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I just experienced, simultaneously, both the best and worst customer service I've ever had. I had a conference call between customer support at Paypal, and customer support from (well, let's just call them Company OP)
Long story but..... On March 3rd I ordered a fiber optic front site for a rifle I own. This site is rather uncommon, and Company OP had it in stock, for a decent price, and a good price on expedited 3 day shipping. I decided to purchase this item using my Paypal account for extra security, which I am glad I did.
As I had paid extra for 3-day shipping I was expecting delivery no later than March 8. By March 11, I got a little worried and called Company OP to see if they had shipped it, as I had yet to receive an email with a shipping notice. As it turns out, their "in-stock" item was something they only ordered when someone purchased it. They don't keep one on hand usually. As I had paid extra for quick shipping this was a little irritating, but it was only an extra $1.50, so no big deal.
I finally receive my package on March 24. It seemed a little light, and when I open it I knew why. The box was EMPTY. Another call to Company OP. They inform me that their processing department would investigate, and pending the outcome of an investigation they would get me a replacement within 5 business days, with a guaranteed email containing shipping information.
By March 30, I still had not received an email, so another call to Company OP. Item is backordered, but due to arrive at any moment. I get told the tracking number over the phone, but still no email.
April 12. Still no package, still listed as backordered.
April 14. The wait is too long. Called Company OP to cancel order. I get told a refund would arrive in my Paypal account within 48 hours.
April 16. I check my Paypal account. I have received a PAYMENT from company OP. Not a refund, but a payment. This means I incurred a $1.55 charge from Paypal as the "seller of goods". Not only that, they didn't refund the price of shipping. This means I have basically lost $9.06 for no gain. Quick call back to Company OP. They assure me it is a mistake on PayPal's end (yeah, right) and insure me they will refund my shipping and straiten out the service charge.
April 20. I have yet to receive any additional refund. Another Call to Company OP. They assure me they have all ready sent a refund, and they it must not be posted to my PayPal account yet. As PayPal is instant, this is complete gak, but I give them the benefit of the doubt.
April 21. Checking my PayPal account, still no refund. I decide to call PayPal instead, just as their service lines open for the business day. I talk to "John", who carefully listens to my story, and confirms that Company OP "refunded" my money improperly. As John is not super busy at the moment he suggests we do a 3-way call with the customer support at Company OP. John stays silent while I talk with customer support, where they once again blame PayPal. That's when John makes his presence known. John calmly, but firmly, rips the customer support from Company OP a new one. He's not impressed that they are blaming PayPal. John just openly states that he is currently looking at all the information, and knows the truth. He then flatly states that he is erasing my service charge, and forcing a refund of shipping charges. Customer support from Company OP is mad, but can't really say anything about it. Afterwards I thank John profusely. He calmly tells me that it's just his job, and that's what he's there for.
COOLEST GUY EVER.
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