Tones Barber shop

I bought a shave bowl from them. I received it and it was too small to lather in. I submitted an enquiry on their website and asked about a return. I never got a response. So when I left the feedback on Ebay for them a month later I left a neutral score stating that the transaction went well but they never responded to my question. They responded by leaving me a negative score stating that I never contacted them and that they sell loads of things not to come back.

I responded by sending them an e-mail with the enquiry form I made on their web page. It was the automated e-mail response that is sent to everyone who makes an enquiry and shows in detail that I did attempt to contact them. They said they would not remove the feedback. I even said I would remove the neutral score I left them as long as they acknowledged the fact that I contacted them. The answer was again no.

It is obvious that they are trying to protect their business here but it is plain as day that they are lying their asses off because they can hide behind the fact that they handle many reputable transactions without a problem . That is commendable but why should I leave them a positive score just because I am that one person out of a hundred that did not have such a pleasant experience? Had they responded to me after I requested a return and told me that it was not possible I would have left them a positive score and noted the transaction went smoothly. Now I paid 44 dollars for a bowl that I can hardly fit a brush in. If I set the brush on the bowl it tips over and when I try to make a lather in it, I end up with lather all over the bathroom.

On top of it all I spend an evening on ebay trying to sort these problems out only to find that I am going to have to spend 30 more bucks just to have someone check it out for me. I guess there is a price for free speech.

Reading your letter has helped make my day!!! I guess there's something weird, and satisfying, reading about other's problems - makes mine seem smaller!:shrug:

Was there a picture of the bowl, and or, dimentions listed? It seems odd that it would be so small without a proper description.

Now we have to figure out what to do with this $44.00 bowl. I don't suppose your Maestro Livi or Robert Williams' razors would fit in it.:w

Good luck.....

Steve

I am sorry to hear this. I had an issue with TBS once and the response was great. Maybe they changed management or policies.

I suggest that you tell them you have 2000 or so friends who are avid shavers and that they will avoid TBS, spreading the word to yet other communities, etc.

Good luck
Ivo

Hate to hear of your misfortune. I won't do business with them, I'd let them know that there are many shavers who will be leary about trading with them due to their busiiness practices. Thanks for the heads up.

And if you really want to give them the heebie-jeebies, send them a link to this thread! Might change their current idea of 'customer focus'! :w

Let us know what happens.

They listed diameter of the bowl which seemed normal They also included soap and clearly stated it could be used as a soap lathering dish or bowl for cream.

I haven't had the pleasure of owning a maestro or williams razor yet so that is out of the question. But seriously 44 dollars for this thing is an outrage. That included the shipping charges, but still, the auction site described this as "the best on eBay".

Quote:

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Originally Posted by matt

They listed diameter of the bowl which seemed normal They also included soap and clearly stated it could be used as a soap lathering dish or bowl for cream.

I haven't had the pleasure of owning a maestro or williams razor yet so that is out of the question. But seriously 44 dollars for this thing is an outrage. That included the shipping charges, but still, the auction site described this as "the best on eBay".

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and.....for a few bucks more you could have gotten a Moss Scuttle!

Steve

Quote:

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Originally Posted by zepplin

and.....for a few bucks more you could have gotten a Moss Scuttle!

Steve

---

That's right pour salt into the open wound!:D

here is the link where this seller got the item http://cgi.ebay.co.uk/ws/eBayISAPI.d...5685&rd=1&rd=1

this user has been notthing but rude we have a good customer base and we are happy to help anyone we sell loads of the bowls and NEVER once have we had an email from this user you can see that the bowl is big unless he is useing a broom its good for any brush
we hope that this clears up all matters and we are happy to help any one

Quote:

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Originally Posted by matt

They listed diameter of the bowl which seemed normal They also included soap and clearly stated it could be used as a soap lathering dish or bowl for cream.

I haven't had the pleasure of owning a maestro or williams razor yet so that is out of the question. But seriously 44 dollars for this thing is an outrage. That included the shipping charges, but still, the auction site described this as "the best on eBay".

