Customer's (mine) complaints

[mmaria]

Here's the problem...

I ordered a fly fishing kit online, 11 days ago. It supposed to be shipped to my uncle's address in USA. Well it didn't. Instead of explaining the whole situation I'll just copy the e-mail I sent to the store today.

First I introduced myself and explain what I bought and when...

...."Problem occurred when 10 days after the order confirmation the kit didn't came at the address. We called yesterday and we've been told that the kit hasn't even been shipped yet! You did want to ship it but there were some problems when packing, something has been broken so you needed to order again. That and the fact that the holiday season is now so everything is a bit late. Those were your explanations.

Now, a bit explaining of the whole situation from my side.

My husband is a fly fisher. I bought this kit as a present and surprise to him, because he'll participate in World Fly Fishing Championship in Czech Republic, June 2-8,2014 as a member of our National Team. I bought the kit with intention that it will be delivered at my uncle's address in ....... My uncle has a flight reservation on 23 December, the next day he suppose to be at our place bringing the kit with him.
But now, that's not going to happen.

It's not easy for me to buy something in USA. Even if some stores deliver their product internationally the customs here are very high and not to mention that things get lost and broken often somewhere in shipping process. I just don't want to take that risk when I want to buy some expensive equipment, so I buy equipment and ship it to my uncle's address.
My uncle travels to my country just every couple of years and can bring with him small presents for the family here. Now, he'll come without ordered Sage kit because of this whole situation, and I have no other chance to get this kit here before The Championship in June 2014 .

I ordered the kit on time, paying attention that the kit should be at Crown Point before uncle's reserved flight.

We also ordered some fly fishing equipment from other stores at the same time as we ordered this Sage kit from you. Everything went great and all has been delivered to shipping address.

I don't want to be harsh but do understand that now I'm faced with the fact that my husband/member of the National Team, will go to the World Fly Fishing Championship in Czech Republic without very important tool, that Sage rod, because you haven't done what's expected. As you already know, that Sage rod is crucial for Euro Nymphing style of fly fishing and much needed on the waters of Czech Republic.

My complaints are:
- the product didn't come at the time as supposed to,
- you didn't even bothered to send a notice to us, call us and explain the situation. Instead of that we had to call you 10 days after trying to figure out what is happening. As a mater of fact this kind of behaving with your costumer, me, has been the biggest issue.

Waiting for response and suggestion on how this situation will be solved, ...."


So I sent them that and got this in return... saw this just now...

"Please put yourself in our position. We are a small family business with a small staff. This year we work our behinds off to take care of all our customers. We do not have a large call center but we do try awful hard to make every call and email. Today we are closed, it is my only day I do not go into the shop, but guess what I am doing? Answering emails for our customers. What do you suggest we do to make this right by you? Thank you"

I don't want to reply to this e-mail right now because I'm a bit pissed of by their attitude. and they're not even small, just to be noted...the kit was 380 $

 

[mmaria]

I've just realized that I misspelled customer... Mods, how can that be changed?

 

[tirediron]

By asking!

 

[ratssass]

Tell them to overnight it to where ever works best "to make this right by you"

 

[ratssass]

I've just realized that I misspelled customer... Mods, how can that be changed?

...actually,that's kind of funny

 

[HitenNainaney]

Everything said and done, that's no way to speak to a customer.

Regardless if you're a small family owned business or a multi-million dollar corporation, you've started a business and you can't expect customers to suffer the brunt of it if you're husbands sick or you got bit by a dog.

Ridiculous attitude.



Sent from my iPad using Tapatalk 2

 

[mmaria]

I've just realized that I misspelled customer... Mods, how can that be changed?

By asking!

That's a great service! Spelling corrected in a second!

 

[mmaria]

Everything said and done, that's no way to speak to a customer....
Ridiculous attitude.

Yeah, I feel the same.

I would understand problems if they had noticed us.They just needed to send me an e-mail notifying me that the part of the rod was broken. I would say ok, demand for a refund and chose another store because I had no time available.Problem solved.
Now, there's nothing that can be done in order to fix this.. but their attitude is bugging me a lot.

 

[Derrel]

Expecting FAST order fulfillment and delivery from the USA at Christmas time is one thing if the dealer is a HUGE company, but even if it's a mega-store like say B&H Photo, Christmas-season deliveries are OFTEN plagued with delays. Not to blame the customer, but your rather late order during the holiday "rush" was probably just asking for trouble if there were any unforseen delays, hiccups, or order processing issues. The smaller the retailer, the more-likely delays are to occur. For example, a damaged rod from a HIGH-end maker like Sage...Sage is a SLOW-moving rod blank maker....they work on a "when it's done, it'll be done" type of basis-Sage is not a high-volume tackle and rod-making concern like say G. Loomis or Lamiglas or even Shakespeare. When you break a Sage blank, be prepared to WAIT for warranty replacement, whether you are a large sporting good store, or a small reseller, or an individual angler. Your ire is understandable, but sorry, a last-minute order during December is often going to have fulfillment issues.

 

[Braineack]

This is why I don't order from mom and pop stores.

 

[robbins.photo]

Ok, before I give you a suggested response I'll need to know, did they use bold text in their response email or was that something you added for emphasis?

 

[ratssass]

:roll::roll::waiting:

 

[runnah]

Did you Czech the shipping address?

 

[ratssass]

cancelled Czech??

 

[runnah]

cancelled Czech??

The business should stop stalin, if anything they should be Russian to get packages out.