28. January 2010 17:08
Pfff, I'm seeing the end of it !
Too bad I won't see my 6 months baby with a Phish beanie anytime soon...
Here's my contact's answer and mine bellow.
I’m sorry I missed your first email. It was set aside by my spam filter – presumably because of the numerous exclamation points in the subject line. I apologize for not seeing it sooner.
I’m also sorry to learn that they processed your new shipment with the shortage of those items. Totally ridiculous. I’m refunding you $31 for the cost of those items, since we are completely out of those items. That refund should occur sometime today. I already refunded your shipping last time around, so I can’t do anything further there.
I agree with you that those shipping rates are ridiculous. I’ve long complained to my bosses that we are well above reasonable rates, and have already forwarded your emails to them to remind them yet again. It’s not like I’m pocketing that money personally.
The best I can do is extend some good faith to you as a fellow Phish fan. I’m going to set up a couple of unique discount codes for you which can be redeemed for free/discounted shipping on future orders. It might take me a day or two to get these set up, but I promise to send them along when they are ready. If you choose to shop with us again and use the codes, great. If you want to give them to a friend, that’s fine too. I also understand if this has soured you so much that you never shop with us again.
I’ll be in touch with those codes when they’re ready. Again, sorry about the poor communication on these out of stock items.
Thanks for your answer, I was about to send a "third try" ;-)
Indeed, I didn't calculated the currency change ($>€) between the refund I got and the actual shipping fee. So there's no problem about the missing item, except that I was informed at all. It was really a downer when I open the parcel after the joy (!) of actually received it !
I appreciate your honest answer about the shipping rates and the discount coupons.
Of course, I'd be tented to say I'll never buy from Dry Goods any more. Unfortunatly, there's no alternative for some items...
I just hope my next order won't took 5 months to come and, if it happens, that the normal customer service will answer me properly :)
Thanks again for your help with this issue. Sorry I had to send to you so many emails ;)
Now I can relax and finally appreciate my Joy Box, my Joy Vinyl and my Joy CD.