Leaf Only

On 05/20/15, Mr. [redacted] called in and spoke to me ([redacted], Customer Service Manager). He said he wanted to let me know that he had a complaint about his last order, which was placed on 12/17/14. His order was for a 1/4 lb sample of our [redacted] and he claims that the whole...

order was wrong. He said that there were other types of leaves mixed in with his order. I asked him if he could verify by emailing me pictures of the other leaves and he went on to tell me that he didn't have them, because he gave them away to other people. When I explained, per our refund policy on our website, that we do not compensate for orders after they are a week old, Mr. [redacted] became very upset and demanded compensation. He threatened to never order again and disconnected the call. Mr. [redacted] then filled out a contact sheet on our website stating that he ordered 1 lb of [redacted] and it was back in February. I have no record on file of an order under his name, email address or street address for February. He did place an order on 09/29/14 for 1 lb, so I emailed him back and asked if that was the order he was referring to. While he wouldn't directly answer my question, he went onto to say that I was condescending and rude and that he was insulted I called him a liar by asking for pictures. I kindly explained that I was not calling him a liar by asking for pictures to verify, but that, there are a lot of dishonest people in the world and we need to visually verify, before we can make any decisions about compensation. When I asked why he waited so long to notify us about his order, he said it was because he keeps the leaves in his refrigerator and didn't "inspect" the tobacco when it was received.I hope you can understand why we first of all; don't compensate after 7 months (our whole leaf tobacco is perishable, much like fruits and vegetables at the grocery store); second of all, Mr. [redacted] is stating he ordered in February when we don't have any record of an order past December; third, he switches between saying he ordered 1 lb and then saying he ordered a 1/4 lb; fourth, he doesn't have proof of what he received, because he gave the order away; and lastly, he said he didn't inspect the tobacco and gave it away, so how would he know if what he received wasn't correct?I was very polite and thorough with my explanation as to why we wouldn't be able to refund or compensate him for his order. I thanked him several times for his business and spreading the word to his friends about us and I also apologized if his order was incorrect. It was Mr. [redacted] who was calling me names and very disrespectful.