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can you tell us where you got $44 dollars from you olny paid £15.00 so thats about less than $30 dollars you tell notthing but lies

I misread that. I did pay 34 dollars after shipping costs. I will say that if you need a soap dish this would be fine. All I am getting at is that you cant build a lather in it . I use cream because of my skin and I was expecting something that would have room for lathering as it says on the auction. That really is not the point. I simply asked about returning it and a simple go to hell would have sufficed and I would never be writing this in the first place. And At any rate the feedback I left for Tones Barber Shop was all true and I was not rude in any way. I contacted Tones about an item return and they did not respond. In the feedback I left I said that shipping times were good, but that TBS did not respond to my enquiry about a return. The only rude thing about the whole thing is that after I provided to TBS the proof that I did contact them, they still would not remove the feedback they left for me. the feedback TBS responded with was that I never contacted them and not to come back. It is perfectly obvious with the enquiry form I have sitting in my e-mail that I did. All I asked for in the first place was that they look at the damn form I sent them and change the feedback or remove it. I would then more than happily leave them a positive score. I am not going to say TBS does not have any decent products because people buy from them quite frequently. I am not being rude here when I say that it is a lie that I never contacted you. I can provide the e-mail to anyone who needs it and that should have been good enough for you and I to mutually withdraw our feedback. Feedback on eBay is their for a purpose. I left the good part of the transaction and the bad part in a perfectly honest, decent manner. I did not even leave you a negative score I said Neutral.

I am sorry but this bowl may be good as a soap dish, but if anyone bulids a decent lather in it I hope they see this thread so I can discuss it with them.

Oh, Well
S:cen t happens I am getting a scuttle any day now and am looking forward to it. This will soon be a distant memory:cool: :cool:

Quote:

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Originally Posted by matt

I misread that. I did pay 34 dollars after shipping costs. At any rate the feedback I left for Tones Barber Shop was all true and I was not rude in any way. I contacted Tones about an item return and they did not respond. In the feedback I left I said that shipping times were good, but that TBS did not respond to my enquiry about a return. The only rude thing about the whole thing is that after I provided to TBS the proof that I did contact them, they still would not remove the feedback they left for me. the feedback TBS responded with was that I never contacted them and not to come back. It is perfectly obvious with the enquiry form I have sitting in my e-mail that I did. All I asked for in the first place was that they look at the damn form I sent them and change the feedback or remove it. I would then more than happily leave them a positive score.

I am sorry but this bowl may be good as a soap dish, but if anyone bulids a decent lather in it I hope they see this thread so I can discuss it with them.

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we have never had an email from you at all it clearly stats the size of the Bowl. Why should we remove freedback when you have been notthing but rude we have over 4500 feedack on ebay and we have over 100 customers a day on our website www.tonesbarbershop.co.uk we are fair if this user would say sorry for the lies we would think about removing the feedback as this thread knows only half the story we have tryed and be helpful to this user and we have notthing but rudeness from him so why should we take this from anyone and then he trys to blackmail us this is not on we have a good repertation

Quote:

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Originally Posted by Tones Barber Shop

we have never had an email from you at all it clearly stats the size of the Bowl. Why should we remove freedback when you have been notthing but rude we have over 4500 feedack on ebay and we have over 100 customers a day on our website www.tonesbarbershop.co.uk we are fair if this user would say sorry for the lies we would think about removing the feedback as this thread knows only half the story we have tryed and be helpful to this user and we have notthing but rudeness from him so why should we take this from anyone and then he trys to blackmail us this is not on we have a good repertation

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I made an enquiry on the website. This is the auto response I got. How the hell is this lying. What lies am I telling??? I was under the impression that the bowl would be deeper. I have not had help from you. You never answered my enquiry. You will not remove the feedback after I proved that I did make the enquiy. Why??? That is beyond rude it is slander.

