“From: "T. Kelly Ashley" To: firstname.lastname@example.org Sent: Monday, November 19, 2012 Subject: RE: Order #181484
RE: Order #181484 Amethyst Majestic Drape Cremation Urn -24% Lead Crystal - Keepsake (PM6173)
This order was placed 4/14/2012 as part of our pre-planning for Gracie's death and cremation. The shipping address was direct to our pet's crematorium, ******** of Houston, TX., also pre-planned. They received it promptly, but were unaware of exactly what we ordered. Of course, in hindsight, we should have had them confirm the product.
Gracie passed on November 1st. We received Gracie's remains and her urn this past Friday, November 16th. That evening, we saw the urn for the first time. It seems there are a couple of problems with the urn.
The first thing we noticed was the color. We expected the amethyst color to be darker than the advertisement, but this urn appeared to be black. We took it outside in the sun and noticed a hint of the amethyst color. I looked up the description for the large black model and indeed, it described the color as black with a hint of amethyst. Please see the attached photo of our urn.
The second thing we noticed was that the model was not the model we wanted. I then compared our email receipt with the advertisement and we did receive the model we ordered but in the wrong color. It seems I ordered the wrong model, PM6173, instead of the model we wanted, the PM6168. Stranger still, you don't currently carry the model we actually received.
If the model we received were the correct color, (the PM6173 we ordered), we might very well let it go. My mistake. We could have lived with the wrong model as it is close enough to the model we wanted. However, the color is wrong and definitely won't do.
Though the return time frame has elapsed, we believe that due to the circumstances, we should be allowed to exchange the urn for the urn in the correct color... and while we're at it, get the correct model as well.
We sincerely hope you can help with this problem. The pet urns you carry are some of the best we've seen. We've already picked out the urn for our 11 year old, Katie.
Thank you for your consideration, Kelly and Jamie Ashley
From: Perfect Memorials To: T. Kelly Ashley Sent: Tue, November 20, 2012 Subject: Re: Order #181484
Hello, Thank you for your email. The urn you received is supposed to appear black unless you have a direct light on it, that is just how those urns are and the black model does not appear with any color in it at all. Unfortunately, because you are past the 90 days from the original purchase date we can not exchange the urn nor issue a refund at this point. These urns come from a separate manufacturer and they will not take the urn back or allow for any exchange of the urn. I can give you a 20% discount off of the purchase of a new urn if that is something you would be interested in doing. If you have any further questions please let us know, thank you.
Sarah Perfect Memorials
From: Kelly Ashley To: Perfect Memorials Sent: Tue, November 20, 2012 Subject: Re: Order #181484
Thank you, but no thank you. We'll purchase the desired urn, as well as additional urns as required, elsewhere. Sincerely, Kelly and Jamie Ashley”