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A Customer Service Problem with Ben Silver

28K views 96 replies 52 participants last post by  Nerev  
#1 · (Edited)
Bob emailed me, and we are in the process of working things out.
 
#2 ·
As a store owner, I'm often as sympathetic to the proprietor as the customer, but I can't imagine having a problem with someone buying multiple sale items from me at my asking price no matter what their intentions. If I've marked it down, my intention is to move them more aggressively than the balance of the inventory.

The only thing I can think of is that every unit resold through an intermediary is one less impression the proprietor gets to make on the customer and potentially increase business.
 
#3 ·
As a store owner, I'm often as sympathetic to the proprietor as the customer, but I can't imagine having a problem with someone buying multiple sale items from me at my asking price no matter what their intentions. If I've marked it down, my intention is to move them more aggressively than the balance of the inventory.

The only thing I can think of is that every unit resold through an intermediary is one less impression the proprietor gets to make on the customer and potentially increase business.
While I understand, there is no excuse for accusing a potential customer a thief. I was purchasing a pair for myself. Also, the fact that he doubled the price after we "had words" shows his character. If he wants to refuse to sell to me, so be it. Its not like I wanted 2 dozen shoes. There is no excuse for calling me a thief.
 
#4 ·
I don't think it should matter if you did want 2 dozen shoes. As Trip said, if a store owner sets a price and you are willing to pay it he should sell it to you. Sounds to me like he underestimated the demand for the shoes and regretted marking them down. But an honest businessman would have at least honored the price to those who had ordered prior to raising it for all future orders.
 
#5 ·
Assuming the OP's account is true, I'd agree that was a less than stellar bit of customer service on Ben Silver's part, but I don't see where the OP was actually injured or cheated in any way. :confused: I'd still be willing to shop at a store where the owner said mean things to me if the store had the merchandise I wanted at a price I was willing to pay.
 
#6 ·
Assuming the OP's account is true, I'd agree that was a less than stellar bit of customer service on Ben Silver's part, but I don't see where the OP was actually injured or cheated in any way. :confused: I'd still be willing to shop at a store where the owner said mean things to me if the store had the merchandise I wanted at a price I was willing to pay.
If this is true, I'm not sure how you could shop there if they wouldn't sell to you?
 
#7 ·
Definitely not cool. As someone else has stated, markdowns are intended to move merchandise quickly. An honorable merchant will honor the price, even if he/she realizes the markdown was too steep. Although I haven't done business with OP, I've greatly appreciated his scouting of ebay for deals and consider him to have a good reputation.

Although I haven't done much business with Ben Silver (I have a budget to consider), I like their stuff and have never had a problem myself. If it's OK with the OP, perhaps we should invite the proprietor to give his response. I'd be interested in hearing it.
 
#8 ·
Not defending BS, or their manager's rudeness but stores often have to proceed with caution about shipping out of state, esp on stuff like this, where it's a relatively large, non-standard order being shipped one state over.
I know of a small, local luxury goods store that just got in a mess of trouble with the state, and is going to be paying a substantial fine, for shipping items 60 miles away across state lines, for a customer.
Again, not defending their rudeness.

I've got the impression, for reading other threads/blogs/etc about it, that many stores get upset at people who re-sell their products, no idea why, but that might eplain some of this guy's anger.
 
#9 ·
I would guess Ben Silver got suspicious about someone ordering shoes in various sizes and having them shipped to an address that was not the billing address of the account ordering. That said, it seems they acted terribly in dealing with rebel. Everything probably could have been cleared up with a simple phone call on their part.
 
#10 ·
^
That is probably it, for a while (due to a move) my CC address was different from my mailing address, my bank flagged every purchase I made where I shipped to my new place.

BS probably saw all that and though "We caught a rip-off artist red handed, let's treat him like a jerk over the phone".
Still, after a quick explanation, his real intent should have been plain, that's just stubbornness and poor service.
 
#11 · (Edited)
I want to make something clear. I have disclosed my entire interaction with Ben Silver. I would have been perfectly fine if the refused to sell the shoes to me. Although I wasn't intending to buy the shoes and resell them at a profit, it is within their rights to refuse to sell to me. This is the extent of what I have to base my opinion on. Certainly if something occurred at Ben Silver previously that would put them on high alert, that doesn't change how I perceive them. It is no excuse.

What I do have a problem with is that they dragged me along with lies about my credit card, the owner accused me of being a thief (without investigating sufficiently), and he accused me of committing tax fraud. Upon limited research, you are required to pay a state "use tax" if you don't pay sales tax. I sell enough stuff that I pay my taxes on my transactions.

Finally, the owner not only refused to sell the shoes to me, he also doubled the price of the items in a vindictive manner.

This is not way to run a business.

My comments about his attitude are supported by the numerous online reviews of other parties' interactions with him. I am not the only one who has had a problem with the owner of Ben Silver.
 
#13 ·
The next time I want to buy ten pair of shoes in different sizes to be shipped out of state I will reconsider Ben Silver as my retailer!! ;)
Hmmm.

