Response to customer Aug. 13, 2010 email
Dear disgruntled customer,
OMG….Why are you threatening us?
What are you going to tell everyone you know?
That you are one misguided person who refuses to read or follow simple instructions?
You are irritated about an order from December 13, 2009.
Your order was refunded many months ago.
All your frustrations are created by you.
We have treated you with kindness and with Aloha up to this point.
We shipped your order the next day after your order was logged in on December 13th, 2009.
We attempted to contact you twice.
When there was no response we simply issued a refund to your transaction.
You never responded to any email.
You never included any previous email in your rants.
I do remember this transaction. I mean, how could I forget it?
You are beating a dead horse.
You have less than nothing to complain about.
I must tell you how happy I feel to know that you will never do business with us again.
It pleases me greatly.
I have attached your previous history below from all your correspondence.
I will place this wonderful story on my blog so other folks can see what I have to put up with.
Mahalo, (Thank you),
Mickey Steinborn
President, MauiShirts, Inc.
Customer sends email August 13, 2010
From: email address deleted
Sent: Friday, August 13, 2010 3:29 AM
To: mauiman@mauishirts.com
Subject: RE: Exchange request / MauiShirts.com – Amazon.com ORDER # 002-7491677 -9905853
You are baffled and I am frustrated. F*** YOU! I will never do business with your company again, have posted it on Amazon’s site and will tell everyone I know.
HISTORY:
From: "Mickey Steinborn" <mauiman@mauishirts.com>
To: email address deleted
Subject: RE: Exchange request / MauiShirts.com – Amazon.com ORDER # 002-7491677-9905853
Date: Tue, 10 Aug 2010 11:46:10 –1000
HISTORY:
December 28, 2009 : Customer Request for exchange:
From: email address deleted
Sent: Monday, December 28, 2009 5:19 AM
To: Mauiman@MauiShirts.com
Subject: Return
I placed on order (#002-7491677-9905853) and need to exchange it for a size medium. Please send me the address and authorization necessary to do this. / Thanks.
December 28th response to customer’s request for exchange:
Aloha from Historic Old Lahaina Towne, Maui, Hawaii,
Mahalo – Thank you for your email.
I apologize for this lengthy reply.
This information pertains to ALL customers’ issues requesting returns, exchanges and/or refunds.
In simple terms:
1) Please place a new order if this request is for an exchange.
Place this exchange order ONLY on the main web: www.MauiShirts.com
($10.00 Courtesy Coupon and link below)
2) Return the items you do not want.
(Address at the end of this email)
3) The credit card you used for your Amazon.com purchase will receive the refund when your returned items are logged in on Maui.
FAQ: When will I receive my refund?
http://www.mauishirts.com/exchange-returns-help.html#refunds
PLEASE take the time to READ this information.
It will prevent most, if not all misunderstandings or issues with your return or exchange.
This email is your authorization for return or exchange.
Please READ how to pack and send your returns back to Maui on this link/page.
(Copy and paste this link into your browser if you cannot click on it to take you there):
http://www.mauishirts.com/exchange-returns-help.html
This link is on the top area of ALL pages of the main web site.
There is a drop-down notice at the top of the page when you enter the main web site from the front page.
The information is on all Amazon.com listings as well.
It is shown as Mauishirts Sellers Policy.
It is impossible to stock every print, in every color, in every size and in every style all of the time.
We offer thousands of items that are made in very limited quantities in Honolulu.
It is always recommended that alternate colors, prints be selected to prevent partial orders and disappointment.
There are NO FEES for exchanges.
There is a 15% Fee for HANDLING, RE-LISTING & RE-STOCKING for all returns that are NOT for exchanges.
You may exchange for anything.
Shipping Charges are NOT refundable. Shipping Charges are non-negotiable.
We allow SIX (6) Months to send back your exchange.
Nothing can be set aside in lieu of an exchange.
We cannot accept email instructions for exchanges.
A new order MUST be created.
Hand written notes for exchanges included in your return shipment box cannot be accepted.
Making a new purchase for your exchange will make your transactions easy to follow and easy understand.
Any other method will be confusing and will require back and forth email, phone calls and probably weeks to sort out.
The Medium size in Black is sold out in this specific print:
http://www.mauishirts.com/coctailsanyone.html
Here is the page/link to all our beverage print apparel:
http://www.mauishirts.com/cocktails-and-beer-shirts.html
We always appreciate an opportunity to provide service to you, a valued customer.
Here is a Courtesy Coupon Code: AMZ99 that will deduct $ 10.00 OFF the bottom line of your exchange purchase.
The coupon is only valid on the main web site. It can NOT be used on the Amazon.com web site.
Type the Code into the Coupon – Gift Certificate box.
You will find this box on the left side as you finalize your check out with your shopping cart.
It is below where you enter your email address – Click APPLY to receive the $10.00 discount.
PLEASE use the size charts.
