Trading Phrases Buy with Caution COlumbus Ohio

I sincerely hope that people who are shopping for decals are not put off by this highly un-informed customer who is not only slandering our company but wanted something from us that no company would honor. Please read below.

Point 1- "hard to get cash back." This is incorrect- as per our policy clearly stated on our website if you return your order within 30 days you get a full refund minus shipping costs, if you return within 60 you get it in the form of a gift certificate. This is more than fair as every decal is cut to order. We process refunds weekly and have never not honored our policy. This customer has not returned any product.

Point 2- "Purchased $400 in products and new customer." This customer had placed an order with us previously (not a new customer) and this order was around $200 (not 400). 

Point 3: "Did not know about blogs and facebook pages and would not honor 25% off" We had a Cyber Monday sale on Nationally recognized Cyber Monday- it was the main image on our website on the day she ordered. It was on our blog (also on website) it was on facebook. It was in newsletter... we advertised it was coming in every channel we possessed. Each of these said it was one day only and it was coming- each one said we would not give refunds for prior orders wanting the discount.

If you buy an ipad at Best Buy would you demand Black Friday doorbuster prices the next day even though you didn't go on Black Friday? I think you wouldn't even get a gift certificate for the difference, which we were generous enough to give this customer. The main point here is she wasn't aware- even though it was the main image on our website. It was also a national sale day that I'm sure most everyone knows happens every year. 

Point 4: "Mistake on color choices because there is no money back"- this is incorrect, in every way, for several reasons. Firstly- we offer FREE color samples on our website you can have delivered to your home to ensure you like the colors. Secondly we accept all sorts of exchanges (color included). Thirdly we do accept returns- if you return your product, refer above. This customer has not returned her items to date. 

Point 5: "Competitor for same quality and choices." There is no possible way the same choices are on a competitors website as we make everything ourselves in house. We have a staff of designers and we also offer custom designs. We also use only the highest quality of vinyl on the market. 

Please make informed buying decisons. This is the case of a lady who wouldn't be happy no matter what happened. No we didn't refund her for not catching our sale, mostly because we didn't get the product back- what we did do was provide a gift certificate for her difference.

Since then she has not only posted 6 times on our facebook wall, berated our staff, wrote on yelp and the BBB. We are a family business who tries their best every single day, and our customers truly love us and what we do. I'm very sorry for this lady who judging by her other yelp reviews is never happy and simply expects people to give her things for being a grinch. We would rather help out kind people... we've donated over $4000 in product to needy charities, we've sent decals to Hurricane Sandy victims who had to rebuild their homes, to Tornado victims... we will not however, be sending this woman anything further... including a refund without her product returned. 

Since we offer a 100% satisfaction guararantee, this customer is having fun getting worked up over nothing. This customer bought items on Sunday. We published a Cyber Monday sale coupon on (wait for it) Monday. She proceeded to yell at our customer service agent, our manager, and post all kinds of random meanness everywhere she could about our horrible policies. Now, in our defense, we did put on the sale coupon info (which was all over our Facebook page and our website) that the Cyber Monday coupon would not work for retroactive orders. We did break our own policy, and gave her a store credit for the difference. She proceeded to post a negative review on the BBB saying we didn't give her the credit (we proved otherwise), and that we're difficult to work with. 

We are a dream to work with. We have a 99.36% satisfaction score with our customers. We fix 100% of our mistakes (and we do make them), we even fix the majority of customer mistakes at our cost. We make the products in house, so we have a lot of leeway on how we can make the customer happy. All orders returned within the return time frame get their money back, and we've sold decals to well over 50,000 customers, so we know we're doing something right. 

Clearly this is a customer that loves drama. We are still waiting for her return which she promised through gritted teeth. Once we get the products back, we'll cheerfully give her the money back. It appears that she wants her cake (or decal in this case) and to eat it too. I guess we can't make them all happy, but I doubt that she could have gotten Best Buy to honor their Black Friday doorbusters for items she bought earlier in the week.

Sales are limited to a specific time frame to encourage people to buy and to make things fair to everyone. This customer wants (and managed to get) special treatment. When she returns the items, she'll get her money back, but her rant will still be on the BBB, Yelp, Facebook, RipOffReport, and probably a dozen other places in the meantime. It is certainly not our fault that she placed her order on the wrong day and didn't wait for a sale coupon. It is our problem, however, when she blasts her mistake all over the web and tries to damage our reputation with it.