Response from CAPE COD FENCE CO
During Wednesday, June 10th business hours, Karin took a phone order for a specific length rail. Karin asked the style of rail to be cut as we stock many different styles of rails and this is pertinent information in order to furnish the appropriate material for the customer. After asking the style of rail, Karin was told it was a split rail that needed to be cut to 122” tip to tip. We have only two styles of rails that are longer than 120” in stock at our facility, one being a split rail and the other a cedar rail with a paddle end. Our other stock rails measure 120” or less and are not offered at longer lengths. Karin did not question the style of rail as the description given to her was split rail style and the requested length would need to be cut down from a rail longer than 120”. Due to the time of year and volume of work, Karin informed the customer that the rail would be ready in about (1) week to cut to size. We were able to cut the rail for the customer by Friday, June 12th and Karin called the customer. When the customer showed up to pick up the rail, she let Karin know that we had the wrong style of rail and that she wanted a round cedar rail with a dowel end @ the length of 122” instead. As mentioned, these rails max out in length at 120”. Our shop labor to customize a rail length is typically $4.00 which Karin chose not to charge for this transaction.. After going back and forth, Karin informed the customer that the rail she needed would be $29.75 which the customer couldn’t understand why she would need to pay for although she was the one who had made the mistake in ordering the wrong custom cut rail. The Cape Cod Fence Co Team.