1. I wasn't buying 10.

2. There were shoes in there for me, personally.

3. There are courteous methods to handle the issue. The owner, instead, decided to be extremely rude to a customer.
 
#15 ·
As far as I know, it's not illegal to have something shipped across state lines to avoid paying sales tax. It's a loophole, but certainly not illegal. It's a very common practice in Memphis, where a lot of people come to buy luxury goods from Mississippi, Arkansas, and Missouri. All of the nice clothing and jewelry stores do it. It's no different then buying online. If the online business has no sales operation in your state, you don't pay sales tax.

You don't have to worry about me buying anything from BS. I'm not big on stores having 500% margins.
 
#17 ·
Different experience

I went to the sale, as I live Charleston. Picked up some great stuff. Another Barracuta G-9 for less than half price, and some beautiful shirts.

Bob Prenner was there as were his sons, greeting and talking to everybody. I knew probably 1/2 the gents shopping, and there was a nice spread of food and wine. It was a nice social environment and an opportunity to buy gorgeous clothes at good prices.
 
#18 · (Edited)
I can relate to the rudeness at Ben Silver,...

After a few years of ordering odds and ends, (a couple of sets of blazer buttons) I had the chance to go to Charlston on business for a week about five years ago.

I was very happy to finally be able to visit the shop on King Street and do a little shopping. A Physician friend of mine who was attending the same medical related event went with me to the shop. We were both in Khakis with sport coats.

It wasn't busy, in fact we were the only customers in the store. As we broused around my friend asked if they had scheduled sales or events througout the year.

The two twenty something young ladies looked at one another, raised their eyebrows, and one responded: "We do not have sales at Ben Silver."
It was said in a curt enough fashion that we were both taken aback.

We smiled at one another, pasued, and then my friend mentioned that the tone an tennor of her remark led him to believe that the two young laides were offended by him asking if they ever had sales.

Neither one of the young ladies said a word.

My pal told me he'd wait outside for me,...

I like some of Ben Silver's offerings and very soon I plan to order another set of blazer buttons from them. That being said, at least two other people I know personally have had similar types of experiences at the King Street shop,...

Between personal experience and word of mouth from a couple of my friends, as well as comments in Ben Silver's catalogs like the "Investment" clothing, and "The finest available," I believe it's possible that the Prenners have a slightly higher opinion of themselves and their shop than is justified.

In my opinion they offer wonderful catalogs and good clothing at full retail price, and one heck of an attitude. I do not believe it's "Investment" clothing and I do not believe most anything they sell is "The finest available."
 
#19 ·
Assuming the OP's account is true, I'd agree that was a less than stellar bit of customer service on Ben Silver's part, but I don't see where the OP was actually injured or cheated in any way. :confused: I'd still be willing to shop at a store where the owner said mean things to me if the store had the merchandise I wanted at a price I was willing to pay.
Not me.
 
#20 · (Edited)
I agree, I would not patronize a store that did not appreciate my business. I don't have much money to spend so even if I buy on a sale they should still appreciate getting something for an item they marked down. Reminds me of when I bought a new mattress earlier this month. The price was marked down from $2300 to $899 because it was an older discontinued model. I told them I was prepared to pay $699 for the set and I got a long drawn out explaination about how it was discounted this far and that they can't negotiate because they will get in trouble. So I started heading for the door and they offered me $799. When I was paying, in cash mind you, they made a big deal about how to owner will call and ask why they marked it down more and that he wrote it was dirty so he could mark it down. If you are willing to sell a negotiable item for a particular price then that is the price I will start negotiating at. Its not my fault you couldn't sell them at $2300. Retailers forget they are in business for the customer and should be happy that someone paid them money for something as opposed to letting it sit on their floor and get $0 for the item. Not being wealthy I look for a value in my purchases, and if its a $500 pair of shoes on sale for $250 or a cheeseburger on sale I expect to be treated just as if I were paying full price. Discounts are at the sole discretion at the company and they should expect someone will buy the item on discount, and if its a really good deal, multiple items.
 
#21 ·
This past summer my wife and I visited BS while in Charleston and our experience was similar to MHz's. We were the only ones in the store for most of our visit and had difficulty getting a couple of questions answered: The twenty-somethings were too busy talking among themselves to pick up on our interest in their goods.

Liked Grady Ervin & Co., up the street, much better.
 
#25 ·


Thus you'll be forgoing future purchases there in order to toss those bucks where, toward Haiti?

Regardless of the merits of what is being discusssed here, I find the thread title to be objectionable. Pls don't tell me where to shop.

You are, I think, being a little brittle here. The "Rebel", from whom I have purchased goods, was obviously sharing an experience with a merchant that has a reputation on this forum that is inconsistent with its everyday business practices. That inconsistency is incompatible with the general ideas that are shared by the folks that read and post in this forum, in my opinion. It was in the spirit of showing the inconsistency that rebel222 wrote what he did. The handful of similar and worse experiences that were shared above reinforce the notion that Ben Silver's customer service leaves a lot to be desired, to say the least.
Also, your selective quoting does not help your case either; please don't tell me where to send my "Ben Silver" money. I would rather see some local people benefit from any donations I make, even though the situation in Haiti is obviously terrible for its inhabitants.