Dear [NAME REDACTED]

Dear [NAME REDACTED]:

I recently placed an order with your company.  You offer free shipping for orders of $XX or more.  However, when I tried to place my order your site would not process it until I checked the $X standard shipping box. I would like the $X shipping fee returned to my account and to be billed only the $XX of my order.

Best,

Buzz Dixon

. . .

Hi Buzz,

 The minimum amount for shipping is $XXX. We offer free shipping on $XX orders for first time customers if you sign up for our mailing list and receive a coupon.

[NAME REDACTED]

. . .

Hi, [NAME REDACTED]! 

I went looking for the pop-up ad you used to have when placing an order but couldn't find it.  I wanted to take a screenshot to show how the wording would mislead customers into thinking they received the free shipping ///either/// on a $XX order ///or/// being a first time customer, not a combination of the two.

The pop-up no longer appears on your site when I look for it.  Whether this is because your site now recognizes my email address and knows not to display it again or because you opted to take it down, I don't know.

If you did opt to take it down, you'll certainly agree that a reasonable person could infer you recognized the phrasing -- unintentionally, I'm sure -- would mislead customers.  I'm 70 years old and worked all my life as a writer and an editor, so I'm sure you'll agree a reasonable person would say I know how words work.

Now, here's the situation we face:   

On the one hand, you could say: "We recognize how an honest mistake could be made here and rather than lose a valued customer who is likely to keep buying from us if he feels we're responsive to his legitimate complaint, let's refund his $X shipping charge as a show of good faith." 

On the other hand, you could say: "This asshole has nothing better to do all day but sit at his keyboard generating emails that ultimately will cost us more than $X to respond to; let's not waste any more time on this and give the whiny bastard his money back."

To be frank, I don't care which option we proceed with so long as I get my $X refund.

Sincerely,

Buzz Dixon

. . .

Hi Buzz,

Thanks you for letting us know. We refunded you the $X shipping and please allow several business days for funds to appear back into your account. For future orders, free shipping is only available for order over $XXX before shipping and taxes are applied.

Please let us know if you have any more questions.

[NAME REDACTED]

. . .

Dear [NAME REDACTED],

Thank you!

Buzz

© Buzz Dixon