Seeking advise on how we should we reply to this customer!

brybenn said:
Having seen what small businesses deal with daily it's refreshing to see a company push back. That's my view anyway.
I've bought multiple items from intersurplus and never had any issues.
Admittedly their pictures could be a bit clearer but they are better than some other shops
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here is one...
 
Here's an idea, pick up the stinking phone instead of posting on here! Call the customer and take his order right over the phone and assign any inventory directly to him right on the spot.
 
I'll never understand why businesses do this. Does it EVER end well? No.

If someone makes a smear post about your business, it's fine to respond with facts. I'm all about businesses defending themselves from ridiculous customers (Which is what it usually ends up being), but it should really be beneath ANY business to go out of their way to sh!t talk a customer on a public forum. Just don't. Take this down, delete it before more people see it. You might lose a couple customers, but better to stop the bleeding now, lol.
 
I think both parties are wrong in this. If the inventory is wrong jumping to calling the credit card company instead of calling the retailer isn't the way to go and for the retailer to post something like this doesn't exactly look good either
 
Very reasonable customer email. Not sure why this is “newsworthy”. The retailer seems childish for posting this; unless done for laughs.
 
This happened to be recently with some truck parts. I called, they confirmed there parts are in stock, and ready to ship. So I ordered. Then they emailed and said these parts are back ordered and will be shipped when they are back in stock. That’s an annoying feeling.

My solution was to call the retailer and get a refund right away. And tell them what happened. I’m sure it was a call center and they didn’t really care. Btw that was tdotperformance.com.
 
I say he's been bitten a few times from other distributers advertising an item that they may only have a couple in stuck. Not checking if they can get more in stock BEFORE advertising it for sale.
 
So at last, Intersurplus (aacollectible) , did you get all the advise you needed ? Was this what to wanted/hoped for ?
 
ZF95 said:
Because some distributors take the money without actually having the item in stock. He probably got screwed before; nothing wrong with his question. you either have the items or you don’t, it’s a simple question. If you need advice on how to reply, your customer service dept needs some work.
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This I feel is more accurate, poor dude LOL.
but all laughs aside I think the guy was asking just had poor choice of words or communication.
and as mentioned there were certain places not going to mention who were doing this with the handgun fiasco
 
Rapier46 said:
This happened to be recently with some truck parts. I called, they confirmed there parts are in stock, and ready to ship. So I ordered. Then they emailed and said these parts are back ordered and will be shipped when they are back in stock. That’s an annoying feeling.

My solution was to call the retailer and get a refund right away. And tell them what happened. I’m sure it was a call center and they didn’t really care. Btw that was tdotperformance.com.
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Side note, I have 3 orders from them. All 3 refunded for the exact same reason. They didn't even have the parts in a warehouse in the US or in stock at a retailer/distributor. They full on had to source them which they gave an eta of 4-6 months the last time.
 
Be professional even when the customer is being an arsehole. If you have the brass in stock, reply to his email and tell him it is in stock.
 
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