I have to agree with gerryr. I sent an email to Writer's Edge and the response from Traci in customer service is as follows:
To quote Paul Harvey, "Now for the rest of the story."
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Everyone is so quick to believe the customer.What about the company, who actually sent the shipment? We sent the shipment to this guy in Macedonia. This package arrived back to us with paperwork to be filled out for Yugoslavia. The customer was notified and said that Macedonia used to be considered "former Yugoslavia". We reshipped the package at no added cost to the customer. This is why many companies will not ship to specific countries, one of which is Macedonia. We cannot hand deliver the package. All we can do is to ship the package and than our hands are tide until the package has gone through our customs and has cleared the customers country's customs, and then has reached the customer. I cannot walk the package to the customer, and assure that sticky hands do not snatch it or make sure that it goes in and out of customs in a timely manor. I cannot tell you how many times, we have been taken by fraudulent customers and fraudulent cardholders that have us ship to other countries. There have been even more times where we have shipped to another country and the customer says they never received the package. We go through the long paperwork process, and invest the time and manpower, just to find out that they did not tell the truth. They think that since they are overseas, that we just have to take their word for it, and reship a brand new order. It may be a drawn out process, but often these customers are prooved wrong. This customer has me seriously considering adding his country to the list that we will not ship to.
The customer paid 10.00 for shipping to another country, not 32.00 as he stated. Furthermore, after the last email to the customer, --- he never responded. He never contacted us saying that he had still not received the package. The first I heard of it is when he decided to complain to this pen forum again, and then someone forwarded it to me. All we can do is to assume a customer has their package if they do not communicate with us letting us know otherwise. There is a point where unfortunately "the customer is not always right". Everyone is so quick to judge. They take anyones word over a company. I am a small company who personally dealt with this customers order directly, so I clearly know what was done .
All this customer had to do was to contact us saying, I still have not received my package. We would have done some investigating to authenticate that claim, and then would have been more than happy to ship his pen again, -- this time by a different means probably involving a required signature. This way would have taken even longer for delivery, since it would be monitored its whole destination, -- but would have satisfied the customer and us at the same time. Did we hear from him? No, -- but the pen forum did.
There can be another side to a story, and that is mine.
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JimM
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