Pet Door Store LLC, The

This item ships from a separate warehouseThe order was sent to the warehouse and they promptly responded with tracking info, which we put into the customer's record, and he was sent an order shipped email notificationThis is the end of the order for 99.999% of our customersIn this particular
case the warehouse didn't actually get the item on the truckI don't know what the hold up was, but the order was delayedI apologized and offered a $refund for the hassleThis customer received his order within daysIt should have been faster, no doubt about that, and I had told him that it would get there quicker than it didFor that I apologize.It seems to me that what is really upsetting this customer is my attitudeI am still working through a lot of issues with our new website and must have been frustrated when he called to complain about this orderIt was not my intention to come across as flippant, but that seems to be how he has taken my responseMaking our customers happy is our highest priority, which is why we haven't had a Revdex.com complaint in a very long time (probably years)I sincerely apologize for the delay hereIt shouldn't have happened
We were definitely in the wrong on this particular order, but we don't credit in full because an order took days to arrive

Complaint: [redacted]I am rejecting this response because:
While I've run a home-based business selling electronics and other goods. I've had customers lie to me and say an item never arrived, when the tracking shows it has. As a business owner that guaranteed customer satisfaction, the same way you're stating, I refunded all money paid and even shipped out internationally another iPod on my own cost. Simply stating "On this one it was our bad" doesn't satisfy any explanation. 
As a business owner to another business owner, perhaps this isn't the right field for you. If your only goal is to get paid and not guarantee what you sell, stand by your products, venders or even care, this isn't the right field for you.
Actions speak louder than words and you haven't actually done anything other than say "my bad". You didn't explain why your shipper didn't ship other than it didn't make it to the truck. Well then why? Why was my package the lucky one that didn't make it? What did you do to rectify the issue with your supplier so it doesn't happen again? Did you threaten to take your business elsewhere? As a stern business person, this is the very least you could do.
Blaming your flippant tone on a "new system" which is basically a computer, isn't solving an issue and it isn't taking responsibility for your actions. It's a computer not a puzzle box. It is only as functional as its operator.
The sad part is, I work with a non-profit that adopts out dogs in need of homes and I will warn every new adopting family to stay away from your site due to this lack of oversight and incompetence.
If customer satisfaction is your number one concern, prove it. Don't just say, "we don't do that". Challenge yourself to better next time and an example for other entrepreneurs striving to get into the market. Words without action is absolutely meaningless. Actions speak louder than words.
As a man, business owner/operator, husband and son, when I'm wrong, I'll admit and do my best to learn from my mistake. I don't deflect from that. Simple fact is, some people learn from their mistakes and others never will. This is what separates a true leader and fair business person from those just in it for a check.
I'm sorry you think you've done all you could, the simple fact is, you did not. You know it and I know it. You have no Revdex.com complaints, however, all it takes is one bad experience to tarnish your reputation. I sure hope next time with others you do a better job and if you have a dog you really care for it and not just as much as you "care" for customers.