Case Description: Sarcasm and abusive language in response to my inquiry regarding a damaged product from southern homebrew.
Email correspondence in it's entirety:
ME:
I received this item yesterday. The clarifier had leaked soaking the oak packs, instructions etc.. Would like you to send the pack of ingredients that is included with the juice. I can send pictures if needed or return the damaged items if required. Please let me know asap as I'd like to get this kit brewing. Thank you.
SOUTHERN HOMEBREW:
We do not keep spare packets here so I put in the request to our distributor and gave them your address. They should ship it out for us within the next day or so. Thank you!
ME:
Here it is, about a week later... I've paid about 50 dollars more for a damaged product on eBay than the same product costs on your website. I haven't received replacement ingredients nor do I have any contact information to track them down... Poor poor business practices.
SOUTHERN HOMEBREW:
Allow me to provide you with a reasonable explanation. If you receive a damaged kit; that's not our fault. We ship all kits in perfect condition; it's UPS who does the damage and then we have to deal with it. We have no way of knowing what's going on inside any particular box. And, if we open to inspect each box, we'd then get irate customers wondering why the box was opened. We do not keep extra spare packets here and many kits have similar and some have different packets. We get these replacements from the distributor. Now, we sent the notice to our distributor late last Tuesday. So, Tuesday is not in this equation. They are extremely busy as this is holiday season and colder weather has set in creating a busier retail climate. I understand none of this is your problem but it is reality. I just spoke with our distributor and they are shipping it out today (actually it was shipping today before I even called). You'll have it on Thursday. All of this is out of our control and we do our best to coordinate the whole matter. I'm sorry if we weren't able to fly up to Ohio to our distributor and hold a gun to their head and make them ship it the same day. I apologize for that.
Also, you did not pay $50 more for the kit on ebay than on our web site. The prices on ebay includes shipping and the prices on our web site do not include shipping. With shipping on our web site the Petite Verdot would have cost you $142. The reason you paid $150 or $8 more is because ebay does not give us their service for free so someone has to pay for it and those costs are always passed on to the consumer. In fact, it costs us more than $8 to make that sale to you but we can't possibly be 100% accurate on over 300 products but we're close. Also, many people in some instances prefer ebay for whatever reason. It's always best to Google the user id's and see if sellers have a web site prior to making an Amazon or ebay purchase.
I hope this helps,
[redacted]
ME:
You're sarcasm it also quite professional. I won't be doing business with you again.
SOUTHERN HOMEBREW:
You're a real [redacted]. Your mother must have told you that you were special growing up; let me assure you, you're not. You're a [redacted] who has no social skills nor any common sense. Have a nice day and drop dead.
Case Description: Sarcasm and abusive language in response to my inquiry regarding a damaged product from southern homebrew.
Email correspondence in it's entirety:
ME:
I received this item yesterday. The clarifier had leaked soaking the oak packs, instructions etc.. Would like you to send the pack of ingredients that is included with the juice. I can send pictures if needed or return the damaged items if required. Please let me know asap as I'd like to get this kit brewing. Thank you.
SOUTHERN HOMEBREW:
We do not keep spare packets here so I put in the request to our distributor and gave them your address. They should ship it out for us within the next day or so. Thank you!
ME:
Here it is, about a week later... I've paid about 50 dollars more for a damaged product on eBay than the same product costs on your website. I haven't received replacement ingredients nor do I have any contact information to track them down... Poor poor business practices.
SOUTHERN HOMEBREW:
Allow me to provide you with a reasonable explanation. If you receive a damaged kit; that's not our fault. We ship all kits in perfect condition; it's UPS who does the damage and then we have to deal with it. We have no way of knowing what's going on inside any particular box. And, if we open to inspect each box, we'd then get irate customers wondering why the box was opened. We do not keep extra spare packets here and many kits have similar and some have different packets. We get these replacements from the distributor. Now, we sent the notice to our distributor late last Tuesday. So, Tuesday is not in this equation. They are extremely busy as this is holiday season and colder weather has set in creating a busier retail climate. I understand none of this is your problem but it is reality. I just spoke with our distributor and they are shipping it out today (actually it was shipping today before I even called). You'll have it on Thursday. All of this is out of our control and we do our best to coordinate the whole matter. I'm sorry if we weren't able to fly up to Ohio to our distributor and hold a gun to their head and make them ship it the same day. I apologize for that.
Also, you did not pay $50 more for the kit on ebay than on our web site. The prices on ebay includes shipping and the prices on our web site do not include shipping. With shipping on our web site the Petite Verdot would have cost you $142. The reason you paid $150 or $8 more is because ebay does not give us their service for free so someone has to pay for it and those costs are always passed on to the consumer. In fact, it costs us more than $8 to make that sale to you but we can't possibly be 100% accurate on over 300 products but we're close. Also, many people in some instances prefer ebay for whatever reason. It's always best to Google the user id's and see if sellers have a web site prior to making an Amazon or ebay purchase.
I hope this helps,
[redacted]
ME:
You're sarcasm it also quite professional. I won't be doing business with you again.
SOUTHERN HOMEBREW:
You're a real [redacted]. Your mother must have told you that you were special growing up; let me assure you, you're not. You're a [redacted] who has no social skills nor any common sense. Have a nice day and drop dead.
Kind regards,
[redacted]
XXX-XXX-XXXX