Santa Fe Stoneworks

I'm just wondering if SFSW sent threeworlds a tracking number and if they did, why didn't threeworlds use it?
 
Mr & Mrs Wirtel

The customer is always right. It seems most of the blame lies with the shipping company but it was SFSW who chose to do business with them. A fully trained rep may also have been able to defuse the situation instead of leaving TW with the feeling she had been led on and brushed off. She may have jumped the gun a bit but did update the thread to include the resolution of her order. If the shipment did not arrive when promised the shipping charges should be refunded.

Ultimately, having respected members of the community speak up for you, and seeing how the situation was handled on your end, I don't believe this thread will impact your business negatively. There's always going to be the odd trouble with a customer. Making them feel you have made it right by them and keeping them happy is what's important. Welcome to BladeForums!
 
I've been away from BF a while dealing with the logistics of an important life transition, but I did want to give a final update to this thread. Then I will be happy to let this thread and all the drama in it die.

I originally came here just to say that SFSW did end up refunding the shipping cost. I do hope that they were able to recoup that from UPS.

But now I also feel that I have to clear up the questions directed at me and defend my actions to the one or two posters who feel I acted in an improper manner.

I did say to Bill Wirtel on the phone that I regretted the way things had turned out, and told him that I did not have an axe to grind with SFSW. I have not, however, "apologized for slander" because I don't believe that most other people would have reacted better in my situation, and while in hindsight I regret the name calling, I think the people who are calling me out have acted in a similar manner in when they have been angry. I still believe I acted appropriately in this situation for the following reasons:

1. I made a good faith, reasoned, non-angry effort to help the customer representative find the order, including giving her the order number, item description, my name and my credit card number. I was told that a) there was no order such, b) that there had been NO shipments since the date of my order, and c) that said customer representative had looked at all the shipments going out and they had not seen an item with the description I had given her.
Bill Wirtel later told me that they don't receive the credit card numbers of internet orders, that order numbers don't help locate individual orders, and that they sort orders by the address delivered rather than the person who ordered it, and that they're a small outfit that was busy at the time with fairs and such (which is why the new person was on the phone).
Look, I do sympathize with all of this, but it's really, really, really not fair or reasonable by ANY stretch of the imagination to expect the customer to be intimately familiar with the seller's operations. :o

2. I was under the impression that package was already late when I made the call (couldn't find info on last delivery times, thought UPS stopped at 5 like everything else, and wanted to make sure I got through to SFSW before they closed), and no, I was not given a tracking number with my order. This is why I didn't "wait to post" on BF, because I believed I had already done everything I could have when I called to ask them about it the second time, and didn't get any useful information.

3. Those who are criticizing me seem to all be sellers themselves. If you were to consider the combination of all the circumstances if our roles had been reversed as they first appeared to me (e.g., I bought something on BF, the seller had sent it to me and requested payment by a certain time, and when that time had arrived they called me and I said that I'd never bought anything from them, don't know who they are, but if they'd sell me X knife I'd be happy to do another deal, etc.), I think they would be singing a very different tune.

Maybe it's easier to believe that I have ulterior motives than that the customer rep had acted that way, especially if the rep is someone the Wirtels work with and I'm just "the angry customer." Maybe it's easy to be offended and call it 'slander' when you read back a week after the situation's been resolved and look at the initial reaction of someone who felt like they were lied to and their trust misplaced.

I'm glad that many BFers have taken the effort to see things from BOTH my perspective and SFSWs, and seem to understand that I have tried my utmost to be as honest and fair as I could throughout.
 
ThreeWorlds,

Give it a rest.......you will not persuade me that name calling was justified in this case.


Chris D.
 
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