
Originally Posted by
K. Fredheim
I second that; best customer service I've encountered online so far.
Consider:
Dear Andreas
Thank you for your payment. Unfortunately, the item you selected to purchase has already been sold (KW-224). We have now received all stock of swords, so you may look at an alternative on the website. Please email me back once deciding. These swords are going very quickly.
Compared to how I would have handled it:
Dear Andreas
We have now registered your payment but unfortunately we will not be able to complete your order. We are very sorry to discover that we have made an unfortunate mistake. The sword reserved for you (KW-224) has accidentally been sold to another customer.
We deeply regret our mistake and apologize for any inconvenience it may have caused. Of course we will cancel you order and promptly refund your payment including any costs associated with it.
We have now received all stock of swords. If you're still interested you might select another sword. Please consider the alternatives on the website but keep in mind that these swords are going very quickly.
Please let us know how to proceed.
See the difference?
Charging someone for an item you already sold to someone else should not happen. It's a mistake. At least you should start of by admitting it and apologize. Everyone make mistakes. But not everyone just shrugs it of and continue. Just stating it as a simple fact of no particular impact on the order besides the need to pick another is kind of arrogant and disrespectful to the customer. Sure, they make the same revenue no matter which sword they send me so to them it might be irrelevant which item is shipped to which customer. But for me that has gone through a 7 month cycle from decision, waiting for the right sword to be in stock, to finally ordering it, it is kind of a big deal which sword I get. So don't assume the I am still interested if you can't deliver it. Consider the deal busted and give me my money back. Sure you can offer me another deal but don't assume anything. I should have to cancel the order. I shouldn't have to ask for my refund. Picking another sword should be an option, an offer, not something I'm presumed to accept.
Having said all that:
I did pick another sword. They delivered it swiftly and it turned out to be an excellent one. Not my color, not my style, the saya a bit to light for my taste but still a great sword. I will definitely consider ordering another sword from them, this one is for iai and I might get one for tameshigiri too, but then I'll take special care to double check everything before paying anything. And I would recommend the same to everyone else.