Blazing bits, LLC

Hello,I’m responding to your letter regarding #[redacted] filed on 6/3/2016 by [redacted].This issue had already been resolved before he even filed the complaint with you.  The customer was impatient, over-demanding, unreasonable and basically not following directions. He placed an...

order through our site - it’s a mail order process.  We packaged and shipped his product (with a free bonus item), with tracking #.  The U.S. Post Office said it was delivered.  We have tracking confirmation of that.   The client says he didn’t receive it.  We don’t just automatically send out more product because in the mail order business people often pull scams where they say they didn’t receive an item, just to get more free merchandise.  Often another member of the household took the package in and forgot to mention it.  Sometimes a neighbor takes it in.  At least 60% of these “I didn’t get it” issues resolve themselves within a few hours.  So we told the customer that we would contact [redacted] and have them trace it.  [redacted] says it can take 24-48 hours.   The customer continued to contact us each day. We told him we were still waiting.  On the 3rd day we contacted [redacted] and they said “Ok, we’ll open a case and it can take 24-48 hours…” to which we informed them they already said that, etc. and so forth.  It was frustrating for us as well, and poor service by the [redacted].  At that point waited another 24 hours for the second investigation (and we DID communicate this to the customer).  The next day he was calling and emailing and texting us that he was unhappy, pressuring for a response.  This was 95% of the “problem” with the customer - we were at the mercy of the [redacted]’ investigation, and he just kept complaining that we were taking too long.So at that point we didn’t continue waiting for [redacted], we instead packaged up new set of product and sent it [redacted]  ([redacted]) with tracking, and this time we paid extra for "signature required".  And I (the owner of the business) had DIRECTLY contacted the customer, did apologize, explained everything yet again, and told him we were working on it as best as we could.  Then the customer calls back and indicates that he works over 90 minutes away and wouldn’t be available for signature required, and asked us to re-route it.  So we had to spend another 30 minutes on the phone with [redacted] to have the package re-routed.  But we did it.A couple days later he calls us back to say the metal grinder was scuffed and the wooden box was chipped.  He tried sending a photo but to be honest, you couldn’t really tell from the photo.  It’s an anodized aluminum kitchen grinder (think about anodized aluminum sauce pans and cooking pots - it’s super strong!), inside of a black fabric bag, inside of a cardboard box, inside of a bubble wrap mailer.  I know [redacted] is more rough with packages — that’s why we usually send [redacted], but their tracking is superior to [redacted], so we shipped it [redacted] — but he complained about our shipping methodology. At that point, after all the tracking, re-routing, and sending out TWO sets of product, he’s now unhappy because it got scuffed in shipping.So that next morning I had my team issue him a full refund. He will never be happy.He then threatened to contact the Revdex.com to which I told him we had already refunded him.  He kept pressing, saying we didn’t apologize (which I had), and obviously contacted you anyway.This is a person who will absolutely never be satisfied.  We make high quality products, and have shipped tens of thousands of orders. We rarely have any issues, but when we have we’ve always been able to handle them satisfactorily.  We have never had a single issue that wasn’t amicably resolved until now.   In our minds, this issue has been resolved — we’ve sent TWO full sets of product to the same address, BOTH have been certified as having been delivered, *AND* we have issued a full refund to boot.  All before this paperwork was processed.  We spent all sorts of time on the phone with [redacted] tracking the original package, and then with [redacted] re-routing the package for him.  At this point it’s starting to become harassment.Thank you for your time.Sincerely,[redacted]