There are helpful, extensive size charts found on all pages.
The size charts have measurements of the garments and NOT your body.
The size charts are accurate. Our apparel does not run small and does not run large.
Please do not hesitate to call our toll free number to speak to one of our showroom assistants for further size information.
IMPORTANT: Please type your Original ORDER NUMBER in the SPECIAL INSTRUCTIONS BOX of your new order.
The Special Instructions box is under the area where you type in your email address.
There is no way to communicate a new exchange order from the Amazon.com web site.
Coupons are NOT valid and cannot be used on the Amazon.com web site..
Exchange dollar amounts CAN NOT be applied to shipping charges.
No other Discount coupons can be combined for this exchange.
Finally, if this information is confusing to you or if you still have concerns or questions,
PLEASE do not hesitate to email or call toll free 1-866-628-4626, (1-866-MAUIMAN).
Please communicate with your ORDER NUMBER.
All orders are stored and sorted by their ORDER NUMBER.
Send your return or exchange to this Address (below)
Please include your ORDER NUMBER in your box and/or on your box.
MAUISHIRTS.COM, INC.
REF: ORDER # A-9905853
P.O. BOX 12230
LAHAINA, HI 96761
Customer sends second email : February 20, 2010:
From: email address deleted
Sent: Saturday, February 20, 2010 11:00 AM
To: mauiman@mauishirts.com
Subject: Exchange item
I sent an order (#002-7491677-9905853) back for exchange per your email instruction and have not received the new shirt. The shirt was mailed 12-31 09. Please let me know what the status is of the exchange and when I will receive it. Thanks.
MauiShirts response to customer’s email of 02/20/2010:
Aloha,
I cannot locate any new order for an exchange on the main web site.
Nor, can I locate any other order from you on the Amazon.com web site.
I do see a refund to your Amazon.com transaction; $ 44.11.
It would take some time to locate your paperwork to determine when your refund was issued.
It was issued the same day your returned shirt was logged in on Maui.
You many reclaim the $ 7.79 re-listing, handling and restocking fee by placing a new order on-line at the main web site.
You may use this courtesy code to re-claim the fee: MS779
Use the COURTESY CUPON code for a new purchase.
The courtesy coupon box is above the area where you are required to enter your email address on your order form as you check out.
Enter the code. Click Apply and the $ 7.79 will automatically be deducted from your total purchase.
The coupon has a onetime use only and expires midnight May 20, 2010.
Here is the page/link to the “COCKTAILS” shirt:
http://www.mauishirts.com/coctailsanyone.html
Here is the page/link to the new “COCKTAILS GAMES” shirt:
http://www.mauishirts.com/cocktail-games-mens-aloha-shirt.html
Here is a link/page displaying all our beverage prints:
http://www.mauishirts.com/cocktails-and-beer-shirts.html
Customer sends third email: July 6, 2010
I sent an order (#002-7491677-9905853) back for exchange per your email instruction and have not received the new shirt. The shirt was mailed 12-31 09. Please let me know what the status is of the exchange and when I will receive it. / Thanks.
A copy of the email sent to customer on Feb. 20th is re-sent along with this note:
Aloha,
I will immediately REMOVE your name from our customer’s monthly email special’s mailing.
I apologize for any misunderstandings.
I, again, cannot locate any new order from you for an exchange.
Do you have a new order number?
Do you use more than one email address?
I see an AMAZON.COM order from you; ORDER # 002-7491677-9905853 FROM Dec. 13, 2009.
I see a refund issued for $ 44.11 to this order.
A special coupon was created for you.
It expired on May 20, 2010.
I will extend the coupon if you want to make a new purchase.
Please reply to this email with your intentions.
Here is a copy of the last email sent to the customer on Feb. 20th, 2010:
COPY to follow: (copy of Feb. 20th, 2010 email was included)
Customer sends 4th email on August 8, 2010
From: email address deleted
Sent: Sunday, August 08, 2010 11:07 AM
To: mauiman@mauishirts.com
Subject: RE: Exchange request / MauiShirts.com – Amazon.com ORDER # 002-7491677 -9905853
You said a refund was issued for $44.11. Was that in the form of the special coupon you mentioned or was it a credit to my credit card?? I did not receive either I would like my money back as this has been a lengthy. painful experience.
MauiShirts.com responds on August 10th:
Aloha Jane,
I am baffled that you are sending me another email about your December, 2009 Amazon.com transaction.
I have responded to you two previous times; December 28, 2009 and February 20, 2010.
PLEASE call Amazon.com if you did not or cannot locate or receive your refund.
It is Amazon.com that does the credit card processing.
We do not see your credit card data.
Amazon.com enables us the ability to issue a refund to your transaction.
A refund was issued to your Amazon.com transaction many months ago when you did not respond to the previous emails or process an exchange purchase. All coupons issued to you from previous emails have long expired.
mauiman Customer's Communicate