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Wow… the audacity and sheer meanness of some people just blows me away.
I checked my email tonight and found three emails – all with lots of CAPITALIZED WORDS - from one person. They go like this:
DEAR WHOMEVER: HELP! I paid for a product and have not received it. The link below will not go thru??? Your website is one of THE WORST I have ever come in contact with. There is NO WAY TO SEND YOU AN E-MAIL. You say see address above – what address, none is present. You advertise a refund but HOW DOES ANYONE CONTACT YOU - YOU NEED TO PUT A ——WORKING LINK’ ON YOUR HOME PAGE SO PEOPLE CAN CONTACT YOU. I am furious with this bad business. I paid for this and I want it – NOW. Customer
Ok… so I quickly run my browser over to the website in question. At the bottom it says ‘About Us’ and it links to this page which provides a ‘working link’. I can only guess that she got to clicking around and ended up somewhere odd – but all of our pages link to that same page with contact info… so I can’t imagine where she could go that she wouldn’t be able to find my email.
Next email:
PLEASE REMOVE ME FROM ALLLLLLL YOUR DATA BASE. I ORDER A BOOK AND NEVER RECEIVEDIT - YOU HAVE A LOUSY WEBSITE. PB
This was in response to an email that confirmed that her email had been removed from a mailing list. (So what the heck?)
Next email:
HERE’S MY ORDER NUMBER - WHEN I CLICK ON THE LINK - IT GIVES ME A MESSAGE THATMY ORDER ID NOT FOUND????????????/ WHAT IS THIS BULL???? WHERE IS THE ‘BOOK’ IPAID FOR?????????????????
This is in response to the email that gives her the download link. Why the link didn’t work I do not know. Sometimes these things are just outside of our control. It is a bummer that the customer didn’t get the instant gratification that she was looking for – and I am sorry that she has had trouble….
BUT!
To rapid fire three mean little emails insulting my business… it’s just rotten behavior and frankly – you’re not someone I care to do business with.
I made an immediate refund. Then I picked up the telephone and called her – intending to tell her woman to woman how her email strategy could stand improvement, but I got her answering machine so I limited myself to letting her know that I had received her emails, had made a quick refund and hoped she would never consider shopping with us again.
Update: My phone just rang and the mean lady started to tell me about how ‘If THIS IS THE WAY YOU RUN YOUR BUSINESS IT’S NO WONDER -”
I didn’t hear the rest of what she said because I hung up on her.
Customer service is a tough gig. I don’t mind dealing with an annoyed customer and I’m generally willing to go the extra mile and a half to make them happy when my system lets them down. But that lady can seriously kiss my .
November 28th, 2007 at 11:49 pm
Sounds like more was bothering her then just your site and the product. It is so sad how some people act. Not sure why they act that way and I would guess this lady may need some extra prayer tonight. But is awful that you have to deal with these kind of people.
November 28th, 2007 at 11:50 pm
And you also have a big link to “Support Center” at the bottom of the page that shows them how to get help and answers to potential problems.
You gotta admit your message was a little cheeky, but how could you resist?????????????????????????????
November 28th, 2007 at 11:52 pm
Wow! I don’t understand why people think that being rude and totally out of line like that will get them anywhere. Geesh!
November 29th, 2007 at 12:42 am
It is totally not necessary to be that mean and childish. And where is the email etiquette…using all caps. Give me a break. I hope she feels really bad, because she should
November 29th, 2007 at 5:33 am
Wow this customer did not need to start insulting you that’s pretty offensive. I agree customer service can be tough slugging!
November 29th, 2007 at 5:57 am
I know these emails are annoying and out of place, but I really think these people don’t have a clue. They don’t receive something (and in most cases it’s their fault) and they immediately panic and go all haywire… maybe too much caffeine? Very childish but I wouldn’t give it a second thought.
My best replies to these emails is a very calm email saying something like:
This is the process (blah, blah). I’ve tested it and it all seems to be working fine. Would you like a full refund? or something along those lines then they instantly feel stupid and usually tend to write back and apologize for being so reactive.
