I am in receipt of your letter dated June 22,2015 regarding a complaint [redacted]) from one of my customers.A little history might help clarify my explanation. I have been running a brick and mortarstore for about l 0 years. With much prodding from some friends and fellow merchants I decided...
toenter into the world of on line selling. On Line selling requires that I receive payment prior todelivering the products that have ordered. In my place of business I do not require a deposit or fullpayment prior to placing an order. The customer would then pay, when the product has arrived andthey have confirmed that it is the correct size, color and exactly what they expected.I received an order from the customer, tried to place the order and the manufacturer's website stated that the item was on backorder and was expected to ship on or about June 10. I checkedthe manufacturer's site again shortly after the 10th only to discover that the item was no back orderedbut was no longer being produced.At that time I asked my sales representative to send out an e-mail to his clients here in theNorth East, to see if there were any resellers that had this item that they would be willing to partwith. I received no response from anyone.At this point the customer had expressed to me her displeasure and informed me that shewas going to contact both my credit card processor and the Revdex.com. I informed herthat I could refund her money either by placing a refund on her credit card account or by mailingher a check. She asked that I mail her a check, which I did mail on June 23 and sent an e-mailstating that the check was at the post office.I did apologize to her several times and explained that product not being available issometimes a problem and that I have no control over what the manufacturer does and does notproduce.I believe that after her last e-mail she was satisfied with the remedy that we came to.Respectfully,Jeff B, Owner
I am in receipt of your letter dated June 22,2015 regarding a complaint [redacted]) from one of my customers.A little history might help clarify my explanation. I have been running a brick and mortarstore for about l 0 years. With much prodding from some friends and fellow merchants I decided...
toenter into the world of on line selling. On Line selling requires that I receive payment prior todelivering the products that have ordered. In my place of business I do not require a deposit or fullpayment prior to placing an order. The customer would then pay, when the product has arrived andthey have confirmed that it is the correct size, color and exactly what they expected.I received an order from the customer, tried to place the order and the manufacturer's website stated that the item was on backorder and was expected to ship on or about June 10. I checkedthe manufacturer's site again shortly after the 10th only to discover that the item was no back orderedbut was no longer being produced.At that time I asked my sales representative to send out an e-mail to his clients here in theNorth East, to see if there were any resellers that had this item that they would be willing to partwith. I received no response from anyone.At this point the customer had expressed to me her displeasure and informed me that shewas going to contact both my credit card processor and the Revdex.com. I informed herthat I could refund her money either by placing a refund on her credit card account or by mailingher a check. She asked that I mail her a check, which I did mail on June 23 and sent an e-mailstating that the check was at the post office.I did apologize to her several times and explained that product not being available issometimes a problem and that I have no control over what the manufacturer does and does notproduce.I believe that after her last e-mail she was satisfied with the remedy that we came to.Respectfully,Jeff B, Owner