I believe Ms. [redacted] found my response unsatisfactory, because we fundamentally disagree on the legitimacy of her complaint and as such I have offered little accommodation. Please review the images of our website that I have uploaded. They clearly show the information that was available to Ms. [redacted] while purchasing from our website. We have gone to great lengths to locate this information in multiple places to make it as easy as possible for customers to see. This complaint is based on Ms. [redacted] not reading this information, developing a misunderstanding, and then becoming upset that Rovers North has not made concessions based on her misunderstanding. Ms. [redacted] continues to assert the product was listed "in-stock". This is factually incorrect. As seen in the attached images, this item was listed as "Typically ships in 7-9 days". Items that are in-stock say "ready for immediate shipment". Thus the item was not listed as "in stock". I have provided images that show this information was available on both the items page and the checkout page. Unfortunately this item fell outside of "typical" and was going to take a bit longer than 7-9 days to import from England... but the point remains the item was never in stock and we did not promise it was. We require a "shipping quote" on truck freight items, so we do not charge freight at time of checkout. This was also listed in two places on the website (also visible on the screen shots I have provided). We simply cannot quote for truck freight on our website. No offense was intended by using Ms. [redacted]'s first name. I've spoken to thousands of customers and in even the friendliest conversations, customers often get annoyed if you say "mam" or "sir". When I use a last name, customers frequently say "Mr. [Last name] is my father, call me [first name]." So I have taken to using customers' first names. This is the first time I have had a customer upset by use of the first name. I never suggested Ms. [redacted] did not talk to a Rovers North sales rep. I said she "did not ask to speak with a manager", which is the standard way to resolve customer service concerns. Ms. [redacted] skipped this step, cancelled her order, and went right for the nuclear option of reporting Rovers North to the Revdex.com over her misunderstanding (again, she has not demonstrated any wrong doing on the part of Rovers North) with the express purpose of getting more out of Rovers North OR making sure everybody sees her complaint. I am effectively calling her bluff. We did nothing wrong and we will not be strong armed by her use of the Revdex.com. In regards to the "tone", perhaps Ms. [redacted] is upset that I've addressed my letter to a 3rd party arbitrator (the Revdex.com) to factually disputed her baseless claim. This is our first time being reported to the Revdex.com in the ten years that I have been with the company. I am not sure of the proper protocol... But if she wished to be treated kindly as a customer, she could have contacted us directly and asked to speak with management. Going directly to the Revdex.com has been interpreted as hostile action and I have passionately defended our position. In conclusion, Rovers North continues feel strongly that Ms. [redacted]'s claim is illegitimate. We will not be bullied into giving her more just because she contacted the Revdex.com. She cancelled her order and that is fine, but we owe her nothing more. We invite Ms [redacted] to purchase her parts elsewhere. Best regards, [redacted] Vice President
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I found Mr. [redacted]'s response to my legitimate complaints concerning my treatment as a customer of Rover North insulting and lacking in accommodation. First, he makes the assumption that I did not contact Rover North to correct this problem from the beginning before contacting Revdex.com. In actuality, in my original complaint I stated that I spoke with the representative from Rover North that sent me the email, Mr. [redacted], who at the time of my conversation was cold and seemingly unconcerned with my complaint of being charged something extra for shipping, and the part not being available until after January, when it showed on the site as if it was in stock. Mr. [redacted] makes comment on the amount of parts they stock, which has absolutely nothing to do with why this part was showing on their site as in stock, when it had to be ordered. If the part has to be ordered, then it should be stated at the time of the order, not later by email sent to the customer after they are waiting for the part to be delivered. Additionally, as I stated in my complaint, there was no message relating that the shipping would be added later, and that I would be contacted because the part was oversized, on costs for shipping. Mr. [redacted] now points out in a picture that this was stated at the time I selected the part. If shipping is to be added later because a part is oversized, then this too should be stated at the time that the sale is being made, on the sales slip, for instance, or at least some message should be provided that shipping will be added. The area on the order form where the shipping was listed only showed that it would come 2 day [redacted] shipping, as if shipping had been included in the price of the item. I resent Mr. [redacted]'s tone of voice used in his response, especially in suggesting that surely I did not believe that shipping would be free on this item. Often, however, when a customer makes an expensive purchase from a company, the shipping is included in the price, so this is what I thought when ordering this part initially. I am not complaining about being charged shipping on the item, I am complaining that the cost was not clear and stated at the time of my purchase of the item. Now, instead of Mr. [redacted] acting professionally. as the position he resides in at the company would suggests, he writes and insults me further through his rude manner of response to my legitimate complaints concerning his company's recent handling of my order with them. He then goes on to suggests that I reorder the product from them at the same discount, after having insulted me in his response. Due to the manner of conduct shown by Mr. [redacted] and Mr. [redacted] in handling this situation, I have no intention of reordering the part from their store. If you truly intend to make some amends to a customer for a mishap of this nature, then perhaps trying not to insult them by referring to them by their first name, as if you know them personally, and insulting them through tone of voice in your response, after the fact, would be helpful; I would think.]
