Business ProfileforLiftmode

I attempted to place an order today, 3-28-22, for a product on their site.Their checkout process was not working, so I reached out to them in chats. They said they could process the order over the phone.I couldn't immediately place the order but told them I would call back.I started asking them questions in their in-app chat. I was browsing the internet at the same time and would come and go in the chat and ask questions as I thought of them.When I reached out some time later, an associate *** told me I was wasting his time and that they had been tied up with me for an hour and a half with no resolution and me just asking the same questions over and over and it was taking away from their time to help other customers.I was unaware that keeping the chat open meant that they couldn't help other customers. I thought it ended and then picked back up once I typed something new.At several points during the chat, it prompted me to rate the interaction. I rated each interaction honestly and did not act mean or hateful to any associate.*** saw that I had rated one of our interactions negatively, so he launched into a tirade saying I was an abusive customer. He then sent me an email saying he banned my account.I tried to call and speak to someone and got ahold of ***. He started yelling at me over the phone saying I was an abusive customer. I asked to speak to a Manager and *** told me "they" didn't have time for that or for **** then went back to the in-app chat and started asking questions about different products and *** came on and said I was banned and they wouldn't sell any products to me.This was all within the span of about 1.5 hours where I was a new customer and just inquiring about their products and services.Somehow it went from me chatting with them in the app, to their employee *** yelling at me over the phone, sending me emails that he was banning me and saying I was an abusive customer. All because I asked a few questions in a few hours.

To whom it may concern,We appreciate any and all customer feedback and I (***) have been working in **************** with ********************** for nearly a decade. Most often reviews of naming me and the quality of service I provide as the **************** Manager are ****** and highly rated and deeply appreciated reviews of my effort to see to all customer's needs.******************* contacted us by Chat attempting to use a coupon code that was not issued by us, but was having trouble completing his order. We have had some issues with our new website and understand that sometimes customers are frustrated. We attempted to direct **** through some steps to enable him to complete his order online, but since he was unable to do so, we invited him to simply phone us - which he did immediately. Though he had already given us a negative support rating.After setting up his account and order and applying the coupon code without incident, we only needed his payment to complete the order and unfortunately the line was abruptly disconnected.We phoned **** back immediately but he did not answer when we tried to reconnect. He then reappeared on the Live Chat where he gave us yet another negative support rating though we were doing all we could to assist him. We asked him to simply phone us back to complete the order but he insisted on complaining further about our service on the Live Chat.When asked if there was anything further we could assist him with he said no but remained on the Live Chat for 90 minutes total without allowing us to assist him by phone. When we reminded him that we were awaiting his call he said someone was on his phone so we waited but again received more negative ratings. We simply asked **** again what we could do to be of service and instead of directing any questions or suggestions he again said no- he was done but remained on the Chat. When we mentioned the amount of time we had been on the Chat awaiting an opportunity to serve him he accused us of claiming we were inconvenienced. We explained there was no inconvenience but that we just wanted to take care of him and had other customers to assist, so we were again - simply awaiting his return call. He then gave us more negative ratings and demanded to speak to a supervisor.It seemed that no matter what we offered this customer as my other agent ***** also engaged him - he was determined to find fault with us and accuse of things that were inaccurate and untrue. We then warned him that though we were eager to assist him we do not tolerate risky or abusive customers to which he got really upset and accused us of threatening him. He then said he would share screenshots of our Live Chats and slander us online with more negative ratings claiming we "refused him support" which again was baseless and false.Clearly being unable to assist this customer we explained again that we were not resisting nor refusing to help him - simply awaiting his callback - to which he again insisted on "escalating" his supposed dissatisfaction and that he would tell everyone how terrible our service and company is. Seeming to therefore be a risky customer who not only refused assistance but accused us of not offering it and threatened to slander us online, so in keeping with our policies - we closed his account and notified him that we would not be able to serve him at all.His response was to then threaten us more and claim falsely that we threatened him to "make a payment or else" and other absurd accusations contrary to the very generous and professional service we provide. He refused to cease contacting us with harassing and threatening messages and then phoned us finally. We offered to simply assist him at that point and reactivate his account to which he refused and insisted on yelling arguing and chastising our staff further.We serve customers from all over the world daily and mostly without incident - so this customer's fallacious accusations and determination to do harm to the reputation of our business is precisely why it was determined that we would not accept his business.It is unfortunate and though we assumed it may have been a misunderstanding and were open to reopening his account if he would simply cooperate with us, he was determined instead to harass us and try abuse our personnel. His account was closed and though we made it clear we would not be able to serve him he continued to contact us to harass us further and surely posted out of context screenshots on various social media platforms and yes even contacted the BBB to try to do damage to our company and highly rated professional reputation and deeply appreciated and individualized customer care.We strive to not only remain professional but personable and to offer a better day to anyone who contacts us for any reason. Unfortunately, this customer was determined to expend and excessive amount or energy trying to tarnish our reputation online and to damage our business standing with the BBB as well. We did apologize to this customer and closed his account professionally and we asked that he no longer contact us with harassment and false accusations. Please let us know if there is anything we could do to better serve our customers than we do and /or to have handled this situation any better. After sharing the correspondence with my Administrators I was assured that the call to ban this customer was clearly the right one to make as he went out of his way to slander us as much as possible.If there is anything further we can do to rectify or recover our good standing, we eagerly await your reply and thank you for your kind consideration and time.Warm regards,*** and the LiftMode Team