Twenty Twenty D.
Sales Rep Insulted Us After We Politely Declined
We worked directly with sales rep "T" at Lavu and went through a full demo and quoting process. Throughout that time, we were communicative, asked detailed questions, and were transparent about our decision process. After deciding to move in a different direction, we shared that decision respectfully and even provided context on the system we chose. During that conversation, "T" reacted by saying “ewwww” in response to our selection and told us to “call me in 3 months when things are failing.” That interaction was unexpected and came across as dismissive of the thought and strategy behind our decision. We were shocked by how discourteous he was as after the work we had done together! Immediately after that call, he sent an email offering to “give us one more chance” if we reconsidered. We responded clearly that our decision was final, as stated in the call, and that we would not want to move forward in the future based on how we were just treated (whereas we were originally open to considering them someday as our business needs evolve). His reply then shifted tone, framing the situation as “arguing over email” and criticizing how we handled the process, despite the fact that our response was simply a direct follow-up to his offer and an explanation of why we would not proceed. He also pushed to move the conversation to a phone call rather than continue over email. Given the contrast between how communication was handled in documented settings versus private calls, that raised concerns for us. Additionally, during the sales process, we asked multiple times for communication to go through our office line, yet he continued to call a personal cell, which was disruptive and not aligned with our request. Up until the final interaction, we had been open, respectful, and thorough, and would have been open to future conversations. After this experience, that is no longer the case. If you’re evaluating POS partners, pay close attention to how communication is handled when a deal doesn’t move forward, it’s often the clearest reflection of what working with them will look like.