Purchased Ten (10) Men’s Aloha Shirts
July 10th, 2009
Rating: Excellent
Price Rating: Good
Shipping Options Rating: Excellent
Delivery Rating: Excellent
Ease of Purchase Rating: Excellent
Customer Service Rating: Excellent
PURCHASED SEVERAL (10) DIFFERENT SHIRTS AND THE QUALITY IS AWESOME AND THE STYLES ARE EXACTLY WHAT I EXPECTED…THEY MAY BE A BIT PRICEY BUT YOU GET A REAL GOOD BANG FOR YOUR BUCK. B. B. / Crestwood, IL
2nd to none !
July 10th, 2009
Rating: Excellent
Price Rating: Excellent
Shipping Options Rating: Excellent
Delivery Rating: Excellent
Ease of Purchase Rating: Excellent
Customer Service Rating: Excellent
I was amazed at how quickly my order was shipped! I was very pleased with the quality. I highly recommend Mauishirts.com!! They are 2nd to none!!
Pati P. / Mount Holly, NC
Exactly what we wanted – Purchased 12 shirts !
July 10th, 2009
Rating: Excellent
Price Rating:Excellent
Shipping Options Rating:Excellent
Delivery Rating:Excellent
Ease of Purchase Rating:Excellent
Customer Service Rating:Excellent
They were very helpful and I got exactly what I wanted for me and my son.
The quality is second to none as was the service. I would only use this company in the future.
Best regards, Elliot / United Kingdom
Dad Loved the shirt
July 9th, 2009
Item arrived promptly and my dad (a WWII vet) loved the shirt. It was a real hit! I look here first for Hawaiian shirts in the future.
Thanks! R B S / Westerville, OH
Comfortable Cotton Ladies Shirt
July 9th, 2009
I love this shirt. This shirt is comfortable cotton and is so cool. It is really perfect for where I live.
Elizabeth A. / Santa Fe, NM.
Brazilian customer is very happy
July 9th, 2009
Very happy again. I love Hawaiian culture and life style. I live in Brazil, in Santos, a beach city. Many people ask me "where i bought the shirt"…. Well…it’s my secret (sorry Mickey )!!!!
Domingos / Santos, Sao Paulo, Brazil
American Made is beautiful
July 8th, 2009
The shirt is wonderful and I was most impressed with the fact that when it was delivered it read right on it that is was shipped from Lahaina Maui!! Wow, a American made shirt that’s just beautiful!
KW / Greenville, MI
The worst customer encounter of the year
July 8th, 2009
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
Very Good Retailer
July 8th, 2009
Very good retailer, items were here quick and in great condition. Thanks!
JB / Dallas, TX
Doug Wyatt Comments
July 8th, 2009
Lucky nothing went wrong with your order. I had a shirt fall apart. Clown copped an attitude, wouldn’t do anything in the way of “customer service”. Last dime he’ll get off of me.
Doug Wyatt
Here is one of the images sent by Doug Wyatt showing the wear and tear on the collar. 
In my humble, “Clown” opinion, there is just no way this sort of shirt damage could have occurred from hand washing.
This is my attitude.
But, then, what could I, the “Clown” know. I mean what could I possibly know?
I’ve only sold and shipped well over 10,000 Paradise Found shirts to happy customers world wide.
Someone else must have had the same issue.
NOT.
NOT.
If this kind of damage can occur to Paradise Found shirts from hand washing, then Paradise Found and MauiShirts.com would have been out of business long, long ago.
I suppose I could have taken another tact. I could have asked Doug Wyatt to send the shirt back for repair, but I thought a new shirt at less than my cost plus free shipping would be a far better offer considering the cost of shipping the shirt back and forth to Maui. Then again, when I think about it, if he had simply told the truth about how he washed the shirt, I probably would have replaced the shirt at my cost and requested he pay the shipping.
Honesty is a good policy. Honesty will get better results most of the time. I doubt nothing but free shipping and a free shirt would have made this customer happy. That would have made me feel like I had been taken advantage of. I would be reluctant to sell to this customer again. I guess I don’t have to worry about that now.
Here is the image of the insert that is placed into each customer’s shipment box. 
I would think there would be no need for me to reward the customer for his negligence.
I thought I was being more than fair with a 50% OFF and free shipping.
I guess I was wrong.
Here is my email reply to his complaint:
Aloha,
Thank you for your email.
I can only guess that you are washing your shirts in a washing machine.
The only way to assure long wear is a cold water wash by hand.
The damage I see on the MELIA periwinkle shirt, I suspect, is from harsh washing.
Here is a link to care and cleaning:
http://www.mauishirts.com/careandcleaning.html
This link can be found on the bottom area, under each size chart, on all pages of the web site.
You should have received a “Care & Cleaning” sheet in your shipment box as well.
There is a “Wash by Hand” instructions tab on the inside of each shirt collar.
Please do not send a washed shirt back for refund or replacement.
I always appreciate an opportunity to provide service to a valued customer.
I hope this offer will satisfy and appease you.
Here is a coupon code worth 50% your next single shirt purchase: TAKE50.
The 50% OFF, FREE SHIPPING coupon is valid through Sept. 19th, 2009.
Sincerely,
Mickey Steinborn
……
Email received from Doug Wyatt:
Hello - I purchased 3 rayon Paradise Found shirts from you on May 16.
One of them, which was worn twice and washed three times since it arrived, has frayed out at the small "lapels" just below the collar tips on both sides.
The other two I ordered the same day are fine with more wear than the bad one.
I also own some that are approaching a year old and are OK.
Given the circumstances, it would be very appreciated if you could send me a replacement (XL) so the one I will be sending back would cross paths in shipping.
Attached is a Word doc with a screen print of the PayPal statement (view at 150% or 200 %) and attached are two pictures of the defective seams.
I can be reached at (phone number deleted). I'm in LA, CA.
Doug Wyatt