These are the emails I sent over a month-long period with only one response.
3/1Robert, Thank you for your purchase of todays item. You should receive your order of 3 Planet Waves NS Capo (s) within 3 to 7 business days. Your transaction id for this purchase is %. Please keep this email with the Transaction Id until you have received your item. We will ship your Planet Waves NS Capo (s) to: %, Walnut Creek, CA 94598
3/12
Sir/Madam: Please see the email below. It has been 12 days since I placed this order. As of today, the order has not been delivered even though it was supposed to received by me in "3 to 7 business days." Please let me know via a response to this email if and when I should expect to receive this order. Also, if this order is not going to be shipped by your company, please let me know that too so that I can seek a refund of the purchase price I paid for the order from Paypal. Thank you.
3/14
Sir/Madam: This is my fifth purchase from your company. As such, how about a response to my email below? So you know, at this point in time, my track record with your company is not getting any better. First purchase = email from your company that you were out of stock of the purchased item and a refund of the purchase price. Second purchase = delivered as promised. Third purchase = delivered as promised. Fourth purchase = never delivered and I was forced to obtain a refund from Paypal after your company would not respond to repeated emails regarding the purchased item. Fifth purchase =? It seems to me that your company could come up with a process for responding to emails and for helping people get the items they order and/or letting them know that the item will not be delivered. Thanks.
3/15/11Sir/Madam: Again no response from your company to my email (below). So you know, I've looked your company up on the Internet. How embarrassing it must be to have many bad reviews from customers regarding not responding to emails, inquiries, etc. Anyway, it seems from what I have read that if I file a complaint with Paypal, your pattern and practice will be to either let me know what is going on after Paypal contacts you about the complaint and/or just let Paypal go ahead and refund my purchase price. What a way to do business. I'll bet Paypal loves having to deal with this stuff on a regular basis. Anyway, with the above in mind, this email will serve to advise you that if I do not hear from you within the next 24 hours, I will file a complaint with Paypal regarding this matter. Thank you.
3/16Hi Bob, Thanks for your email. Our service record with you has not been a good representation of how we do business. I have the tracking number for the NS capos you ordered several days back although the USPS.com site is not providing any info. The tracking number is 9400110200793423212183I would be happy to forward another 3 capos to you today via priority mail or simply refund your purchase with shipping. Please respond and let me know. Sorry for the trouble – we continue to work on our customer service here at goingTODAY but we understand we are not “there” yet. Carmen
3/16Carmen, Thanks. Let's make this easy. Per your email below, please ship me three more capos via priority mail. After that, if I have to email you again regarding this order (or my next order), just respond to me. Responding to email in today's age is golden. Bottom line is I really like your company's business model and I obviously want to do business with you. Let's be friends (and pen pals).
3/21Carmen/Matt, No capos in the mail today. Please confirm that you mailed them per my earlier email (below). Thanks.
3/23Carmen/Matt, Come on guys, this is getting to be ridiculous. No capos again today and only one response to repeated emails (below). If your company is so busy that it can't respond to emails, you have to be making money. Surely you can therefore hire someone to read email and respond to it. Please let me see the "good representation of how we do business" that you noted below. Thanks.
3/24
Carmen/Matt: Another day with no capos. I guess I'm back to contacting Paypal on this. Please respond within 24 hours to this email. If I don't hear from you, I'll assume you're just to busy to take care of or respond to customers and will let Paypal know the same. Thanks.
3/25Carmen/Matt: Again no response. Be advised, per my email directly below, that I have filed a dispute with PayPal which has been elevated by me to a claim. I wish this could have turned out differently. You have no idea how frustrating it is to deal with a company like yours which seems to care so little about its customers.
3/30 Matt, I'm so confused and frustrated. I have received the capos I ordered. I have been told by PayPal that my claim has been denied because you provided proof you mailed the capos to me. I have been told by PayPal that you have provided me with a full refund. I just want to do regular business with you guys. Please get back to me. If I owe you $29 bucks, let me pay it. Thanks.
4/7/11Matt, I've been out of town, but apparently you aren't going to respond to me anymore. I'd really like to get you paid, but if that's not what you want, just ignore me some more. If you want to get this resolved, write back. Thanks.
No further emails sent.
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