This message is not flagged. [ Flag Message - Mark as Unread ] Date: Tue, 15 May 2007 13:01:06 +0000 Subject: Enquiry submitted to Tones Barber Shop To:[email protected] From:[email protected] http://us.i1.yimg.com/us.yimg.com/i/...book_add_1.gifAdd to Address Book http://us.i1.yimg.com/us.yimg.com/i/...xtmess12_1.gifAdd Mobile Alert YAHOO.Shortcuts.hasSensitiveText = true; YAHOO.Shortcuts.doUlt = false; YAHOO.Shortcuts.location = "us"; YAHOO.Shortcuts.lang = "us"; YAHOO.Shortcuts.document_id = 32; YAHOO.Shortcuts.document_type = ""; YAHOO.Shortcuts.document_title = ""; YAHOO.Shortcuts.document_publish_date = ""; YAHOO.Shortcuts.document_author = ""; YAHOO.Shortcuts.annotationSet = { lw_1181208079_0: { text: 'United States', startchar: 1248, endchar: 1260, start: 1248, end: 1260, weight: 0.952447, type: ['shortcuts:/us/instance/place/us/country', 'shortcuts:/us/tag/travel/destination_content', 'shortcuts:/us/tag/travel/airport'] , metaData: { geoArea: "1.19742e+07", geoCountry: "United States", geoIsoCountryCode: "US", geoLocation: "(-116.98218, 48.890652)", geoName: "United States", geoPlaceType: "Country", travel_id: "191501863", type: "shortcuts:/us/instance/place/us/country" } }, lw_1181208079_1: { text: 'http://rover.ebay.com/rover/1/710-5232-2978-1/1?SID=261485%4011%407&AID=9479574&PID=1446521&loc= http%3a%2f%2fcgi.ebay.co.uk%2fws%2feBayISAPI.dll%3 fViewItem%26item%3d230118930972', startchar: 1514, endchar: 1690, start: 1514, end: 1690, weight: 1, type: ['shortcuts:/us/instance/identifier/URL']}, lw_1181208079_2: { text: 'www.tonesbarbershop.co.uk', startchar: 2237, endchar: 2261, start: 2237, end: 2261, weight: 1, type: ['shortcuts:/us/instance/identifier/hyperlink/http'] , metaData: { linkHref: "http://www.tonesbarbershop.co.uk", linkProtocol: "http", linkRel: "nofollow", linkTarget: "_blank" } } }; YAHOO.Shortcuts.overlaySpaceId = "97546169"; YAHOO.Shortcuts.hostSpaceId = "97546168"; http://www.tonesbarbershop.co.uk/images/emailHeader.jpg

Dear Matthew

This is an auto response email confirming your enquiry the details of which are as follows:-

Title:MrFirstName:MatthewLastName:Schusteremailadd ress:[email protected]:5035087866Count ry:United StatesMessage:I received this bowl and have been using it for a few days, but upon use it is really to small to use soap or cream in.

http://rover.ebay.com/rover/1/710-52...3d230118930972

Is it possible to return this item??EnquiryType:generalHTMLemail:Enable
Thank you for your enquiry. We will be in touch with you shortly.

Regards

Tones Barber Shop
www.tonesbarbershop.co.uk

I bought 2 'best badger' shaving brushes from Tones Barber Shop a little over year or so ago as an estimate. From the word go, everytime I used the brush, at least 20/30 hairs would fall out of it. I thought this was just the brush 'breaking in' (as I was a noob back then) but a few months later and the brush was still losing a massive load of hairs. The brush in fairness was relatively inexpensive but extremely poor quality build.

I have since bought a Vulfix #2234 and have had it about a year now and would you like to know how many hairs this brush has shed during the whole year? 2 hairs lost in a whole year!!!

Just shows huh.

I never tried sending the 2 brushes back for a return that I bought from Tones Barber Shop off Ebay due to the fact that I live in Northern Ireland and the postage to England wouldn't be worth the hassle (money and time spent - refund value), so I just put it down to 'experience.

Im not saying all of Tones Barber Shop's goods are poor as I have not purchased them all to see but the 2 brushes I bought were not good.

Graham.

Quote:

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Originally Posted by matt

I made an enquiry on the website.

