Negative feedback - threatening email

[sansnom]

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

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

 

[sansnom]

My honest opinion, life's too short, but I can see your point.

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

 

[sansnom]

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.

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.

 

[sansnom]

Thanks all, glad to see I wasn't overreacting - wy wife was astonished I was even bothering to write a letter to that prat but sometimes I don't know where to draw the line between principle and pride.

Anyway, decided to let it go - as much as I'd love to smear him and his company the reality is I'd be taking food off someone's plate however wrong or right they may be and I got what I wanted in the end so that's that.

 

[sansnom]

If things go wrong I often judge people by how they correct their mistakes and realise that at times things can go wrong, do go wrong and happen to most of us.

Belly that's perfectly fine and I agree with you 100%. I think what most of us are more concerned about was the way in which the representative of the company behaved.

The review was just a normal negative review to say, look their CS seems to be a bit crap - this is echo'ed in all 11 other reviews that the company has so I wasn't singling them out or anything.

He called and instead of being just humble and saying something along the lines of 'look we're a small business, doing our best, pls give us a chance to rectify it and remove the feedback' I would've respected that a great deal and immediately removed the feedback. It's the fact that he called, was astonishingly rude, didn't even try to understand my position or why i was complaining, raised his voice, asked me questions, grouped me into a stereotype and then continued to talk over me while I tried to respond even after I offered to remove the feedback. Then followed up with a threatening email about solicitors.

Sorry but I suspect the 11 other reviews that have rated them at 1/5 stars are well deserved based on the experience I had and it had nothing to do with the business being given a chance to rectify its mistakes. I suspect if the person I spoke to is the business owner, he is mentally ill-equipped to do a better job for his company.