Charlotte, who processes our orders, discovers that this particular customer’s payment card as been flagged as a fraud risk by the HSBC payment system. So we don’t need to cancel the order at all. That happens automatically.
Then, whoa! Bam! The following slams into our inbox overnight. Note the threats towards the end and be warned, it’s very long – I mean, who has the time to write this sort of stuff in the early hours of the morning?
= = =
” I have read your two emails and subsequent automated cancellation e-mail. It would seem to me that you have taken my customer feedback very personally to yourself. I must admit to being slightly flabbergast that you as a business owner are choosing to cancel my order as you do not like my feedback. I thought that feedback was something you would yourself welcome- even if it is negative as it may give even the tiniest insight into the frustrations of your customers.
At no point did I say I did not wish to proceed with my order; in fact my e-mail shows a I intended to go ahead with it as I required these items and thus ordered an extra bag of plugs to feel the courier fee was justified.
I simply felt at the end of my order I would note my key points to you in an e-mail, I did not want my order cancelled at all. In trying to think myself in to your shoes; I can imagine the frustrations that post issues bring to your business. However I am sure you will receive a number of complaints or feedback queries from people as this is an option on your web page.
As your emails to me were all in quick succession – at 230 and 231 etc, I can perhaps ascertain that you have had a bar of such complaints and are yourself frustrated with the postal issues. However I myself am not the person to take this out on. I would like to put aside this mis communications and proceed with my order- which I am sure you will agree is pretty much the best course of action?
I would not like to think Snore Store are not open to feedback. Are sarcastic to customers upon response (e.g. do LoveFilm sell earplugs). I would not like to think they will send me an email advising me ‘ps I will get my staff to cancel your order’ and then advise me that in actual fact my card had an issue which is obviously not what happened. Most of all I guess that in the current economic climate it would not be beneficial for a company to be widely known to turn customers away as they chose to leave what I would reason to be some pretty mild feedback and just choose to cancel their order.
If you do reinstate my order (no problem to cancel me if you need any card details reiterated) then I will simply follow up with dropping you a mail to thank you for your assistance. However if you choose to follow through on your current course of action in cancelling my order as I chose to send some feedback via your web page expressing my opinions then I will not follow up with yourself directly but will undoubtedly reconsider my next options and steps as a consumer very carefully.
Best Regards etc etc ”
= = =
All comments welcome, apart from those which say “the customer is always right”. Because they patently are not.