Complaint Review: Twister Group - Internet

I have read this posting, and feel that Twister has been unfairly painted in a bad light. I work for a distributor that provides products to Twister and have always found them to be very reactive to customer service issues. I am sorry that the customer had a bad experience with this order, but it was in no means Twister's fault. The product was drop shipped directly to the customer in manufacturer packaging that is approved for drop shipping. Unfortunately, sometimes freight damage does occur and in those instances Twister, the distributor and the manufacturers work with the freight companies (under the freight companies guidelines) to best resolve the issue. The customer was completely refunded for this order and the only people to loose money were Twister themselves and the distributor in an effort to correct the issue for the customer.

The item was indeed damaged by UPS. But this is a piece of furniture and furniture is always shipped they way it comes from the manufacturer. No warehouse or retailer would unpack, add packaging materials and pack it back again. Now, we are a retailer, not a delivery company. We cannot force UPS to change the process of handling damage claims.

Here is a chain of events:

12/31/15 - first order placed on Amazon.

A few hours later email: I made a mistake. Need a different model.

The order was already picked, packed and loaded onto carrier's truck. We were able to stop the order and issued full refund.

8pm - new order was placed.

8:06pm - message: Cancel cancel cancel shipping charge too high, I refuse

8:07pm - message: Cancel all orders smaller unit is 200 to ship I refuse I will dispute

8:11pm - message: you must cancel all my orders immediately I will dispute them immediately

8:44pm - message: I refuse all delivery and charges from your company ... I am disputing all charges this is not acceptable. You must cancel all my orders and return all money or I will refer this matter to legal.

We cancelled all orders. He continued with nasty messages.

1/1/16 we replied: We did not place these orders for you. They were placed by you and you initiated those charges. So I’m not sure why you are blaming us for your own actions…

1/7/16 new order is placed on our website.

1/15/16 5:46pm Friday - received damage complaint. We immediately filed a claim with UPS.

Our reply: We apologize for the damage but as you hopefully understand we are not the carrier. We will file a damage claim with UPS.

6:49pm - received a new message: I am warning you to send ups immediately and refund me my money. I'm sure you file these claims but rest assured I inspected the box and it doesn't have adequate padding. Additionally the screws non of them work. I expect you to arrange for them to come pack it and send me my full refund. I'll proceed with filing a claim with the better business bureau and consumer protection. I've been through this before and know my rights. I advise you to resolve this immediately as the piece must be returned and a full refund issued.

6:53pm (again, it's Friday night!) - another message: I have three witnesses. I think you're running a scam to rip off UPS with your claims. I advise immediate resolution to avoid a full on investigation of your operation. My lawyer will be notified. You must have them come pack or and remove it and you must return ALL my money.

We replied: You are issuing false accusations. Please refrain from such language. Our warehouse has shipped you the merchandise. UPS will be notified to pick it up and issue a damage claims. Once claim is processed you’ll be issued full refund.

10:16pm - new message: You have 3 days to notify ups to get your furniture from my house. My claims are perfectly valid I am not responsible for the damages nor the pains you are inflicting.

We had no choice but to reply with very clear message: You do not get to dictate your policy here. You must have notified us prior to order processing that you disagree with the posted policy and the order would be cancelled on the spot. UPS will be notified AFTER weekend and then UPS should contact you within a few business days. The exact timeframe must be coordinated between you and UPS directly as we go through standard claim processing with timeframe specified in UPS policy, not what you demand. Refund will be issued AFTER UPS processes claim. Simple.

1/21/16: full refund was issued. It took only 3 business days (Monday 1/18 was national holiday, MLK day) to process the claim and issue a refund.

Now let's take a look on the profit we made. Total 3 orders were placed. 2 of them were cancelled and fully refunded. 3rd order was refunded in full due to damage claim. Yes, UPS paid us the amount of insurance. But how much of it we kept? Zero. Since the customer has gotten a full refund. We only wasted hours of communication, processing fees...

Here is what I found on Alex from his customers:

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Alex, the CEO of Skyline, emailed me back with a very, very rude email, way out of line in response to my very brief routine question. I called Alex on the phone to try to make some headway, and he was even more rude on the phone.

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Alex seemed nice at first, but it became apparent that he was disorganized, scatterbrained, and very keen on talking but not so much listening. He was very aggressive. Apparently, he got very emotional and defensive...

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We should have done this reasearch before hadn so that we could cancel even a new order and block this "customer". I wish there would be some kind of database of BAD BUYERS where we can contribute to warn other sellers to avoid such "customer".