Complaint Review: Zymetrical.com

How would you like to deal with a company who handles customers like Zymetrical does below?

Brian,

To ice the cake, you send a lengthy oration to insult your customer. Note your remarks I have bolded; in your own words, below. You have some special way of judging your customer's ability to understand. You call him a simpleton and you denote that you are the only participant in this exchange capable of explaining his position in a comprehendable manner.

I am amazed that any employee of any company would act like you are; representing your company in an insulting judging manner and in writing too!

I ordered a toilet seat, pal. One that glows in the dark. You couldn't handle that order.

You then cancelled the order to make yourself feel good. You then kept my payment without good rendered. You then insulted and demeaned the customer. You then insinuated that you can read the minds of your customer "If your intention is to file a frivolous complaint anyway". It is amazing, unprofessional, and I will echo it all over the net. My goal was simple in all the emails I've sent,"SEND ME THE TOILET SEAT I PAID FOR".

The original message was from the form your company set up at the "Review Order" screen. One can assume that if the entire screen pertains to a customer order, and when the bottom has an entry block for comments, that the company can add the two together and not just receive it as a meaningless, unreferenced email. Even then, if you get an email from "Sam Smith"asking "Where is my order", one could reasonable assume that you should look up old Sam's name and see what he ordered. Anything otherwise would be echo's of disorganization within the comany feedback structure.

Now my goal is, "I want everybody to see how your company rips people off and takes payment, doesn't send out orders, forgets the customer, insults the customer, and then take offense to the customer just simply wanting the order."

You should have just sent me the darn toilet seat.

Up until right now, I have said nothing that equates to the desire of order cancellation.

At this point and only at this point do I now cancel my order. I do so, not because I didn't want the product, but because I don't trust you with my credit card number after seeing you are so emotional and anti-customer, representing your company.

Enjoy the fame you will receive, Brian.

- Guy


"sales@Zymetrical.com" wrote:
Guy,

I am not going to dignify the 4 points you have outlined.

We have nothing to go on but 23 words you wrote, nothing else. I sincerely apologize if we misinterpreted your brief emails.

We were not aware of this problem until the 13th of December, whereby you sent an email (below) that made little sense. This order clearly fell through the cracks, and I will take full responsibility & accountability for that. I am sure that your email made perfect sense to you, so I won't argue that point. The second email didn't make much more sense than the first, but seeing that the order had apparently not been shipped, one could assume that this is in fact what you were inquiring about, even though this is not what you asked in your first 2 emails regarding this matter.

We asked for clarification about your first email, but instead, you threatened a BBB complaint in your second email on December 15th, 2 days after we were first made aware of this problem, without even allowing us a chance to rectify it. When everything is said and done, you said that for the sole purpose of getting a response. I am very sorry if that is not the outcome you desired.

The simple fact of the matter is that there is little sense sending something if you are not going to be happy with that, and there is even less sense to send your order if your prerogative is to file a complaint for us doing so. You don't have to understand that. We shipped over 20k orders in 2004, and we have already hit the 30k mark this year, with just over 2 weeks left. The vast majority of those orders went smoothly, with relatively few problems. The vast majority of customers are understanding, even when we make mistakes (which we do, because we are human, as we did in this instance). A very small group of customers however, far less than 1%, are not as understanding, whether we made the mistake or not. The situations where the customer is in fact the one at fault are the absolute worst to deal with, but that is offtopic. It is generally best to avoid dealing with this small minority of customers, as they are generally going to file a complaint either way if they are intent on doing so, regardless of how a complaint of any merit is handled. You don't have to understand where we are coming from.

This matter has been resolved, perhaps not to your liking. Your credit card, which should not have been charged, has been refunded for the full amount. That will take 1-3 business days to be reflected in your account, depending on your bank.

If your intention is to file a frivolous complaint anyway, clearly there is nothing we can do to prevent that. I would kindly ask however, that you include all of the details and all of the correspondences with such a complaint, if that is in fact your intent. All too often, the majority of times in fact, customers tend to leave details out, or skew things in such a way that distorts what truly happens because they are upset, or feel the need to vindicate their position.

There are a number of other companies that sell the potty glow toilet seat, perhaps you will have better luck with another supplier.

Brian
----- Original Message -----
From: Guy
To: sales@Zymetrical.com
Sent: Thursday, December 15, 2005 7:28 PM
Subject: Re: Zymetrical.com :: Order Order???


So, let me get this straight:

1. Zymetrical is a company that is run off emotionalism.
2. Orders are cancelled if you threaten to call BBB due to their lack of customer response.
3. Their sensitivity is more important than customer service.
4. If you don't tolerate their neglectfulness and let them charge you for nothing, you will upset them and they will refuse to serve you.

Is that correct? I just want to have this documented, especially your responses; they are completey unacceptable in an online ordering community.

"sales@Zymetrical.com" wrote:
"Second email before calling BBB. Where is my order under my name??"

That is precisely where your order was cancelled. A full refund was issued 2 days ago, this will not be shipped. Our apologies.
----- Original Message -----
From: Guy
To: sales@Zymetrical.com
Sent: Tuesday, December 13, 2005 10:19 PM
Subject: Re: Zymetrical.com :: Order Order???

Where did I cancel this? My credit card was charged. Why isn't my order being fulfilled?

"sales@Zymetrical.com" wrote: Apparently this was never shipped out, our apologies. Given your email below, I am unable to do that now. Cancelled per your request.
----- Original Message -----
From: Guy
To: sales@Zymetrical.com
Sent: Monday, December 12, 2005 10:35 PM
Subject: Re: Zymetrical.com :: Order Order???

Second email before calling BBB. Where is my order under my name??

"sales@Zymetrical.com" wrote: I do not understand what you are asking.

------ CUSTOMER TEXT REQUEST ------
Where is my order from this ticket? Please respond. Thank you.
--------- END OF TEXT REQUEST --------

For your convenience, our help section will generally answer most questions you may have. zymetrical.com/help

Zymetrical.com

Guy
Simi Valley, California
U.S.A.