Brad, and respondents to this thread:
Thank you 'lugerholsterrepair' and 'hqbmw' for giving valuable examples of customer satisfaction which should be appreciated by all members on this forum. Edward (the Super Boss), I know that you becoming 'tired' of this thread, but we all learn from experiences, both positive and negative which hopefully leads to better business relationships and standards.
Brad, if you do not mind, allow me to give some neutral/unbias input into this matter which will likely resolve this matter and shed some bright light on your business. Based on your 'investigation', you probably feel that you are correct in your position/reaction and that the disgruntled buyer is wrong and, therefore, you refuse to return a restocking fee (which your bank will charge your company even for those transactions which failed). You mentioned that you have refunded the 3% fee to other clients (for larger amounts), so why not do the same in this case and welcome the applaud which you will receive from all the people who are reading this unfortunate topic? Such matters should not be based on opinion, and who is right and who is wrong. The right thing to do is to salvage this problem whether it is past or present (as Lugerholsterrepair has suggested using 'Business 101') by refunding the buyer the 3% (he has accepted to waive return shipment which is also a financial loss to him); both parties apologize to each other and 'make-up'; and set a good example by acting as proper business professionals; and not allowing future problems to get out of hand leading to international exposure. Hopefully, the end result will be civil and diplomatic for everyone allowing your friendship with Bob to flourish.
I am sure that everyone on this forum would like to read a reply by you and Bob that this matter has been properly resolved and everyone is satisfied.
All the best & happy collecting,
Albert
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