This message is not flagged. [ Flag Message - Mark as Unread ] Date: Tue, 15 May 2007 13:01:06 +0000 Subject: Enquiry submitted to Tones Barber Shop To:[email protected] From:[email protected] http://us.i1.yimg.com/us.yimg.com/i/...book_add_1.gifAdd to Address Book http://us.i1.yimg.com/us.yimg.com/i/...xtmess12_1.gifAdd Mobile Alert YAHOO.Shortcuts.hasSensitiveText = true; YAHOO.Shortcuts.doUlt = false; YAHOO.Shortcuts.location = "us"; YAHOO.Shortcuts.lang = "us"; YAHOO.Shortcuts.document_id = 32; YAHOO.Shortcuts.document_type = ""; YAHOO.Shortcuts.document_title = ""; YAHOO.Shortcuts.document_publish_date = ""; YAHOO.Shortcuts.document_author = ""; YAHOO.Shortcuts.annotationSet = { lw_1181208079_0: { text: 'United States', startchar: 1248, endchar: 1260, start: 1248, end: 1260, weight: 0.952447, type: ['shortcuts:/us/instance/place/us/country', 'shortcuts:/us/tag/travel/destination_content', 'shortcuts:/us/tag/travel/airport'] , metaData: { geoArea: "1.19742e+07", geoCountry: "United States", geoIsoCountryCode: "US", geoLocation: "(-116.98218, 48.890652)", geoName: "United States", geoPlaceType: "Country", travel_id: "191501863", type: "shortcuts:/us/instance/place/us/country" } }, lw_1181208079_1: { text: 'http://rover.ebay.com/rover/1/710-5232-2978-1/1?SID=261485%4011%407&AID=9479574&PID=1446521&loc= http%3a%2f%2fcgi.ebay.co.uk%2fws%2feBayISAPI.dll%3 fViewItem%26item%3d230118930972', startchar: 1514, endchar: 1690, start: 1514, end: 1690, weight: 1, type: ['shortcuts:/us/instance/identifier/URL']}, lw_1181208079_2: { text: 'www.tonesbarbershop.co.uk', startchar: 2237, endchar: 2261, start: 2237, end: 2261, weight: 1, type: ['shortcuts:/us/instance/identifier/hyperlink/http'] , metaData: { linkHref: "http://www.tonesbarbershop.co.uk", linkProtocol: "http", linkRel: "nofollow", linkTarget: "_blank" } } }; YAHOO.Shortcuts.overlaySpaceId = "97546169"; YAHOO.Shortcuts.hostSpaceId = "97546168"; http://www.tonesbarbershop.co.uk/images/emailHeader.jpg

Dear Matthew

This is an auto response email confirming your enquiry the details of which are as follows:-

Title:MrFirstName:MatthewLastName:Schusteremailadd ress:[email protected]:5035087866Count ry:United StatesMessage:I received this bowl and have been using it for a few days, but upon use it is really to small to use soap or cream in.

http://rover.ebay.com/rover/1/710-52...3d230118930972

Is it possible to return this item??EnquiryType:generalHTMLemail:Enable
Thank you for your enquiry. We will be in touch with you shortly.

Regards

Tones Barber Shop
www.tonesbarbershop.co.uk

---

we have never got this email as you sent it to shipping not sales but this still does not point out you have been notthing but rude to us and told notthing but lies and by the looks of the email we would not have took it back as its has been used and was not damge in anyway as soon as you say sorry we will remove feedback

Quote:

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Originally Posted by poona

I bought 2 'best badger' shaving brushes from Tones Barber Shop a little over year or so ago as an estimate. From the word go, everytime I used the brush, at least 20/30 hairs would fall out of it. I thought this was just the brush 'breaking in' (as I was a noob back then) but a few months later and the brush was still losing a massive load of hairs. The brush in fairness was relatively inexpensive but extremely poor quality build.

I have since bought a Vulfix #2234 and have had it about a year now and would you like to know how many hairs this brush has shed during the whole year? 2 hairs lost in a whole year!!!

Just shows huh.

I never tried sending the 2 brushes back for a return that I bought from Tones Barber Shop off Ebay due to the fact that I live in Northern Ireland and the postage to England wouldn't be worth the hassle (money and time spent - refund value), so I just put it down to 'experience.

