of this issue. Mr. Smidt, your company wasn't built on shabby or non-existent customer service, but it will be greatly harmed by it .