Mouser Electronics, Inc.

Customer entered order on our website 5/at 9:58pmOur business hours are 7a-8p, thus the order was picked and packaged on 5/It was packaged and ready to leave the facility at 9:08amAn email was generated to the customer at this time letting him know that it would be shipped at that time,
which also includes a link to track the package.Shipping carrier chosen was Economy ShippingOur message shown on the website for this option is: "Delivery time for Residential Economy Shipping orders is an estimated 3-daysIt may take up to hours for tracking link to become available."On 5/25, at 7:13pm, the customer requested we cancel the order and apologized for the inconvenience via an on-line requestAt 8:15pm, a Customer Service Rep responded to let him know we could not cancel because the order had already shippedThe CSR asked if he would like to return the part for a refundOn 5/26, 1:35am, the customer responded and said that "we both know you have sat on my unworthy order request for hours and it has not shipped" via emailAt 8:am, a CSR responded and explained that once it ships it cannot be cancelled again, also reminded him of the economy shipping timeframe and said "we will be happy to process a credit for the cost of the merchandise"I have since called the customerHowever, the number in his Mouser account is not a working numberAnd, the number listed in the Revdex.com site is a wal-mart pharmacy numberI emailed *** *** today to again apologize and request more information about his experience to determine if there was more we could doI also refunded the full amount of the shipping charges for as a show of good faithWe do not believe in profiting off of an unhappy customerThat should be seen on his credit card within the next day or twoI hope that *** *** responds to my email to resolve any confusionThank you

Has the consumer previously contacted you or someone in your business about the enclosed complaint? Yes
After reviewing the complaint, inidcate its current status in your response:
__X___ We have settled the complaint to the consumer's satisfaction
_____ We intend to settle the complaint
(state date)
_____ We feel this complaint is unjustified
_____ None of the above fits this situation
This was a valid complaint that has been handledWe should have supported the customer in a friendlier wayThis is not consistent with our practicesWe have trained and coached and are working on our product information to determine if we can make it more clear