Mark Defrates Handmade Jewelry Mark Defrates Unprofessional e-mail responses, refund money without asking, poor customer service New Smyrna Beach, Florida
I tried to purchase a pendant from the website; Google brought me directly to what I was looking for. When you make a purchase, I chose the option for 3-5 business days to ship. I was sent a confirmation email by Pamela Daley with personal remarks to where I live, informed that it would actually take six weeks to ship, and that she automatically added me to an email list.
I responded to her immediately, to both her personal response to where I live (she lived here for sometime as well), and I expressed concern that it would take so long to receive my purchase. I added that if I knew how long it would take, I wouldve had to take my business elsewhere....not because I don't like the workmanship, but because I had a time constraint and needed the purchase ASAP.
She took my email completely out of context, and responded with an attack that I didnt read the website, and that it shouldve been obvious that it would take a long time because no one else is handmaking jewelry of this nature. She then immediately refunded my money without asking.
I responded tactfully in regards to how Google brings you to a website, and that I did not see anywhere about how much time it would take, and only that it would ship in 3-5 business days. I also informed her of her poor customer service, and that taking a customer's response personally and refunding money without asking or giving me other options is poor business practice. She did not try at all to keep me as a customer or ease my concerns about the six week wait, even though it even says on the site in so many words let us know how soon you need your purchase, we can try to get it to you sooner.
I wished her well in the future and I quote from my response: You gave me no time to consider or no options. And for that, you lost not only one sale, but an additional sale of a chain that I intended to purchase afterward. You're a two person business and your pieces look wonderful. I truly wish you well in the future and hope you grow and
take better approaches to your potential customers in the future. No further contact from you is needed from this point.