Amy D.
From Bad to Good
Well, when I started, I was not having a good experience with Ramon. I explained I needed a refund, and his response was that the collars are good for 2 years and would store well. I was not happy as this was unacceptable. He offered me no refund or further explanation except to tell me they would last store and unopened. I sent back a more aggressive response because it was very unprofessional. It was at this time that My experience went from Bad to Great when Julia took over. She offered me a 40% discount and the option of keeping the collars. I replied that I really just wanted the refund as the package was not open and my other collars were working. Julia was respectful and kind. She offered me another option of an 80% refund and stated that I could keep the collars. She also wrote and stated that if this was not acceptable to send the collars back for a full refund. I had hoped just to return but due to Julia's diligence and concern I accepted her offer of the 80% because I felt that she was very kind and understanding. My roommate kept saying to get the refund, but I said no, we were offered the opportunity to eventually try these collars, and Julia was so kind I kind of want to help her out too as she is just doing her job, which was done well by the way. Overall, a bad situation was turned good. I would give Julia a promotion but maybe offer Ramon a little more training on people skills. Thank you for your time.