The exchange below is from one recent customer. I’m guessing he is not a “people person”.
It should be noted that he was making some possibly grievous mistakes about the identity of our products; he was attempting to have product delivered to an address other than his own (which is against our terms of service) to a hotel room no less; he was rude; and most significantly, he uses an aol.com email address. His actual email address has been changed here, obviously. He had placed orders with us previously, and he had had “issues” then too. But this time it was decided to cut him loose.
BTW, in our terms of service we reserve the right to cancel any customer’s order, without notice, and without giving any reason. In reality, we very VERY rarely do. But in this case, we had plenty of reasons! He was also banned because when I have to deal with dozens of enquiries every day, the last thing I need is some moron mouthing off at me. He’s only the second customer to have ever been banned like this. I’ve learned that such customers are never satisfied, and never go away, they just keep coming back with more dumb questions and causing more problems. I try to be patient and helpful, but when my support is not appreciated, and the customer even seems to be pretty clueless about the status of his order, there’s just no point in continuing the conversation, is there?
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From: txxxxxxxxx32@aol.com
Date: Tue, Mar 23, 2010 at 9:53 AM
Subject: Order#: 16357
number one-is 2c-t-2 the same as 2c-t-21? secondly, i tried to pay thru alertpay as instructed but it comes up as xxxx does not accept MC. i ordered before and had the same problem. customer service was able to help me complete transaction. do you send an alert pay request to my e-mail so that i can use MC? thirdly, can i have the item shipped to a different address. i’m going out of town friday. would be alot easier to receive at hotel. please please help!
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Date: Tue, Mar 23, 2010 at 10:02 AM
**Payment received from Alertpay**
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From: txxxxxxxxx32@aol.com
Date: Tue, Mar 23, 2010 at 10:18 AM
Subject: Order#: 16357
pleI want to change my shipping address, how to do it?ase do not send item until i have hotel reservations, which will be tomorrow! will be much more convenient for me, vacation for 4 weeks, nobody to pick up item at home and send it to me. please help! i hope you will make this transaction as smooth as possible. thank you in advance for your help. i look forward to a long lasting relationship. sincerely, ernie
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From: txxxxxxxxx32@aol.com
Date: Tue, Mar 23, 2010 at 10:22 AM
Subject: Order#: 16357
please do not send until i give you vacation address. i will have it by tomorrow morning. please advise and contact me asap! thank you, ernie
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From: txxxxxxxxx32@aol.com
Date: Tue, Mar 23, 2010 at 10:30 AM
Subject: Order#: 16357
i’m assuming that 2c-t-21 is the same as 2c-t-2. i guess i was wrong. i’m going to have to review order. can i get credit for what i payed or would i have to start all over agin to order a different product/ thanks
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Date: Tue, Mar 23, 2010 at 11:09 AM
**As it is obvious the guy is seriously confused about our products, then he asked for credit, not to mention he wants us to ship to a temporary hotel room (which is against AlertPay’s and our own terms of service) — we decided that for his own personal safety, and to avoid issues with Alertpay later, his order was cancelled and he was issued a full refund via Alertpay (i.e. credit) **
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From: txxxxxxxxx32@aol.com
Date: Wed, Mar 24, 2010 at 12:54 AM
Subject: Order#: 16357
why was the order cancelled? why wasn’t someone courteous enough to explain why? controlled substance? different address? credit card? did’nt trust me? what the f%&%$k is going on? i demand an immediate answer!
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From: Buythemg Sales
Date: Wed, Mar 24, 2010 at 8:22 AM
Subject: Order#: 16357
You were requesting several changes to the order so I canceled it so you could make those changes yourself. If you wish to pay for it again your order will be shipped as-is without change. -Stanley
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From: txxxxxxxxx32@aol.com
Date: Wed, Mar 24, 2010 at 9:02 AM
Subject: Order#: 16357
please cancel order. i have mwntioned this several times. or what i said is do not send until further notice. i gave you plenty of e-mails telling you to wait! if you mailed i’m going to send back as i gave SPECIFIC ORDERS TO WAIT UNTIL FURTHER NOTIFICATION! DO YOU WANT ME TO E–MAIL ALL THE E-MAILS I SENT? IT’S NOT MY FAULT YOU HAVE SHITTY CUSTOMER SERVICE! FUCK, I’M PISSED
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From: txxxxxxxxx32@aol.com
Date: Wed, Mar 24, 2010 at 9:10 AM
Subject: Order#: 16357
I DEMAND AN IMMEDIATE ANSWER ASAP!
