ComplaintsforBuyMassageTables.com LLC

• Initial Complaint

  11/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 23 ,2022 I purchased a massage table for 463.00 on the online store. Shortly after my purchase, I was informed the table was out of stock and I could order a different table. I responded quickly and said ok but I didnt want to pay the difference. At 11pm pst I recieved an email from the supervisor saying it was 2am est and the store was closed and if I could be more respectful to her employees. What? I have never dealt with this erroneous type of customer care before. I cancelled immediately and received a very passive aggressive email back in all caps that I wasnt due a refund because they never charged, wow . Im in shock. I wouldnever speak to a customer this way . I will never shop there again .

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/12/01) */ Dear Sir/Madam: Can you please provide the customer name and/or order number, as we searched our database and see no customers by ******* *******. Does the order go by another or similar name? Once we have the customer details, we will be able to pull up the chain of communication and attach it here. Our staff deals with top spas and casinos nationwide and have been diligently trained to handle situations large and small, without bias. We apologize for any confusion and we would like to review the email communication. Please advise at your earliest convenience. Warm Regards. Consumer Response /* (3000, 7, 2022/12/02) */ ***** ******* <**********************> Thu, Dec 1, 6:11 PM (13 hours ago) to me My name is ******* ******* ******* . And absolutely not there response is not satisfactory. I.dont care how many accounts they have they were incredibly rude and hateful.towards me. Unresponsive with a expensive item. A 500.00 massage table they didnt have in stock and the manager was completely nasty towards me ,because they are on wast coast time. Im on west coast time so mabey they shouldn't sell on the west coast . I can give you a screen shot of my interaction if you like. Business Response /* (4000, 9, 2022/12/02) */ Dear Madam: We have reviewed the correspondence under the alternate name provided and we found the following: 1. The item you purchased went out of stock with the supplier due to the fourth quarter buying rush. Alas, due to supply chain issues, this is very common and suppliers especially do not notify retailers of stock in an expeditious manner. However, we immediately informed you as soon as we found out it was out of stock. 2. Our representative went a step further and offered you a ready-to-ship alternative. Instead of just telling you an item was out of stock, they wanted you to have another option. This was their last correspondence which was end of business day Eastern Standard Time, our time zone, same time zone as our ***-customer service phone number which you had previously called. 3. You proceeded to send several after-hour emails. The first was asking for the difference in price. Then, you mentioned you shouldn't have to pay any differences, if any. 4. Lastly, you sent a third email at 2am EST, after business hours, with the following (picture file also attached). Mind you this was sent hours after us giving you the alternative and after business hours: "Are you going to send me the other table ???????????i need a table and a response asap!!!!" 5. At this point, and to avoid further escalations, a supervisor who was up feeding their child at 2am emailed you back and asked you to please be patient and courteous. It is their right to request courteous communication, as it is your right to receive the same. As you can see by the mass punctuation in your correspondence, this was unwarranted as we offered you an alternative and you were not willing to wait until opening hours the next business day. 6. You then requested the order be canceled and I quote: "Cancel my order . I want a refund." 7. The supervisor obliged and sent you a form email, which has been used for 10 years in our company to inform clients, both independent practitioners and resort chains, of any out of stock status. The bold print is directly in the email because most folks assume there will be a credit on their card, whereas we do not credit, we simply void the authorization and you would see no charge at all on your statement. In order to avoid confusion, we make sure we capitalize this part as most folks simply skim over emails due to having a busy day. We do not want them missing this important piece of information. We apologize that it may have seemed any other way, as this was not intended. We did as you asked, we politely canceled the order, even though we provided you an alternative. We wish you the best in your professional endeavors and Happy Holidays. Consumer Response /* (4200, 11, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thry did apologize. Nor explain theirbad custommer service .

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