From: Sarah K To: Subject: Re: Your Vermont Lantern Co. Order Date: Thu, 14 Jul 2011 01:55:02 +0000 The shipping costs to the Virgin Islands is irrelevant to this situation. They were never shipped out. I don't deal with hypothetical situations. Please credit back my American Express card minus what ever charges you deem fair for the work you put in electrifying the lanterns. There was a chance I would have ordered something different from you in the future as you have a great product, but no chance anymore as your customer service is severely lacking. And you may want to consider updating your return policy to accurately depict how you handle things. On Jul 13, 2011, at 7:12 PM, Jefferson Can- wrote: Dear Sarah, please try to understand this from our side. If my electric man wasnt out sick a few days, your order would have been shipped the day after you ordered them. The real cost of shipping to VI was over 300$ Had you changed your mind when they arrived, you would have been responsible to ship them back on your dime plus stated below we dont reimburse shipping cost,meaning you would get back 100% cost of the lanterns only, the shipping to VI would not be refunded. So your total cost to return them would be about 450$ Please understand we are a small family run business struggling to survive a very difficult time, and the costs we laid out before do not even cover what we paid to sincerely get your order out to you. I really feel we are being fair here, is there anyway we can compromise here, isnt there something we have you can use? Best regards Jeff On Wed, Jul 13, 2011 at 11:16 AM, Sarah K < > wrote: Wow. Pm really surprised by this. Your website clearly states you offer a 100% refund for orders which don't work; not that you charge any sort of restocking fee, etc. I agree it is quite frustrating for me to have to cancel this order. My employer saw the one I ordered beforehand and loved it! He told me to buy 10 more, so I followed hi