My letter to the sales rep & CEO:

I'm following up on my many emails and our call last Thursday. (I believe you also have had many emails and messages from our contractor on this matter.)

We are still trying to return the refrigerator we purchased earlier this year. As you know, the kitchen designers drew cabinets that did not fit the fridge we ordered from BAC. This is not BAC's fault. We discovered this on May 29 when the contractors tried to install the fridge and immediately let you know that we needed to return it. My husband and I came to BAC on Saturday May 30 and discussed the need to return the fridge, so you've known since at least then that this needed to happen.

In the meantime, our contractor has also let us know that he emailed you to come pick up the fridge and refund our money.

Still, nothing happened.

I emailed you on July 7 and got no response.

On July 10, I spoke with you about this at some length. In that call, you said BAC had changed computer systems and our request had fallen through the cracks. You mentioned that you did not know what the restocking fee would be, but that I would have to talk to Jackie or Rachel. You transferred me to your accounts person.

Unfortunately, you didn't tell that person why you were transferring me, so she picked up the phone with no knowledge of this transaction. I explained the whole thing all over to her, and she ultimately said she would have to charge us a restocking fee of something like 35% because it had been over 30 days. Of course it wasn't over 30 days when we first told you we needed to return the fridge. It's only over 30 days because our request slipped between the cracks.

I explained this to her and she said she'd have to discuss the matter with you and her boss and would call me back that afternoon. This did not happen, and another 5 days have gone by with no action or response from BAC.

Please contact me promptly at ####### to arrange to pick up the fridge and refund our money.

I'm taking the liberty of copying your CEO as I'm confident he would be distressed to learn of customer service this shabby.

*****
Just spoke with the sales rep twice. First call he said BAC would pick up the fridge on Friday and there would be a 25% restocking fee. I objected that he had originally said 15%. Got off the phone. Spoke with our contractor, who agreed to cover the 25%. Called the sales rep back to agree to 25% and he said he couldn't agree to that, it wasn't his department, the CEO and accounting would have to agree.

This has turned from a simple return into a massive time sink because apparently employees of BAC don't talk to one another. I need to hear from one person -- email is fine -- that the fridge will be picked up and PRECISELY what the refund will be.