JUSTICE HARDWARE

"Let me start by apologizing for the bad experience you encountered at my store. I am sorry that I mistakenly gave you the incorrect information over the phone to begin with. When you arrived and I realized that you were seeking the flat screen spline and not the round screen spline that we do stock, I thought that I might have had an old remnant piece of flat spline to give you. I do understand why you interpreted the other associate's aggressive method of questioning as condescending. I can assure you that his coarse delivery on that day is not a true representation of his personality or beliefs. We find that certain flat screen splines can be tricky to install as compared to typical round splines, and that is what motivated him to ask the questions: Have you installed the flat type of spline before? What type of tool are you using? Do you know the exact style and width of the spline? Although we would have likely asked the same questions of any customer regardless of gender, it was wrong of us to assume that the installation would be challenging for you. I know it may be hard for you to believe but he always gives customers tips on repairs and I'm sure he would have done the same if we got that far. We had a lengthy discussion about the incident after you left the store and he was then able to understand why his demeanor and interrogative delivery of questions was perceived as disdainful. He is sorry that he came across in a supercilious way and it was not his intention. He asked me to apologize for him in this response. We are truly sorry that you left the store aggravated and feeling the way you did. We would never want that result for any customer of any gender. Chris DiBona"