Craig is a good vendor, I am ashamed of some of the comments on this thread. Dispute the charge when it has only been a week? Come on, Tony! Small business is a challenge sometime, I know this first hand! In the day of instant gratification, there is little leeway for us small, one man shops to deal with our own life issue or events that take us away without getting comments like this.
Also remember, e-mail is not always reliable! I can't tell you how many times I have had customers claim I never replied to their e-mail. As an e-commerce guy full time for the last 4 years, I have learned to not permanently delete any e-mails. I have every e-mail sent or received for the past 4 years and there have been many times I have had customers claim I never replied only to search my sent e-mails and see multiple replies. Due to all the *&^^%$# spammers out there, many times small business e-mail ends up in your spam folder or even not allowed through the e-mail provider at all. I have gone to painful length to try to assure my e-mail is deliverable including getting my own dedicated e-mail server, etc and still I get blocked. Not saying this is the case here, but it could be.
Also, even phone calls can not always be returned right away. Remember, we are mom and pop just like you and have lots of things to juggle each and every day. This includes product sourcing and ordering, making product, shipping, returning the multitudes of e-mail, answering phone calls, replying to voice mails, and also trying to have our own family life and personal time. Throw in a vacation, sickness, or business trip and it all goes to hell quickly! Not all of us have loads of people working for us! Sure, some will say we just need to hire more people. That is not always possible. Employees cost a lot of money to a business. There is a fine line between being able to afford an employee or add another employee and staying profitable. Add in the cyclical nature of this industry and it is a real challenge. I have one employee. At times of the year, we are both super busy and the cost of that employee is justified. At other times of the year, that employee is just a drain on the business because it is the slow time for this industry but, being a good employer and loyal to those who are loyal to me, I suck it up. During the busy times, I really could use another employee but knowing that the slow time is right around the corner, I can't justify it. These are just some of the same challenges all of us in small business face each day!
To get back directly to your concern, I just called and spoke to Craig as I consider him a friend and didn't want his name tarnished. I called the number listed on his website and he called me back while I was leaving a voice mail. He did not know it was me so no special favors there. He is traveling to Texas to attend the SWAT (Southwest Association of Turners) symposium next week. I made him aware of this thread and your concerns. I will let him take care of it from there.
