Complaint: [redacted] I am rejecting this response because: the seller's account of the situation is untrue, and from the language used in her communications, I can see that the seller is more interested in promoting her ego than reaching a resolutionAs it stands right now, I have neither the books I ordered nor the money I paid for these booksI do not find this ethical business practice, especially for a store selling materials designed for childrenI had already heard bad reviews of this bookstore from others in the Waldorf community, but I thought my order was simple enough, and I would rather support an independent bookseller than a huge corporation Again, the books were returned in a padded mailer in the same manner as I’ve received countless books from [redacted] and other booksellersIt is unconscionable that I am being blamed for the damage the books occurred while in transit, since there were absolutely no instructions as to how to pack the books on the seller’s websiteI’ve received undamaged books wrapped in brown paper or a simple unpadded plastic mailer more often than I can countThat she should seek to attack my intelligence in her response is very telling of this whole fiasco There are too many inaccuracies and assumptions in her response to untangleShe is inaccurate in claiming the books arrived outside of the 30-day window; I received confirmation from the post officeShe claims she notified me that she would be sending a separate email with a gift certificateFalse When inquiring about getting a time extension to use the “gift certificate” (which was really just my money she has refused to return any other way), her response was, “It is unfortunate that you didn’t follow up on the gift certificate to make sure it arrived properly after I told you I would be sending one.” That is the definition of violent communication(I assume most adults are familiar with Dr [redacted] work, on which almost every current model of conflict resolution is based.) This type of language used in such a mundane interaction is reflective of much unprocessed emotional griefAs such, it has absolutely no place in a business transactionI do not know why this storeowner is so angry, and quite frankly, it is none of my businessI entered into a contract to purchase books, not become the emotional dumping ground for a stranger’s out-of-check emotions Perhaps I can also “take the time to explain about common, well know stores that [do NOT] have expirations on their store credits,” such as [redacted] Lastly, but certainly not least, I want to address the inflammatory phrase used several times in the latest responseThe seller claims she has “gone above and beyond” in her customer servicePerhaps I can also “take the time to explain” the meaning of above and beyondWe are small business owners, tooWe would never remotely consider burning a customer over $On a consistent basis, my husband makes amends for customers’ oversight or mistakes by offering his time and service to remedy any problems customers may have encountered with his products or original serviceHe spends hours every week on trouble calls, fixing issues that customers have caused through their own ignorance or neglect, all without billing a consultation feeHis hourly rate is $125/hrWe could rightly charge, but there are times when it is simply just not rightWe like to ere on the side of decency and not overcharging customersI believe that is the idea of going “above and beyond” what is legally required in order to reach the fairest conclusion Last example of exemplary customer service: We are having a custom home builtOrdered all materials from the builder, but after talking with the designer realized we would come closer to staying in budget by decreasing the width of the marble counter to be used over the kitchen islandThe builder originally said it was too late to change the orderA few hours later, he said we could go ahead and change our order after allGuess which piece of marble arrived? The thicker, more expensive oneI was fully ready to pay for the original order, but the builder took responsibility and made sure we got what we wantedI don’t know what he will do with a custom cut piece of marble, but I guarantee it cost him more than $I find this builder’s business ethics more fitting of the description “going above and beyond.”Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the seller's account of the situation is untrue, and from the language used in her communications, I can see that the seller is more interested in promoting her ego than reaching a resolutionAs it stands right now, I have neither the books I ordered nor the money I paid for these booksI do not find this ethical business practice, especially for a store selling materials designed for childrenI had already heard bad reviews of this bookstore from others in the Waldorf community, but I thought my order was simple enough, and I would rather support an independent bookseller than a huge corporation Again, the books were returned in a padded mailer in the same manner as I’ve received countless books from [redacted] and other booksellersIt is unconscionable that I am being blamed for the damage the books occurred while in transit, since there were absolutely no instructions as to how to pack the books on the seller’s websiteI’ve received undamaged books wrapped in brown paper or a simple unpadded plastic mailer more often than I can countThat she should seek to attack my intelligence in her response is very telling of this whole fiasco There are too many inaccuracies and assumptions in her response to untangleShe is inaccurate in claiming the books arrived outside of the 30-day window; I received confirmation from the post officeShe claims she notified me that she would be sending a separate email with a gift certificateFalse When inquiring about getting a time extension to use the “gift certificate” (which was really just my money she has refused to return any other way), her response was, “It is unfortunate that you didn’t follow up on the gift certificate to make sure it arrived properly after I told you I would be sending one.” That is the definition of violent communication(I assume most adults are familiar with Dr [redacted] work, on which almost every current model of conflict resolution is based.) This type of language used in such a mundane interaction is reflective of much unprocessed emotional griefAs such, it has absolutely no place in a business transactionI do not know why this storeowner is so angry, and quite frankly, it is none of my businessI entered into a contract to purchase books, not become the emotional dumping ground for a stranger’s out-of-check emotions Perhaps I can also “take the time to explain about common, well know stores that [do NOT] have expirations on their store credits,” such as [redacted] Lastly, but certainly not least, I want to address the inflammatory phrase used several times in the latest responseThe seller claims she has “gone above and beyond” in her customer servicePerhaps I can also “take the time to explain” the meaning of above and beyondWe are small business owners, tooWe would never remotely consider burning a customer over $On a consistent basis, my husband makes amends for customers’ oversight or mistakes by offering his time and service to remedy any problems customers may have encountered with his products or original serviceHe spends hours every week on trouble calls, fixing issues that customers have caused through their own ignorance or neglect, all without billing a consultation feeHis hourly rate is $125/hrWe could rightly charge, but there are times when it is simply just not rightWe like to ere on the side of decency and not overcharging customersI believe that is the idea of going “above and beyond” what is legally required in order to reach the fairest conclusion Last example of exemplary customer service: We are having a custom home builtOrdered all materials from the builder, but after talking with the designer realized we would come closer to staying in budget by decreasing the width of the marble counter to be used over the kitchen islandThe builder originally said it was too late to change the orderA few hours later, he said we could go ahead and change our order after allGuess which piece of marble arrived? The thicker, more expensive oneI was fully ready to pay for the original order, but the builder took responsibility and made sure we got what we wantedI don’t know what he will do with a custom cut piece of marble, but I guarantee it cost him more than $I find this builder’s business ethics more fitting of the description “going above and beyond.”Sincerely, [redacted] ***