Im not saying all of Tones Barber Shop's goods are poor as I have not purchased them all to see but the 2 brushes I bought were not good.

Graham.

---

if this is the case why have you not emailed us as we would have sent you 2 new ones and a free gift as well and what brushes where they because if they where TBS they are made by Vulfix for us as they make most of the brushes in the UK
sorry you have had this

I don't generall think wading into the middle of an argument is the best thing to do, but I am compelled to add my thoughts.

Tone - an email WAS sent to your company, and the fact that it was sent to shipping or to sales makes little or no difference in the customers eyes.

Having said that the email that was sent was little more then a one liner that did not explain the problem the customer was having, and was pretty short and to the point.

I think there are reasons on both sides to be unhappy.

However, I will say straight off the bat that I get really :cen off with ebay retailers who give retaliatory feedback to people that is negative when a neutral feedback is given. The guy did not negative score you - he only said an honest appraisal of the item in his opinion, and of the subsequent services he received.

I have to say also that the buyers posts above are always pretty well written, whereas the vendors responses are often harsh, negative and can be read as aggressive, with poor syntax and punctuation.

Further, frequently referring to how many happy customers a vendor has does not take away the fact that one person has a bad experience. It is not that you have lots of positives, in this world you are judged on how you deal with the occassional negative.

There is much room for improvement in how this whole thing has been handled by both sides, but at the moment it looks to me that Matt DID email you Tone, and that you did not respond to this email. That is the start of the whole thing. The negative feedback, in your heart of hearts, you know was retaliation. I think you, as the vendor, need to be the one backing down and setting an example to your other potential customers on this site.

Of course, if other evidence comes to light in this fascinating case I am always happy to review my policy :)

Si

Quote:

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Originally Posted by Sunsi

I don't generall think wading into the middle of an argument is the best thing to do, but I am compelled to add my thoughts.

Tone - an email WAS sent to your company, and the fact that it was sent to shipping or to sales makes little or no difference in the customers eyes.

Having said that the email that was sent was little more then a one liner that did not explain the problem the customer was having, and was pretty short and to the point.

I think there are reasons on both sides to be unhappy.

However, I will say straight off the bat that I get really :cen off with ebay retailers who give retaliatory feedback to people that is negative when a neutral feedback is given. The guy did not negative score you - he only said an honest appraisal of the item in his opinion, and of the subsequent services he received.

I have to say also that the buyers posts above are always pretty well written, whereas the vendors responses are often harsh, negative and can be read as aggressive, with poor syntax and punctuation.

Further, frequently referring to how many happy customers a vendor has does not take away the fact that one person has a bad experience. It is not that you have lots of positives, in this world you are judged on how you deal with the occassional negative.

There is much room for improvement in how this whole thing has been handled by both sides, but at the moment it looks to me that Matt DID email you Tone, and that you did not respond to this email. That is the start of the whole thing. The negative feedback, in your heart of hearts, you know was retaliation. I think you, as the vendor, need to be the one backing down and setting an example to your other potential customers on this site.

Of course, if other evidence comes to light in this fascinating case I am always happy to review my policy :)

Si

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the thing is that the buyer was rude to us from the start thats why he got the nagative feedback we do not have to take this from anyone

Quote:

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Originally Posted by matt

I bought a shave bowl from them. I received it and it was too small to lather in. I submitted an enquiry on their website and asked about a return. I never got a response. So when I left the feedback on Ebay for them a month later I left a neutral score stating that the transaction went well but they never responded to my question. They responded by leaving me a negative score stating that I never contacted them and that they sell loads of things not to come back.

I responded by sending them an e-mail with the enquiry form I made on their web page. It was the automated e-mail response that is sent to everyone who makes an enquiry and shows in detail that I did attempt to contact them. They said they would not remove the feedback. I even said I would remove the neutral score I left them as long as they acknowledged the fact that I contacted them. The answer was again no.

