Customer won't stop messaging
Has anyone had problems where a customer won’t stop sending messages? I ask in general, the customer is in fact on an auction platform, but the same general question would apply to Amazon. Customer purchased item last Saturday. Posted Monday. Monday we get a message saying that the estimated delivery date of Tuesday to Wednesday is too late and they want it by Tuesday. Advised the date is estimated and unless they had paid £9 extra for Royal Mail Special Delivery the date is always just an estimate. Tuesday comes no item… messages… several… Wednesday more messages. We send polite replies to the customer and always get an open ended question back baiting for a reply… By the end of Wednesday we simply send if they had problems speak to customer service and open a goods not received case, which they did but not before sending us abusive messages. We report this to the auction site who advised they cannot do anything until the case goes to appeal next week. Thursday and today more messages from the customer asking what’s going on? Have stopped replying as they just keep reply back with aggressive answers and have simply copied and pasted the tracking number over and over… I appreciate that the item is late… Royal Mail seem to be taking 4 - 5 days to deliver our 2nd class items at the moment. But the customers behaviour is very odd and while I don’t mind giving a refund I feel their behaviour is unacceptable and doesn’t warrant one.
0 replies
Seller_64jziShTiTjOq
Sounds like an idiot who assumes everything ordered online gets delivered next day, if not the same day. Don’t think you can do any more than you already have
Seller_B4VbHpnDLDLAU
I had this once item had showed as deliverd, this women went into a full on panic because it was not in her hands, we had around 30-40 messages in space of a few hours ranting and ranting. I rang “auction” site to stop same response and while on phone more came through.
Eventually I had a message from her that her partner took it in etc. absolutely no apology.
Seller_qZO3ZCjoBXEeL
Why are you posting items with a EDD of 1-2 working days using RM 2nd Class?
RM 2nd Class is usually pretty much always 2-3 working days, yes it can arrive faster but they make no promises and it is often slower esp at the moment. An order placed on Saturday should have had an EDD of Wed-Thurs if you are using 2nd Class postage I would have thought?
If your shipping times more accurately reflected your choice of postage service customers might be more understanding.
Seller_Sp0MDHOM1olT2
I’ve had a few like this. I normally slow down my responses to 1 a day which seems to cool them off a little. If it carries on I’ll fulfil all my obligations but block them from bidding and ignore future messages.
If they open a case, wait until right at the deadline and then refund if it’s not arrived.
No point getting wound up and wasting time on these people. They’ll never be happy whatever you
do.