Just for clarification, this is bidJDM and bidJDM warehouses and order systems, not RHDJapan. This is Russell. All of this occurred because the customer asked for a deal, we set up one for him to take advantage of with LCL shipping that would have allowed him to save thousands of pounds. There is really nothing we could have done outside of apologize and let the PayPal claim go through to arbitration as our account manager suggested we do as well as make sure that all invoices are correct in price and there were no mistakes in that. Long story short without revealing personal data, customer emails from a phone very infrequently and many times a tad incoherent with mistakes in spelling, and grammar so communication has never been perfect. Customer managed to get across that he wanted discounts and "best price". So we set everything up to ship LCL to one port in Ireland in order to ship everything to one place and allow customer to save thousands in shipping. This is the best way for massive discount with our service of bidJDM. Consolidation with LCL or FCL can save a massive amount. After setting this up by getting him a dealer account approved and upgraded and getting all the items in the warehouse and staff prepped for this order to be packed together and shipped to one location customer disappeared and stopped emailing. I emailed a few times asking him to follow through with the order because the warehouse was ready to act, but no reply. That weekend while the sales office is closed and without any communication, customer ordered something without saying the deal we worked out verbally was not interesting to him and that he wanted things shipped out separately. I apologize for not pushing or calling the customer more to be sure what his intentions were. bidJDM warehouses run automatically and set to receive dealer orders based on preset dealer destination. Perhaps it was an oversight on programming to not have each order physically checked before going, we apologize for this oversight but there was an agreement set and it was not told to us that customer would not follow through on. I understand that in the email age verbal agreements may not mean much, but we still believe in them and the warehouse staff was told to ship everything in this customer's locker to the same place and it would all ship together shortly. That one cage slipped by them and we apologized for that. Customer account has been changed back to customer and this will never happen again. Customer did contact PayPal to claim but in this case he claimed all the orders made with PayPal over the past 45 days. Meaning all orders claimed even ones that had not even been related to this. At this point there was nothing we could do but defend ourselves to make sure that we don't loose money on all the other orders that shipped flawlessly. We apologized for any mistakes on our side but it did not seem the customer was interested in apologies or amicable solutions but claiming on everything possible to claim against us and make the price as high for us as possible. Anyhow, we would like to invite the customer to contact us privately if he is in need of anything and ask that the forum refrain from name calling and other issues which are not directly related to the issue of a broken verbal agreement and shipping mistake. Thank you and please stay tuned to bidJDM for further improvements and features.
