Bird Cage Portal Shari Carpenter, proprietor "I only collect and keep the money -- customer satisfaction is my shipper's responsibility!" Internet

On 3/3/10 Sandra Farley purchased a java wood table top playstand from BirdCagePortal.  The product was shipped from the manufacturer on 3/4/10 via UPS.  Upon receipt by the customer on 3/9/10 I received a phone call from her reporting that the end of one of the branches (perch) had been broken in transit. 

When these rare and unfortunate shipping damage situations occur it is my responsibility to notify the manufacturer or distributor immediately for instructions in order to  resolve the problem.  Ms. Farley's problem was reported immediately and I awaited a reply.  Upon receiving the manufacturer's reply they requested additional photos which were produced and forwarded to them. 

Upon receipt of the photos the manufacturer determined that the end of a perch was broken with the item otherwise being unaffected and perfectly able to be used.  However, the manufacturer agreed to pay Mrs. Farley $50 (nearly half the value of the entire playstand) so the few inches of perch that would be removed from the playstand would compensate her for the loss.  She agreed this was acceptable so BirdCagePortal refunded her $50 via PayPal on 3/15/10. While it took a few days longer than normal to provide the refund (6 days from initial damage report by Ms. Farley)  Ms. Farley became impatient and increasing belligerent because the refund was not immediately forthcoming as soon as the damage was reported.  As mentioned, there were reports that needed to be made which took a few days.  During this process Mrs. Farley was continually assured that all would be resolved to her satisfaction. 

Ms. Farley's statement that she did not receive a refund is entirely incorrect and regarding the "excuses and delays" she is reporting  were only due to normal business contacts regarding the damage that had to be reported before the matter could be resolved.

Customer service has always been the most important aspect of my business and as testimony to that Ms. Farley is the first and only complaint we've received in over 4 years of doing business.  I am providing this rebuttal on 5/22/11 (over a year past the incident) because I had no idea a complaint had been filed.  If I had been aware of it an immediate rebuttal would have been forthcoming.