It is obvious that they are trying to protect their business here but it is plain as day that they are lying their asses off because they can hide behind the fact that they handle many reputable transactions without a problem . That is commendable but why should I leave them a positive score just because I am that one person out of a hundred that did not have such a pleasant experience? Had they responded to me after I requested a return and told me that it was not possible I would have left them a positive score and noted the transaction went smoothly. Now I paid 44 dollars for a bowl that I can hardly fit a brush in. If I set the brush on the bowl it tips over and when I try to make a lather in it, I end up with lather all over the bathroom.

On top of it all I spend an evening on ebay trying to sort these problems out only to find that I am going to have to spend 30 more bucks just to have someone check it out for me. I guess there is a price for free speech.

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We are interested in the comments made regarding the shaving bowl bought by this gentleman. The item is clearly described and includes the actual measurement of the bowl so one is left wondering why he bought it in the first place. It appears that he has used the bowl and then wished to return it although we have only been made aware of that fact through a third party. Our Customer Service is second to none and our Terms and Conditions of sale are clearly stated. We sell hundres of this item all over the world and the bowl size is quite capable of taking two of our 3.5 soap domes.We regret that the gentleman is unhappy with the item and our service but feel that he could have expressed his discontent in a less hostile and public manner.

Well said Si, I agree it is never a good idea to join a discussion part way though, so these are my thoughts based on the discussion so far.

In my mind the customer is always right, whether they are right or wrong, with in reason. It is a fact of life if you pay money for something you want it to meet your expectation, and this item did not meet expectations. You have 100 happy customers a day, which is fantastic, well done, so just accept that one customer is not happy, and fix the problem.

This argument will not affect the customer in any way. But this disagreement over 15 pounds could end in a downward spiral of disrespect for the shop, by some members of this forum and other forums.

This not about who is right and who is wrong it is about what is right!

That said it should never have got to the point of needing to be discussed on this forum.

This is really interesting.

I would like to summarise the following facts;

- The purchaser has provided evidence that an email was sent on the 15th May that was apparently unanswerd.
- We have not seen evidence of any rude conduct from Matt.
- The diameter of the bowl is clearly stated, its depth is not.
- A neutral feedback was left for the vendor.
- A negative feedback was left for the purchaser after the neutral feedback.
- The bowl was not damaged or unusable

My thoughts (not facts);

- People who do not get their original enquiry answered have a right to persue their enquiry further.
- Getting rude is not the answer
- Answering the polite emails is the best way to avoid rude ones in the first place.
- I can't see any reason why TBS should take the bowl back
- I can't see any reason why TBS left negative feedback
- I understand why Neutral feedback on the basis of CS, not the product though
- The description is not as complete as stated above, as it only states diameter, not depth.
- 10.5cm is not very big, so it would be pretty clear that the bowl is not going to be that deep.

Based on the facts alone its not looking good for Tone.

Can't wait for the next installment. This has me on the edge of my seat.:tu

Si

Quote:

---

Originally Posted by Sunsi

This is really interesting.

I would like to summarise the following facts;

- The purchaser has provided evidence that an email was sent on the 15th May that was apparently unanswerd.
- We have not seen evidence of any rude conduct from Matt.
- The diameter of the bowl is clearly stated, its depth is not.
- A neutral feedback was left for the vendor.
- A negative feedback was left for the purchaser after the neutral feedback.
- The bowl was not damaged or unusable

My thoughts (not facts);

- People who do not get their original enquiry answered have a right to persue their enquiry further.
- Getting rude is not the answer
- Answering the polite emails is the best way to avoid rude ones in the first place.
- I can't see any reason why TBS should take the bowl back
- I can't see any reason why TBS left negative feedback
- I understand why Neutral feedback on the basis of CS, not the product though
- The description is not as complete as stated above, as it only states diameter, not depth.
- 10.5cm is not very big, so it would be pretty clear that the bowl is not going to be that deep.

Based on the facts alone its not looking good for Tone.

