CANCEL ORDER & CUSTOMER COMPLAINT - TO YOUR MANAGER/CEO

Hi,

I'm very disappointed in the service provided so far. To date I have not received the items purchased though I had paid the $52.95 for the Global Express Air Mail service for the 3-5 business days. As per the email below, the advice was that the 'order is ready for shipment' and that we had to choose which service we'll like to use. Yet to date, we have not been given a tracking number or received the items. We have contacted the US Postal service and they were unable to assist us because I could not provide a tracking number to see whether the items were sent at all.

I have kept in contact due to the extra funds that were to be drawn from my Visa of which my bank have since cleared. I cannot express the disappointment in the lack of communication on your part. If goods were delayed or order was not sent, I would of appreciated the honesty because these things happen in business but it's now been 3 weeks and I still don't have the items yet your company was not slow to debit my Visa for the amount of AUD $190.27, 7th March 2008 with reference 617-542-5397 05/03 MA (USD $176.00) confirming that we had made our choice and items were now on its way. I should have received the goods no later than the 17th March 2008 but it's now the 25th and still nothing to show for the money you have taken.

I do not wish to do business with your company in the near future and I ask that you cancel my order and refund the money back to my Visa account. I expect a reply within 24 hours (give or take the time difference) or I will take this matter further. You have left me with no choice. Had you given me options or have at least replied to say unfortunately due to the business needs, the order has been delayed, at least I would have been satisfied. Common courtesy goes a long way but I have had no communication to say that the items have been sent, no tracking number has been provided so I'm unable to see if the postal service here could be at fault...nothing. I am grateful to Joanne who initially contacted me to apologize for the 2nd payment being made from my Visa and said sometimes it happens. She made the effort and tried to rectified the problem of which was a duplicate order. The fact that she answered me within 24 hours was evident that someone was conscience about their role and did what she could.

I'm sure you do not do business like this or provide such incompetent service to the public/overseas customers but unfortunately for me, your service says very little of your company in meeting your customers expectations/obligations and in honoring a business deal/transaction. I may be one person but it only takes one person to complain for others to take notice/or flood your website with complaints. I could be vindictive but I'm not but your next customer might be.

All I ask is that you cancel my order, refund my money and we'll leave it as that. If the goods have been sent from when this email has been posted, I will return them ASAP. If anything due to the inconvenience, I should receive the goods free considering your business did not honor your end of the deal as promised from your online website though within a day of ordering the items, you had no hesitation in taking my money. I could take this further and complain that you have stolen my money because technically you have as I do not have the items but because I'm a business woman myself, I will retain my work ethics regardless of others and keep my word in returning the items if they do arrive within the time I am expecting a reply to this email and hope you do the same with my money.

I do expect a reply to this email and hope in future that you provide better service and communication to your oversea customers or clients. Please regard this email as an official complaint against your company and that I have confirmed that I am cancelling the order and want the money refunded ASAP.

Very disappointed customer,

Lode Schwenke

(Email User - my work email if you need to contact me direct during business hours)

From: Email User

Sent: Wednesday, March 05, 2008 7:48 AM

To: Email User

Subject: shipping options

Dear Ms. Schwenke: Thank you for your order. The order is ready for shipment, so here are the least costly shipping options:

*Global Priority Air Mail through the US Postal Service: $44.95 US with insurance & tracking (6-10 days)

*Global Epress Air Mail through the US Postal Service : $52.95 US with insurance & tracking (3-5 business days)

The other options are UPS or FedEx Int'l, but they are more than twice the cost of air mail, so we thought one of these options listed above would be most suitable. Please let us know which option you prefer, and we will get the order underway for you promptly. We appreciate your business with us. Gary is out of the office, so he asked me to email you on his behalf.

JoanneGreen, Customer Service AT www.bigmen.com

BIGMEN.COM | The Stout Men's Shop

www.bigmen.com

617-542-5397 / 800-458-5650 (9:30A-5:30P EST)

Email User

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