November 29th, 2007 at 6:24 am
Kel,
Did you read my mind? I was just going to post almost this same thing.
Poor us! I actually had to kindly tell a lady to “shut up” on the phone the other day. It’s like GEESH… back off and quit badgering me so I can give you your stinking refund.
Some people’s kids need to learn some manners!
((hugs)) and I’m sorry this person was a meanie.
Nicole
November 29th, 2007 at 8:10 am
Kelly,
As a customer of yours I would like to say you have great customer service and treat your customers highly well and take care of problems immediately.
Some people are just mean and take the “What’s In It For Me” too far in this “All About Me” world.
Angela Billings
November 29th, 2007 at 9:16 am
WOW…is all I could come up with!
Why don’t people give others a chance to help them out before going off the deep end.
where these all written within moments of each other?
Honestly, I think you were her escape goat…because Kelly just rocks. I’ve ordered a number of items from your different sites…a couple of times I couldn’t figure it out and you were right there within 24 hours explaining to me what I was doing wrong…boy did I feel like the idiot then :) It’s all good!
November 29th, 2007 at 9:51 am
Nothing drives a mean person crazy like NOT getting what they’re being a jerk about.
November 29th, 2007 at 10:23 am
You gotta pity people like that. They’re a stroke, heart attack and cancer waiting to happen. A ticking time bomb. I feel sorry for her family. It sucks living with someone like that.
November 29th, 2007 at 10:40 am
As someone who has over 20 years of customer service experience, I just have to let you know that some people you can’t win over, and even though the urge to educate them about their poor manners and rudeness is there, you have to be the better person and not even attempt communication. The best thing would have been to email her back that you made the refund, then put her on a blocked list, so that you wouldn’t have to deal with her again, as once you have made the refund you fulfilled all obligations that you had to her.
November 29th, 2007 at 11:50 am
I’m so sorry you had to deal with that. You do not deserve that (your customer service and products are outstanding) and this person is probably like this every where she goes. What a sad way to live life!
November 29th, 2007 at 1:19 pm
HA, just goes to show you that the customer is not always right.
November 29th, 2007 at 3:27 pm
I always feel the need to take a spa day after a run in like that.
Sorry you had to be at the receiving end of a fit.. again. Hopefully it’ll be a long time until the next out of control person takes their stress and anger out on you. A full year without that would be super, Amen?
November 29th, 2007 at 6:45 pm
I just don’t understand why some people are so very unhappy? Obviously they are the one’s who thinks that the world revolves around them and no one else.
That being said, just one of the many privileges of being the boss/store owner, you can choose to do things however you choose. I loved your response to her on her machine, and quite frankly she was most likely upset do to the fact that you had just taken something away from her, in terms of never shopping with you again.
Very well done!
November 29th, 2007 at 11:19 pm
Oh man I had a woman like this over a year ago, thank goodness I haven’t had another like her since. Don’t people realize they’ll get so much further by being nice? Really. I thought that was just common sense. On the flip side, I just had someone buy my product 4 times by accident so I sent her 3 refunds and she was very nice and pleasant to deal with.
December 1st, 2007 at 12:45 am
Oh I’ve my share too. People behave terribly behind the ‘cloak’ of emails and blog comments. I just prefer to refund immediately and make it a point to remove them from all my lists.
December 1st, 2007 at 12:50 pm
I think its hard online sometimes. Being online is so anonymous. People have a tenancy to act like a nameless, faceless being conducting business with a nameless, faceless corporation. I sincerely hope that this woman does not behave this way in public. I like the fact that you called her. Hopefully it reminded her that we are all real people out here, just trying to live our lives. All the best!
May 26th, 2009 at 11:38 am
Спорно, но как вариант
June 14th, 2009 at 3:26 am
Хотя еще до конца непонятно, что там такое происходит, но на 100% могу сказать, что это не в лучшую сторону!