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The mean, demanding and thoughtless customer

Now comes the customer who becomes irate and says my customer service is “awful”. She “demands” a refund. Like, I can’t wait to give this person’s money back and block her IP address so I never have to deal with her again. Yes, I can do that. I can block your IP address so you can never get to my web site again from your PC. Not that she would ever want to shop with me again. But, just as a precaution, I take this tact. I could not refund this transaction fast enough. It was truly my pleasure. She did not receive an email or a phone call within three days of the time she placed her order on-line. I did not inform her that the $ 16.98 kiddie cabana set for her niece will not arrive in time for the birthday party. It was not in stock in the size and color she selected. She made no alternate choice of color or print.


And, this is funny. She picked U.S. Priority Mail as her shipping option. My goodness, you want it in a rush. You need it in your hands by a specific date. Why in the world would you select the Post Office as your shipping option? The chances of the cabana set getting there on time, even if I shipped it the same day was slim to none. She should have gone to Sears or J. C. Penny for her kiddie outfit. She placed her order on a Friday afternoon, after 7 PM, local time. It’s the Friday before a three day Holiday weekend. No work on Monday, it?s King Kamehamea day. (How could she know that?) King Kamehamea day is an important Holiday here on the Island of Maui. There is a big parade, Front Street is closed. Many businesses are closed. Saturday and Sunday really can not be included in packing, shipping or delivery time. Nor, can the Holiday be included..


It is common to experience a power outage here in Lahaina. This is not uncommon here on the island for this to happen many times a year. Entire areas are down without electricity for hours at a time. Power outages affect the Internet service, the phone lines and of course, there is no air conditioning. You may not know it, but it’s very hot and dry in Old Lahaina town in the summer months. You simply can not work while sweat drops from your forehead on to the apparel. Communication and Internet usage are disrupted for many hours. And, it is also common to be stuck on the other side of the island, in a long line of traffic on a two lane highway because the road is closed due brush fires. There is only one main road from the airport, Wailuku and Kahului to the Westside, Lahaina. Some days the Federal Express daily shipment from our Honolulu factories does not deliver our boxes in the morning. They may come late in the afternoon or not until the next day. Rain can cause delays here on the Island.


The point here is that there are mitigating circumstances beyond my control and your control. And the world does not revolve around you, the customer. The word Rush and Aloha Wear do not belong in the same sentence. So, before you get mad at me and slam me with stupid, thoughtless, negative feedback, take five minutes out of your hurried life and read the page that tells you what to expect when it comes to shipping and delivery time before you place your order. The link is easy to find. It’s on the top of all 2,500 pages. It is called “Important Information & Shipping” and it’s in red letters. Try to plan more than five days ahead. I ship from an island in the middle of the Pacific Ocean. Please consider the possibility that five days might not be enough time to leave for an order to get to you when there is a week end and a holiday in those five days! Sheesh.


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