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 makes me appreciate a good LFS

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burningbaal



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PostSubject: makes me appreciate a good LFS   Tue Feb 07, 2012 1:25 pm

amazingly bad customer service here: http://www.reef-geeks.com/forums/saltcritters/6763-horrible-experience-saltcritters.html

i had empathy with both sides of the story until the retailer tried to up and revoke a contract without legal right to do so.
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mvpaquatics

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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 1:41 pm

Customer said 15$ for free or cancel. He canceled. Its done in contract law. Just because he said he mentioned not honoring it doesnt give the customer full recourse. Maybe he will maybe he wont. I would like to see the voucher, maybe its expired. Time will tell.

I appreciate a good lfs too. But that doesnt mean they are all good, and that online is bad.
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burningbaal



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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 1:48 pm

good points, MVP. if the credit was expired, that's a good reason, but you'd think that the retailer would have mentioned that in an email ('oh by the way, your credit is expired, so I can't honor it in the future'). I can understand cancelling the order, but then the customer made another attempt at a solution which had no downside for the retailer...he could get the credit off his books, fill the order, make an extra $45 (the original order included $40 on a credit card, plus the extra $5) and be done with this customer.

Personally, I think a retailer that throws you under the bus when you ask if a deal can be made is a pretty bad guy, just say you can't do it and move on! That said, the customer took it pretty well and tried for a deal that should have been perfect for the retailer...basically the retailer said "I'll give you 100 chickens for your cow", the customer said "can you throw in a goat since 50 of your chickens went missing and aren't the ones asked for?" the retailer said 'no can do', the customer said, ok, then how about you give me 100 chickens and a sheep and I'll give you a cow and 20 pidgeons'

the retailer said screw you, and I'm taking your cow anyways. I think the customer tried and I think the retailer is a thief, I'm just saying. I hope you're right and it all blows over. And in that vein, if anyone ever sees the resolution, please include it in a reply to this thread.
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fishfanatic

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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 1:57 pm

This is truly a great example of how NOT to do business. After reading the entire thread I know I would never do business with that company.
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mvpaquatics

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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 2:33 pm

according to contract law there was never a meeting of the minds...no deal...no legal recourse. Customer made a counter offer...$25 for free or cancel....the retailer chose cancel. That is his option.

It was a donation...so he didnt pocket anything...and even at $45 he is still losing money.

Since when did LFS become so flexible in pricing? You dont go into Mcdonalds with a free bigmac coupon, then expect free fries too, AND delivery. Smart thing would be put "not valid with any other offers" and he would be done. Seems customers use the bad economy to trap the retailer into a less profitable sale...

In my business, if you want deals, you stay loyal. I have had people pay $15-20k on supplies and still not ask for a discount. Why do people who pay $15 every few weeks for a fish think they deserve so much more?

Emails without timestamps are worthless, and if you think that is all that was said you must be crazy....the customer is just taking avenues to vent that will effect the business and in a way the business can not do back...it is cheap, and underhanded, and if you think Stores arent taking notice on who that customer is, you are nuts. Retailers have their gossip to...who to give deals to, who to stay away from...
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burningbaal



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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 3:14 pm

MVPaquatics wrote:
....the customer is just taking avenues to vent that will effect the business and in a way the business can not do back...it is cheap, and underhanded, and if you think Stores arent taking notice on who that customer is, you are nuts. Retailers have their gossip to...who to give deals to, who to stay away from...

you argue that the customer is using unfair tactics to make his point that the retailer can't do anything about...I think it's the only avenue he has for recourse and helpful to the rest of us who might order from a devious retailer. then you use fear tactics threatening that retailers are gossiping about which of us are no good to deal with. I feel like you're suggesting that my sympathy for this situation will get me bad deals in the future. I love the people I've ordered from, both LFS and online and usually give rave reviews for it. I've had similarly terrible service from other people trying to scam me and I don't like it. sometimes they make good on the situation and all is better. this retailer didn't once try to resolve the situation, so I am backing the customer
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mvpaquatics

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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 3:27 pm

Nope see that is what the internet does. Implies tones etc. I am saying its only common sense to know that if I am talking about someone then there is probably good reason they are talking about me too. Playing devils advocate again but most people dont think that way.

He is taking an avenue that could take him across the slander/libel line. He should proceed carefully before publically trashing a business.

You do know this happened the same day right? The retailer got no time to even.cool off let alone resolve. Customer jumped the gun and wrote their fate. Now if you think that has any similarities to youself, thats your thinking, i have never met or done business with you.
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burningbaal



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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 3:38 pm

MVPaquatics wrote:
Nope see that is what the internet does. Implies tones etc. I am saying its only common sense to know that if I am talking about someone then there is probably good reason they are talking about me too. Playing devils advocate again but most people dont think that way.

He is taking an avenue that could take him across the slander/libel line. He should proceed carefully before publically trashing a business.

You do know this happened the same day right? The retailer got no time to even.cool off let alone resolve. Customer jumped the gun and wrote their fate. Now if you think that has any similarities to youself, thats your thinking, i have never met or done business with you.

yes, it happened the same day, but you're missing my point. the retailer revoked the credit, that was the real inflamer here, asking for a deal should not be punished with blacklisting, just say no!

there's no way a slander/libel case gets won, the retailer is digging his grave deeper every time he gets to his keyboard, he just adds fuel to the fire.

lastly, I felt like your point about retailers gossiping was pretty underhanded. it felt like a threat that if we customers don't toe-the-line we'll get blacklisted from all the retailers.
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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 3:45 pm

Exactly why i dont sell retail. Just remember next time you want your "deal" you are taking money directly from them
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burningbaal



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PostSubject: Re: makes me appreciate a good LFS   Tue Feb 07, 2012 5:58 pm

MVPaquatics wrote:
Exactly why i dont sell retail. Just remember next time you want your "deal" you are taking money directly from them

I guess I disagree, I'm not taking anything, I'm asking what they're willing to do. they can say no and I'll have no hard feelings.

important (and separate point):
if anyone finds the resolution to this, and lets me know, I'll edit my first post to point to the resolution to minimize lasting damage. But if the conversation continues with name-calling and other infantile tactics, I'll just leave the link there.
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fishfanatic

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PostSubject: Re: makes me appreciate a good LFS   Wed Feb 08, 2012 9:26 pm

After reading everything I can find on the topic, across several different forums, and starting about three years ago with similar customer complaints, i can't say that i would ever do business with this company. Their prices are tempting but the hassle just doesn't seem worth it.

In the latest example, which started this thread, I can see where both the company and the customer feel that they are in the right They both are and they are both wrong as well. The customer should not have "demanded" anything but the company shouldn't have responded so vehemently, a simple no would have made it clear. What makes this especially bad is that the customer felt it necessary to vent on a public forum without really taking time to let things settle and possibly reach an agreement with the company (all occurred in one day). To make matters worse the representative for the company behaved in a childish manner and drew negative attention repeatedly by responding publicly to the customers complaints in an immature and unprofessional manner.

I have been involved in retail for many years, and while it it true that you cannot please everyone and will occasionally have the "problem" customer, it does no good to have a pissing match with that same customer. No one will win.

The unprofessional behavior is my reason for deciding to never do business with that company, not who was right or wrong.
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theRedSkull

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PostSubject: Re: makes me appreciate a good LFS   Sat Feb 11, 2012 3:54 am

i fix that problem by doing my deals face to face only...
doesnt seem to be a problem for me.
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