I've been busy with work. I have received both an email reply as well as a refund from LPMP.

Neither of which would have materialized had I not started this thread. And had the customer rep not called me a lazy bastard in so many words I would never even have bothered, but I fiercely dislike people shitting on me after taking my money, I guess I'm petty that way.

I'm tickled pink for all the loyal customers in this thread who have a different experience with this company but that just doesn't really change my perception of them.

Bottom line is, I'll be happy to give other companies my business from here on out and I'm sure LPMP are equally happy with that arrangement.

(09-25-2016 8:38 AM)ScentHound Wrote:  And had the customer rep not called me a lazy bastard in so many words I would never even have bothered,

So wait... Are you saying that is exactly what they called you or are you paraphrasing? I can't see any customer service rep calling a customer that. If that's not what they said, then what were their exact words?

(09-25-2016 8:40 AM)Snoopyace Wrote:  So wait... Are you saying that is exactly what they called you or are you paraphrasing? I can't see any customer service rep calling a customer that. If that's not what they said, then what were their exact words?

(08-27-2016 2:32 PM)ScentHound Wrote:  Then the guy tells me I was probably just too lazy to pick up my package from the post office and whatever happens once their product leaves their facility isn't their problem.

This is the least credible part when I consider the story shared here. I've worked in phone-based customer-facing roles for a long time. I've worked with excellent agents, and dreadful agents. Even the dreadful ones I've known have never said anything like this. It is exceedingly common among the people I know to escalate to a supervisor when not receiving the service they expect, immediately, and with indignation were they to be insulted on the line.

It's also common for a person to modify a story when retelling what happened, such that they appear to be more positive and less negative, either by embellishing, avoiding parts, or outright lying. So when I consider what's been told versus my experience of the industry, three scenarios come to mind:

First, the agent's reaction is embellished. A junior agent could easily fall into the trap of asking why ScentHound didn't go fetch the package from the post office. Some might interpret that through their own filters as an accusation of laziness or other moral failing to which they are sensitive and defensive.

Second, the agent's reaction is accurate, but ScentHound's preceding actions have been glossed over. It is possible that ScentHound was a dreadful customer, insulting the agent, yelling, angry, and unwilling to be talked out of his tree.

Finally, there is a possibility that LPMP is misstating their own responses to ScentHound, and hiding behind a thin veil of keeping private things private.

The last scenario seems the least probable for several reasons:

* small companies like LPMP know that they depend upon the goodwill of their customers, and generally err on the side of caution and asskissing to avoid negative press such as has been offered by ScentHound.

* ScentHound places all responsibility at the feet of LPMP, accuses the USPS of being famously unreliable, and claims that LPMP are swindlers who make money off of the shipping via USPS. In other words, it is not only everyone else's fault, they're all bad people, too. These types of escalation from "a problem" to swindlers and relatively-ignorant accusations against a foreign mail service are indications that ScentHound is not being completely open in this matter.

The claim of USPS being unreliable is easily believable because we've all had packages or letters delayed, lost, or misdelivered. When you get into international shipping, it becomes more complicated. Postal services need to share and update each other's tracking numbers if those were included as part of the service. Similarly, the customer must look this up on the correct postal service's website (origin or destination), and sometimes, it just doesn't work out. It's also interesting that he says he'd have paid for FedEx or UPS, indicating that he's had trouble receiving packages handed off from USPS to the postal service in his country. LPMP offers these services, but they're not available during checkout. I know this because I saw on their front page that they're using these services to circumvent the Canada Post labor strike. So, if these were all true for my situation, I would have contacted LPMP to place my order on the phone and use a carrier reliable in my country.

I've seen several posts on PheroTruth that the USPS originated shipments have arrived faster and without duties applied to them, contrasting with excessive brokerage fees and duties associated with shipments via FedEx and UPS.

Everything I've written here is supposition, and should not be taken as an accusation against anyone.

(09-25-2016 8:40 AM)Snoopyace Wrote:  So wait... Are you saying that is exactly what they called you or are you paraphrasing? I can't see any customer service rep calling a customer that. If that's not what they said, then what were their exact words?

No, the exact phrasing was:

"We met our commitment to fulfill
your order as requested and shipped it out to you in a
timely manner. We are not in control of the
postal system, nor the customer's willingness to claim
packages from their local post office."

let me reiterate:

I didn't order from LPMP just to NOT pick up the product I paid for with my own hard-earned money from the post office.

I didn't get any notice from the post office that my product was sitting with them. This has happened before, I assume the mailman either dropped the notice in someone else's mail box or lost it.

it's not rocket science. And I just don't appreciate some customer rep trying to imply that this was somehow my fault when I pointed out that I didn't feel like paying for shipping TWICE. And this could ALL have been entirely avoided if LPMP offered courier shipping which meticulously track all parcels and require the recipient to properly identify themselves as well as sign for delivery. A service most companies offer for international sales and a service for which I would happily have paid, as I have done many times before with other phero companies.

But we're beating an already decomposing horse cadaver here.

Well BarefootOxford, sounds like we know which scenario is accurate now.

(09-25-2016 10:45 AM)BarefootOxford Wrote:  Everything I've written here is supposition, and should not be taken as an accusation against anyone.

Yeah, there's a lot of assumptions in your post. I'm not really gonna get into it though.

I've worked in phone sales myself, had a wide range of reactions from people over the phone. Courtesy is free and will get you far.

What I personally would have done as a customer rep when faced with this situation, was to apologize for the inconvenience experienced by the customer, accepted that these things sometimes happen when the company only offer international shipping without courier and offered to re-ship free of charge.

That is a lot cheaper for the company in the long run. And it doesn't create dissatisfied customers who won't be coming back for repeat business.

LPMP has refunded me and replied to my email complaint. As far as I'm concerned, that's fine.

I'm not going to re-hash everything again, I have more important things to do. And I'm sure LPMP would like this thread to die off as well.

(09-25-2016 11:45 AM)ScentHound Wrote:  Yeah, there's a lot of assumptions in your post.

This is completely true, and plainly evident.

Am happy with LPMP as well. Just got my order today. Here in Australia especially Brisbane, it takes a while, but it finally came.

And I've asked'em to send me a few extra freebies. Almost all the Vendors I've dealt with did that to me. And that to me is awesome. Makes me wanna buy more from them. LPMP in me own personal opinion they're pretty good. I've asked a few questions and they replied to me promptly and fairly quickly too. I was amazed at the speed of their replies.

If I could rate them I'd defo give'em 5 stars.