Cold, Customers and Contentment

All I did this morning was scrape three windows and two mirrors and my fingers became so cold that I couldn’t get the safety belt on until I’d beaten my hands together to restore the feeling.  That was probably the worst bit of the day, because it took a distinct upturn once I got to work.

We have been arguing with a customer and were expecting eBay to find in his favour despite his stupidity and unreasonable behaviour. We sent a parcel to the USA and the USPS tried to deliver it. Nobody was in and they left him a note to tell him. He claims they didn’t. We hear this a lot from customers and, based on experience, tend to disbelieve them.

He then said he didn’t know what to do and we would have to sort it out for him. We said that we couldn’t and he would have to sort it out himself. I don’t see this as unreasonable – what can we possibly do from this distance? I advised that he should contact his local delivery office or ask the postman. They would be able to tell him what to do. He refused.

He told us that he has 100s of post offices within a 20 minute drive and couldn’t visit every one. We said he didn’t need to as one conversation with his postie or on the phone should reveal all. And so it carried on. And on. He clearly had no intention of collecting it. or making any effort, and finally told us he didn’t want it and opened a case with eBay to get his money back.

They took the logical view that as it was at the local sorting office waiting for him it was his responsibility to pick it up and they would not issue a refund. This, to be honest, cheered us up after a  three week exchange of emails.

The parcel should, eventually, come back to us, and we will issue a refund, but we don’t have to refund the postage, which would have been annoying.  And that, minor as it may be, was enough to cheer me up fro the day.

It then improved even more. Someone had wanted a parcel delivering by Christmas. He agreed to pay for Guaranteed Delivery and we made a special listing for him to buy and then made an extra trip to the Post Office with his parcel.

It went to the post office at 3pm, was in London by 10 am and was delivered at 11.20am. Not bad for a postal service that is hampered by strike action. I not only have the beard of a Santa, I have the instincts too.

I tell you this story as most of our customers are fine people and most of our interactions are good. Unfortunately I always moan about the bad ones and this may not give you an adequate picture of my sunny disposition and my love of humankind.

11 thoughts on “Cold, Customers and Contentment

  1. Lavinia Ross

    Over here, the customer can always go online and file a complaint about the delivery. That seems to get action quickly. Mail can get delivered to to he wrong house. If he is in an urban area as he claim of many POs indicates, he should be able to get what is called “Informed Delivery”. It is a free service, and I would encourage your US customers to sign up for it, if it is available in their area.

    Unfortunately this service is not available in many rural areas, including mine.

    1. quercuscommunity Post author

      Thanks Lavinia, I will make a note of that link for our next American enquiry. I feel t was one of those “buyer’s remorse” cases where nothing we said was going to make a difference.

  2. jodierichelle

    I feel you on the crazy customers. And you’re right – the hundreds of lovely people who make my days a joy can be immediately erased by some knucklehead who’s in a bad mood. Or is incredibly stupid. Or feels the need to send 25 messages when 3 would have sufficed.

    “this may not give you an adequate picture of my sunny disposition and my love of humankind.” This made me laugh out loud.


Leave a Reply