The customer placed his order and claims that a receipt was never sent him. Our order system is automatic and sends a receipt. Perhaps there was a system glitch? The system likewise sends a email that same day that Legacy speakers are hand made to order and that it can take time.
Our website is also very clear that legacy orders cannot be canceled and that all sales for legacy are final.
The customer called a few weeks later, upset and wanting to cancel the order. I mentioned that we would be glad to do that, but it would be fair to charge him the 4% credit card fee that we would be out. This is a non refundable fee charged to us by the credit card company. He seemed ok with that and we promptly refunded the rest and sent a proof of refund receipt from our credit card processing company that we received when the refund was given.
The next day he called and complained about the fee. He also said that he started a charge back on the whole purchase amount even though I sent him proof of giving the refund. He said that the email proof was not good enough. I asked him to please cancel the charge back since I did not want my account charged twice.
I also went ahead and refunded the 4% the next day after a phone call with him and giving it consideration and sent him a receipt. He likewise previously said that he would not post anything about the situation on Audiogon after threatening to do so. We refunded the full amount, why this post now?
We have done everything we can for this customer and have gone against our policy, giving him a full refund and eating the 4%. Legacy likewise was very kind and canceled the order even though the cabinets were just about finished and ready for driver installation.
I have no hard feelings agains the customer and wish him all the best in finding speakers for his system.
Mike Morrow
Our website is also very clear that legacy orders cannot be canceled and that all sales for legacy are final.
The customer called a few weeks later, upset and wanting to cancel the order. I mentioned that we would be glad to do that, but it would be fair to charge him the 4% credit card fee that we would be out. This is a non refundable fee charged to us by the credit card company. He seemed ok with that and we promptly refunded the rest and sent a proof of refund receipt from our credit card processing company that we received when the refund was given.
The next day he called and complained about the fee. He also said that he started a charge back on the whole purchase amount even though I sent him proof of giving the refund. He said that the email proof was not good enough. I asked him to please cancel the charge back since I did not want my account charged twice.
I also went ahead and refunded the 4% the next day after a phone call with him and giving it consideration and sent him a receipt. He likewise previously said that he would not post anything about the situation on Audiogon after threatening to do so. We refunded the full amount, why this post now?
We have done everything we can for this customer and have gone against our policy, giving him a full refund and eating the 4%. Legacy likewise was very kind and canceled the order even though the cabinets were just about finished and ready for driver installation.
I have no hard feelings agains the customer and wish him all the best in finding speakers for his system.
Mike Morrow