On August 30th I ordered a couple pairs of pants from SMS through their website. I bought and paid for the pants through the website that day. I was expecting them to arrive by now so today I sent an email asking for a tracking number. They replied with:
Dear XXXXX
Thanks for your message. I have to apologize to you. We did receive your order but because of an internal miscommunication I thought that my
colleague had processed and shipped the pants and he thought that I had done it.
I am very sorry for this mix up. I have checked our stock and unfortunately we do not have the BadAss and Combat pants in the colors you are looking for.
---suggests a bunch of other ridiculous colors as alternatives---
Let me know if any of these colors will work - we're almost out of all of our old stock, so I'm sorry there is not more choice.
Best wishes
XXXXX
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my reply
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Dear XXXXX,
So the pants I ordered and paid for aren't coming?
Unfortunately since the order I placed with you I've bought jackets to match the pants at other ski sales. So I'd really like the colors I bought and paid for (and showed were available, AND STILL ARE SHOWN AS BEING AVAILABLE at smartmogul.com) on your website. I've also passed up on other quality pants at sales, because I knew these SMS pants were coming.
----me talking about other possible colors that could work----
If these items are no longer available you really need to update your website. Especially when people can add them to an order and buy them right there.
Let me know what can be done to remedy the situation. Optimal would be me receiving the two pants I ordered originally. However, ---pant description---could work for one pant, but I still need----another pant description-----.
Thanks,
XXXXX
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I figured I'd post this here and we could see how they handle it live. Maybe this thread will become a testimonial to their benefit if they make things right? It also has the potential to damage their reputation if they handle the situation in the wrong manner.
My boss ordered some pants from them as well. After I sent my email he got a reply from them of a similar nature as mine. I guess my email must've got them to finally take a look at their online orders. He had to send them the specific pant size and color info again as somehow that got lost in the process. We'll see if either of us get our pants and what they do to apologize for the inconvenience (hopefully quicker shipping or something). I really hope they pull through as I like their product.
Results 1 to 25 of 48
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09-10-2004, 01:56 PM #1
Mr. Old Lady
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Customer Service Case Study in Action (this week SMS)
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09-10-2004, 01:59 PM #2
Used Register
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Look at it this way: there's a lot of opportunity out there.
Merde De Glace On the Freak When Ski
>>>200 cm Black Bamboo Sidewalled DPS Lotus 120 : Best Skis Ever <<<
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09-10-2004, 02:05 PM #3
mutant
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Somebody better fix this, I can't go skiing with MD9 if his doesn't have any pants.
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09-10-2004, 02:11 PM #4
Never was
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Or even worse, if his outfit don't co-ooordinate!
http://us.ent4.yimg.com/movies.yahoo...erspoon/nf.jpg
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09-10-2004, 02:15 PM #5
Mr. Old Lady
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Optics, If you want banana yellow pants you're more than wlecome to them. I want what I bought and paid for on their site.
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09-10-2004, 02:22 PM #6
Never was
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Just jokes, my man.
I'm the same way, believe me.
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09-10-2004, 02:26 PM #7
Mr. Old Lady
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yeah, I figured as much, but I'm sort-of cranky right now.Originally posted by optics
Just jokes, my man.
I'm the same way, believe me.
I just want my stuff. [/being a baby]
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09-10-2004, 02:28 PM #8
Earthbound misfit
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No offer to refund?
If they don't have them, they don't have them. If they don't offer to credit your card for all you paid, including shipping... that's messed up.
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09-10-2004, 02:28 PM #9
click click boom
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I'm calling the...Originally posted by meatdrink9
yeah, I figured as much, but I'm sort-of cranky right now.
I just want my stuff. [/being a baby]
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09-10-2004, 02:29 PM #10
Mr. Old Lady
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You're calling network solutions?Originally posted by truth
I'm calling the...
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09-10-2004, 02:34 PM #11
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Yes, I hear they have your pants in stock.Originally posted by meatdrink9
You're calling network solutions?
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09-10-2004, 02:36 PM #12
Mr. Old Lady
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Well do they or don't they? I thought you were calling them.Originally posted by truth
Yes, I hear they have your pants in stock.
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09-10-2004, 02:39 PM #13
Mr. Old Lady
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They didn't offer refund in the initial email, but hopefully it's not a problem. If it comes down to that I'll never buy from their website again and I'll encourage others not to as well.Originally posted by jibij
No offer to refund?
If they don't have them, they don't have them. If they don't offer to credit your card for all you paid, including shipping... that's messed up.
I just want my damn pants!!! It's going to be a pain and cost me bunch more now that I passed up on the better deals around here if they can't find something that works.
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09-10-2004, 02:41 PM #14
No I'm not an Australian
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BadAss and Combat pants?
Are those two different types of pants or just one model with a really ridiculous name?
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09-10-2004, 02:41 PM #15
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I keep dialing the wrong number.Originally posted by meatdrink9
Well do they or don't they? I thought you were calling them.
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09-10-2004, 02:45 PM #16
Mr. Old Lady
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I wish it was one pant, that would be super extra special. You could really do cool stuff with a pant name like that. Except the pant might fail the first grade trying to spell it's own name?Originally posted by PNWbrit
BadAss and Combat pants?
Are those two different types of pants or just one model with a really ridiculous name?
Two separate pants if you hadn't gathered.
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09-10-2004, 02:48 PM #17
Mr. Old Lady
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Try this one:Originally posted by truth
I keep dialing the wrong number.
773-909-4932
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09-10-2004, 02:48 PM #18
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Do they make you badass and combative or are they for a badass and combat? You and your clothing are so enigmatic.Originally posted by meatdrink9
I wish it was one pant, that would be super extra special. You could really do cool stuff with a pant name like that. Except the pant might fail the first grade trying to spell it's own name?
Two separate pants if you hadn't gathered.
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09-10-2004, 02:50 PM #19
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Eric has no pants and would prefer it if I stopped calling his personal cell phone.Originally posted by meatdrink9
Try this one:
773-909-4932
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09-10-2004, 02:51 PM #20
No I'm not an Australian
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They probably just make you combative about your ass looking badOriginally posted by truth
Do they make you badass and combative or are they for a badass and combat? You and your clothing are so enigmatic.
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09-10-2004, 02:52 PM #21
Be good, or be good at it
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Originally posted by meatdrink9
yeah, I figured as much, but I'm sort-of cranky right now.
I just want my stuff. [/being a baby]
Yo MD9 yous better shape up or Blurred is going to tell you to "fuck yourself & quit crying like your some disadvantaged Pretty Boy"
Points on their own sitting way up high
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09-10-2004, 02:57 PM #22
Mr. Old Lady
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Originally posted by truth
Eric has no pants and would prefer it if I stopped calling his personal cell phone.
I'm calling your bluff.
You didn't dial.
It's a chicago number.
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09-10-2004, 03:00 PM #23
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Originally posted by meatdrink9
I'm calling your bluff.
You didn't dial.
It's a chicago number.
You lose. Call it biatch.
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09-10-2004, 03:02 PM #24
Mr. Old Lady
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ha haOriginally posted by truth
You lose. Call it biatch.
You may recognize the phone number from this link:
http://www.pridetime.com/contact%20us.htm
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09-10-2004, 03:05 PM #25
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Originally posted by meatdrink9
ha ha
You may recognize the phone number from this link:
http://www.pridetime.com/contact%20us.htm
Please do not explain why you had that link to garner the phone # from. The combination of that link and the badass pants is more than I can bare.
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