The worst customer encounter of the year
You should read this email chain from the bottom to the top.
Customer’s email address, name and Amazon.com order number have been deleted.
The email chain, copied here, is without any changes or edits.
You might ask how do I put up with this stuff? There was nothing I could do to make this person happy.
Any vendor who only takes 5% or 10% handling fees only offers 10 to 14 or 30 days at most to make an exchange.
I also suggest that these companies she located in here research, only sell Made in China or Indonesian apparel.
MauiShirts allow 6 MONTHS to make an exchange!
MauiShirts.com fees are NOT just for re-stocking. The 15% fee covers handling, steaming, re-listing, editing, and least of all, re-stocking.
All the items she purchased were at sale prices. She purchased the very last ones of two or three dresses.
The size charts contain measurements of the dresses, not her body. This is a common mistake.
She never had any intentions of making an exchange. Had she made an exchange, not only would the $ 25.70 be refunded and additional $ 10.00 was given to her.
It would be difficult and hard pressed to be more misunderstood from her interpretations derived from my email.
I can easily understand why she is no longer in the customer service instructor business.
One sure way to stay in business is never to let the promise of tomorrow’s business effect today’s price.
stop here…. read from the bottom up.
Hi Mauiman,
You sound angry. Let me help you understand something: I did read the dress sizes and ordered the dresses in the correct sizes, as a matter of fact, my daughter and I perused each chart until we found the one we thought were our dresses, they were only a little too snug. I fully read your return policy(s) and understood them. My intention was to re-order the dresses after my refund, which I indicated in my return, but when I did not receive a full refund it of course made me angry. I checked several other websites, did my research, and the other company’s charge far less than the 15%, some Aloha sites actually do not charge a fee or a nominal fee of 5 to 10%. I apologize for getting you all spun up like that. As a former customer service instructor I understand that the customer is not always right however; a customer should never be talked to the way you talked to me and I hope you don’t talk to your other customers that way. Thank you for your time.
Cheers,
D W
—–Original Message—–
From: Mauiman [mailto:mauiman@mauishirts.com]
Sent: Tuesday, July 07, 2009 12:06 AM
To: ‘D W’
Subject: RE: Return policy inquiry from Amazon customer
Aloha,
There is no bait and switch.
You have not been “ripped off”.
There is no small print.
Three is no need to attempt to read between the lines.
There are no hidden meanings.
Unfortunately, shipping and handling charges can not be refunded.
What little profit we garner from shipping and handling charges does not cover half the cost of processing a transaction.
The cost to package and ship is something you know absolutely nothing about.
The information you are complaining about is explained in detail within the Seller’s Policy.
A link to Seller’s Policy is on all Amazon.com listings.
Had you read the information we probably would not be having this back and forth email.
I suppose, from your comments, you probably would not have placed your order in the first place.
The size charts are there for you to read and to use before you place your order.
I suspect that you ignored them.
You took away the ability from someone else to buy a few of the dresses when you made your purchase.
You purchased dresses that were made in very limited quantity that have great demand and very short supply.
Items you purchased were taken down from our web sites after your purchase.
This is not an automatic thing.
It is done on a daily basis and involves two or more people.
When the dresses were returned they had to be re-listed.
Unbeknownst to you, this is not an easy, simple task.
At best, it is time consuming and would not have been necessary if you had used the size charts.
The size charts are on all pages of the main web site and there is a link to the same size charts on all Amazon.com listings.
The size charts have accurate measurements of each dress and have stood the test of time for over 11 years and the sale of thousands of dresses.
You are kindly asked to read the information when you come into the main web site before you place your order.
The links explaining the shipping and handling return and exchange policy is there on the top of all 3,500 pages of the web site.
The link to this same information about shipping and handling, returns, exchanges and refunds can be found on all Amazon.com listings.
I’ve attempted, in vain, to be nice, civil and respectful to you by letting you re-claim the deducted fee.
And, I offered you an additional $ 10.00 to help defray any future shipping cost.
The $10 was a deduction off the bottom line. It had nothing to do with anything else.
It was simply a $ 10 off coupon.
No other Aloha wear company offers six (6) months to make an exchange.
And, we allow you to exchange for anything.
Your comments are appreciated.
I have attempted twice to give you explanation.
You seem to be very angry and you profess to know more than me.
In my opinion, I have not lost a customer.
Sincerely,
Mickey Steinborn
www.MauiShirts.com 
From: D W
Sent: Monday, July 06, 2009 11:34 AM
To: ‘Mauiman’
Subject: RE: Return policy inquiry from Amazon customer
There is no misunderstanding on my part. I am shocked that you would charge me twice for a handling fee. It cost me $9 and some odd cents to mail the package back to you so it should have only cost $9 and some odd cents for you to mail it to me which means you charged me $11 and some odd cents for handling? What is the handling fee for? Then you charge me another $25.70 for handling again? A restocking fee? You have grossly overcharged me and ripped me off. Any cost incurred by your company for putting things back on the shelf or in the computer should be absorbed. Don’t try to get my business by offering me a $10 coupon, which according to your rules would not cover "shipping and handling". I can "reclaim" the $25.70 fee by placing a new purchase? You must think consumers are stupid to fall for that bait and switch. I just asked for a refund for the $25.70. I feel that I have been penalized by your company by buying a dress that did not fit and needed exchanged/returned. You have lost a customer.
From: Mauiman [mailto:mauiman@mauishirts.com]
Sent: Sunday, July 05, 2009 2:35 PM
To: ‘D W’
Subject: RE: Return policy inquiry from Amazon customer
Aloha,
Thank you for your email.
Please accept my apologies for any misunderstanding.
Your merchandise purchase totaled $ 171.50
Your refund was $ 145.76
15% handling, re-listing, restocking fee was deducted: $ 25.70
Shipping & Handling was $ $20.90. This can not be refunded.
You were offered a $ 10.00 coupon when you requested the refund.
That code: (code deleted).
The "SELLER’S POLICY" which explains all of this is on all Amazon.com listings.
You may reclaim the $ 25.70 fee by placing a new purchase on the main web site by mentioning your original order number, (deleted), in the "Special Instructions" of your new order. The $ 25.70 would be refunded when the new order shipped.
You are allowed six (6) months to re-claim the fee and make an exchange.
You may exchange for anything.
You may also use the $ 10.00 coupon for your exchange.
We offer hand made, limited quantity, made in Hawaii aloha wear.
Some of the items you purchased were the very last one of the print, size, color and style.
When you make a purchase as such, you disable someone else from making the same purchase.
When the returned items are received back on Maui some of them must be de-archived and re-listed on the main web site and the Amazon.com web site.
The size charts have accurate measurement of all styles.
If any of this is confusing to you, please do not hesitate to call the toll free number during business hours, Maui time, and someone will explain further.
Mickey Steinborn
Email Received from customer: July 05, 2009
Your company charged me $171 but only refunded $145! Where is the $26 you still owe me? I explicitly followed your directions for returning these dresses. They were returned exactly as I received them, pressed, folded, bagged, and sent U. S. Mail. I believe I have been ripped off by your company. I demand a further refund of $26. I was considering re-ordering the dresses in a size that fit (after receiving the refund) but I will never shop with your company again! I do not consider MauiShirts customer friendly! I cannot with good conscious write a good review for your company.
D W