I have been soup nazi-ed by Mimoco. It started out because I asked for the difference from the sale price I paid on Friday for the advertised sale price on Monday, which was a thirteen dollar difference in the item I was getting. They refused to give me the price difference and quoting some little seen policy on their website (as if they could not have bent the policy this once) that flash sales were exempt from this price guarantee. OK.
Policies can be change or overridden on a case by case basis. So why not ask someone higher up the totem pole if they could make an exception. Nope we can’t. So you can’t walk down the hall and ask the person that made the policy for an exemption? Nope we can’t. Again, I say OK.
So I cancelled my pending order and was then immediately told I would not be allowed to place another order for that item at the lower price. WHAT!? So no soup for me, huh?
Apparently, their software (yeah, right) would catch it and not allow the order through. In other words the customer service rep (which this company only has one) would see my name on the order and manually cancel it before it ever went through. Thanks a bunch there Mimoco!
Yeah, I could have had my friend buy it for me at the lower cost, but I would rather give my money to a company that appreciates my business.
So instead of losing $13 (which would have meant a TON to me and is but a drop in the bucket to you), you have now lost $77 and the fees to refund it to my credit card. Again not a lot of money to you. But a nice sized chunk of my pay check!
When a customer that has been loyal in the past and has not only made purchases of a couple hundred dollars over the past several months, but has gone above and beyond by supporting your kickstarter project both monetarily and within social media….maybe just maybe you would like to have reconsidered your position and given the added discount. As you have not just hurt the current and future sales of the products, but and future word of mouth campaigning I may have done on your behalf.
I would have loved to have had my Klingon in my pocket protecting my data from alien forces and the evil Federation, but I have my complete set of Star Trek Mimobots and will be getting my Kickstarter BatteryBot and then I am completely done with you folks. Your lack of customer service (by never replying to me and for taking over a day to cancel the order and refund my money) has cost you a loyal fan.
No, I wasn’t expecting an email telling me my order was on the way and by the way here is the discount you requested, but I could have at least gotten one telling me sorry but we stand by the policy etc. It is the completely being ignored after being told in no uncertain terms to not even bother placing another order. Those two things combined are what has gotten under my skin and are more unforgivable than the loss of the money. Poor customer service will lose customers faster than over inflated prices any day.
While I won’t tell anyone NOT to buy your products (I will leave that up to them), I won’t go out of my way to spread the word about any of your products or projects ever again either.