Wanted to send this back to my Dad for Father's Day started going through the signup process and BAM sign up complete before I found out the arriving date would be after father's day. Not the biggest deal as it should only be a day or two late. Cancel my subscription because it's a GIFT BOX which I won't need sent monthly. Carry on with the next few weeks fathers day past no box, no email no nothing. And today in my junk folder; NOT an email from a company, but an email from a rep at the company stating. "We not to send my box out because they saw how quickly I canceled". Do you think they returned my money? NOPE made sure they kept that and didn't send out any jerky. Got a day to call me, before my bank calls you
We've responded back to this customer privately to apologize and correct the matter, so this response is intended to address this situation publicly, not the customer directly.
Most of the time I will send out an initial order without needing to ask for clarification, but in this particular case, I wanted to check with the customer first based on two factors:
1. They had cancelled immediately. This alone wouldn't prevent us from sending out the initial shipment, because some customers do intend to purchase a single month, without wanting to renew.
In some cases, customers also intend to cancel and want a refund without knowing that canceling doesn't automatically refund their initial purchase.
Again, this wasn't the only factor in asking for clarification before sending.
2. The bigger factor was the reason the customer provided for cancelling. They stated that it the ship date wasn't clear before purchase and it wasn't going to arrive by the date they needed.
These two factors combined, led me to believe that they may not have wanted it since it was going to arrive past the date needed.
Rather than put the customer in the situation of needing to pay for something they didn't want or put us in the situation of having to refund a purchase that was already shipped, we asked for clarification.
The email asking for clarification was sent to the customer on June 14th from me personally — the founder of Stick in a Box.
I regret that this situation caused any frustration, it certainly wasn't the intended outcome. If anything, it was intended to avoid any potential issues for either party.
- Dana Severson
Founder, Stick in a Box