Elkhorn Fly Rods

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

To whom it may concern,I am writing this in response to a letter I received today from the Revdex.com (re: ID-***)Firstly, I received no inquiry from the Revdex.com via e-mail or I would have respondedIf you have proof of delivery of said e-mail I'd like to see it as I've check all the different in-boxes
and the spam folder and found nothing from the Revdex.comI've included a copy of the e-mail correspondence I've had with this customer so you can see from the dates and events how this problem came to beFirstly, on Mar 26, we received an on-line order for this rod and reel comboLater that day, the transaction was verified by our on-line merchant services provider that the credit card was valid and we could proceed with the orderThe next day, Mar 27, I received an e-mail from this customer asking that the order be canceledI was prepared to do this when I received another e-mail from the customer stating he changed his mind again and wanted to proceed with the orderSo we went ahead and shipped itIt was at this time that somehow the e-mail address was identified as spam by our e-mail server hosting service and his e-mails after that were sent to our spam folderI've also attached those e-mails to this string, and I did not see yet the fourth, fifth and sixth e-mails from this customer, again changing his mind, that he wanted the order canceledBy then it was too late as the package had already been shipped anywayOn Apr 10, while combing through my spam folder, I found the subsequent e-mails, where the customer changed his mind for the third time and requested the order be canceledHe complained that his e-mails had gone unanswered, then the very same day a complaint was filed with the Revdex.comWhen I found his e-mail on Apr 10, I immediately sent him an e-mail (attached) apologizing for the oversight and asked that he contact me so we could issue his refund, and return postage, upon return receipt of the orderI also called him twice and left voice mails giving him my business phone number and my personal cell phone number so I could attempt to clear up the problemI heard nothing back via e-mail or phoneThe complaint with the Revdex.com was filed within hours of the initial order placement and hours after not getting a response to his second request to cancel the orderAnd we did not get the shipment back, so obviously the shipment was not refused by himI think this customer complaint is hasty and unreasonableWhat customers like this don't realize is that when an order is confirmed, our merchant service provider charges a service fee of 3.5% to process the orderThe same applies when we have to issue a refund, another 3.5%I didn't mention this to this customer or did I attempt to charge a restocking feeAnd I offered to pay for the return shipping, which would likely be around $I simply wanted to make him happy and be fair to him, in his eyesYou can tell this by the sincerity of the e-mail attached that I sent him on Apr So for all the flip-flopping from this customer, it would have cost my company approximately $44.98, and I never even brought it upI don't know what this customer expects a small business to tolerate over his inability to make a sound decision when placing an on-line order, but obviously he is clueless as to the hassle his indecisiveness cost our businessAt this point, in light of the attempted resolution, and before receiving the letter from the Revdex.com, I would be willing to take back the product, with a 15% restocking fee, and refund him the differenceI feel like my attempts to contact him and resolve this issue before receiving this letter today, Apr 14, was honest and fairHis decision to not follow through with my offer is his decision, not mineIn the years this company has been in business this is the first time we've ever received a complaint with the Revdex.com.Additionally, threatening to post "horrible service" complaints all over the internet within hours of not receiving an answer to an e-mail seems irrational and rashIf you care to take the time to do some research on-line, you will find nothing but positive comments about our company and especially our customer service.Please let me know how we proceed from here,Brian C***, OwnerElkhorn Fly Rod and Reel, LLCWEisenhower Blvd.Loveland, CO 80537www.elkhornflyrodandreel.com

To whom it may concern,I am writing this in response to a letter I received today from the Revdex.com (re: ID-[redacted]). Firstly, I received no inquiry from the Revdex.com via e-mail or I would have responded. If you have proof of delivery of said e-mail I'd like to see it as I've check all the different...

in-boxes and the spam folder and found nothing from the Revdex.com. I've included a copy of the e-mail correspondence I've had with this customer so you can see from the dates and events how this problem came to be. Firstly, on Mar 26, we received an on-line order for this rod and reel combo. Later that day, the transaction was verified by our on-line merchant services provider that the credit card was valid and we could proceed with the order. The next day, Mar 27, I received an e-mail from this customer asking that the order be canceled. I was prepared to do this when I received another e-mail from the customer stating he changed his mind again and wanted to proceed with the order. So we went ahead and shipped it. It was at this time that somehow the e-mail address was identified as spam by our e-mail server hosting service and his e-mails after that were sent to our spam folder. I've also attached those e-mails to this string, and I did not see yet the fourth, fifth and sixth e-mails from this customer, again changing his mind, that he wanted the order canceled. By then it was too late as the package had already been shipped anyway. On Apr 10, while combing through my spam folder, I found the subsequent e-mails, where the customer changed his mind for the third time and requested the order be canceled. He complained that his e-mails had gone unanswered, then the very same day a complaint was filed with the Revdex.com. When I found his e-mail on Apr 10, I immediately sent him an e-mail (attached) apologizing for the oversight and asked that he contact me so we could issue his refund, and return postage, upon return receipt of the order. I also called him twice and left voice mails giving him my business phone number and my personal cell phone number so I could attempt to clear up the problem. I heard nothing back via e-mail or phone. The complaint with the Revdex.com was filed within 48 hours of the initial order placement and 24 hours after not getting a response to his second request to cancel the order. And we did not get the shipment back, so obviously the shipment was not refused by him. I think this customer complaint is hasty and unreasonable. What customers like this don't realize is that when an order is confirmed, our merchant service provider charges a service fee of 3.5% to process the order. The same applies when we have to issue a refund, another 3.5%. I didn't mention this to this customer or did I attempt to charge a restocking fee. And I offered to pay for the return shipping, which would likely be around $20. I simply wanted to make him happy and be fair to him, in his eyes. You can tell this by the sincerity of the e-mail attached that I sent him on Apr 10. So for all the flip-flopping from this customer, it would have cost my company approximately $44.98, and I never even brought it up. I don't know what this customer expects a small business to tolerate over his inability to make a sound decision when placing an on-line order, but obviously he is clueless as to the hassle his indecisiveness cost our business. At this point, in light of the attempted resolution, and before receiving the letter from the Revdex.com, I would be willing to take back the product, with a 15% restocking fee, and refund him the difference. I feel like my attempts to contact him and resolve this issue before receiving this letter today, Apr 14, was honest and fair. His decision to not follow through with my offer is his decision, not mine. In the 26 years this company has been in business this is the first time we've ever received a complaint with the Revdex.com.Additionally, threatening to post "horrible service" complaints all over the internet within 24 hours of not receiving an answer to an e-mail seems irrational and rash. If you care to take the time to do some research on-line, you will find nothing but positive comments about our company and especially our customer service.Please let me know how we proceed from here,Brian C[redacted], OwnerElkhorn Fly Rod and Reel, LLC3121 W. Eisenhower Blvd.Loveland, CO 80537www.elkhornflyrodandreel.com