Scott
Woburn,#2REBUTTAL Owner of company
Wed, August 20, 2008
Customer placed an order for an item that went on sale and quickly sold out. More of that item was being sent as soon as possible to ship out orders that had to go on backorder ( it sometimes happens ). We sent an email to advise the customer that the item was on backorder and we would ship as soon as the item arrived back in stock. The customer claims they never received that email. Who knows... maybe it got caught in a spam filter. The customer called upset that they have been trying to reach us and we not able to do so. Due to the sale we were running the phones were very busy and not all support requests could be handled immediately ( again... it happens ). Customer stated they sent emails everyday and no-one had replied. After research with the customer on the phone we found only one trouble ticket that was filed over the weekend that we hadn't gotten to yet. Although I can completely understand her being upset the conversation simply got to the point where there was nothing more I could do but offer to cancel her order and issue a refund. Her account was cancelled because of the hostile tone taken not only on the phone, but also the trouble ticket she had issued. Although I agreed to still ship her order when it arrived, we now felt it would be better to just cancel the order and issue a refund. Although we regret the situation. How reasonable can you be with an unreasonable person?