Easy Traveler, Inc Rum Runner Flasks CUSTOMER SERVICE SUCKS BORDERING ON VERBALLY ABUSIVE Phoenix, Arizona

5th of Jan, 2012 by User477331

To say poor customer service for a lack of a better word is an understatement. My situation occurred, well actually began on December 16, 2011. I contacted James Desmond from Rumrunners.com to see about purchasing their flasks at a wholesale rate. We came to an agreement which was 40% less than the retail prices on the website. Nothing was explained about shipping charges. On the website the shipping charges state they are $3.95 standard shipping on entire order. I was then sent a link to go to their website to pick up the order and to my surprise my order showed the price to be much higher than the 40% we agreed upon via emails. I called to question because I seriously thought it was just a mistake. Jim Desmond stated that they subtract $3.95 and then add the shipping and so the shipping was included in the price and it states that on the invoice. I explained I have not received an invoice and I wanted to see the breakdown before I purchased the products. On December 17, 2011 I received an email from James Desmond and this is the quote: "Good morning Ms. XXXXX:
Attached is the invoice that we neglected to add to your email from yesterday. I apologize for the oversight. We deduct $3.95 from the invoice when we put the order on the website because the system automatically charges $3.95 for first class shipping and we have already included the shipping in the price. I am always available at 800-XXX-XXXX if I can be of assistance.
Thank you,
Jim Desmond" When I opened the invoice it stated that the shipping charges were $15.52. I felt that was a far cry from the $3.95 that they state on their website despite the fact that they also stated they deducted $3.95 already. I actually was still interested in the order and felt they were just trying to make up the shipping for the 40% discount they were giving to me. The holiday's came and went and of course is an extremely busy time with entertaining, etc. that I did not get the order purchased. I went online Jan. 5, 2012 to purchase and my order link had been removed. So I send an email to James Desmond at 3:31 pm EST telling him that I was ready to purchase the order but saw that my link had been removed. When I didn't hear back from him I then called him directly which was at 7:04pm EST. He had somewhat of an attitude with me stating that my order sat on his sight for weeks without being picked up. I explained that we were out of town with the holidays and was unavailable to purchase until now. Now keep in mind....I am the customer. I should not have to explain. The point is that I am now ready to buy and he is now going to make a sale. He stated he would put the link up possibly sometime that evening. Today, January 6, 2012 10:45 am EST I placed my order. One thing I failed to mention was I had placed a normal "retail" order in December from this company. When my order came I received a letter with a promo code on the letter for future orders. With that being said, I went online to purchase my order today. As it took me through the process there was a section that asked if I had any discount or promo codes to apply to the order. I remembered that I did and didn't even remember until it asked me. I found the letter and put the promo code: "repeatcustomer" in which it gave me a 15% discount which paid for the shipping. So I was extremely happy. At 11:20 am EST James Desmond called. When I answered he stated who he was and that I used a promo discount code on my order and that my order had been canceled and he will not sell to me at all and hung up on me. I never got a word in. I was left scratching my head wondering what the heck. I called him back at 11:21 am EST and when he answered I asked him what kind of customer service do you call that? He then began to yell at me stating that they had the order up on the site for weeks in which I explained. I should not have to explain anything....I am the customer. He then stated that I tried to receive a discount when he was already discounting. OK...I understand that however why do they ask that question on the website if in fact they won't honor the discount. I would still have been fine with not taking the discount and just take the 40%. He refused to sell to me. He stated that I should have known better. How would I have gotten the promo code if they did not supply it to me to begin with??? To be verbally abused in this way leaves that company less to be desired. He yelled & swore at me. Canceled my order in which I have many customers waiting on this order. But now will inform them to forget about it because if anyone should have a customer service concern or problem this company will not take care of it. They will dismiss you, hang up on you and refuse to do business with you. In all my years in customer service I can say I have never been treated in such a manner as how James Desmond represented himself today. Total lack of professionalism. On their invoice they have a statement that states...."There is no substitute for excellent customer service and no excuse for less." Yeah...what a joke!!! Unless you don't care about how they treat people or try to resolve problems I suggest you beware of this company.

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