Honestly, we do occasionally have some problems. What business
doesn't? In the case of Will Denayer, he sent a package back to
Metalliferous via the Postal Service. We did not receive it. He
claims this is ridiculous. I can only offer the voluminous
repository that is the Dead Letter Office in New York City as a
counterpoint to his statement. Packages DO get lost and stolen.
That is why we prefer to use UPS or FEDEX when shipments leave ot
return to our office. As to his claim that we did not send him the
reticulation silver he requested, I can only state that we show no
record of the order. That does not mean that he did not request the
material, only that the order was not evident in our computer system.
When attempting to come to some resolution to this matter, I phoned
him and was told that because he was leaving the country, he would be
too busy to come to the phone. I left a toll-free return phone
number with a woman at his residence and was told that he would
contact me prior to his leaving the States. This did not happen.
The matter, as we see it, is still unresolved. Mr. Denayer's
solution was to go to post a negative comment about Metalliferous
online, rather than speak to me regarding the matter.
As to the issue with Ms. Haldiman, an item we had acquired at a
public auction was placed for sale on eBay. Ms. Haldiman was the
winning bidder for $19.95 (including shipping). Subsequent to the
eBay auction, the item (a wax pen tip) was either misplaced or stolen
from our premesis. On occasion, this does happen. A suggestion was
made to Ms. Haldiman that she inform PayPal of the events and secure
a refund through them. The outcome of this suggestion was never made
clear. Ms. Haldiman did have a conversation with someone at our
office and she was told that a refund would be forthcoming. Due to a
number of circumstances (including the December 19th death of our
co-founder, Peter Bovin), her refund check was not processed. After
a somewhat confusing and strained conversation between Ms. Haldiman
and myself this past Tuesday, a refund letter was processed and
mailed to her via Priority Mail with twenty dollars in cash (this to
eliminate the requirement that she deposit the check and wait for it
Metalliferous maintains a 98.6% positive response rate as a seller
on eBay. We stand by our service and products and attempt to satisfy
as many customers as possible. Occasionally, things fall through the
cracks. We attempt to make amends and move forward. Occasionally,
we come up against customers with whom we can do no right. In those
cases, no apology can change their opinion. As a matter of business
practice, we prefer to evaluate the specific situation, determine the
facts, then respond accordingly. This approach serves our business
well and most of our customers appreciate the way in which we conduct
We would like to have our track record stand for itself. We try.
Sometimes we miss the mark. Mostly, however, we succeed and are
proud of our business.