Buffalo Trader Online

This is simply another case of a customer that did not read our Terms and Conditions, available several times during the ordering process and again in the order confirmation email. Our shipping window is 7-14 business days for most items. If an item is on backorder for more than 14 business days, it is marked "out of stock." None of our products indicate "in-stock" and only indicate availability if the item is discontinued or has limited inventory available. While we do run out of sale products in between shipments occasionally, we time our new shipments to fulfill orders within our policies as outlined or we notify by email when there will be a delay. His order would have shipped on April 18th if he had not been so rude that I felt compelled to cancel, refund the order, and block him due to excessive, harassing emails. Our Terms as posted online can be found here under the Contact link: https://buffalotraderonline.com/pages/terms-conditions

The email correspondence below will clarify the situation. Pay particular attention to my initial response to this customer after his first inquiry on 4/5/19.
SUMMARY:

1. Customer lied when he said he was checking on an order that was late. He did not read our Terms and Condition neither before, after, or when we resent his order confirmation email after the first response to his inquiry. His order was placed on 3/29/19, not counting weekends or holidays, his order would have shipped on or before 4/18/19.

2. Claims we promised his order would ship by the end of the next week. Not true. See the sentence, "Your order is only 1 week out so I would expect sometime next week most likely." No promises but does indicate an anticipated ship time frame.

3. Customer claims he answered, "I said OK, no problem" to the 4/5/19 response. Customer did not respond until the April 12th rude email so if he was Ok with the terms as stated, why was it suddenly a big issue for him? The order was not late. This was a revenge tactic because we canceled and refunded his order. He obviously was under the impression that he could bully us into shipping his order ahead of others. After seeing his second email that certainly was rude, I no longer wanted to do business with this person. In my 10 years of online experience, no matter what you do for this type of personality, they will still be unhappy and complain.

4. After I canceled his order, he then proceeded to make threats against my company and only goes to prove my points in #3. We have the right to refuse service to anyone, with or without cause. When a customer places an order and pays online, he/she is agreeing to said Terms and Conditions. We cannot control whether people actually do read or agree or not. Because this customer continued to send harassing emails after he was refunded with a second email address, he left us no choice but to block his second email and his profile.

5. We've had similar Revdex.com complaints in the past by customers that behaved similarly and left revenge comments very similar to his, even a few that were completely unrelated to our online business (Google) and I responded as such. We've seen this behavior by others that have also used the Revdex.com as a weapon to intimidate and threaten a business to bend to their will. The entitlement attitude will achieve the same action by me or my staff every time. This customer is attempting to destroy the reputation of my business for standing up to his bullying tactics. I don't put up with this type of behavior in my brick and mortar store so I'm certainly not going to tolerate it online. I would suggest if this customer does not want this to happen to him again that perhaps he should conduct himself in a respectable manner at all times when communicating with a business and by all means take the time to read any seller's Terms and Conditions before placing an order.

6. I will not be apologizing to this person. If anything, he owes me an apology and I will not fill this order as it was canceled and refunded on 4/12/19 in full and this customer has been warned not to make further contact with my company. As far as I am concerned, this matter is closed on my end.

Forwarded Message
Subject: SPAM Re: ORDER STATUS UPDATE Re: Order #XXXXXXXXXX
Date: Sat, 13 Apr 2019 04:29:03 +0000
From: ***
To: Buffalo Trader Online

Number one, you told me it would be put by today. Two, your website said in stock, now your saying it'on back order. If asking about a purchase is rude to you I think you need to find another profession. Here'a free business tip, when people are giving you there money for a service or good, there going to follow up on it, especially after 2 weeks. Trust me, I won't sound rude or spiteful, I'll sound like a customer who was strung along for 2 weeks and lied to. A screen shot of your last email to me will be evidence enough, and if it'not I don't care, people can judge for themselves. You know as well as I do that those reviews matter. Try all you want to make it seem like they don't, you'll see

Sent from my iPhone

On Apr 12, 2019, at 8:07 PM, Buffalo Trader Online wrote:

That'your choice. What exactly are you going to complain about? There aren't any laws that say a customer has the right to treat a business owner or its employees with disrespect or to be rude when said business hasn't done anything wrong. The verbal contract is that you agree to our terms when you place that order. It'that simple. Go ahead and complain. What can you say that won't make you look spiteful and more rude? That it was you that didn't read our Terms & Conditions before placing your order? That you sent two rude emails demanding special treatment? We do have other customers too you know? Or maybe you would like to whine like a little baby because you didn't get your way by being nasty? I'm the owner and it'my choice to cancel an order and not complete a sale when a customer is so belligerent and rude that I no longer feel obligated to be polite and serve that so-called customer. It works both ways. Courtesy and respect is earned. Take your money and go somewhere else. I neither have the time or the inclination to argue with you. I'll be blocking your email now too.

On 4/12/XXXX XX:XX PM, *** wrote:
So let me get this straight, your website indicated you had planned a full stock of this item, after two weeks you're telling me it was on order, and now you're telling me you're canceling my order without my permission. What great business practices. I'll be taking my dissatisfaction to yelp, google reviews,the Revdex.com, and any other review website I can think of.

