Business ProfileforOnline Vending Machine Sales & Service, Inc.

I placed an online order that calculated free shipping and then later received a **** for a 30% shipping charge. After I questioned it, I received the following nasty email from the President saying the error in their website calculation was my fault. "I would say that you should have probably read all the information on the listing to make sure you understood the facts. I understand that you may have made an error and it turned out as it did." Got second hostile email from *************************, President that said I should be embarrassed for not understanding. Extremely rude!!

This customer placed an order on our website for an item which was not included in our free shipping program for schools which we have had in place for over four years. When we received the order, it was immediately flagged for having been placed improperly. We contacted the number provided and were able to reach the customers assistant and we explained very nicely what happened. We have a very large note in big bold blue writing that no one can miss even if they tried. It clearly states that the item in question is not included in the group of products which qualify for free shipping once a minimum $150 purchase is reached, and a special promo code is insert at checkout. The assistant understood very clearly the error which was made and said she is sure that under the circumstances that I explained to her that the customer would not have a problem paying for the shipping charges. She said she would give her boss the message as soon as she was out of a meeting. I told her we would send the customer an email explaining everything we had discussed.I emailed the customer explaining in a very nice way in detail what happened and sent her a picture of the listing with the very large notice mentioned above. I received no call back from the assistant or ******** and received no response to my email which was extremely nice in explaining the situation and that we understand that it was probably a genuine mistake when placing the order. We then sent an invoice to the customer to reflect the shipping amount that would be due, and we assumed they wanted to move forward based on my conversation with her assistant.We then received a very rude response from the customer. Here are her own words.I am not paying this. My order was over the $150 to qualify for the free shipping. If this is not available, then I want to cancel the order. It is very unethical for you to charge me additional fees two days after the order was placed.I explained to the customer in my communications that I understand that she may not have seen the note on the listing and that she may have made a mistake giving her the benefit of the doubt. However, I asked her if she had seen the notice posted on the item she purchased and she acknowledged that she did, but she added it to the shopping cart knowing full well that she should not have done so and that it would not qualify for free shipping even if it accepted it allowed the free shipping. Therefore, it appears now that it was no mistake, but the customer did it intentionally to see if she could get away with free shipping and perhaps, we would not flag it. She is the very first customer to do this in some four years since this program has been in place. The customers complaint is all factually false, and she is upset that she was caught and did not get free shipping.For a person who is involved in the education sector, one would expect that she read and comprehended our notes and the rules on our website which are clear as ******** She has no grounds to be upset and no grounds to call us unethical which we are not. If there is anyone who is unethical here, it is this customer. Unfortunately, there are customers out there who are like this and nothing we can do about those who choose to be dishonest while playing the fool. All the customer had to say is, I made a mistake and we would have all moved on. As for Shipping charges, this is done on our website in real time and based on package sizes, weights and destinations and has nothing to do with percentages.