Complaint Review: Suitcase.com - Bretts Luggage - Sudbury Massachusetts

First off, this customer, Yukiko Miller, stated we never sent her a confirmation of her order, and our ordering system sends automatic e-mail confirmation with each order placed (which I tried to explain), but she did not want to listen...I simply said to her maybe there is a problem with one of the servers and you didn't receive, and she just kept repeating "there is nothing wrong with my computer" and "no you guys didn't send me confirmation"...This is where she is trying to say I lied to her! Next, she ordered at 10:51 pm on Thursday evening, so we didn't receive her order until Friday morning (by the way, the only tracking request sent over to us was 11:09pm that same evening and we hadn't even seen the order yet). We had checked with the warehouse on Friday to make sure items are available, and sent them the order to them for shipping. In turn, at the end of our business day, we processed the order as it was to ship Monday or Tuesday (as it was in stock at the warehouse) ...Then, Yukiko Miller calls us on Saturday and wants to know if there is tracking information. I explained to her that the warehouse was closed and I would not be able to get the tracking information until after the weekend. Next, she calls again on Monday morning and wants the tracking information, so I try to explain to her that the tracking number is not forwarded to us until the item ships (which it hadn't yet) and that when the warehouse ships a product on a specific day, they will forward the tracking information over to us at the end of their business day when they close the books (so we usually receive the next business day as we are gone earlier than them with the time zone difference). The item shipped on Tuesday and took four days. She had called again on a Friday afternoon or Saturday, again when the warehouse was closed, and when she says she followed up again on Monday 9/20 and spoke with me, I explained I would call them to get the tracking number. When I called them and got the tracking number and tracked the shipment it said it was "Out for Delivery" that day! See below for exact info on delivery: Date/ Time Location Activity Sep 20, 2004 1:54 P.M. BUFFALO, NY, US DELIVERY At this point, I figured Mrs. Miller was just very anxious to get her order. She wanted to cancel but it was apparent that the order was en route, so when I tracked the order, we found out it was due for delivery that day (or maybe had already been delivered)! Her order was delivered on the 6th business day, and on our website clearly states in the shipping section that UPS GROUND (which we ship for FREE...no charge to the customer) orders take 5-10 business days...at this point she wanted to cancel her order, so I explained that the item was due for delivery that day, and once we received the item back we would be glad to refund her purchase price for the order. We at Brett's Luggage and www.suitcase.com value all of our customers, and we pride ourselves on our customer service. We believe this is why we have been a successful business for over 50 years now. We apologize to Mrs. Miller if she feels there was a lack of sufficient service in her eyes, however there were some things she said that were untruths, and other requests (i.e. getting tracking numbers on the weekend) that were strictly out of our hands. I remember when I told her that I could not get her the tracking number because the warehouse was closed, and she kept saying, "Well get me in touch with someone who can get me the tracking number"!...This was after I just told her that the warehouse was closed (and that is the only place at this point to get the tracking info)...she did not want to hear that.