Eddie,
You know that
BF is an open forum and that BF members will not accept anything you post blindly and uncritically. I am sure that you realize by now from your experiences here that whatever you say here will be open to scrutiny.
Just as you are right to try and defend your position we are right to make sure that we keep you honest.
That said, I am going to post my own 2c worth and leave it to the BF community to decide whether what you have been trying to say bears scrutiny. Because, as far as I am concerned,
your response is not only totally inadequate, it is the surest sign of how much, in my opinion,
you fail to understand the basics of how to run a quality store.
I wont be ashamed of 1 complaint... I dont see 1 complaint from this Christmas season as "serious issues to address".
Eddie, that "one complaint" shouldn't leave you too complacent. One customer
having to call four times on one order, each time being told that
it's shipping that day and
every time not shipping. That
is something to be ashamed of, and it certainly should be addressed, whether you think so or not. I guarantee you that none of the owners of quality online stores that BF members frequent would feel as comfortable as you do about this.
I wish I knew who the order was for so I could find out exactly what happened and try and make things right.
How many cancelled phone orders do you have from December 4th? Have you considered asking your people what they know about this order? If something like this can happen and not only do you not hear about it but
you have no way of finding out about it then you have a
real problem on your hands.
Do you Dovwcom have any personal experience with us?
No, and
none of your potential new customers will have had any prior experience with you, either. They, like me, will have to make a decision based on the available information here and elsewhere and that's not going to be good for you.
And this is about much more than one order gone badly wrong. You admit that a year ago you had serious customer service issues but you claim that since then you have addressed the problem. How then do you explain that
among established online knife stores you enjoy the unique distinction of 100% negative feedback on resellerratings.com, and all in the last year?
You can try and tell others that it was only
two incidents among thousands of orders in an entire year, but BF members are not stupid.
You have a history of denying your issues here on BF and you're not going to fool anyone here other than yourself.
When you have an admitted history of not shipping orders and you are the only established knife store with
100% negative feedback on resellerratings.com and that
negative feedback is about not shipping orders and
in the last year to boot, then
the facts speak for themselves.
The only excuse that I can think of for you is that
as with the December 4th cancelled phone order that you can't track down, you are not on top of the orders in your store and therefore you honestly don't know that there's a problem. But the problem for you is that while
you may not realize that your store has a problem many
others will. They have the option of shopping at stores who have a very different concept of customer service. They have the option of buying from the vendors here in the Exchange section of BF, none of whom share your complacent and cavalier attitude to customer service.
Nobody owes you any business, you have to earn it and the sooner you realize that the better.
