budsgunshop.com
Member
In our +5 years we have been very fortunate to accumulate over 92,000 registered customers on our website. I have learned to accept that we will only satisfy 99% of those. It is not just my opinion, it is a time tested percentage proven by both Gunbroker and Ebay, whereby we maintain a 99% positive rating after +/-5,000 buyer feedbacks. If you are familiar with either of those auction sites, then you know the feedback ratings are hard earned, and not able to be manipulated by the seller(us)...so they are among the best unbiased indicators of overall customer satisfaction.
Anyway....back to the "1% Club" as we now like to refer to them. A recent customer of ours is posting unfair negative claims on several forums . Of course, you only get to read his version, of his side, of the story....which, when I read it, does make us/me sound like the bad guys. I assure you there was more to that story....but he said - he said....so enough of that already.
I would just like to clarify the major issue of that post, the 10% order change and/or cancellation fee. Just a few major points that were either missed, or misinterpreted in that other post:
1. There is a very large POP UP that appears when you attempt to CONFIRM your order on our website. The POP UP details the 10% order change and/or cancellation fee as well as all of the other product return options. So, for the people in that post claiming we were "hiding the policy" in the terms and conditions section of our website, you did not see it because you were not placing an order with us. It is IMPOSSIBLE to confirm an order on our website without seeing the POP UP and agreeing to the terms/fees by clicking "OK".
2. We do not like the 10% order change and/or cancellation fees. I would personally much prefer that it did not exist. However, when it did not exist, we were completely overwhelmed by irresponsible people randomly placing orders they never completed, or wanted to make changes every 15 minutes as they continued to research the web AFTER placing their order. We had two choices, either punish our good responsible customers by raising all prices significantly to offset the losses in efficiency (= money) caused by these whimsical dimwits....or punish the whimsical dimwits themselves by instituting this 10% order change and/or cancellation fee. Obviously, we chose the latter. Just for example, before instituting the 10% fee, we had one person who placed, and then later canceled, 29 separate orders over a two year period...and never actually completed one transaction. (i.e. "whimsical dimwit")
3. Rules and Policies are made to be broken. As the co-owner of budsgunshop.com, I commonly make concessions for good people who make honest mistakes. However, when a person who makes a mistake contacts us and immediately becomes belligerent, and proceeds to tell us how they are NOT going to do this or that....without even first asking for consideration of their situation....well, my tolerance for that kind of nonsense is admittedly very limited, and the outcome is usually not in their favor. Maybe I need to exercise more patience, or learn to adopt the "customer is always right" attitude....but I just do not respond well to unnecessary verbal or email abuse.
Our patience has definitely been put to the test these past couple of weeks as "panic buying" set in and sent our gun sales (and associated calls, emails, working hours) soaring off the charts. We were completely unprepared for what transpired.....and during this time, we made even more mistakes than usual. However, we own up to our mistakes, we humbly offer to make things right, and we are very appreciative when someone finds it acceptable to allow us to make things right.
Please don't read bits and pieces on forums and assume the worst. If you have questions or concerns about our operation....just ask me.
Thanks for your time,
Rex McClanahan
Vice President
BudsGunShop.com
Anyway....back to the "1% Club" as we now like to refer to them. A recent customer of ours is posting unfair negative claims on several forums . Of course, you only get to read his version, of his side, of the story....which, when I read it, does make us/me sound like the bad guys. I assure you there was more to that story....but he said - he said....so enough of that already.
I would just like to clarify the major issue of that post, the 10% order change and/or cancellation fee. Just a few major points that were either missed, or misinterpreted in that other post:
1. There is a very large POP UP that appears when you attempt to CONFIRM your order on our website. The POP UP details the 10% order change and/or cancellation fee as well as all of the other product return options. So, for the people in that post claiming we were "hiding the policy" in the terms and conditions section of our website, you did not see it because you were not placing an order with us. It is IMPOSSIBLE to confirm an order on our website without seeing the POP UP and agreeing to the terms/fees by clicking "OK".
2. We do not like the 10% order change and/or cancellation fees. I would personally much prefer that it did not exist. However, when it did not exist, we were completely overwhelmed by irresponsible people randomly placing orders they never completed, or wanted to make changes every 15 minutes as they continued to research the web AFTER placing their order. We had two choices, either punish our good responsible customers by raising all prices significantly to offset the losses in efficiency (= money) caused by these whimsical dimwits....or punish the whimsical dimwits themselves by instituting this 10% order change and/or cancellation fee. Obviously, we chose the latter. Just for example, before instituting the 10% fee, we had one person who placed, and then later canceled, 29 separate orders over a two year period...and never actually completed one transaction. (i.e. "whimsical dimwit")
3. Rules and Policies are made to be broken. As the co-owner of budsgunshop.com, I commonly make concessions for good people who make honest mistakes. However, when a person who makes a mistake contacts us and immediately becomes belligerent, and proceeds to tell us how they are NOT going to do this or that....without even first asking for consideration of their situation....well, my tolerance for that kind of nonsense is admittedly very limited, and the outcome is usually not in their favor. Maybe I need to exercise more patience, or learn to adopt the "customer is always right" attitude....but I just do not respond well to unnecessary verbal or email abuse.
Our patience has definitely been put to the test these past couple of weeks as "panic buying" set in and sent our gun sales (and associated calls, emails, working hours) soaring off the charts. We were completely unprepared for what transpired.....and during this time, we made even more mistakes than usual. However, we own up to our mistakes, we humbly offer to make things right, and we are very appreciative when someone finds it acceptable to allow us to make things right.
Please don't read bits and pieces on forums and assume the worst. If you have questions or concerns about our operation....just ask me.
Thanks for your time,
Rex McClanahan
Vice President
BudsGunShop.com
