Trouble with Nootropics Depot Shipping and Refund.

Ohh, I was hoping you'd post here. Before I start, I want to make one thing very clear to the community; as it has become a problem lately. If you make threats to my team for any reason, whether that be to try and pressure us into doing something, or because you are frustrated, I am going to ban you. Period. We have a very large customer base of really nice people, who appreciate the way we do business. We have no time for rude people that use threats to try and get their way. It's not fair to my team to have to constantly deal with hostile people who just make their days worse. We bend over backwards to take care of our customers that treat our team nicely, and are reasonable in their requests. However, if you make threats toward us, you can find another vendor.

Now let's discuss your particular instance. You placed an order two days ago, on February 28, at 7:26am MST. You chose Bitcoin as the payment option. At the moment, Bigcommerce does not have a Bitcoin payment integration. So we have to do things manually. You emailed us a request for our wallet address at 7:27am MST. One of my support staff emailed you back at 9:16am MST, which is 16 minutes after we opened. You were instructed to send the BTC to the specified wallet, then email us back with the exact amount you sent. That's how we can manually find your payment in our wallet, which allows us to set your order to ship out. It's not ideal, and we are working on a custom integration. However, it's the only way we can accept BTC on Nootropics Depot at the moment.

My team got your next email with the amount you sent at 3:10pm MST. You claim to have sent it much earlier in the day, but our system only shows we received it at 3:10pm. One of my support team then responded to you one hour and thirty six minutes later, at 4:51pm MST, stating we saw your payment confirmed in our system, and had set your order to ship out. You responded with the following message.

Can you please expedite this shipping. This delay is on you. Please make it right. I would hate to have a bad experience and review.

First off, you placed a $27 order. You had USPS Priority shipping. USPS Express to your address would cost $38, which is MORE than the total cost of your order. It is entirely unreasonable for you to request us to pay for a shipping method that is more than the cost of your total order, when every email interaction between you and my team was responded to in less than two hours. We did not ignore you for days. We responded to you very quickly. So naturally my team said that we cannot upgrade your shipping method. They mentioned issues with the blockchain interface. However, my support team is not an expert on Bitcoin. They know how to check for payment, but they do not understand the details behind the network and the way things work. So sometimes their explanations are not the best technically. I realize that, and am working with them to better explain their responses to explain the Bitcoin side of things to customers. Regardless, there are sometimes delays in the confirmations of Bitcoin payments; whether that be from the network side, or from our own wallet side. In this particular instance, we did not have days or weeks in delays. My team responded to you in hours. You threatening to make bad reviews about us, unless we pay more than the cost of your order to upgrade you shipping, is blackmail.

Here is your next response to my team:

Listen, I don't really care about all the excuses you just gave me. I did everything I needed for you to get this out yesterday. I will never order anything from any of your sites unless you make this right. Also, I do not have a problem letting all the communities that support these products know about the excuses. I'm sure that will cost you more than the $15 it costs upgrade shipping.

So you double down on your threats about making bad reviews about us, unless we pay to upgrade you to Express shipping. Then you went on Facebook and made a one star review about us. This is when I got involved.

We've been having a recent uptick in issues like this. We do tens of thousands of orders a month now. So it stands to reason there are going to be some entitled people that feel the need to be rude to us and make threats to try and get their way. Most of the time my team is very courteous, and handles all these things with a smile on their face. If you were a long time customer that made a couple hundred dollar order, we would have upgraded without question. If you had First Class shipping, and wanted to upgrade to Priority, and were nice about it, my team would have done it in a second. There is even a chance that if you had approached me here on Reddit, and been nice to me and my team, I may have paid to upgrade you to Express on our dime. I help people out all the time. However, if you start out with threats and being rude, those are off the table. My team has a lot on their plate, and has to deal with a lot of shit. They deserve to be treated cordially and with respect.

I will admit, I am a little more heated about this because of the amount of times I have had to deal with similar things in the past couple months. Dealing with multiple threats a month gets old; especially when we are still providing extremely good service in the light of very difficult times for our industry. If this had been the first time, I probably would not have been so abrasive with you. However, I am done tiptoeing around people that make threats to my team. We are not perfect. Nobody is. However, we come in day in and day out trying to do the absolute best we can for our customers, and when some of them threaten us and are rude, it just makes all our days worse. You placed a $27 order with us, and my team answered all your emails within hours of receiving them. There was no reason for you to threaten us and be hostile, and try to get us to pay more than the total cost of your order to upgrade your shipping. So I had my team cancel your order before going out, and we refunded you the BTC. Circle has already responded to us, and they are putting the refund we sent back into your wallet.