You know, I'm not a picky customer. When I find a company that does the job well and without causing problems, I tend to stick with them for a long time. I also tend to advocate for good companies, because they're becoming less and less common. Today, a company just lost my business forever, and I doubt anyone else who sees this will ever deal with them either. I ordered some Adrafinil from Nubrain.com yesterday. The ordered was marked as completed in their site and I wasn't given a tracking number (didn't think about it at the time, but first class USPS was used, so there was no way to track it). As I was curious to see how long it'd take to arrive, I looked up where it was shipping from and found that they're located in Lawrenceville, GA, where I reside. Since the site didn't say it had shipped yet, I decided to send them an email to see if it was possible to pick up the order:
Hello, I was looking at your site to figure out where my order (redacted) was going to ship from, to get some idea of the time it'd take to ship, when I found that you're located in Lawrenceville as well. If my order hasn't shipped yet, would it be possible to pick it up instead? Thanks, - Cody Brocious
Not a terribly difficult request. If the answer was no, or it had already shipped, I would've thought nothing of it and moved on. Instead, I got this:
WE ONLY SEND BY US MAIL IF YOU WANT PICK UP CALL PAPA JOHNS PIZZA
Is it really that much of an inconvenience to send back "Sorry, but our store only delivers"? When you're in a market like shipping pharmaceuticals, a certain amount of trust is required, not that this would be appropriate in any market. If you want to keep your customers, you have to treat them well, not like you're being inconvenienced by them. If you don't want to do the job, don't do it; don't act like the customer is doing you a disservice by giving you money.
- Cody Brocious