Communication from an Irate Customer

September 02, 2023

This is an email I recently received from a customer:

Again same f***ing price you f***ing idiot. Try telling me they’re different one more f***ing time and I swear to god I will f***ing ruin your business 
As a personal courtesy to our customers, I, Judy, review every press order for accuracy before shipping.  Having been a newbie press user myself, I understand that it can be confusing and frustrating to wait for an order, only to discover that the wrong items were purchased.  Back when I was new to presses, I would have appreciated this courtesy extended to me.

Sometimes duplicate items are inadvertently ordered.  In such cases, I refund the duplicates.  Other times, needed items are missing.  When this happens, I let the customer know so they can either add what's needed or else edit or even cancel their order.

Usually all goes smoothly, but I am sharing one recent experience in the interest of transparency.  Please note that the customer's name has been removed.  I initially would *not* have included his email responses at all for privacy reasons, but he has already made a public outcry about this on social media, so he does not appear to be concerned about keeping this exchange a secret.

On August 27, 2023, this customer placed an order for a press with numerous fasteners and dies.


On August 28, 2023, I sent him an email stating that he was missing a set of dies to install the grommets he had purchased.

On Wed, Aug 30, 2023 at 1:49 AM *customer*  wrote:
please change 5mm die to 7mm die
On Wed, Aug 30, 2023 at 3:49 AM Judy wrote:
Hi *customer*.  I deleted the 5mm top hole cutting die and added the 7mm grommet dies per your request, and emailed a payment request for the balance.


On Thur, Aug 31, 2023 at 2:10 AM *customer*  wrote:
They’re the same price…. I’m not paying that. Please just ship my order already.

 **Note: At this point, I would have shipped the order without the necessary dies, but then I read the next email, sent 1 minute later.

On Thur, Aug 31, 2023 at 2:11 AM *customer*  wrote:
If it’s not shipped today, cancel my order… this is ridiculous. Stop questioning what I purchased and ship it already 

On Thur, Aug 31, 2023 at 2:16 AM *customer*  wrote:
Please explain why you’re trying to charge me extra? Is this what you guys do to people? I will be canceling my order my if it’s not fully processed and shipped

** Note: Because the tone had changed here, I didn't want to escalate the situation or continue with any interaction.  I opted to cancel the order per his request to avoid any possible further dispute after he received his order.


On Thur, Aug 31, 2023 at 10:01 PM Judy wrote:
Hi *customer*.  I cancelled the 5mm top hole cutting die, which was $13.99.

I added the 7mm grommet dies, which are $29.99.  Those dies are not the same.

The price difference is $13.61. 

I have cancelled your order per your request.


On Fri, Sept 1, 2023 at 5:22 AM *customer*  wrote:
Thanks for ruining my week
On Fri, Sept 1, 2023 at 5:25 AM *customer*  wrote:
You really did all that just for my order to be cancelled, congratulations you lost a customer. Really poor customer support, next time just ship the order.
On Fri, Sept 1, 2023 at 5:27 AM *customer*  wrote:
I want to buy something now so I can leave a bad review
On Fri, Sept 1, 2023 at 5:35 AM *customer*  wrote:
Same price. Stop trying to scam people
On Fri, Sept 1, 2023 at 10:30 AM Judy wrote: >

Hi *customer*.  Thank you for your email.   I'm not sure where your confusion lies.  I made it clear that the hole cutting die and the grommet dies are 2 different items.  They are not the same price.

I will try to explain one last time.

You originally purchased the 5mm top hole cutting die. This is 1 piece, used to cut a hole, and costs $13.99.

What you needed to purchase instead were the 7mm grommet dies.  These are 2 pieces, used to install the grommets, and cost $29.99.

Had I sent your order the way you placed it, you would not have the grommet dies needed to install the 7mm grommets you purchased, and likely would have been upset by that. 

You are welcome to join our FB group and leave an honest review here: groups/kamsnaps/

Good luck with your purchase elsewhere.


