Some days you just have "one of those days". I don't normally air a lot of dirty laundry, but I must be in a funny mood and this whole ordeal just tickled me more than it ticked me off! Customer ordered and received a set of blades. He ordered the wrong blades for his Z820A with 60" deck (not even close actually). His email tone started off poorly and I could tell he was frustrated:
Customer: "To whom it may concern,
The order I received yesterday was not correct. I ordered a blade kit for a Z820A with 60" cut and I received a kit for either a 48 or 54" deck. Please send the correct set ASAP or refund my money."
My return email provided him 3 blade options for this application. I explained that we would waive the 20% restock fee on this and he would just have to pay the return shipping. That wasn't met with much favor either.........
Customer: "I ORDERED the 60" blades. The mistake is yours and not mine. So am I to pay the shipping on your mistake?"
Once again, I tried to explain to the customer that he ordered blades that were not even intended for his machine. I explained that if he had ordered product ABC123 but received ABC124, WE would pay for the return shipping. That wasn't the case. I also included the specifications for the blades he ordered, showing weren't even close to what he needed. I thought to myself "this explains everything very clearly. We have provided the customer with the correct parts and he will understand the error of his ways". Ha! Boy, was I wrong.
Customer: "I knew from all the bad reviews about this place that I was making a mistake. I know why now. Sent from my iPhone"
So, rather than blowing my top and reaching for a bottle (which would be more appropriate at this juncture), I actually went the other route.
Green Farm Parts: "We understand that you are having buyer's remorse because you ordered the wrong item. And we understand that you are projecting your misdirected anger at us because you looked up the wrong part.
We actually have 10,242 online reviews and 99.8% of them are 5 out of 5 stars.
Here is what we are going to do for you. We are actually going to issue you a FULL refund for the blades. No strings attached. You keep the blades AND get your money back.
That's the kind of service we provide despite the fact that you made an ordering mistake and you are upset at us for no reason. We will issue this refund today and the credit should appear on your Visa card account within 1-2 business days. We will then delete your account in our system.
Thank you for your feedback. We really got a kick out of it!"
Some days it just doesn't pay to do the right thing. But mostly this has taught me (again) that you just can't argue with stupid.