ssgumby - 10:12 pm on Jun 29, 2011 (gmt 0)
jwolthuis, we have a customer support tracking system which generates an id for all incoming email among other things. Essentially it creates a ticket. I can view a report to see what emails have been unanswered and for how long. Its a sort of queue. In general we do refund an unhappy customer without question. We start by trying to rectify, as the issue escalates we escalate the response until its a full refund. Keep in mind our orders are relatively small, about $70 on average. We do strive to be perfect and we go above and beyond in every way possible, so our unhappy customers are rare, we DO have some and a few irate ones but again they are rare.