Network Solutions Demonstrates How Not to Survey Customers

If you are considering new ways to follow up with your customers on their purchase or inquiry then take notes on how Network Solutions does it in the worst possible way. I had to call Network Solutions yesterday for a quick fix to a small issue. I called, I asked my question, I got my answer, and I was done. With the exception of their slow, aggravating, and counter-intuitive VMS, and the suspicion that I think I woke their customer service rep from a dead sleep, it was fast and easy - the … [Read more...]

Protected: Ineptitude, Lies, and Credit Card Processing

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Protected: Publicly Handling Customer Complaints

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Tips for a Solid Return Policy

Refund return shipping fees when possible

I just read an article on Daily Finance titled "The Nine Businesses Americans Complain About the Most." E-commerce, in general, ranked 8th on the list, with the top complaint being the seller's "failure to refund money when product doesn't arrive or arrives damaged." I worked for an e-tailer running a Volusion web store several years ago. Our product was a specific line of high-tech consumer electronics which, as you can imagine, resulted in heavy returns - mostly due to consumers not fully … [Read more...]