Staton-Inc.

Initial Business Response /* (1000, 5, 2015/07/08) */
The customer did send us a a check including the amount for expedited shipment. As it states very clearly on our website, if you pay for expedited shipping, this doesn't mean you will receive it immediately. It means that once the order is...

ready to ship, this will be the method we use to send it. As we explained to the customer, our bicycle kits are individually built as we receive orders. In regards to the charges of customer service, he would call us 3 or 4 times a day asking about the status which we would explain to him. After a week of constant calls, we offered to refund his money but he was insistant on getting his order. As we explained to him, the time we spend talking on the phone takes away from our time working on the orders. We do not mind speaking to customers, but when it becomes a harrassing situation and other orders are also needing work, then it becomes a negative situation for both parties. We DID refund his shipping charges. We do understand his frustration at spending a large sum of money and not receiving it when he perceived it should have arrived but we explained it to him time and time again that we don't have the kits assembled. In this case we had to machine several of the parts and get them anodized or zinc plated. These processes take time and we won't send out products that don't meet our standards. This customer was overly anxious to receive his order and no explanation was ever accepted. We even called him the day we received his check to explain that it was going to take a while to complete in which he was very irritated. This was not a typical experience. We usually have the orders shipped within 7 to 10 business days for our more complex kits. Any of our other products ship the same day or the next day. If we are out of stock or we know it will take extra time, we call to explain this to our customers. We have been in business for over 30 years which doesn't happen with poor customer service. However,our time is very valuable and we do not appreciate it when customers needlessly call because they are impatient. As I stated before, we called him immediately to explain the order would take time to build; we refunded his shipping cost; we notified him when to expect shipment once all the parts were machined and plated; and each time he called, we tried explaining to him that we would notify him of the status. We did try a number of times to politely stop calling multiple times a day but he was insistant and impatient which turned into this negative situation.