123Ponds Mad customer using internet to bully company when something does not go their way Internet
So the story goes like this: Customer purchases an item online and has a specific need for the skimmer basket to have very, very small holes because THEY have water oak leaves (which by the way are not that small). They do not contact us with questions prior to the sale or to ask us to take pictures or measure the basket holes which we would be happy to do and what sets us apart from the large giants online.
They then get the skimmer and realize that it will not work for them because again they have a specific thought in mind of how this should work. So they contact us through email to return the item because it will not work for them. We send them the standard RGA = Returns good authorization with refund information clearly outligned and exactly what is noted on the website and on our packing slip, etc. 15% Restocking fee plus shipping. 30% is a complete lie.
They get the information and right away email back with threats that if we don't want negative feedback we will waive the fees because they feel that they are different in some one since the skimmer while exactly as described just did not meet their needs.
We are quick to respond to them - only a few hours in between each email. This constitutes GREAT customer service in any write up mind you. We offer our other alternative which is also on our website in our return policy which is to waive the 15% restocking fee if they would like a store credit.
Again, someone taught them its ok to bully to get what they want so again they threaten us that they will make it their mission to write negative reviews about us online if we dont do what they ask for. Really extorsion if you ask me.
So in the end they have the offer to return the skimmer and they can return it with 2 offers:
1) 15% Restocking fee plus shipping costs for a credit back to the credit card they used.
2) 0% Restocking fee plus shipping costs for a store credit.
We are not being overly strickt and this is very easy. We have tried to offer you the best customer service that we can and keep in mind that this was not a mistake by us, the order was shipped out very quickly and was exactly what they ordered.
In closing I will also say that the only rip off here is this system. To arbitrate these lies that were placed on our 17 year old company (only 1) they ask for a minimum fee of $2,000.00 - Yes, correct $2,000.00 USD to have the review arbitrated and possibly removed. Wow they are as much bullies as this person that wrote the review about us.