Frisky Beast

Initial Business Response /* (1000, 5, 2015/10/27) */
This individual has quite the history with us as well as with other businesses in our industry
The events that led to the decision to ban this individual from future purchases are not at all related to the nature of the complaints the
customer made, but due to the aggressive and demeaning language used toward myself and my partner, the threats made against us, and the frequent requests to break our own rules to accommodate his demandsPlease note that our businesses has had, for years, a policy of declining a transaction for any reason at any time
Our website includes a very lengthy FAQ outlining what can be expected regarding wait times, production methods, response times to emails/status inquiries, etcDuring the course of this transaction, this individual was directed to the FAQ numerous times for answers related to his general questions, in addition to us answering the more individualized ones related to his orderAt no point were his emails deliberately ignoredPlease note we are a company consisting of two people who are processing upward of orders a week - answering a dozen emails a day from one individual cuts dramatically into our production time and the ability to help other customers with their needsNevertheless, on more than one occasion we continued answering his questions, including repetitive strings of 'why?' when given an answer he was unhappy with (these were often related to what we do and don't recommend for certain products, etc- Very little of this pertained to his actual order.) The customer was unhappy that we do not answer questions over the weekend, due it being our days out of the officeI did make exceptions to this to address his emails on several occasions, including Saturday and Sunday nights
Regarding the order itself, we have an estimated production time of 6-weeks for any itemThis is stated openly in our FAQ, and was told to the customer on several occasionsThe production time is only an estimation due to the nature of the craft, as well as outlying factors, demand, raw material availability, etcAs also stated in the FAQ, production time may run longer if any of these are an issueHe expressed his unhappiness with this throughout the process, and was offered a refund/cancellation at several points in time on his original orderWhen he became exasperated at having to wait for his other items to be made rather than bumped to the front of the line (two additional orders, made a few weeks apart), we offered him a refund which he accepted
When the original order reached it's halfway mark in production time, he began emailing us more insistently for a specific mailing dateWe do not provide specific dates for shipment whenever possible, but reminded him that we only ship Monday-Weds-Friday (he seemed confused that the item did not ship on Sunday)This has always been a policy, as there are too many outlying factors that can affect when an item ships, including failing quality controlHe was unhappy with this, and asked us to bypass quality control for him, which is unacceptable
The item ran over it's 6-week estimation into seven weeks, and on multiple occasions when he asked why, we explained to him the high volume in September meant slower turnaround for October, and he became angryHe refused to accept that 4-weeks was an estimation, not a guaranteeI showed him, repeatedly, the FAQ stating such, which was ignored
When his item was finished and waiting for shipment on the aforementioned Sunday, he sent us a condescending email about it not going out over the weekendI reminded him that it was set for Monday, and informed him of our decision to decline future transactions with himThis was not a decision made lightly, but one made based on the client's language/attitude toward us during the course of this transaction and the inability to comply with/understand posted policiesAt this point the customer blew up, using 'What the ***', and so onI reminded him, calmly, that we have a right to decline business from any individual for any reason, and that we were uncomfortable working with him in the futureAt this point the customer began threatening to slander us, using the Revdex.com, insisting he'd find a way to 'get his item as well as his money', and we'd "face his wrath", and so onWe issued him a refund for his final item and declined any further conversationThe customer continued sending emails, at some point he decided for us that we'd banned him because he was unhappy, disregarding all the stated reasons for this decision
At this point, I have no intention of reversing this banThis customer has repeatedly used threats and rude/condescending/profane language against myself and my partner, asks us to break our own rules, and does not seem to understand our FAQI do not believe this is a good match for future business transactions, and is the reason he has been barred from other businesses offering the same services as wellPlease let us know if you'd like more information, as well as screenshots of the aforementioned email conversationsThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lyingI did no such thing to themTheir opinion of what is "profane" is me saying "what the ***" to themFor a *** maker, that is sad"Facing my wrath" is not a threat, as it's not a threat against themselves, their person, etcI made no such threats against them or their business, did not insult them in any way, did not call them profane namesTHey are being overly sensitive to an impatient customer who had been waiting too long for their orderThey also said nothing about me being banned from their site, or that they would stop communicating with me, just that they would not honor any orders from me, which makes me suspicious

