The flip side!

Discussion in 'Getting Started' started by stripes, Dec 9, 2006.

  1. stripes

    stripes Member

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    Ok, most of us have read this thread! http://www.the-gauge.com/showthread.php?t=23774&page=5

    However as an alternitive I would like to relate a conversation I had by email and phone call with a customer today!

    Quote

    "If you received my email about the water & responded I never got it if you haven't shipped the water I would like to just cancel the order .and have a refund issued for my payment.thank you "

    end quote


    This gentleman had ordered some ponds from me this summer. I recieved this e-mail today and was totaly confused??? I never got this order!!! Anyway, after about 4 emails and a phone call to this gentleman it turns out that he had me confused with another company! Bottom line! He felt that I owed him a refund, and I did not even handle the order!

    I offered to match the competetors price, and ship Monday as he was is a valued customer. He declined.

    What I am saying is that it goes both ways, the retailer and the customer should have a dialoge and the end result should be that everyone is happy!
    Just my opinion.

    David
  2. COMBAT

    COMBAT Member

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    I agree. :D You tried to make the situation right. You offered to ship him the product. You offered to do it Monday. If you never got the order then so be it. However, at least YOU tried. I wasn't so fortunate with my experince. :thumb:
  3. stripes

    stripes Member

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    YEP, I can at least feel good about me, I do however feel bad for this guy! I think he is older and confused. I would like to help, but bottom line is know who you are dealing with!
    David
  4. COMBAT

    COMBAT Member

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    Does he still want money refunded to him? I mean you never processed the order right? Thats to bad that he got screwed and he doesnt know who did that to him. I wonder if he got the stuff and cant remember? Wow, I dont want to end up like that. I hope my wife shoots me first!
  5. stripes

    stripes Member

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    I honostly do not know if he remembers who he dealt with? I assume that if he paid, like on my site he should have some type of invoice or record of the transaction! I am at a loss??? I would like to help him, but he has obviously paid someone and should get his product or money back! He did not make the purchase from me, but I want to help!! I could contact the manufacturer!

    THATS IT!!!! I WILL CONTACT THE MANUFACTURER TOMMOROW! IT IS THE CHRISTMAS SEASON RIGHT!
    Update to follow!
  6. COMBAT

    COMBAT Member

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    Sad, just sad. I say you did all you could to help. What else can you do? :thumb:
  7. stripes

    stripes Member

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    Awsome news!

    I just got off the phone with the manufacturer! I also recieved this email!

    "I finally got a response from the guilty party about the water.please accept my apology for my mistake.I got the ponds in and they look good .Oh and if you would i'd like to order two bottles of the water if it's the pourable type.let me know how i should make payment.thanks"

    I spoke to the manufacturer and we are going to send this man the water at cost, and we will split the shipping! God I love dealing with small companies that are customer friendly!sign1

    David
  8. Play-Doh

    Play-Doh Member

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    David, I dont even know you that well, but with customer suppor like that, youve just earned my business from here on in.
  9. COMBAT

    COMBAT Member

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    Great customer service David! That truly is going above and beyond! Thank you!

    I am confused, are you in Canada? Would we be paying a different price because of this?

    IE:
    http://www.modelrailstructures.com/kilbornmarine.html
    Kilborn[​IMG]cdn$46.76
    Us funds would be less. Correct?
  10. Cannonball

    Cannonball More Trains Than Brains

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    +1
    Your site just went into my bookmarks.
    When we get going on my daughter's HO layout, you'll be the guy I come to.
  11. stripes

    stripes Member

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    No. I just got off the phone with Dave Williams of http://www.unrealdetails.com/ I gave him this mans name and phone #and he will contact the gentleman and take care of everything himself!
    Happy ending!
  12. stripes

    stripes Member

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    With discount as a forum member your cost would be $42.00 US, plus shipping. Email me your zip code and I can quote you an exact cost.
    Thanks,
    David
  13. hooknlad

    hooknlad Member

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    Stripes - God Bless You man !!!!! If i ever need ponds, I will definitely keep you in mind. Even if you werent within my shipping price, I would go with your company. Happy Holidays !!!!
  14. fsm1000

    fsm1000 Member

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    David Capreol eh, I used to live there in 1980. WOW seems soooo long ago:)

    Hey David, do you have anything to do with the craftsman website as well? Curious about something is all. :)
  15. COMBAT

    COMBAT Member

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    David , when I am ready I will be getting some things. Don't worry! :)
  16. stripes

    stripes Member

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    Craftsman site

    Hi Stephen, no I have never heard of that site?
    David
  17. fsm1000

    fsm1000 Member

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    Ok, thanks anyhow. It was in a link on your website is all and I thought you had something to do with it.
    Thanks anyhow:)
  18. stripes

    stripes Member

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    Just as an update, Dave Williams the owner/manufacturer of Magic Water took care of everything. I got an email from the customer, and his water is on the way!!!!!
    David