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From: Buythemg Sales
Date: Wed, Mar 24, 2010 at 9:28 AM
Subject: Order#: 16357
You account has been banned. We do not tolerate such behavior here. You are no longer welcome as our customer. Ever. No appeal.
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From: txxxxxxxxx32@aol.com
Date: Wed, Mar 24, 2010 at 10:41 AM
Subject: Order#: 16357
JUST CANCEL MY ORDER AND GIVE ME MY MONEY BACK. DISREAGRDING MY FUCKING EXPLICIT INSTRUCTIONS AND YOU BLAME ME FOR YOUR FUCKING MISTAKE. YOU WANT TO KNOW ABOUT THE LAST FUCKING ORDER-DIMETHOCAINE. SO FUCKING POOR QUALITY IT PUT ME TO SLEEP, ACTUALLY FUCKING PUT ME TO SLEEP. FUCK YOUR SHITTY COMPANY. THERE’S BETTER COMPANIES WITH FUCKING BETTER QUALITY AT HALF YOUR FUCKING PRICES. I’VE NEVER IN MY LIFE HAD THIS KIND OF PROBLEMS WITH ANY FUCKING COMPANY. I’M GONNA SPREAD THE FUCKING WORD ABOUT YOUR WORTHLESS COMPANY AND I’M GOING TO PUT 110% EFFORT INTO THIS.I’M SO PISSED OFF I’M GOIN TO TALK TO MY LAWYER TO GET A SUBPOENA AND HIRE AN INTERNATIONAL PRIVATE INVESTIGATOR. WE’LL SEE WHAT YOUR ALL ABOUT. NEVER BEEN TREATED SO RUDELY, YOU STUPID COCKSUCKER ALL YOU HAD TO DO WAS APOLIGIZE FOR YOUR MISTAKE AND TRY AND MAKE IT BETTER AND I WOULD HAVE APOLOGIZED AS WELL. SO MUCH FOR YOUR FUCKING CUSTOMER SERVICE-WHERE THE CUSTOMER COMES FIRST. JUST GIVE ME MY FUCKING REFUND, THAT’S ALL I HAVE TO SAY., ALL YOU HAD TO SAY WAS’ MR.SOTO I KNOW YOU;RE UPSET, I APOLOGIZE FOR THE INCONVENIENCE, I KNOW YOU MUST BE UPSET, LET ME CHECK MY RECORDS, YES THERE WERE MANY EXPLICIT MESSAGES STATING TO HOLD THE ORDER UNTIL WE COULD GET YOUR VACATION ADDRESS. IT APPEARS THAT YOU DID INDEED TRY MANY ATTEMPTS TO RELAY THIS MESSAGE. WE’RE SORRY, IT APPEARS THAT WE DID NOT READ THE INSTRUCTIONS WITH THE ORDER. IT APPEARS WE CANCELED YOUR ORDER WITHOUT YOUR EXPLICIT INSTRUCTIONS TO DO SO. IT APPEARS THAT YOU HAD ASKED SOME QUESTIONS ABOUT THE PRODUCT WHICH WE WERE UNABLE TO ANSWER. AT LEAST HAVE THE DECENCY TO EXPLAIN WHAT HAPPENED, WHY MY INSTRUCTIONS WERE IGNORED WITH NO DECENCY AT ALL TO AT LEAST GET BACK ME. I HAD TO RESPOND AND ALL OF A SUDDEN IT’S SHIPPED. WHAT THE FUCK, DID ANYBODY BOTHER TO READ MY REQUEST. YOU COMPLETELY IGNORED MY INSTRUCTIONS. I PUT MY FAITH AND INTEGRITY AND MY MONEY IN YOUR COMPANY AND YOU COMPLETELY IGNORED ME . PLEASE EXPLAIN THAT. AND NOW I’M THE BAD GUY BECAUSE I WAS UPSET BECAUSE NOBODY LISTENED TO ME AND COMPLETELY IGNORED ME. I DON’T DESERVE THAT. WHAT KIND OF COMPANY ARE YOU? ONE HAND DOESN’T KNOW WHAT THE OTHER HAND IS DOING. I DEMAND AN APOLOGY. I DID NOTHING WRONG EXCEPT TRUST YOUR COMPANY. I ALSO NEED TO TALK TO YOUR MANAGER ABOUT THIS CASE. PLEASE INCLUDE HIS NAME AND CONTACT NUMBER.
