Hi Greg and Heather,
After spending quality time with you both in my showroom- you decided to purchase flooring and installation from us, leaving me with a deposit to go ahead and order the material. You also asked me as a professional to double check on your measurements as you were not sure if they were correct. After a week, before I made a trip to your home, you asked me to bring a sample of the product you purchased, along with other samples so that you could see how they looked in your home, which I did. The day that I came to measure, you changed your mind- you asked me to cancel that first order as you decided to go with something else. I told you that your product was already on the way, which is automatically a 30% restocking fee on that existing product as it is already on its way to us- as it is stated on the back of the contract that you had signed at the time
Of your purchase. However, I made an exception for you. I told you that I would change it for you that one time and keep the material you had already ordered, and I would try to sell it to another customer. You both were extremely happy about that. The very next day, you called me asking if I could remove the installation from the contract as you wanted to save a little bit of money. I had no issue with that, and I removed it from your contract. A few days after that, you didn't call me- you sent me a text message asking me to cancel the entire order and you wanted your deposit back. Even though I had ordered a different product for you the second time without any restocking fees or penalties. I wasn't going to get stuck with another order that I brought in for you because you decided to change your mind. I told you that I would be charging you a 30% restocking fee for the second order that I brought in for you, as it is clearly stated on the contract that you signed at time of purchase.
The purpose of a deposit being given is to secure an order, installation, and services. Deposits are meant to confirm your order which makes them non-refundable. Once you give a deposit, the invoice is to be followed through. That is how deposits work.
If you would like to discuss this further, please call my cellphone and I would be more than happy to talk you about it in further detail and figure out if there is anything else that I can do for you.
Once again, I apologize- I'm not sure where I went wrong as I accommodated you throughout the entire process. You came and picked up your product and you did not mention any negative feelings or thoughts towards your experience with us. I truly wish that you both would have come to me about the way that you were feeling in regards to all of this, I would have been more than happy to further assist you and ensure that you had a positive experience with us.