|
Business's response - by Smoker's S.on 6/16/2010
|
|
We are a growing organization and we have to use 3rd party call centers to handle our incoming sales calls generated from our advertising. We use multiple 3rd party call centers located in ME, NH and FL. We require each call center to read a script so there are no discrepancies in what we offer. Unfortunately, we do not have the ability to monitor each individual sales person at each of the call centers. Kenneth’s wife was told about the reorder program and the filter order. We did listen to the call and the sales person veered off the script and did not explain it properly to Mrs. C. We are aware the 3rd part call centers do represent Smoker’s Savior so we always abide by what ever was said on the sales call even if it is incorrect information. In this case Mrs. C was not aware she would be charged for the filters so we refunded her $99.95 immediately after we heard the recording. Kenneth requested we refund him the $14.95 as well. We did not owe that to them, in good faith and for the inconvenience, we did refund them the $14.95 as well. So, they are now more than whole in this situation.
|