Ordering frags

[Leah]

Funny, I do not see were I requested them to be flown here. Which was what I thought
would happen. You already had my money at that point. So any arrangements I would
have liked to make were not possible. I trusted you to make the best possible shipping
arrangements to keep it all alive. And I did admit, to not being very good on the computor. I told you I could not retrieve the order from the computor. And I also believe you have left out some of the emails that I sent you. I believe I asked you for a
tracking number as well. And on the bill you did email me there was no mention of the
Yuma you so nicely added. The bill you sent was for $ 250. 83 not the right amount.
Was the bill not closer to $27$.$$. Not even sure of the exact total.
Like I said maybe it is just a comedy of errors or perhaps not, whatever I am not a
satisfied customer and you can by all means keep my money and put it you know where!!
Have a wonderful day, Ian
Regards,
Leah

[OceanicCorals-Ian-]

Originally Posted by Leah

Funny, I do not see were I requested them to be flown here. Which was what I thought
would happen. You already had my money at that point. So any arrangements I would
have liked to make were not possible. I trusted you to make the best possible shipping
arrangements to keep it all alive. And I did admit, to not being very good on the computor. I told you I could not retrieve the order from the computor. And I also believe you have left out some of the emails that I sent you. I believe I asked you for a
tracking number as well. And on the bill you did email me there was no mention of the
Yuma you so nicely added. The bill you sent was for $ 250. 83 not the right amount.
Was the bill not closer to $27$.$$. Not even sure of the exact total.
Like I said maybe it is just a comedy of errors or perhaps not, whatever I am not a
satisfied customer and you can by all means keep my money and put it you know where!!
Have a wonderful day, Ian
Regards,
Leah

I will not respond to anymore of this crap Leah, I find your tone insulting and I will not play into any insults. If you had read the TWO Pm's I sent you with no response and checked your Paypal account you would have noticed that your refund has long been sent to you.

Ps. Please feel free to add any communication I have missed.

I now exercise the right to fire a customer!

[Trigger Man]

By the sounds of it Ian you did a good job handling the situation and I put the blame on the transportation company, however, emails can always be taken wrong, so I would recommend calling a customer that complains to try to rectify the situation, instead of emailing if possible. I owned a bunch of Skateboard/Snowboard shops for 8 years and as you now know customers can be very tough on a business no matter what the business trys to do to rectify the situation, even if it was the customers fault (not saying it was the customers fault in this situation). I always found that contacting the customer with the issue within a certain amount of time to let them vent and then proceeding to contact them a day later after they have calmed down and had time to reflect tended to work best towards figuring out a solution.
In the end the best you can do is take this as a learning experience and hopefully Leah and you can come to a understanding.

[OceanicCorals-Ian-]

I very much appreciate the support for those that have responded. Mods, you are welcome to lock this post, I will not responding anymore on this subject. I think I have proven my point.

[fencer]

I would like to see a money back option for the consumer rather than a replace option or both. The problem is if you have a large group order and only my portion is DOA. I am not likely to ask for replacement frags as the freight would be unacceptable. I would be willing to eat the freight charges, just refund my money back on the DOA items. Sorry to hijack the thread

[Borderjumper]

I just wanted to add that I have received a number of shipments from Ian and I couldnt be happier with his customer service AND the merchandise I bought. I always have gotten fast emails back concerning my questions and purchases and his packing is always top notch!

[OceanicCorals-Ian-]

Originally Posted by Trigger Man

By the sounds of it Ian you did a good job handling the situation and I put the blame on the transportation company, however, emails can always be taken wrong, so I would recommend calling a customer that complains to try to rectify the situation, instead of emailing if possible. I owned a bunch of Skateboard/Snowboard shops for 8 years and as you now know customers can be very tough on a business no matter what the business trys to do to rectify the situation, even if it was the customers fault (not saying it was the customers fault in this situation). I always found that contacting the customer with the issue within a certain amount of time to let them vent and then proceeding to contact them a day later after they have calmed down and had time to reflect tended to work best towards figuring out a solution.
In the end the best you can do is take this as a learning experience and hopefully Leah and you can come to a understanding.

Thanks for the advice I appreciate all of the input. I did not call the customer because the last PM I sent was for her to tell me what didn't make it and what I need to refund her. the very next response was NO RESPONSE other than her first post here. I am proactive but at that point the ball was in her court for what needed to happen next, I left nobody hanging!