Can't wait for the next installment. This has me on the edge of my seat.:tu

Si

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at the end of the day its notthing to do with you at all
the item is clearly listed we do not have to justify our self to anyone we are a company not a one man band so its alright for someone to be rude to us and we are no allowed to say anything you must be living in a dream if we was the one being rude we would have delt with it but we will not take this at all it looks like you have not got any thing good to do but to sit down in front of your pc putting good companys down we have got a good customer base and we are one of the best retailers out there
allthe best

Quote:

---

Originally Posted by poona

I bought 2 'best badger' shaving brushes from Tones Barber Shop a little over year or so ago as an estimate. From the word go, everytime I used the brush, at least 20/30 hairs would fall out of it. I thought this was just the brush 'breaking in' (as I was a noob back then) but a few months later and the brush was still losing a massive load of hairs. The brush in fairness was relatively inexpensive but extremely poor quality build.

I have since bought a Vulfix #2234 and have had it about a year now and would you like to know how many hairs this brush has shed during the whole year? 2 hairs lost in a whole year!!!

Just shows huh.

I never tried sending the 2 brushes back for a return that I bought from Tones Barber Shop off Ebay due to the fact that I live in Northern Ireland and the postage to England wouldn't be worth the hassle (money and time spent - refund value), so I just put it down to 'experience.

Im not saying all of Tones Barber Shop's goods are poor as I have not purchased them all to see but the 2 brushes I bought were not good.

Graham.

---

Hi Graham
We are from Tones Barber Shop and have leanrt that you have experienced problems with two shaving brushes that you purchased from us.If the brushes are TBS they are actually made by Vulfix for us. We would be very happy for you to return your brushes to us - we will replace the brushes, refund your postage and include a free gift to compensate for any inconvenience to yourself, this is our Customer Services policy where goods are found to perform in a less than satisfactory manner.
Kind Regards

Yup - nothing to do with me at all. I do have better things to do but I find this interesting - it caught my interest.

I don't think at any point I put your company down. I merely wanted to summarise the basic points - which show the positives and negatives of both sides case - in a simple way. I figured that it may help you come to an arrangement, or at least see each others sides of the story.

The facts are stated, and cannot be argued with. My personal thoughts are probably where you are having some beef with me. I encourage you to read them again. 3 of them are clearly supporting your position.

I added a final statement that on the evidence shown so far in this forum, your case is weaker then Matts. I expected you to respond with some more evidence, something to balance the whole thing out a bit, and instead I got semi-comprehensible abuse.

Strike another customer from your potential base.

Si

Any point in continuing this one?

Thanks guys.

Lynn

None. I'm out.

Si

Quote:

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Originally Posted by Tones Barber Shop

Hi Graham
We are from Tones Barber Shop and have leanrt that you have experienced problems with two shaving brushes that you purchased from us.If the brushes are TBS they are actually made by Vulfix for us. We would be very happy for you to return your brushes to us - we will replace the brushes, refund your postage and include a free gift to compensate for any inconvenience to yourself, this is our Customer Services policy where goods are found to perform in a less than satisfactory manner.
Kind Regards

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Im shocked to hear they are made by Vulfix but I can only take your word on that. As agreed via pm, I will return said brushes to meet your offer.

Many Thanks
Graham.

The reply towards Si was just the rude type of reply that Matt has been accused of. Strike another customer.

Lynn,

While it was moderately entertaining reading, were we to use the analogy of the Greek Immortals: Klotho, Lakhesis, and Atropos, the thread has been spun, it has run its measure, and now needs to be cut.

Thanks, Bruce

Hi, I am very sorry you experienced a problem with -------------------------..

Sympathy

I understand how frustrating this may be for you. I know when I purchase something that does not meet my expectations I am upset. We always try to sell quality items. However, if you are not satisfied we will try and make it right for you.

(empathy)

Although we feel the item was clearly marked, perhaps we can arrange for either a substitute, or a partial refund. Although this may not be exactly what you would like we believe this solution is fair to everyone involved. Would a refund of 80% be acceptable?? As the bowel is now used we will sell it as such on E-Bay at a discount and the markdown will defray some of those costs.

Jerry

Quote:

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Originally Posted by Bruce

Lynn,

While it was moderately entertaining reading, were we to use the analogy of the Greek Immortals: Klotho, Lakhesis, and Atropos, the thread has been spun, it has run its measure, and now needs to be cut.

