While many businesses are eager to do all they can to attract the so-called ‘grey’dollar, there are apparently still those who aren’t really too interested.
Top of that particular list would be the operators of Oz Best Buys website who have generated huge negative publicity for labelling a Perth grandmother a “stupid c—” for asking when her purchase would be shipped.
Grey nomad Sue Williams said she was ‘disgusted’ at her treatment. However, the initially unrepentant customer service representative behind the original insult told a newspaper that he simply didn’t want “f—ing idiots” as customers.
The problems started when Sue and her husband Steve attempted to buy a portable solar panel through the website. The Sunday Times newspaper reports that the couple then sent a series of emails asking how long the solar panels would take to ship because they were travelling between Broome and Kununurra and the shipping address would depend on the estimated day of arrival.
The paper said that Gordon Akman, who owns and operates the website from Queensland and gives himself the title ‘customer service representative’, responded politely to the couple’s first two emails.
But a further email, which said Mr Akman had not answered their previous questions and repeated a plea for information about shipping time and a tracking number, elicited this response:
“You made this purchase at 10.17pm Sunday night. Despite having your pestering messages replied to very quickly you have continued to behave like an absolute f—wit. You are one hell of a rude stupid c—. You have been given a full refund and are banned from the store.”
Mr Akman signed off the response with: “Kind Regards”.
Mrs Williams told the Sunday Times she thought her questions were “fair and reasonable,” and said she’d attempted to finalise shipping arrangements quickly because of the patchy internet and phone service in rural WA.
The grey nomads are driving around Australia and using signage on their caravan to raise awareness of cystic fibrosis, from which their granddaughter suffers.
But Mr Akman told the Sunday Times the language he used in the email was justified.
“I have had six emails from these f—ing idiots after putting in an order on Sunday night, before it’s even midday on Monday,” he said. “A small businessperson doesn’t have to put up with that sort of person, and is entirely within their rights to tell them, ‘Here’s a full refund, go jump in a lake’.”
He cancelled the purchase order and the Williams are not out of pocket.
However, after his outburst sparked a media storm, Mr Akman now appears to have had a change of heart. He has reportedly sent Mrs Williams an email expressing his “deep regret”.
“I lost my temper … I feel really bad about it and sincerely apologise,” he wrote.
Mrs Williams said she had accepted his apology.
The Oz Best Buys website declares proudly: “Our credibility, honesty, and superior service to each customer is the hallmark of our online business. Your importance as a continued satisfied customer of Oz Best Buy is our highest priority.”
Comment below
The language is not acceptable neither the pestering of a small business for non-stop emails. We bought various items from Oz Best Buy from office chairs to laptops and tablets and highly recommend their products and the punctual and courteous service we received. Not many online businesses respond to emails but they do. I guess he had a melt-down even though it does not excuse the language. As older Australians we have to set the benchmark for customer service we want to receive. It takes a big person to apologize and a big person to accept the apology as Mrs Williams did. Let’s hope these behaviours were one of for the both parties since I cannot understand why anyone would send SIX emails from Sunday night 10:18 p.m. to Monday before lunch time to frustrate any small business.
you are too kind to the little maggot, Ness
Sounds like a response from the company from where I am sitting. Not sure I would have accepted the apology quiet as readily. Wouldn’t think such an apology would restore any credibility the company may have had.
terry
That sort of language is totally unjustified! So what they emailed more than once? He obviously didnt answer their question. If he has so little patience perhaps he is in the wrong line of work. An apology was only offered AFTER the media storm. I will boycott this busines and its rude employees.
I believe in giving a second chance. After reading he apologised and it was accepted I would like to think all is REASONABLE good now.
There seems to be a lack of good/reasonable service these days and older customers are sometimes a nuisance. I have just had that treatment in the last two weeks but the sales person found out today, ‘Don’t mess with an older person’ I stood my ground and found out and got what I should have got two weeks ago,
Anyone can make an apology in the face of a huge backladh. To use thst language for any reason is unacceptable especially to a paying customer.
I would guess any business would question that amount of emails fro a customer and get pissed off…….good on him for apologising. Would always support anyone willing to step back and apologise
Well I do wonder what “customer service” actually means these days? In the days of my customer service, it actually meant that the customer is ALWAYS right!! I have learnt since February, that it is not the case any more. Or is it because I am a female with printed on my forehead “Female, don’t deal with her”. Trying to get attention from 4 businesses to date for a quote to place solar panels on my motorhome and also with portable ones, so in hot weather when requiring shade I can use them, and also other issues I wanted done, not one person from any of the 4 businesses have bothered to return any information. I am about to get to business No. 5.
Are we all past our use by date, just because we have grey hair? Perhaps we could teach these businesses a few more essential good behaviours for running businesses. Using foul language would guarantee that I would not return, as this is not my language use at all, and I do not like people using it to me.
Other work colleagues have had issues with businesses not getting back to them when they require a job to be done or a quote for one to be done. It becomes constant telephone calls by the customer to get results, and/or visits to their actual work site to get any response, if then, and waiting for months!
What do other people do to get their ATTENTION? That is, that I want a response in a reasonable time to get my required job done or quote.
Nah. He apologised after he realised how much his brand was being trashed by the media storm. I’ll rememeber this company and make sure I avoid doing any business with them. Damage done, I’m afraid.
I had dealing with this mob in the past, NEVER NEVER again. Proper service is in the past iether by shop or online
Rudy de Groot . That’s not the case I do shop with Australian Direct and they are the best. the customer is look after all the way
if u don’t like his actions and his attitude go some were else stuff him if that is his way of dealing with customers
I bought a baby pram for my grandson and have nothing but praise for them. I guess these things do happen besides we didn’t see the emails and who really wrote them and what did they really wrote. He apologized, she accepted so what is the story here.