Crowd Supply, Inc.

Sent: Friday, July 28, 2017 11:39 AMTo: Complaints <[email protected]>Subject: Response to complaint [redacted]This is a response to a complaint filed with the Revdex.com against Crowd Supply, Inc. The complaint ID is [redacted].This customer requested a full refund for a pre-order and received a...

full refund within two business days. The refund was delayed by the customer's contradictory demands for how the refund should be paid (various combinations of PayPal, check by mail, check in person, and cash). In addition, the customer left several demeaning, expletive-laden voice messages which included personal attacks on specific Crowd Supply staff. In any case, Crowd Supply's response, the outcome for the customer, and the amount of time taken to address and resolve the customer's concerns all fall within the bounds of professional, responsive customer service, which we take very seriously. We can only assume the customer was having a bad day, feeling under pressure, and needed to vent. See below for a detailed summary of the email exchange with the customer.Sincerely,Joshua L[redacted]Co-founder & CEOCrowd Supply---Detailed summary of  email exchange with customer:Customer pre-ordered one Ultimate Hacking Keyboard on January 5, 2017, paying $340 by credit card.Customer contacted manufacturer (Ultimate Gadget Laboratories) on Thursday, July 6, 2017 to request a refund. As stated on our website, all pre-orders are eligible for refunds at any time before the product ships (e.g., https://www.crowdsupply.com/guide/supporting-projects#can-i-cancel-my-order).Man...⇄ responded to customer and forwarded request to Crowd Supply at 1:47 PM on July 6, 2017.On July 6, 2017 at 2:58 PM, Crowd Supply customer support responded to customer acknowledging pre-order would be canceled and refunded, but that the customer would need to specify either PayPal or check as the method of receiving payment since the window for refunding to customer's original credit card had passed.On July 6, 2017 at 3:42 PM, customer responded asking for half the refund by check and half the refund by PayPal, noting they didn't want to wait six weeks for a check to arrive but also didn't want to incur PayPal fees.On Friday, July 7, 2017 at 12:11 PM, Crowd Supply customer support responded that a check would only take 5-7 business days to arrive and asked customer to confirm the payment method.On Sunday, July 9, 2017 at 12:34 PM, customer requested 3/4 of the refund by PayPal and 1/4 by check.On Monday, July 10, 2017 between 10:09 AM and 10:11 AM, customer sent four emails asking about the status of the refund, offering to drive to our office to pick up a check, and expressing dismay at the service they were receiving.At 10:43 AM that same day, Crowd Supply customer support apologized for the delay, noting the office is closed over the weekend, and offering to put a check in the mail the same day.At 1:35 PM that same day, customer requested the full amount to be paid by PayPal immediately and expressed frustration about the process taking so long. Twelve minutes later, they sent another email asking if the refund had been paid. Nine minutes after that, they sent another email promising never to use Crowd Supply again and writing up this experience in a public review. Four minutes later, Crowd Supply customer support responded saying they had put in a request to issue the full refund via PayPal and apologizing for the frustrating experience. This was followed four minutes later by an incredulous response from the customer wondering why a request for payment had to be made. Two minutes later, the customer sent an email requesting the address of the Crowd Supply office so they could come get cash instead. Five minutes later, Crowd Supply customer support assured the customer their refund would be sent today and that the request was a standard accounting procedure.At 2:23 PM customer again requested the Crowd Supply office address, saying we can cut a check and hand it to them. At 2:35 PM, customer indicated they found the Crowd Supply address and would be there sometime after 4 PM. Two minutes later, customer asked for confirmation.At 3:04 PM, Crowd Supply customer support replied to customer saying the person who writes checks is currently in a meeting but that this would most likely be fine and they would get back to the customer ASAP. At 3:10 PM, Crowd Supply customer support confirmed we would have the check ready when the customer arrived.