Joyful Noise Recordings

I'm writing in response to this claim notice we received from a customer who has become increasingly difficult to work withWe have been trying to explain the answer to his question for months, but he refuses to accept our explanationsHe continues to purchase items from our online store and
then emails us demanding a refund for the shipping chargesWe are all at a complete loss for how to handle this customerHe has begun to harass all of our employees, including the President of our company (Karl ***).
As I said, we have sent him multiple explanations and even indulged his refund demands a couple times, but we simply can't afford to give away money that we already spent on postageHere is my most recent and in-depth explanation of the situation:
December 22,
Hi ***,
This is a little difficult to explain, particularly because you only hopped aboard the JNR train in September(And we're happy you did!) But here's the situation: basically, we switched over to an entirely new website back in June--there are a lot of pros and cons to both the old and the new websiteOne of the cool things about our old site was that every aspect of it was custom built, and we were able to set up a feature that would automatically discount the shipping cost for combined shipping, based on the customer's VIP status, their location, and the weight of the orderHowever, there are many downsides to having a custom platform; one example is that when one plor extension or widget (etc.) updates, it throws everything else off and causes major problems on the websiteSo, we decided to move everything over to a hosted solution, which meant that there would be a little less flexibility, but infinitely more reliabilityUnfortunately, one of the biggest downsides to this move was that we were/are 100% unable to customize anything at all on the checkout pages--including the shipping priceWe tried everything we could think of, but this area is completely locked downSo, we did the next best thing we could think of, which was to run some numbers and give people coupon codes to use at checkout which would discount their order by a fixed amount, based on the average postage costs to customers' locationsAlllllll of this is to explain that the $shipping that you saw (although I'm not sure where you read that, and I'd love to check that out if you still have the link to that page) was a remnant of our old website, where we had more carte blancheYou've not been ripped off, I assure youI know this is a long explanation to a seemingly simple question, but I hope that helps to clear things up a bitPlease let us know if you have any questions regarding specific orders, and we'll be happy to helpHappy Holidays!

This is a very straight forward matter of advertisingI sent them the information I am pasting below showing what their shipping terms clearly stated on their websiteTheir explanation was that they had stopped honoring that policy long ago and it was not their fault that they were still offering it on their site
On Mon, Feb 1, at 2:PM, *** * wrote:
I have attached a jpeg showing your website and what it said in September, when I joined.
Also, here is a link to what is STILL said in December 2015 *** *** * *** *** ***
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Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***