Regards,
[redacted]
Greetings, It is appears [redacted] did not read our shipping schedule and policy for overweight items, which are both listed on the item page and the checkout page. As a result, [redacted] expects something that was never promised and is not possible. Rovers North strives to provide (and are renowned for)...
absolutely top-notch customer service. It is unfortunate that [redacted] took her complaint to the Revdex.com before asking to speak with Rovers North management as we would have worked to satisfy her without involving the Revdex.com. Shipping schedule: [redacted] has stated "the part was listed as in-stock" but this is not accurate as we do not stock this item (we stock 20,000+ items and offer many, many more as "special order") and our website automatically displays realtime part availability. Please see the attached images. At the top of both I have drawn an arrow to point out where the shipping schedule says "Typically available in 7-9 days". Unfortunately with this specific oversized part the lead time is a bit longer. We simply do not have the ability to accurately forecast the lead time of every item, which is why we used the word "typically". Shipping amount: [redacted] was not charged shipping at the time of her checkout because this bumper is oversized and needs an exact shipping quote. On the attached images I have drawn an arrows to show where it says "Oversized (you will be contacted with freight charges prior to shipping)" and " Oversized, heavy, and truck freight: You will be contacted prior to shipping with the best possible price. " It appears [redacted] did not read these statements (or perhaps her browser did not load the image and text on the item profile?) and understood Rovers North would ship an oversized bumper Express 2 Day free of charge. This is simply not possible. Resolution: Rovers North maintains no wrong doing for this situation. However, we are willing to extend the 15% discount (which has since expired) to [redacted] if she wishes to purchase the bumper again. The lead time and the shipping costs have not changed. If [redacted] desires additional customer service or accomodations, we invite her to contact us directly as we strive to make every customer happy. Best regards, [redacted] Vice President Rovers North
I believe Ms. [redacted] found my response unsatisfactory, because we fundamentally disagree on the legitimacy of her complaint and as such I have offered little accommodation. Please review the images of our website that I have uploaded. They clearly show the information that was available to Ms. [redacted] while purchasing from our website. We have gone to great lengths to locate this information in multiple places to make it as easy as possible for customers to see. This complaint is based on Ms. [redacted] not reading this information, developing a misunderstanding, and then becoming upset that Rovers North has not made concessions based on her misunderstanding. Ms. [redacted] continues to assert the product was listed "in-stock". This is factually incorrect. As seen in the attached images, this item was listed as "Typically ships in 7-9 days". Items that are in-stock say "ready for immediate shipment". Thus the item was not listed as "in stock". I have provided images that show this information was available on both the items page and the checkout page. Unfortunately this item fell outside of "typical" and was going to take a bit longer than 7-9 days to import from England... but the point remains the item was never in stock and we did not promise it was. We require a "shipping quote" on truck freight items, so we do not charge freight at time of checkout. This was also listed in two places on the website (also visible on the screen shots I have provided). We simply cannot quote for truck freight on our website. No offense was intended by using Ms. [redacted]'s first name. I've spoken to thousands of customers and in even the friendliest conversations, customers often get annoyed if you say "mam" or "sir". When I use a last name, customers frequently say "Mr. [Last name] is my father, call me [first name]." So I have taken to using customers' first names. This is the first time I have had a customer upset by use of the first name. I never suggested Ms. [redacted] did not talk to a Rovers North sales rep. I said she "did not ask to speak with a manager", which is the standard way to resolve customer service concerns. Ms. [redacted] skipped this step, cancelled her order, and went right for the nuclear option of reporting Rovers North to the Revdex.com over her misunderstanding (again, she has not demonstrated any wrong doing on the part of Rovers North) with the express purpose of getting more out of Rovers North OR making sure everybody sees her complaint. I am effectively calling her bluff. We did nothing wrong and we will not be strong armed by her use of the Revdex.com. In regards to the "tone", perhaps Ms. [redacted] is upset that I've addressed my letter to a 3rd party arbitrator (the Revdex.com) to factually disputed her baseless claim. This is our first time being reported to the Revdex.com in the ten years that I have been with the company. I am not sure of the proper protocol... But if she wished to be treated kindly as a customer, she could have contacted us directly and asked to speak with management. Going directly to the Revdex.com has been interpreted as hostile action and I have passionately defended our position. In conclusion, Rovers North continues feel strongly that Ms. [redacted]'s claim is illegitimate. We will not be bullied into giving her more just because she contacted the Revdex.com. She cancelled her order and that is fine, but we owe her nothing more. We invite Ms [redacted] to purchase her parts elsewhere. Best regards, [redacted] Vice President
