Black Market USA Reviews (2)
On February 2, 2016, our store, Black Market USA, ran an online promotion for 50% off entire purchase with a unique discount code A discount that we have ran several times in the past We received an order from Mr*** *** on February 2, for two jackets The purchase
plus shipping equaled $1510. Due to the volume of orders received, we did not begin to process Mr***'s order until February 6, However, we realized that Mr*** inputted an incomplete shipping address (see below exactly as it was received in our system):"*** ***A***, *** ***" We tried calling the phone number left on the order, but it lead us to an automated answering service that did not appear to belong to Mr*** so we were not able to get in touch with Mr*** At this point, we proceeded with caution because these characteristics on an order normally means there may be some fraudulent activity happening (order for a large dollar amount with a wrong address and a wrong phone number).On February 14, 2016, Mr*** contacted us by email inquiring about the orderAt that time, we asked for the complete address and our usual protocol for verifying an order (as advised by our payment system) that we may believe is fraudulent which includes asking for visual proof of the transaction being debited from the credit card used.Mr*** refused to provide proof, and insinuated that we must not have the items to ship him - "Do you have the jackets in stock or did you sell my jackets to Fabiolous."The email chain continues with Mr*** taking a very disrespectful and condescending tone again assuming that we did not want to ship his goods because we did not have them in stock - "Are you serious! I paid for the jackets please ship this is outrageous! I knew you didn't have the jackets!"Some customers take the term "The Customer is Always Right" a bit too far In this case, I made the decision to no longer subject myself and my employees to Mr***'s verbal abuse and chose to not do business with him On February 15, 2017, we canceled the open order and refunded $to his credit card.After the cancellation, Mr*** continued to insinuate that we did not want to honor his deal -"I know this order was cancelled because you regretted the deal." Even though we have ran the same promotion several times in the past Later on February 15, 2016, Mr*** called and spoke to one of my store managers to further plead his case, and followed it with the email below:"To whom it may concern: I apologize for the tone taken in my emailI do not want to contact the Revdex.com, all I want is my large sized and medium sized jacket at the agreed upon priceThey were meant to be a valentines day gift for myself and my girlfriend who is actually terminally ill so yesterday was actually very disappointingThis is not an excuse for my tone but instead an attempt to give some contextPlease allow the order to process with no hard feelings going forwardIts only material things and the last year dealing with my girlfriends sickness has shown me that these things and money aren't important but I was really looking forward to receiving these items."At this point, we feel this issue has been resolved We do not want to do business with Mr*** All facts of the issues have been stated to the best of my ability Any further complaints regarding this issue will not receive a response
I am rejecting this response because: The business fails to mention that a tracking number was generated and sent. I had no idea that the shipping address was incorrect given this information. If someone sends you a tracking number why would I assume that there was a mistake in the address. Its fine if you don't want to sell me the jackets, respond further to any messages, say I verbally abused you but you are not a reputable business. Its a real shame that this is the approach you take with customers paying you $1500.