On yesterday's date, November 13th, 2010. I was assisting a friend in navigating thru your website to purchase fish, she is admittedly, not computer saavy; thus her request for help in placing her order. She, along with several others were wanting to order fish from your company. In the process of ordering, we were directed to choose an alternate shipping method than the one we chose for $10 and told that the method we chose was for supplies only.
To all our surprise, the alternate shipping method was over $40! At that point, we went to the 'live online helpline' and requested that our order be cancelled.
Well, it seems that the surprises were not yet over! To our disbelief the customer service representative was rude and hostile, accused us of, "purposefully changing shipping methods, wasting the company's time and told that not only would the order be cancelled, but her account would be cancelled." The online rep then said; "please get your fish elsewhere!" and hung up the line.
I cannot believe that this is sanctioned, 'customer service'. Are all customers dismissed this way for a change of mind on an order? The cancellation was requested within a few minutes of the order being placed, its not as if the fish were in transit! It should matter not, a customer should be treated with respect. The cancellation was requested timely and respectfully. Is your business so lucrative that you treat customers rudely and tell them to take their business elsewhere?
Your company lost several customers with that single rude transaction and we intend to pass the word. Indeed, we will take our business elsewhere
Product or Service Mentioned: Somethingsphishy Shipping Service.