Join Date: Oct 2009
Location: Chapel Hill, NC
• Horses: 0
Liberty, you sure missed the boat on this issue.
You are right, every business will get that customer who just cannot be pleased. They can be a real pain. However, YOUR company advertises 100% satisfaction. There is no mincing words there, unfortunately. Sometimes, you just have to suck it up and take it. You should have offered the refund, accepted the saddle back and decided not to deal with this person ever again. That saddle will not be a loss. You will sell it somewhere else.
You could have come on this forum and told us that you have done the right thing and honored your 100% satisfaction promise. We would have all thought very well of you (even if we had seen the "other side" of your business through the posted e-mails). You could have made some good impressions and, in all honesty, promoted your business with us.
Instead, you threatened the Moderation team with a lawsuit and posted very negative posts here. It has only served your business poorly, IMHO.
I hope you have learned a lesson about customer service. Good news travels slowly. Bad news travels like wildfire and can have very long term consequences.