Negative feedback - threatening email

sansnom

sansnom

sansnom

Associate
Joined
14 Feb 2004
Posts
1,103
Location
London
guys, please help me to see if im overreacting to this or if I should genuinely put my hand up and say sorry or ignore or pursue or otherwise. I was prepared to let this go but the clown I spoke to at the company today was just so utterly ridiculous and then followed up with an equally absurd email trying to threaten me. I'm not so much concerned about his threat, its completely hollow, but I just want to know if you would reply or if you would just ignore him?

I've also just seen in the RMA that they charge £4.95 for a restocking fee and £4.95 for freepost return postage. Nowhere is this shown on the order unless you read through the terms and conditions on their website. This company seems like a real nightmare and judging by the other reviews on the internet I'm not the only one who's had the misfortune of dealing with them

Dear xxxx,

Thank you for your email. Of course, happy to put this issue to behind us though I would like to address your comments first.

I do not appreciate your threats, nor do I appreciate your phone call to attempt to bully me into removing my feedback. I am afraid fabricating statements such as I 'agreed the feedback was untrue' does not lend credibility to your position.

You are obviously trying to do whatever you can to defend your service but it is not an excuse for your behavior particularly when I explained I had already attempted to contact a representative of your company three times, twice by phone and once by email which bounced back, something which you ignored entirely.

From our discussion it is quite clear that you assume it is acceptable for you to talk to people in a highly disrespectful manner and then proceed to lecture them about the impact of poor reviews on small business in the UK citing stereotypes about 'people like me' instead of focusing your efforts on dealing with an issue that could've been resolved in a matter of seconds.

I made it very clear to you that all I was interested in was obtaining an RMA number to return the items to you and offered to remove the feedback for you in exchange (as you would've then complied with your own returns policy as stated on your website). Apparently your interpretation of this is an indication that I wanted to play games. Bizarre to say the least.

Frankly, xxxx, your email is preposterous; your position is weak; and your attitude both on a personal and professional level is appalling. It is because you have complied with my second request for you to provide an RMA number that I will fulfill my promise to remove the feedback I have left. That is it and that is all.

The items will be returned to you by registered first class post - kindly ensure that a prompt refund is initiated within 3 working days of receipt.

Sincerely
Sansnom
Click to expand...

On 29 June 2015 at 15:30, wrote:
Hi xxxx

Apologies as you did not receive your RMA number immediately on Friday as we were short staffed, we’re catching up today.

As mentioned on the phone you have gone out of your way to leave a defamatory review about our service on TrustPilot (a third-party website we neither subscribe to or endorse). Your review is both unfair and untrue, to which you agreed when confronted over the phone. However when asked to remove the review you indicated that you want to play games.

Defamatory reviews like your own have a direct impact on our small business which I why I will have no choice but get in touch with our solicitors if the review isn’t promptly removed.

You should have now received our returns information, once the goods are received you will receive the refund you are entitled too, hopefully we can put this bed and move on.

Regards,
xxxxx
Click to expand...
 
Last edited:
Post business name, i want to read more of there poor comments.

Reviews are there for a reason u cannot just post only the good ones. Customers WANT to see both sides of the company the good and bad and that helps you make a decision if you want to deal with them.
 
Will Gill said:
My honest opinion, life's too short, but I can see your point.
Click to expand...

I agree life is short, but honestly, he's way out of line and even though I know he's shooting blanks I don't want to do anything which would make my position weaker. Should I just leave the feedback up and ignore him? At this point I dont even want the refund anymore as it amounts to about £10 after those ridiculous restocking fees and postage fees
 
Unicorn said:
Post business name, i want to read more of there poor comments.

Reviews are there for a reason u cannot just post only the good ones. Customers WANT to see both sides of the company the good and bad and that helps you make a decision if you want to deal with them.
Click to expand...

that's the point.

He first said, well are you going to remove the feedback? I said well are you going to give me an RMA number? he said ok fine I'll just talk to trustpilot then.

I'm sure he didnt even bother as trustpilot has 3/5 reviews at 1/5 stars or if he did they probably told him to get bent.

Other reviews on google reviews aren't any better, 6 reviews average 1/5 stars as well.

It's an LED lighting supplier that's all I should really say.
 
Lololol

Here's an idea: reply with a very polite email saying apologies but I am.afraid I have no idea what you're talking about. Thanks for the RMA number. Feedback removed as promised in exchange.

A week later, create a false account and give negative feedback. Do this once a week or post the company name here and I'm sure some bored people in GD will be happy to provide some feedback too
 
As already said send item back and wait for a refund, but leave the review up, as that's the whole idea of customer experience reviews!
 
I can't comment really as I don't have both sides. However, his tone is somewhat condescending and his threat of informing a solicitor is probably an idle threat. If you are 100% happy that your review reflects a true experience then I would leave it there. If he refuses to refund you until this is removed I would seek your own legal advice.

Small companies can not be immune from reviews just because they are small. It even more important that they do a good job but again and to state they don't endorse a review site is irrelevant.
 
Bad feedback is good for customers and a business, its good for the business to know their failings and its good for customers when businesses avoid bad feedback by being good.

Keep the feedback up, it's what its meant to be, at best if they honour the rma well then you should add a comment to that effect.
 
Feedback is subjective and as long as it can be substantiated it is not malicious. Therefore he can stick his solicitor's comment up his gary tbh.
 
I don't know the whole context but any business threatening a customer with a solicitor for leaving a review online does not sound like one I'd want to deal with. Hence a bad review to read about that would be helpful.
 
You must log in or register to reply here.
Back
Top Bottom