Terrible Customer Service

Discussion in 'Off Topic [BG]' started by Tanner5382, Jun 2, 2020.

  1. Tanner5382


    Sep 26, 2010
    Georgia, USA
    Hello all,

    I don't play music anymore and rarely use Talkbass, except for over the past week to sell off some gear that's been sitting around. This event occurred today, so I thought I would make a thread about it to get your thoughts on it. I recently ordered a pair of swim trunks from a company, and they arrived yesterday. They didn't match the picture in terms of color. These were supposed to be return for store credit only as they were on sale, but I emailed them asking them what we could do seeing as they were not as described. I think store credit only a little unfair at that point. If that was the way it had to be, I could accept that, but I was asking for a refund based upon them not even matching what I asked for. I am more than willing to post the email exchange here. I tried to be professional and polite in my original email.

    I get an email back about 15 minutes later from the owner of the company saying "send them back and we will refund it. And go shop elsewhere. First 'not as described' email in 16 years of selling online." So I respond saying I'm happy to shop elsewhere and I am not interested in supporting someone with such lousy customer service skills who also misrepresents their product, and that I was also happy to show people online online how willing he is to tell his customers to shop elsewhere. I mentioned that if it is truly the first case "in 16 years", which I don't believe, that he shouldn't be so sensitive to criticism.

    I guess I am just ranting a bit. I really don't understand how some people stay in business. I am NOT a "customer is always right" person by any means. If they would have conducted themselves in a nice, professional manner, I would not be making this post. It's just a bit baffling. Do you think their response is appropriate?
  2. Maybe the guy was just having a really bad day. That said, still not very professional.
    Winslow, Tanner5382 and Joe Nerve like this.
  3. Joe Nerve

    Joe Nerve Supporting Member

    Oct 7, 2000
    New York City
    Endorsing artist: Musicman basses
    Yes. Absolutely.

    As tough as its getting though, I'm trying to cut people a little extra slack these days. I think things going on outside are starting to really affect a lot of people - myself included. Just about anything I write lately I have to let sit for a while before posting or sending. I've deleted more in the past 3 days than ever in my life :) .

    I can understand that being irritating, but you're going to get your money back. Doing your best to just let it go would probably be the best thing to do.
  4. Tanner5382


    Sep 26, 2010
    Georgia, USA
    That's a fair point, we have all been there. But yeah I agree, not professional.
    Joe Nerve likes this.
  5. bholder

    bholder Affable Sociopath Gold Supporting Member Supporting Member

    Sep 2, 2001
    Vestal, NY
    Received a gift from Sire* (see sig)
    Their response seems over the top to me - I would be only too happy to take my business elsewhere after an answer like that.
    AaronMB, FilterFunk, Winslow and 3 others like this.
  6. Jeff Scott

    Jeff Scott Rickenbacker guru..........

    Apr 11, 2006
    Out there!
    Expect that colors will not exactly match from computer screen to real-life object of desire unless everybody is set up with the same color calibration; even then, things may not match.
    murphy, catcauphonic and Winslow like this.
  7. Tanner5382


    Sep 26, 2010
    Georgia, USA
    I can agree with a lot of what you said, especially that yes I am getting my money back so it's not the end of the world by any means. You're right about letting it go. Really, I'm not particular offended, I'm just shocked/surprised a company would act this way. I think when it comes to customer service, you have to separate yourself a bit. But of course, easier said than done.
    LBS-bass and Joe Nerve like this.
  8. Tanner5382


    Sep 26, 2010
    Georgia, USA
    I agree, but within reason. I don't expect a deep rich green with lime/kiwi green online to show up looking like post Taco Bell diarrhea. A nasty brownish yellowish pea green with dingy yellow where the kiwi/lime green is supposed to be.
    dwm74 and bholder like this.
  9. bholder

    bholder Affable Sociopath Gold Supporting Member Supporting Member

    Sep 2, 2001
    Vestal, NY
    Received a gift from Sire* (see sig)
    ROFL :vomit: hehe
    Jeff Scott likes this.
  10. bobba66


    May 18, 2006
    Arlington, Texas
    My swim trunks have racing stripes.:woot:
    murphy and shadowtippy like this.
  11. MJ5150

    MJ5150 Moderator Staff Member Gold Supporting Member

    Apr 12, 2001
    Olympia, WA
    You may not have liked the reply you got, but you replied in kind. The store owner may have a thread somewhere else on the internet discussing your response. :)

    pcake, Jeff Scott and J_Bass like this.
  12. Tanner5382


    Sep 26, 2010
    Georgia, USA
    As he is more than welcome to do.
  13. LBS-bass

    LBS-bass Guest

    Nov 22, 2017
    This right here. Pick any three computer screens and bring up the same picture; the colors will not be the same.

    I think the person could have been nicer to you and perhaps explained this to you. But color matching online is never a good idea, so as we move forward we should keep that in mind and adjust expectations. Or go to an actual store so we can see what we're getting.
    Jeff Scott and catcauphonic like this.
  14. Tanner5382


    Sep 26, 2010
    Georgia, USA
    But do you have a competition mustang bass to match them? If not you know your next purchase.
    bobba66 likes this.
  15. catcauphonic

    catcauphonic High Freak of the Low Frequencies Supporting Member

    Mar 30, 2012
    Seattle WA
    Online or in real life i will generally bite my tongue the first time someone pisses me off, maybe even the 2nd time if i was an online retailer. The 3rd strike is when i would tell people that they're more trouble than they're worth and here's three reasons why... now go shop elsewhere.

    Because you added 'I am NOT a "customer is always right" person by any means', I'm going to say i fully agree with you. Since they made an exception and you're getting your money back, but the store is out the shipping both ways, let's call it a stalemate and move on. Plenty of places to shop online.
  16. Riverrunsred


    Jan 20, 2010
    Central FL
    I work for a large , well known grocer in Florida, starts with a "P" . If I told a customer to "go shop somewhere else" I would be fired on the spot and I have been here since '96.
    Bass Viking and Tanner5382 like this.
  17. Killed_by_Death

    Killed_by_Death Snaggletooth Inactive

    This is when I would have promptly sent them back & never done business with them again. Water finds its own level, if this is how they treat customers, they will go out of business.
    Today I went by a shop about 20 minutes away where the folks working there were less than courteous & their prices were a little high. They're gone now, it's as if the place never existed!
    Tanner5382 likes this.
  18. Better than skid marks.
  19. Tanner5382


    Sep 26, 2010
    Georgia, USA
    I agree with that. FWIW I paid the return shipping AND the original shipping so they aren't out on either.
  20. Tanner5382


    Sep 26, 2010
    Georgia, USA
    I feel you, my first job was there so I totally understand what you mean.
    Riverrunsred likes this.