Before you read this you should realize I see about one of these types of email complaints in every few thousand transactions. They are always between $ 20 and under $ 50.00 as the total sale. I figure it is someone who wants something for nothing or in this case, I suspect it is a total misinterpretation of the email sent out to everyone who wants an exchange or refund. This type of customer always, 100% of the time, ends their email communication with a threat. This one is no different. Not only will she not buy from MauiShirts.com again, (good – hehe), but she will make sure anyone she knows will also not buy. As far as I’m concerned, if she has any friends, I don’t want them or her as customers unless they promise to read or dial a phone to ask for explanation or help rather than go off the deep end. At first when I read the email I knew this person was a sandwich short of a picnic. There is no business on the Internet that would want someone to just arbitrarily send their purchase back without first requesting (permission), authorization to send something back. With that in mind, the customer’s math is all screwed up. So, enjoy. I got a good chuckle. My reply was kind and with out my usual sarcasm.
At 07:20 AM 7/1/2008 – Amazon.com Customer writes:
Aloha
Firstly, let me explain that I have been to Maui before (on my honeymoon in 2004) and was quite happy with my visit. I thought the island was very nice and the people were as well.
I am however, very dissatisfied with my experience purchasing from your company. I bought this item for 31.90. Since it was for a wedding and I needed it shipped right away, I paid 19.70 for shipping charges. When I purchased the item from Amazon, it stated nowhere that there was a 15% return fee for items returned. So, 15% for the "restocking fee" (which I assure you is not that much of a hassle as I have worked in retail for most of my life) would be 4.79 for this item. Take the 19.70 that I paid for in shipping the item to me in the first place plus the restocking fee of 4.79 and you have 24.49. BUT, I also have to pay to have it shipped back, which probably will be around 5.00. So, that takes it up to 29.49, more or little less, for an item that I would no longer have. That’s only about 2.41 I will get back. That is hardly worth sending back to you so you can turn around and sell it to someone else.
The process of returning an item is uncalled for as well. A person should not have to write in for "permission" to send something back that does not fit them and they do not like and we certainly shouldn’t have to do anything else after that. Your reply email is very confusing and since it was so long, I didn’t bother to read the whole thing through.
This is the greatest inconvenience I have ever had with purchasing something through the Internet and I will never purchase from you again. I have also instructed the people I know to never purchase from you unless they are certain they will not need to return the item.
Utter nonsense.
Mahalo!
MauiShirts.com Replies:
Aloha,
Thank you for your comments and your email.
I suspect your comments will make the daily blog
on the main web site www.MauiShirts.com.
Your comments are unique
and, as you stated it, utter nonsense.
I’m always saddened when customers are unhappy.
Your email is full of untruths, flawed math
and ends with a threat.
Unfortunately, it is my responsibility to respond.
It is sad to have to respond to such comments that you have made,
and, all over a few dollars.
What a pity.
There are no fees for returns that are for exchanges.
Possibly you did not read this.
There is a 15% handling, re-listing and re-stocking fee for returns that are not for
exchanges. This is only reasonable.
The information about the handling, re-listing, re-stocking is on all Amazon.com listings.
It is called "SELLERS POLICY" or "View Shipping rates and policies".
I’m sorry you did not see it and read it.
You are purchasing hand made items, made in limited quantities.
The demand has been greater than the supply for over ten years now.
In many instances, your purchase disables someone else from
buying the same item.
This apparel is not made in China or other foreign nations in great quantities.
When your return arrives on Maui, more than likely it will have to be steamed,
pressed, re-stocked, re-hung, re-inventoried and probably re-listed.
There are size charts and images for all listings.
No other apparel web site offers more variety with a size chart for every style.
A great deal of time is put into creating size charts.
Every Amazon.com listing of our apparel has this statement.
I’m sorry you did not read it:
IMPORTANT INFORMATION Please Read: Please click on the "See Merchant’s Sizing Charts"
Link above to see the appropriate Size Chart for your apparel and use these measurements to help determine your size.
Also please be aware that all MauiShirts items ship from the island of Maui which is in the middle of the Pacific Ocean.
Please click on the "View Shipping Rates and Policies" link below to read about Shipping, Returns, Exchange, and Refund policies.
MauiShirts.com allows six months to make an exchange. No other web site offers this.
You can exchange for anything.
The main web site is over 3,000 pages deep
and full of thousands of dresses and shirts.
Nothing can be made any simpler as far as returns and exchanges.
There is nothing confusing in our email to most people.
No company allows returns without permission. To say that
this is not true is absurd.
All we ask for is an order number and an email.
There is no need to make it complicated.
One simply has to read the information.
All you have to do is send back what you do not want.
Make a new purchase for that which you want for an exchange.
When the exchange item reaches Maui, a full refund is issued.
There is a toll free number to call if the information is not understood.
We make little or nothing, and, most of the time, we lose money on shipping.
The same $ 19.70 you paid for shipping would be almost double that if you were
to ship it on your own. We pass on our Federal Express discount to the customer.
The cost to send your dress back via First Class Mail is well under $ 5.00.
My estimate is about $3.00.
All apparel is offered at the lowest of prices.
Always on sale at 20% to 40% less than Mainland stores if you can find the brand
names Paradise Found and R. J. Clancey. MauiShirts.com offers the greatest selection
on the planet of these two brand name. Both, R. J. Clancey and Paradise found has been making
quality aloha wear for over 55 years .
MauiShirts.com ships over 30,000 shirts and dresses a year to happy people around the globe.
Every shipment box includes a $ 5.00 adult coupon and a $ 2.00 children’s coupon.
No matter how hard we try, we know that we can never satisfy all of the people all of the time.
…Researching your order:
Received after hours on the 17th. Shipped RUSH the next day on the 18th.
You will not find better service for anything anywhere faster!
The Orchid Island dress you purchased is one of the most popular prints we have offered in many years.
It sells out in Men’s and Women’s dresses week after week.
The fabric is almost gone and it will be sold out soon.
Sincerely,
Mickey Steinborn
Customer Relations
MauiShirts.com, Inc.
www.MauiShirts.com
Adrienne Uncategorized
