So, we ordered a sink (just the vessel, not the cabinet or faucet or anything- only the sink bowl) for our master bathroom from a website known as justmorocco.com. $160- not cheap, but not outrageous either. The estimated shipping cost was another $22- which also was not cheap, but not outrageous either. When I ‘checked out’ I expected the actual shipping cost to end up much higher (just had that gut-feeling) but no, the total was around $182. Confirmation page said $182. Confirmation email said $182. All’s well.
Until I get another email- sorry, that was the wrong shipping cost. Website didn’t know to add another $30 to the grand total.
I emailed back. My confirmation email said $182, and I asked them to honor that price.
They sell these sinks for $250, they said. That’s a fair price, and the shipping cost is actually $52. They were giving me a deal for the $160 + $52.
Whoa, we thought, what’s up with this? They advertised $160 and then gave me a shipping amount of $22. We thought they should stick with that, even if they felt they were getting ripped off- shouldn’t you think about that BEFORE you advertise a price? So, we said no, our confirmation email gave us a total of $182. They need to honor that.
That’s when the customer abuse kicked in.
She called me. The owner called me. And started spewing stuff at me. Like, she was just trying to do the right thing for these poor Moroccan families who aren’t being helped by their own government. Like, she was a small business and I didn’t understand shipping costs. She isn’t rich, she isn’t Target, you know. It’s just her and her husband and they live in this tiny house and... well, I gently- honestly, I was trying to be very calm- I gently explained that once you check-out, that’s it, rates can’t be raised. She retorted that it wasn’t confirmed until she okayed it herself...I politely asked where on the website it stated that, and she angrily accused me of harassing her. What?!? Whenever I tried to defend my position she would interrupt and continue spewing out reasons why the shipping cost had to be changed. She declared that we obviously couldn’t do business together (duh), so eventually I said fine, but I was going to have to let people know about this. You can imagine her reaction to that... I simply (still calmly, amazingly enough) said that I thought people should know how justmorocco does business. And she hung up on me.
Honestly, if she had apologized, explained nicely... I would have been happy to work out a compromise with her, or even paid the amended rate. But my conscience won’t allow me to let myself be abused.
At least at Home Depot I just get ignored. Not insulted.