Pontoon Boat & Deck Boat Forum

Sent a email to a large parts supplier (Board sponsor?) about a seat I ordered in the wrong color. I wanted to know if I could just exchange for the correct color. I fully expected to pay return shipping, what I didn`t expect was a forward attached to their return email;"Charge him return shipping costs for the incorrect colors. If he throws a fit, just do an exchange for the cushions" . I`ve bought all my furniture, a bimini, a ladder, marideck vinyl, a lot of stuff. Should I throw a fit ?

I would forward them the email with a reply saying, "consider me throwing a fit." See what their reaction is and then maybe consider taking your business elsewhere depending on their reaction.

I agree. Return their attachment and get this exchange situation taken care of.
After the exchange is taken care of to your satisfaction, if an apology is not offered for the attachment, THEN tell them they have lost a good customer and that you are informing a lot of pontoon owners about their lousy attitude.

I really don't want to blame the person who sent me the email, yes he should`ve removed the forward. He`s just doing what someone else told him to do. I really hate this as they have some of the best stuff for your boat.

I agree not to blame the data entry or customer service person. I meant to blame the person up the ladder that made the decision. Maybe forward the attachment to the president of the company.

That's pretty funny, we all no no one cares about there customers, they just want our money and have to put on a show. A little glimpse behind the curtain.

I'd tell them to fuck off.

I'd call the President of the company.

ralph wrote:I'd call the President of the company.

Yeah, I like this idea... don't lose your temper, but I would make sure that someone high up on the food chain there knows about this email... I'm betting you get an apology and your stuff exchanged. Always best to take the high road til they push you onto the low road. just my opinion...

Pontoonstuff?

Seems Pontoonstuff responded here but, now the post is gone.

If it was PS, that seems rare.... wait for a response if it was.

Hi Twister and the board..

Well I found the email in our system from my people and I am extremely embarrassed about this.

We are shipping you the correct color right now and setting up a pick up with FedEx so you can leave the wrong color outside tomorrow and they'll pick it up. Twister, I've sent you a PM with all the tracking info.

Also, I'm giving you a full refund for that seat in the amount of $279.99. You should get a receipt for that shortly.

I've explained time and time again that we take care of issues like this when no one else does because nothing is more annoying then spending thousands of dollars and being nit picking for little costs like this! We'll have a big meeting and I'll make sure my folks are all on the same page, at the end of the day this is my fault for not training better. I always feel I do a good job writing up our policies and going over this exact time of situation but at the end of the day it's always the boss's fault when stuff like this happens and I'm sorry we didn't just fix it the right way. It seems my crew thought you ordered the wrong color and that's why there were trying to get shipping costs... I've explained to everyone let's not risk destroying the business for $25 in shipping costs... just fix things like this so customers don't need to worry about little costs after they've spent $4,000!

Twister, I've sent you my cell number in a PM so please call me if you have any more issues and everyone reading this if you experience any problems please contact me directly so I can handle any problems you have.

Thank you again for your business.

James Myers
President
PontoonStuff, Inc.
jim.myers@pontoonstuff.com

Now that is customer service!

Thanks Craig but customer service would have been to not have this happen. Very fortunate we were able to hear about this and fix it though!