Complaint Review: So Cal Lighting

In fairness I will address point by point this company's inaccuracies in their rebuttal.
First, they did not assist me many times, in fact they (or one of their sales associates) kept assuring me that the shipment would go out or had gone out and they were simply waiting for the computers to come back online to supply me with a tracking number.
The owner has his facts wrong, his salesman finally admitted that the shipment had not gone out on Monday or Tuesday but assured me it would go out and that I would have it in hand on Friday. As this was the last day I could get it and still do the job I told him that if it could not arrive by Friday I wanted the order canceled as it would be too late to fulfill my client's requested deadline. The salesman said he would make sure it went out so that I would have it by Friday and told me (when I pressed him for it) that he would email me the tracking number.
When he finally sent the tracking number it indicated that a ticket for the shipment had been generated but that the shipment was not yet in UPS hands (that was Thursday afternoon). Friday morning I called, got the owner who rudely told me that even though it hadn't been picked up Thursday I might strill get it Friday and if I didn't I could return it and request a refund (Per The Terms On The Website). As I said before, there was no way the shipment was going to arrive in time (any first year UPS user would know that) and that was the end of any chance of doing the job for my client.
This guy, the owner, has never apologized for his ineptitude, his rudeness or his lack of competency but rather wants us to feel that he is very professional because he does so many "BIG" orders and this was jus a small order.
Lastly, if doing everything he could means yelling at me for bothering him and costing him money by calling him on his toll free line then I guess he needs to read a book on customer service. There is nothing in his rebuttal that  accurately reflects the true course of events! Lie upon lie!

This customer ordered 1 spool of rope light, and we have assisted him many times over the phone, we even called him many times to do our best. We promised the customer the rope light would ship that friday and provided him with the tracking #. The item DID ship that Friday! He then kept calling over and over (he called the sales # instead of the customer service # many times, which delayed getting back to him). We promised him a full refund if the item did not ship on Friday, but the item did ship on Friday, and he received the package. Because of that we do have a small restocking fee as per the terms and conditions clearly posted on our website. He also wants us to pay the shipping back!

He could have simply refused the package, paid no shipping back, and we would have then been able to refund him! We ship via UPS, so if he didn't want the product why did he accept the package?! We initially had a delay as we were moving to a new location and did not ship it that day due to a clerical error. He had called looking for his rope light, and after discovering the error we then promised him a later date IF he still wanted the order, as we promised a FULL refund before the product shipped if he did not! He agreed to the later date and  the product shipped as promised. We apologize that we were not able to fully satisfy this customer, but we did everything we could! We have dealt with tens of thousands of customers over the years, and as we try, we cannot satisfy everyone. But from what we can tell, 99.7% or so of our customers are satisfied with our business, and we deal with large accounts and bulk orders almost daily!