Sent from my iPhone

On Apr 12, 2019, at 4:38 PM, Buffalo Trader Online wrote:

Would you like to cancel this order? There is no reason to be rude or impatient. We are still within the 7-14 business days and some items do take longer than others. You can either wait or we can refund your order and you are welcome to make your purchase elsewhere. We ship hundreds of orders each week and we treat each order with the same care and attention as yours. Our notes on this order state we are awaiting a new shipment of signs from our supplier to fill your order as well as many others. We have our terms and conditions posted in multiple places for this very reason. If you don't want to wait, just say so and we'll gladly cancel this order.

Customer Service

On 4/12/XXXX X:XX PM, *** wrote:
So it'now been 2 weeks and my order still has not shipped. I was told last week that it would be going out this week. Here we are at the end of the week and still nothing.

Sent from my iPhone

On Apr 5, 2019, at 9:32 AM, Buffalo Trader Online wrote:

Hi ***,

Our shipping window is generally 7-14 business days for most items. Our signs tend to ship faster than that in most cases. Our annual sign sale is always a big success so we are a little backed up but we're shipping orders in order as received as quickly as possible. Your order is only 1 week out so I would expect sometime next week most likely. You will receive an email that will include a tracking number once shipped.

Customer Service
On 4/5/XXXX XX:XX PM, *** wrote:
When will this ship ?

Sent from my iPhone

On Mar 29, 2019, at 5:43 PM, Buffalo Trader Online wrote (edited:

Thank you for placing your order with Buffalo Trader Online!

This email is to confirm your recent order. IMPORTANT:

Please allow 7-14 business days for shipping notification for open stock and in-stock items. Some larger or special order items may take longer. You will receive an email notifying you if additional shipping fees are due and/or when your order ships that will include important

As you can see from this customer's response again, his remarks are full of personal attacks and insults and he takes absolutely no responsibility for his part is what caused his order to be canceled to begin with. I believe I've given more than ample proof here to justify my motivation for canceling this order and refunding this person.

This customer has been refunded in full for both orders. He has not given his bank nor mine time to process either refund back to his card. It generally takes 3 business days to process a refund and that's only after the funds have been received by us first. Refunds are NOT instantaneous.

The first order he entered 1 gift wrap (charged each) and only paid for one gift wrap. He ordered 3 signs so when we emailed and asked him which sign he wanted wrapped, he responded very rudely that he had paid for three gift wraps but he in fact did not. I received three emails from him in the middle of the night with lots of exclamation points claiming that we had messed up his order and tried to convince me that he had paid for 3 signs and 3 gift wraps. We didn't enter his order. He did. We do not take phone orders and all information entered is done by the customer only. Im my email to him, I did offer to invoice him for two additional gift wraps at a rate of $10 (2 more gift wraps) and it was at that point he began bombing us with accusations. I even re-emailed his order confirmation to show him the math on his order as he had entered the order but he continued to be argumentative and was very rude in his responses. The man obviously does not understand simply math; subtotal including the one gift wrap, the shipping charges, and the total was all there. He even sent us back his order confirmation email that showed the exact same math I had explained but he wouldn't have any part of my explanation. His math was $10.00 off and he kept arguing even after I broke the math down three different ways for him hoping he might get it eventually. On 10/27/18, I received one more email from him telling us to not wrap any of the signs. At that point, I decided to cancel this order and refund this customer. The explanation given him was indeed for his being so rude and uncooperative. On October 30th, he placed a second order, this time for only 2 signs and no gift wrap. Again, I canceled the second order along with the explanation that his business was not welcome and to not order with us again. He immediately emailed with instructions for us to re-order the signs and add the third sister sign to it. At that point, I responded and told him exactly what he said above in his complaint; "Your argumentative, nasty attitude and accusations is why your orders were canceled. You will need to make your purchases elsewhere. Your order was canceled twice and will not be accepted again. We have the right to refuse service to any customer, with or without cause. We will be blocking your email now so no further communication will be received."

I did eventually block his email because he continued bombing us with derogatory email. We have the right to refuse service to any customer that treats me or my staff badly. Both profiles have been blocked from future purchases and should he try to order with us again, his order will be canceled, refunded, and blocked. This man obviously does not understand simple math...........not worth it! I was not rude to this man but I was honest with him about why his orders were canceled. Being civil matters and there was absolutely no reason for this man to be so rude and nasty with me or my staff. I've attached this customer's first order that clearly shows all the math. I've also included screen shots of each order showing both have been refunded and canceled. This is yet another bogus complaint by someone intent on doing financial harm to a small, family-owned and operated business for absolutely no reason.

I believe I have already made my point quite clear about this customer's behavior and now, he has again made ridiculous accusations in his second response. Our company made a well thought out, rational business decision not to do business with this person, pure and simple. By his own admission, he has moved on with his purchases elsewhere, exactly as I advised him to do. What exactly is the point of this complaint other than to stir trouble where there shouldn't have been any at all. If a customer behaves badly in a public brick and mortar business, the customer is asked to leave by management. This situation is no different. This customer has been refunded in full so as far as I am concerned, this matter is closed. Thank you for your time.