Been There, Caught That

Considering T*** already refunded the money for the reels, and we gave him rods that were unboxed yesterday afternoon, upon which I notified him as soon as we got home to a computer after getting home from our first meal of the day, dinner, due to trying to get his rods unwrapped so I
was positive the right rods arrived(small miracle, they are all back-ordered from Shimano)We placed the order, and at no time did I speak with this man until todayWe did not sell this to him, an employee did, but T*** still accepted responsibility because she is an ethical ownerToday I had my first chance to answer a call from him at the storeI responded to it that night via email, and saw him todayHe has called our store or home at least five times a day, even though he knew we were waiting for it to be delivered as promised by Shimano, and knew we were short an employee so I never had one minute of a break the entire dayNot for food, not to answer the phoneT*** had to handle the phones, the register, and tracking parts of a shipment sent to us At all times I was helping to people at a time the entire day. He came in one afternoon to purchase it, wanted it to be in his hands hours later..., and wanted all special items that no one else had in stock either, because of being back-orderedBy the fluke chance that an order I put in months ago(an order that had nothing to do with his special request, but we still offered them to him) was delivered Friday evening, after pm, and we got to that box(boxes were delivered) and I emailed him that I had the rods he wanted, and he still complainedHow can he complain when he was refunded for the reels, notified we had the rods, and gave them to him today along with a check for the reels when he came in(as I invited him to do so twice)We have worked very hard to have an A+ ratingBut, we responded more than fairly as we would any of the rare times someone had a complaint, and then they called us, and we made them happyThere was no way to make this man happyIn fact, when the order was obviously late, T*** told her occasional fito tell M*** we would pay for his rod and reel rental for the day he wanted this set of rods and reels to use for the first timeHe agreed, and still hounded us, and now thisI am afraid this is someone who may not ever be satisfied, no matter what ahppensI hope I am wrong, because T*** and I have backaches from bending over backwards for M***

Review: On 8/11/2015 I ordered $650.00CASH worth of fishing equipment from the business "Been there caught that" with a guarantee the order was to be delivered within 3 days for a fishing trip I was taking on 8/20/2015. Today is August 29, 2015 and I still do not have the merchandise I ordered 18 days ago. I have called numerous times to find out information and have been told "it's on it's way" I have been told repeatedly that Mark is busy but will call in 20 minutes...he never does. Today I called and asked that M[redacted] call me regarding a refund of my $650.00. He did not return my call. I have run out of time and patience on this issue and so I need your help.Desired Settlement: I would like a refund of my money and an additional $100.00 for my time and trouble. It seems once I paid cash customer care and responsibility were forgotten, calls were not returned and I was ignored as a customer.HELP!

Business

Response:

Considering T[redacted] already refunded the money for the reels, and we gave him rods that were unboxed yesterday afternoon, upon which I notified him as soon as we got home to a computer after getting home from our first meal of the day, dinner, due to trying to get his rods unwrapped so I was positive the right rods arrived. (small miracle, they are all back-ordered from Shimano). We placed the order, and at no time did I speak with this man until today. We did not sell this to him, an employee did, but T[redacted] still accepted responsibility because she is an ethical owner. Today I had my first chance to answer a call from him at the store. I responded to it that night via email, and saw him today. He has called our store or home at least five times a day, even though he knew we were waiting for it to be delivered as promised by Shimano, and knew we were short an employee so I never had one minute of a break the entire day. Not for food, not to answer the phone. T[redacted] had to handle the phones, the register, and tracking parts of a shipment sent to us. At all times I was helping 2 to 6 people at a time the entire day. He came in one afternoon to purchase it, wanted it to be in his hands 60 hours later..., and wanted all special items that no one else had in stock either, because of being back-ordered. By the fluke chance that an order I put in 2 months ago(an order that had nothing to do with his special request, but we still offered them to him) was delivered Friday evening, after 5 pm, and we got to that box(27 boxes were delivered) and I emailed him that I had the rods he wanted, and he still complained... How can he complain when he was refunded for the reels, notified we had the rods, and gave them to him today along with a check for the reels when he came in(as I invited him to do so twice). We have worked very hard to have an A+ rating. But, we responded more than fairly as we would any of the rare times someone had a complaint, and then they called us, and we made them happy. There was no way to make this man happy. In fact, when the order was obviously late, T[redacted] told her occasional fill-in to tell M[redacted] we would pay for his rod and reel rental for the day he wanted this set of rods and reels to use for the first time. He agreed, and still hounded us, and now this. I am afraid this is someone who may not ever be satisfied, no matter what ahppens. I hope I am wrong, because T[redacted] and I have backaches from bending over backwards for M[redacted].