Can you believe this?

A former co-worker of mine, who know lives in Australia told me about this recent “Customer Service” story that happened to her: (emphasis are mine)

“OK so I tried to order from a USA food site, and shipping was $400.00 so I sent a complaint, here was the response:

Dear XXX,

Thank you for your email. We have checked into our site and we were having problems with our shipping quotes. Your items would most certainly not have been that amount to ship. We have thousands of customers in AU that are very happy with our service and would also never pay that amount for shipping. The cost would have been a fraction of that amount.

If you had been more pleasant we could certainly have checked into that excessive quote you got from the site and sorted out our problem. We are well aware of USAfoods and we would prefer if you would continue to shop with them or any other online options you have as we don’t appreciate rudeness. Please feel free to pass this on to anyone you wish.What a pity you choose to be so abrasive.


Paula Greally” (my note: She is the OWNER)

So she admits the problem and then blames the customer?? Can you believe this? In today’s Social Media world, she actually says: Please feel free to pass this on to anyone you wish.

Ok Paula, happy to help! Feel free to comment here or pass along.

BTW, the site is

Great Customer Service Story

I’d much rather write about good customer service than bad, but unfortunatly I don’t get the chance as often as I’d like.

However, I wrote on my personal site ( about how Art Shamsky, former NY Met and his assistant went above and beyond to solve an issue I had with some merchandise I purchased.

If you don’t want to click over, I’ve reposted the story here:

So, the other week Matt Cerone at (a great site, BTW) mentions that former Met, Art Shamsky has redesigned his website. As it was my cousin’s 50th Birthday coming up, I thought a signed picture by Art would be a great gift.

So, I order the picture from the site and there’s a place to leave a message if you want it personalized – which I fill out.

The day before the birthday party, the picture comes but it’s not personalized!

It’s too late to do anything, but I fire off an email expressing how unhappy I am.

Art’s assistant gets back in touch with me and here’s how they “fixed” it – and they went above and beyond.

Today, my cousin and I had a private meeting with Art Shamsky and my cousin, where he personalized the photo, gave me one, and took time to have a great chat about the ‘69 Mets, the Mets of today and baseball in general.

Companies can learn a lot about customer service from Art Shamsky!