Quote:
Originally Posted by mosesbotbol
I am not sure what the point is here? Did you get the cigars?
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Sounds like they attempted delivery a couple times and returned the package to the sender, thus wanting to charge him for Shipping again.
It sounds like he's just mad at the customer service person he got. If they didn't pass on the delivery instructions to UPS, then it's Atlantic's fault and they should bite the bullet and reship for free. If they did pass on the instructions, then it's an issue between Atlantic and UPS. The end customer shouldn't be penalized though. Atlantic should reship and work out the shipping charge with UPS.
The sign of a good company is how they deal with situations that go wrong. In this case it was obvious he's a valid customer. He's not trying to scam anyone. The package didn't reach him because either the delivery instructions were not followed or they were not passed on to the carrier. It's obviously not the customer's fault, so they should have been a bit more amenable to working things out. The 'Go Pound Sand' attitude of a lot of customer service reps have these days does a lot to make people think the Companies they work for are garbage.
Good Company or Bad Company, it's all in the perception they present through their dealings with their customers. A situation like this presents an opportunity for a company to go 'above and beyond' to make things right, rather than be dicks about it. Had they done the right thing, they'd have a customer for life, rather than losing a customer plus potential future customers warned away by the bad experience.
This might be an isolated incident, but the fact that they neglected a customer at least 1 time says it's probably happened before and will likely happen again. I'll avoid them in the future.