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Look, I have been in both sides of customer support. The good customer support and the bad customer support. On the bad customer support: when you have more work than you can handle, you would rather tell the customer a lie to get them off your back to buy you more time to complete all the orders that are late also. In your case it happened twice. Once they said, OK maybe we should start working on this thing, they actually found out that they did not have the package. Did they lose it? If they were extremely disorganized they certainly could; otherwise, it is also possible for USPS to have delivered it to the wrong address. I like to keep my mind open on this issue. It could be just the way you say it happened, but there could also be other explanations.
while I agree with what you said and there certainly is the possibility that they never received the package, I still think the onus is on JH simply paying the price for their bad customer service...If this had happened at any other large company with proof of such email exchange they would have to fund and take on the cost.
this is regardless if they have received it or not. They could have approached the OP with honesty, saying that although they replied and told him that his goods would be delivered they have found out that they actually never received the item, but since they have mislead and provided bad customer service they will now provide him with one free of charge. They could also have asked from the OP nicely if he would help them with USPS lost claim to recover some of the cost.
That is what I would expect from a good company. Yes they are a small company and the cost might be substantial for them but it is much better to have your reputation intact rather than have such bad customer service blasted on this site...