B & G F.
Horrid, rude & litigious customer service
I first contacted customer service Feb 21, exactly a week after placing my order (which had an estimated arrival date of Feb 23 - Mar 11), to advise that the UPS website showed no updates to my order in nearly a week & requesting that they chase up my order with the courier. Note: I included the contents of the “Your order has been shipped email“ in the email history of the email. In response, I received an email on Feb 22, which essentially was ONLY a copy-paste of the first 3 lines of the “Your order has been shipped email" I had already included this text in the original email, sent Feb 21, so it didn’t make sense the same thing was sent back to me. I contacted customer service for a second time Feb 22 indicating that their response didn’t make sense but this time I included a screenshot of the UPS shipping status as proof. In response, I receive an email Feb 23, with the only words “Hello you selected the delivery window” and again a copy-paste of the first 3 lines of the “Your order has been shipped email” I contacted customer service for a third time Feb 23 advising that I had not understood the most recent response either and again requesting clarification on why nothing had happened with my order since Feb 15th I received a response almost immediately with the only words “Incorrect. Please re-read:” and essentially a copy-paste yet again of the first 3 lines of the “Your order has been shipped email” By this stage, exhausted with the cryptic responses, I emailed customer service for a fourth time and informed them that I would have to dispute the transaction with my credit card company if they continued to be unhelpful with my order. I also repeated my query about the shipment status not showing any updates since Feb 15th. In response I received this email, pasted in its entirety below: A fraudulent dispute is crime in your country, especially given specific intent which you have provided in writing. We may be corresponding with a bot. Please answer the following questions, so we know we are communicating with a human. 1) What is the specific delivery window the customer selected from the earliest possible estimated date to the latest possible estimated date? 2) What is today's date? Thank you I emailed back indicating that to the contrary that I thought that they were a bot and that I would definitely be lodging a dispute. In response I received the email, pasted in its entirety below: We will simply forward this correspondence to your financial institution for implementation of fines, penalties, and interest in addition, of course, to reversal. Thank you for the extensive correspondence. I responded again indicating I would be using their responses in my dispute lodgement In response I received the email pasted in its entirety below: It is not yet due to arrive, as you know and have extensively acknowledged. Therefore you are committing your intent, in writing, to commit a crime. We do prosecute such activity. Thank you. I then sent customer service, what I thought at the time, would be my FINAL email, clearly indicating that I would be using their threats above in my dispute lodgement because they sounded like a fake company and that their threats reminded me of scams out of Africa. I then got accused of petty theft and threatened with litigation. The email that followed is pasted in its entirety below Please do. We are happy to litigate the issue. We have a zero tolerance policy for petty theft, and your financial institution will be interested in the entire correspondence, as well as your selected delivery window. I proceeded to write an honest review on Trustpilot but the following day received an unsolicited email pasted in its entirety below Mr. Fernandes, Thank you for using your name, and making it simple to locate you. We have attached a screenshot of a libelous review you recently posted, grossly misrepresentative of your experience. Nowhere did you state that you understood perfectly that the delivery timeframe you selected is not due to elapse for quite some time, yet you threatened a criminal action of a fraudulent dispute. Additionally, the word "scam" is not protected speech in Australia as it directly invokes criminal intent. On the contrary, your libelous review is intended to be malicious, damaging, and defamatory. We pursue such cases with vigor. You may reference our precedent by googling Nutreance et al. V. Primark for prior defamation litigation. You have 24 hours to remove the review in its entirety. At that point, we will refer the matter to the same legal team mentioned in the case above. We will not settle without adequate compensatory damages. Thank you for your responsibility in this matter. Needless to say the comms continued back & forth. I finally relented & deleted the original review.