Customer ordered a Green Garde Spray Gun late Friday afternoon of Memorial Day Weekend. He ordered it with Fedex Next Day Air shipping. Even though it was late and the Fedex driver had already made his pickup, our shipping team saw it was next day air. They called the customer to advise that because of the holiday, it would be delivered Tuesday. Customer’s voice mail was full so they sent him an email. They packed the order and drove it to the Fedex office.

I did not know any of this until early Saturday morning when I checked my email. I got a scathing email from this customer calling me dishonest, a crook and a liar.  He had paid for Next day and he was getting (by his accounting) 4 day. He said he was going to tell everyone he knew, including his state pest control association, that we were crooks.

Instead of my normal New Jersey double barreled reaction, I kept my cool and explained that Fedex only counts business days and that we had acted properly and done everything we could.

He came back with another scathing email, saying he had called Fedex and that they do offer Saturday delivery and reiterating how horrible a person I was and how he was going to destroy me.

On Tuesday, our shipping department confirmed that Saturday delivery was not available to his address.   We emailed him this information and advised him to reject the shipment and we would offer him a full refund. We never heard back from him.  He kept his purchase.

The most amazing thing to me about this is that if the guy had been reasonable, I would have bent over backward and probably refunded his freight or his purchase in full. He shot himself in the foot by acting like a jerk instead of seeking help.