Initial Business Response /* (1000, 5, 2015/10/27) */
This individual has quite the history with us as well as with other businesses in our industry.
The events that led to the decision to ban this individual from future purchases are not at all related to the nature of the complaints the...

customer made, but due to the aggressive and demeaning language used toward myself and my partner, the threats made against us, and the frequent requests to break our own rules to accommodate his demands. Please note that our businesses has had, for years, a policy of declining a transaction for any reason at any time.
Our website includes a very lengthy FAQ outlining what can be expected regarding wait times, production methods, response times to emails/status inquiries, etc. During the course of this transaction, this individual was directed to the FAQ numerous times for answers related to his general questions, in addition to us answering the more individualized ones related to his order. At no point were his emails deliberately ignored. Please note we are a company consisting of two people who are processing upward of 50 orders a week - answering a dozen emails a day from one individual cuts dramatically into our production time and the ability to help other customers with their needs. Nevertheless, on more than one occasion we continued answering his questions, including repetitive strings of 'why?' when given an answer he was unhappy with (these were often related to what we do and don't recommend for certain products, etc. - Very little of this pertained to his actual order.) The customer was unhappy that we do not answer questions over the weekend, due it being our days out of the office. I did make exceptions to this to address his emails on several occasions, including Saturday and Sunday nights.
Regarding the order itself, we have an estimated production time of 6-8 weeks for any item. This is stated openly in our FAQ, and was told to the customer on several occasions. The production time is only an estimation due to the nature of the craft, as well as outlying factors, demand, raw material availability, etc. As also stated in the FAQ, production time may run longer if any of these are an issue. He expressed his unhappiness with this throughout the process, and was offered a refund/cancellation at several points in time on his original order. When he became exasperated at having to wait for his other items to be made rather than bumped to the front of the line (two additional orders, made a few weeks apart), we offered him a refund which he accepted.
When the original order reached it's halfway mark in production time, he began emailing us more insistently for a specific mailing date. We do not provide specific dates for shipment whenever possible, but reminded him that we only ship Monday-Weds-Friday (he seemed confused that the item did not ship on Sunday). This has always been a policy, as there are too many outlying factors that can affect when an item ships, including failing quality control. He was unhappy with this, and asked us to bypass quality control for him, which is unacceptable.
The item ran over it's 6-week estimation into seven weeks, and on multiple occasions when he asked why, we explained to him the high volume in September meant slower turnaround for October, and he became angry. He refused to accept that 4-6 weeks was an estimation, not a guarantee. I showed him, repeatedly, the FAQ stating such, which was ignored.
When his item was finished and waiting for shipment on the aforementioned Sunday, he sent us a condescending email about it not going out over the weekend. I reminded him that it was set for Monday, and informed him of our decision to decline future transactions with him. This was not a decision made lightly, but one made based on the client's language/attitude toward us during the course of this transaction and the inability to comply with/understand posted policies. At this point the customer blew up, using 'What the [redacted]', and so on. I reminded him, calmly, that we have a right to decline business from any individual for any reason, and that we were uncomfortable working with him in the future. At this point the customer began threatening to slander us, using the Revdex.com, insisting he'd find a way to 'get his item as well as his money', and we'd "face his wrath", and so on. We issued him a refund for his final item and declined any further conversation. The customer continued sending emails, at some point he decided for us that we'd banned him because he was unhappy, disregarding all the stated reasons for this decision.
At this point, I have no intention of reversing this ban. This customer has repeatedly used threats and rude/condescending/profane language against myself and my partner, asks us to break our own rules, and does not seem to understand our FAQ. I do not believe this is a good match for future business transactions, and is the reason he has been barred from other businesses offering the same services as well. Please let us know if you'd like more information, as well as screenshots of the aforementioned email conversations. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lying. I did no such thing to them. Their opinion of what is "profane" is me saying "what the [redacted]" to them. For a [redacted] maker, that is sad. "Facing my wrath" is not a threat, as it's not a threat against themselves, their person, etc. I made no such threats against them or their business, did not insult them in any way, did not call them profane names. THey are being overly sensitive to an impatient customer who had been waiting too long for their order. They also said nothing about me being banned from their site, or that they would stop communicating with me, just that they would not honor any orders from me, which makes me suspicious.