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I found Mr. [redacted]'s response to my legitimate complaints concerning my treatment as a customer of Rover North insulting and lacking in accommodation. First, he makes the assumption that I did not contact Rover North to correct this problem from the beginning before contacting Revdex.com. In actuality, in my original complaint I stated that I spoke with the representative from Rover North that sent me the email, Mr. [redacted], who at the time of my conversation was cold and seemingly unconcerned with my complaint of being charged something extra for shipping, and the part not being available until after January, when it showed on the site as if it was in stock. Mr. [redacted] makes comment on the amount of parts they stock, which has absolutely nothing to do with why this part was showing on their site as in stock, when it had to be ordered. If the part has to be ordered, then it should be stated at the time of the order, not later by email sent to the customer after they are waiting for the part to be delivered. Additionally, as I stated in my complaint, there was no message relating that the shipping would be added later, and that I would be contacted because the part was oversized, on costs for shipping. Mr. [redacted] now points out in a picture that this was stated at the time I selected the part. If shipping is to be added later because a part is oversized, then this too should be stated at the time that the sale is being made, on the sales slip, for instance, or at least some message should be provided that shipping will be added. The area on the order form where the shipping was listed only showed that it would come 2 day [redacted] shipping, as if shipping had been included in the price of the item. I resent Mr. [redacted]'s tone of voice used in his response, especially in suggesting that surely I did not believe that shipping would be free on this item. Often, however, when a customer makes an expensive purchase from a company, the shipping is included in the price, so this is what I thought when ordering this part initially. I am not complaining about being charged shipping on the item, I am complaining that the cost was not clear and stated at the time of my purchase of the item. Now, instead of Mr. [redacted] acting professionally. as the position he resides in at the company would suggests, he writes and insults me further through his rude manner of response to my legitimate complaints concerning his company's recent handling of my order with them. He then goes on to suggests that I reorder the product from them at the same discount, after having insulted me in his response. Due to the manner of conduct shown by Mr. [redacted] and Mr. [redacted] in handling this situation, I have no intention of reordering the part from their store. If you truly intend to make some amends to a customer for a mishap of this nature, then perhaps trying not to insult them by referring to them by their first name, as if you know them personally, and insulting them through tone of voice in your response, after the fact, would be helpful; I would think.]
Regards,
[redacted]
Greetings, It is appears [redacted] did not read our shipping schedule and policy for overweight items, which are both listed on the item page and the checkout page. As a result, [redacted] expects something that was never promised and is not possible. Rovers North strives to provide (and are renowned for)...
absolutely top-notch customer service. It is unfortunate that [redacted] took her complaint to the Revdex.com before asking to speak with Rovers North management as we would have worked to satisfy her without involving the Revdex.com. Shipping schedule: [redacted] has stated "the part was listed as in-stock" but this is not accurate as we do not stock this item (we stock 20,000+ items and offer many, many more as "special order") and our website automatically displays realtime part availability. Please see the attached images. At the top of both I have drawn an arrow to point out where the shipping schedule says "Typically available in 7-9 days". Unfortunately with this specific oversized part the lead time is a bit longer. We simply do not have the ability to accurately forecast the lead time of every item, which is why we used the word "typically". Shipping amount: [redacted] was not charged shipping at the time of her checkout because this bumper is oversized and needs an exact shipping quote. On the attached images I have drawn an arrows to show where it says "Oversized (you will be contacted with freight charges prior to shipping)" and " Oversized, heavy, and truck freight: You will be contacted prior to shipping with the best possible price. " It appears [redacted] did not read these statements (or perhaps her browser did not load the image and text on the item profile?) and understood Rovers North would ship an oversized bumper Express 2 Day free of charge. This is simply not possible. Resolution: Rovers North maintains no wrong doing for this situation. However, we are willing to extend the 15% discount (which has since expired) to [redacted] if she wishes to purchase the bumper again. The lead time and the shipping costs have not changed. If [redacted] desires additional customer service or accomodations, we invite her to contact us directly as we strive to make every customer happy. Best regards, [redacted] Vice President Rovers North