Thanks, Bruce

---

+1 for me. Not much more to be said. As long as this thread continues it appears that Tone will lose more customers.

The most recent response from TBS was courteous, well written, and contained a perfectly good example of customer service (offer of replacement, offer of compensation).

Up to then I was making a mental note not to use TBS. But the stark contrast between the rude and the proper makes me wonder whether the 'rude' was simply an inexperienced or rogue member of staff?

Maybe worth giving them the benefit of doubt? (Assuming Graham gets his recompense satisfactorily.)

It really seems like someone has gotten ahold of the login info and started posting to make them look bad (CSI should step in to rescue them, or they should change their log in info). Or, it could be split personalities in the owner of the shop (like the "criminal minds" show I saw last night). OR, it could be that there are multiple owners who disagree on the appropriate method to handle disputes (seriously make up ur minds guys).

Or! it could be that a member is capitolizing on the situation and is offering to buy the bowl at 80% cost...hmmm, nacy drew where are you?

To the members of the Forum

Dear Colleagues

We have regretably been made aware of various e-mail correspondence between what would appear to be Tones Barber Shop and your forum. The value that this company places on customers and the attitude of our Customer Liaison are not reflected in this correspondence. At this time of the year we use staff who wish to work on a temporary basis alongside our usual team and we are now conducting an enquiry into how this matter was not dealt with through the proper channel of the Customer Liaison team. Serious consequences will ensue for any member of staff temporary or otherwise if they are found to have acted in this discourteous and uncalled for manner.We have also been made aware of a 'Negative' feedback giiven to your forum member which we have asked to be removed as we feel it to be unfair and unwarrented.
Tones Barber Shop apologise unreservedly to the members of your forum, our customers are our priority and whilst there may be occasions when we do not get things right for someone we endeavour always to resolve the matter in a speedy courteous and amicable way.
Kind Regards
Catherine Emery
Customer Liaison
Tones Barber Shop

Now thats customer service.

Well, there you go!

-whatever

-Lou

(...somebody's going to get in t-r-o-o-u-u-b-l-e !!!....)

Quote:

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Originally Posted by Tones Barber Shop

To the members of the Forum

Dear Colleagues

We have regretably been made aware of various e-mail correspondence between what would appear to be Tones Barber Shop and your forum. The value that this company places on customers and the attitude of our Customer Liaison are not reflected in this correspondence. At this time of the year we use staff who wish to work on a temporary basis alongside our usual team and we are now conducting an enquiry into how this matter was not dealt with through the proper channel of the Customer Liaison team. Serious consequences will ensue for any member of staff temporary or otherwise if they are found to have acted in this discourteous and uncalled for manner.We have also been made aware of a 'Negative' feedback giiven to your forum member which we have asked to be removed as we feel it to be unfair and unwarrented.
Tones Barber Shop apologise unreservedly to the members of your forum, our customers are our priority and whilst there may be occasions when we do not get things right for someone we endeavour always to resolve the matter in a speedy courteous and amicable way.
Kind Regards
Catherine Emery
Customer Liaison
Tones Barber Shop

---

Thank you for your help. I am sure this will ensure all of your future business with customers like these forum members plentiful.

I will take an 80% refund sure, but do not feel the need. The feedback is going to be removed and that is what I wanted. I will look into changing the feedback I left to a positive If I can do that somehow.

As this matter is being taken care of I consider the whole event a learning experience, and I am sure that this outcome will be better for Tones in the future and the rest of us.

Now THAT sounds more like a buisiness. (In Dutch we say that "the customer is King" and a company that understands that does a whole lot better. Seems like peopleat Tones get this.

Hey and even better business policy....sending people free things. :y

They are even sending me a free tube of almond oil cream.

Here is the ending paragraph of the e-mail which made me chuckle a little

This has not been a positive experience for you as the customer or us as a company but as a gesture of goodwill and to hopefully emphasise the fact that your custom is very important to us I am sending you a tub of the Cyril R Salter Classic Almond shaving cream which whilst it may not go in the bowl I do hope you will enjoy using.

I will!

Yeah, that's always VERY good buisiness.