Stormy's Vapor Cellar - Customer service issue : garpt01

[garpt01]

Company name

Stormy's Vapor Cellar​

Date of your initial complaint to the supplier.

9 February 2014​

How did you contact the supplier

Email​

Ticket number (if you were issued one)

-​

General nature of complaint

Customer service​

Briefly describe your problem or issue

I had ordered an atomizer from Stormy's last week.
This week, I placed a new order without realizing I still had the atomizer I received last week still in the cart along with my new items. I sent an email to Carolyn Mauer, "Managing Partner" at Stormy's, only several hours later- The order had not yet shipped, and was not yet packed.
She REFUSED me a credit to my debit account! The order was not yet pulled- and obviously not yet shipped! Her reasoning? She insiinuated in her email response that I was lucky that she answered my email- most merchants would not bother (this has NOT been my experience.) As well, it is "their policy".... In THIS situation? Her third reason- they had already paid the discount fee (the charge to merchants) to process the credit card. I've been in retail for over 35 years, the discount fee on credit cards with a decent volume such as i'm sure theirs must be, knowing the industry, is between 1.5 and 2%. I would have have gladly paid that, IF that was her only issue.
This is a very competitive industry lately, and the growth curve through folks such as us in this forum proves, we have hundreds- if not thousands- of choices where we shop. We can and should expect quality customer service. Stormy's, IMO, is NOT one of those choices!

Thanks for reading.
Gary
​

 

[CloudBurst]

9:40 am- Customer emailed me to let me know he had made a mistake and had an item in his cart that he didn’t want.
9:55am- I replied, no problem, I will remove it and issue a store credit for the item. OP didn’t mention this. He mentioned he was very happy with his first order and would be ordering again, I had no reason to think a store credit was a negative solution.
12:53pm- customer replied to above email again asking if I got his email.
1:00pm- I replied that it was taken care of and the credit would be issued later in the day. I don’t remember the exact time but the store credit was issued that afternoon.
8:59pm- He replied that he feels he should have been given a choice of how these types of issues are credited.
I then replied explaining our policy for such mistakes being 100% refund in a store credit.
He then replied with threats of spreading bad word of mouth against our company.

I’m the first one who agrees that mistakes can be made and I do everything in my power to resolve it in a positive way to both sides effected. A store credit is the answer we came up with and this is part of the terms and conditions on the website. I have never had an issue with this in the past. Most customers take responsibility for their error and consider it a good thing when I can catch it before the order is shipped. Refunding charges with the credit card processor costs me twice, once for the first error and again for the refund.