Grailmail Reviews 

Reply from Grailmail

Updated May 1, 2021

Alec ordered an item that ran out of stock. As Alec notes his order was cancelled right away, there was no messing around or delay within minutes the order was cancelled.

When the order was cancelled Alec was emailed automatically explaining that his order was cancelled ie because it was not in stock. The shop provider shopify requires that you pick an option which is included in the email.

Alec then emailed asking why his order was cancelled.

Hi

Why has my order 1918 been cancelled?

Regards

Alec

We stated

“HI

As noted as the cancelation reason the item is not available/not in stock.

Thanks

GM”

This is the single communication that Alec received from us. There were not multiple replies or an argument.

Alec replied stating -

“Hi

Pretty poor service there! Why show in stock when it isn't?

Regards

Alec”

I did not respond to this email as if anything, Alec appeared interested in having an argument which I did not wish to engage in. Alec has now written a Facebook and Trustpilot review, no doubt looking for a reaction.

I am only replying as I wish people reading these reviews to understand the full facts.

- Alex ordered an item which was out of stock.

- As Alec confirms the order was cancelled in minutes.

- Alec emailed us and we responded to Alec with the exact wording used above, there has been no further communication.

Readers can make their own judgement regarding how bad the service has been.

Thanks

GM

Reply from Grailmail

Updated Jan 24, 2021

The item you purchased states it’s a preorder in January, we are still in January.

This buyers email 2 minutes before this review

“Hi, I’ve not received any updates on my item. I understand it’s on preorder but would like a rough estimated arrival time. Thanks”

The buyer understands it’s on preorder, knows the date hasn’t passed but yet has left us a 1 star review. Honestly what is wrong with some people.

Shame I’m the only shop selling them, this bizarre behavior gets your order cancelled.

Update - that is entirely untrue. I sent an email telling him I was cancelling his order because he left this review.

He sent an email that email asking for a specific date after which he left this review 2 minutes later (He did not even give me a chance to answer the email). It has nothing to do with the email it has everything to do with this review.

Update - Even worse he admits putting the review up before evening sending the email. Yes he did the response in reference to the review. Thats why the email I send mentions the review.

Lets go through the logic -

1. He knows the item is a preorder for January.

2. He knows he is not suppose to have it.

All Rosat wants is an update? Ok seems perfectly reasonable. What does Rosat do?

Well he/she decides he/she will leave a 1 star review on trust pilot. That makes sense doesn't it? That’s what logic people do isn’t it?

Sending an email asking for an update? Nah come on why would you do that, lets get the one star review up first.

Rosat also states its almost the end of January and he has not got an update? The end of January is a week away. The preorder states its due to arrive in January, that means it could arrive with us on the 31/01 and it still would not be late.

3. It’s now unprofessional when he/she gets an upset response telling him that I we will be cancelling the order.

I do accept that I could have handled the situation different however that would be normalising this sort of behaviour. There is unfortunately a small group of people who think they can treat sellers however they want, while sellers are to ponder to their behaviour.

Rosat knows he/she is not supposed to have the item and he knows the delivery period has not expired. Rosat therefore knows he/she should not be leaving a one star review but he/she does it anyway? Does that make sense to anyone?

Rosat ofcorse thinks as he/she the customer he/she can act unreasonable and in response I should be nicely asking him/her to remove the review. Rosat expects us to act "professional" (by professional he means respond to his/her unreasonable behaviour nicely)

Its entirely unthinkable to Rosat that we could call out his/her behaviour and cancel his/her order, its ofcorse unprofessional and rude to respond to poor behaviour in a firm manner.

Its unthinkable that Rosat would request I do not cancel his order and acknowledge the review should have never went up in the first place. No come now, customers always right, the seller is supposed to be trampled over.

Buying/Selling is a two-way street. We are a small business with a very loyal customer base. Is it any coincidence that almost all our negative reviews come from these type of people who get their own orders cancelled through passive aggressive behaviour.

We do not have to sell to people, if you want to treat us poorly then expect your order to be cancelled. All Rosat had to do was drop us an email and wait for a response but thats to much to ask. He had to leave a one star review in the knowledge his item is not late. Honestly who does that?

We know most people do not act like this and we know most people read these reviews and know exactly what type of buyer we are discussing.

I would rather have a 1 star review than tolerate this sort of behaviour. We have a duty to society and other sellers to not normalise this type of behaviour.

People know how good our service is, if there is any problems or questions all people need to do is drop us an email.

Thanks

GM