  **Note: This was the last email I sent.

On Sat, Sep 2, 2023 at 3:15 AM *customer*  wrote:
You were charging me twice for the bottom cutting die, I already have one that’s why I don’t understand why you’re insisting on charging me for it twice. 
On Sat, Sep 2, 2023 at 3:24 AM *customer*  wrote:
Also, I didn’t purchase the 7mm die initially because I mostly work with stretch fabrics and therefore not needed. **  You need to respect your customers, this is some of the worst customer service I’ve experienced. I needed this a long time ago and now I’m behind on work thanks to you. I would rather spend 3x this than support a shady business. I’m very connected with the sewing community through my brand and have over 140k followers. I’ve already put you all on blast for your shady behavior trying to scam me. Good luck having any business behaving this way. You’re lucky I don’t make this a legal matter considering you were withholding things I already purchased until I purchased more from you. THATS ILLEGAL.

**Note: The customer is referring to the hole cutting dies here -- which he is correct about not being needed for stretch fabrics.  But the issue was regarding the grommet installation dies, which are still needed.  There is still a misunderstanding.

On Sat, Sep 2, 2023 at 3:30 AM *customer*  wrote:
Also, I know you’re sketchy because your Facebook group is private I can’t even leave a review. It’s okay tho I’ll just keep letting my over 140k followers know :) 
On Sat, Sep 2, 2023 at 3:34 AM *customer*  wrote:
Again same f***ing price you f***ing idiot. Try telling me they’re different one more f***ing time and I swear to god I will f***ing ruin your business 

On Sat, Sep 2, 2023 at 4:00 AM *customer*  wrote:
You can send me my original order free of charge. If not, thats probably not gonna work out in your favor. Maybe don’t try to scam people next time. I’ve taken legal action and have notified my bank of this fraudulent business. 
On Sat, Sep 2, 2023 at 5:14 AM *customer*  wrote:
HAHAHAH PEOPLE ARE ALREADY DM’ing ME SAYING THEY WONT SUPPORT YOUR BUSINESS. Have a nice day Judy, don’t you wish you just shipped my order? Could’ve avoided
On Sat, Sep 2, 2023 at 5:57 AM *customer*  wrote:
I genuinely wanted to purchase a press from you all, seemed like the best option on the market, it’s a shame that you’re up to illegal activity and harass customers. 
This was followed by over 50 "blank" email messages from the customer up until 6:35AM.

There may have been a misunderstanding on both our parts, and I'm sorry if I unwittingly contributed to that misunderstanding.  Given the tone of the customer's replies, I chose to distance myself from any possible further escalation. 

I'm clearly not perfect and perhaps I could have handled the situation better or used better words to explain. I apologize to the customer for any unwitting offense. At the same time, I can't condone the direction he chose to take, and the ugliness over something so trivial has left me shaken.



On Sat, Sep 2, 2023 at 6:48 AM *customer*  wrote to the general business email (not to my email):

Hi I’m reaching out because Judy was harassing me after I had placed my order. I told her numerous times I do not need the things she was telling me to buy but she was refusing to ship my order until I did. I told her no and no time after time and that I had gotten what I needed, I had no need for the extra things. Yet she still insisted on not shipping my order until I bought them. I finally told her to just ship my order without the extra items I didn’t need or to just cancel it. She cancelled it. I have never in my life been harassed so much by a business and extorted into buying more things. I genuinely wanted one of these presses but now I don’t think I can support a business like this. Now I’m behind n my work after going through all this drama with Judy and still having no press. Absolutely worst customer service I’ve ever dealt with.


On Sat, Sep 2, 2023 at 6:55 AM *customer*  wrote to the general business email (not to my email):

I should mention I have a very large following on Instagram and am very well connected in the sewing industry, I will not be recommending KamSnaps after my experience with Judy unless this situation is rectified. Just wanted to buy a press without someone harassing me and refusing to send my order after telling them numerous times to just send my order. 

On Mon, Sept 4, 2023 at 1:17 AM *customer* attempted to place another order.  This time, he added the 7mm grommet dies that 1) he had previously insisted he didn't need and 2) he had insisted were the same price.  Note that order total is more this time than it was in the original order. 


On Mon, Sept 4, 2023 at 1:17, the order was automatically cancelled by our filtering system.



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