All you have to do is be nice!
This is what I heard from my mother since I can remember. I still hear her words echoing in my brains inner ear - "All you have to do is be nice."These days I am wondering.Shipping a package to Delaware, I did the woman a favor by adding free samples in the package. I didn't have to do this. I just wanted to be nice.Her package was shipped by an independent shipping agent through U.P.S. This package was lost, at some point, by U.P.S.This customer waits for 6 weeks to complain or inquire about her shipment. Then before any investigation on our part can be done, she starts threatening lawsuits and having charges filed on us for internet fraud.Remember, we have been in the mail order business for over 4 years now and in business for a total of 6 years and have never had this irate a customer before. If we have previously made a mistake, we have made it right by double the original purchase. Once again I say, if the fault was ours, we have corrected it double.But in this case, U.P.S. was at fault. Not ours. We did ship in a timely manner and have irrefutable proof from a third party.We made several calls to her to try and sort this out.First call was to tell her we had called shipping, but it was going to take a few minutes for the gentleman to find the shipping receit. She was loudly stating that no matter what U.P.S. did, this was our problem.So, we called again to ask her what she ordered. She states 100 lbs of this and 4 lbs of that, ect - for such and such amount.We called her again when we completed the investigation to explain the U.P.S. loss, give tracking #'s which could have been varified through the internet, ect. Since her first irate call, I was racking my heart and brain to prove to this lady that we were not thieves.Our shipping company called her to explain the U.P.S. loss.The last call I made after the shippin company had called her - she stated that she could not be certain that we were not thieves.My co worker then noticed that the original U.P.S. shipping paper was for a total of 54 lbs. Thus proving that we did not originally send her 100 lbs of this or that.We promptly sent her original money back to her and 2.00 extra for her original phone call. We know that had to cost something. (Still trying to be nice, mom, with the extra money sent.)Does anyone blame us for sending her money back to her?How do we know that when the products arrived, she would be satisified!This customer makes you afraid to ship to strangers, but then mom always said not to talk to strangers.......................