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Angry Customer, Exhibit A and B

Aquinas has sent two e-mails. The first one indicated that the item would be available in December. This was fine with me. Now Aquinas sent another e-mail indicating that the item “is expected to be available in March of 2007″. Aquinas should have known that when I placed the order and informed me. I got the impression that Aquinas wanted the order and then, they would inform me that the item is not available until March of 2007.

What actually happened is that the publisher had given us a shipping date of “sometime in December” last time we asked about this book. When we placed our order for more following this customer’s order, they informed us that the publishing date had been moved back to March. We explained this to the customer in the second email we sent him.

Right before Christmas we had a customer call and yell at one of my employees because we said that we would be happy to exchange his t-shirts or give him a store credit in accordance with our return policy. He accused us of being some huge company pretending to be Christian in order to prey on the unsuspecting customer.

Isn’t it nice that people give you the benefit of the doubt?

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