Quote:
Originally Posted by Ron************
We have been working to help this customer out and in no way wish to disregard any customer, not something we do as many of our customers are aware of this. We have followed the VMR guidelines for pre-orders and have looked at solutions to help the exception as in this case.
We are committed to making every customer happy and appreciate every order that we receive. We would be happy to address this issue with the customer privately over the phone.
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Given the regular bad reviews you get, I'd suggest that you need to fix this publicly.
If the OP accurately represented the situation then you are completely wrong and the only acceptable is "we screwed up. We issued a full refund and are offing the OP a discount on his next order."
In addition, you need to refine that "non refundable deposit" paperwork. If someone places an order, you clearly need to protect yourself from a customer that flakes, but that is not carte blanche to hold a customer hostage.
Quite simply, your "we aim to please" words are in direct conflict with your actions.