Today is May 16th. Last night I noticed a charge on my credit card for $15.48 from Big Steer, one of my wholesale suppliers. Strange, I thought, I haven’t ordered anything from them since October.
So I called and left a message. Got a call back from the owner telling me that this was for shipping on the order that I placed back in October — seven months ago. I asked why wasn’t the shipping included in the charge that was made on my credit card for the product back in October. The answer was that it was a Quickbooks issue and had happened to other customers as well.
I don’t have the time to spend going back through my tax files to find a a credit card statement and an invoice for $15.48 from seven months ago so I will pay Big Steer the $15.48 instead of challenging the charge.
But, they have lost another customer and gained this post. I don’t think I am the only person having customer service issues and am wondering what has happened to customer relations in our world today.
As I said in the post I made on Monday about another customer service issue:
The lesson from this experience: It just confirms the policy that my company has had since its inception is that if I make a mistake, I will eat the loss. I will not expect my customer to pay for my mistake. And, being on the receiving end of this fiasco created by two different local companies (and now just a few days later with a national wholesaler), I understand the truth in the statement that a happy customer will tell their friends while an unhappy one will tell everyone they can reach.
An Update: A few hours after making this post, I received a phone call from the owner of Big Steer telling me that she had been thinking about it and decided to refund the charge on my credit card. I thanked her and told her that I thought that was a good customer relations move.