[Jewelry making - Article 00179] - Re: [Orchid] Difficulties with Metalliferous

[David L. Feldman]

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    Honestly, we do occasionally have some problems.  What business
    doesn't? In the case of Will Denayer, he sent a package back to
    Metalliferous via the Postal Service.  We did not receive it.  He
    claims this is ridiculous. I can only offer the voluminous
    repository that is the Dead Letter Office in New York City as a
    counterpoint to his statement.  Packages DO get lost and stolen. 
    That is why we prefer to use UPS or FEDEX when shipments leave ot
    return to our office.  As to his claim that we did not send him the
    reticulation silver he requested, I can only state that we show no
    record of the order.  That does not mean that he did not request the
    material, only that the order was not evident in our computer system.
     When attempting to come to some resolution to this matter, I phoned
    him and was told that because he was leaving the country, he would be
    too busy to come to the phone.  I left a toll-free return phone
    number with a woman at his residence and was told that he would
    contact me prior to his leaving the States.  This did not happen. 
    The matter, as we see it, is still unresolved.  Mr. Denayer's
    solution was to go to post a negative comment about Metalliferous
    online, rather than speak to me regarding the matter. 

    As to the issue with Ms. Haldiman, an item we had acquired at a
    public auction was placed for sale on eBay.  Ms. Haldiman was the
    winning bidder for $19.95 (including shipping).  Subsequent to the
    eBay auction, the item (a wax pen tip) was either misplaced or stolen
    from our premesis.  On occasion, this does happen.  A suggestion was
    made to Ms. Haldiman that she inform PayPal of the events and secure
    a refund through them.  The outcome of this suggestion was never made
    clear.  Ms. Haldiman did have a conversation with someone at our
    office and she was told that a refund would be forthcoming.  Due to a
    number of circumstances (including the December 19th death of our
    co-founder, Peter Bovin), her refund check was not processed.  After
    a somewhat confusing and strained conversation between Ms. Haldiman
    and myself this past Tuesday, a refund letter was processed and
    mailed to her via Priority Mail with twenty dollars in cash (this to
    eliminate the requirement that she deposit the check and wait for it
    to clear). 

    Metalliferous maintains a 98.6% positive response rate as a seller
    on eBay. We stand by our service and products and attempt to satisfy
    as many customers as possible.  Occasionally, things fall through the
    cracks.  We attempt to make amends and move forward.  Occasionally,
    we come up against customers with whom we can do no right.  In those
    cases, no apology can change their opinion.  As a matter of business
    practice, we prefer to evaluate the specific situation, determine the
    facts, then respond accordingly.  This approach serves our business
    well and most of our customers appreciate the way in which we conduct
    ourselves. 

    We would like to have our track record stand for itself.  We try.
    Sometimes we miss the mark.  Mostly, however, we succeed and are
    proud of our business. 

David Feldman
Metalliferous, Inc.


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