CB Hobby — Local services in Kaukauna

I purchased some product online from CB Hobby and made an honest mistake. They had a policy that I did not read when I ordered. They charge a 15% cancellation fee if you cancel an order. I acknowledged to them it was my mistake and asked them if they could waive the fee. They said no and I accepted their decision. However the way it was all handled was rude and unprofessional and I wont do business with them again. The following is the actual correspondence between myself and CB Hobby. I dont think it is deserving of them questioning my character. I am beyond upset and cannot believe their customer service with a new and potentially large customer. The correspondence follows:

Me: To whom it may concern, yesterday I placed an order CB8473 for 5 boxes of Panini Prizm Draft Picks. Unfortunately I made a mistake, my son who I do this with pointed this out to me. I was actually looking for the Panini Contenders Draft picks as this is a more popular product with our customer base. I read your terms and conditions and saw there is a 15% charge if an order is cancelled. I am humbly asking for this to be waived one time as the order was just placed yesterday and was an honest mistake. If you can accommodate this request it will be most appreciated. If the charge applies then I guess I will have to keep the order open. This is not my preference.  Thank you for your consideration.

CB: Unfortunately, we cannot waive this fee.  We are charged a transaction fee as well as a merchant fees that does not get credited to us when we refund an order, that is why this policy is in place.

Me: Thanks for your consideration. I should have checked your policy in advance. The charge you describe I am assuming the charge is through PayPal and seems exorbitant as I use them all the time and process returns for my customers. I just refund the customer and I am not charged anything. I will accept your decision and keep the order in place, however this will be the last transaction I initiate with CB Hobby. If your bank is charging you 15% for a transaction I would suggest finding a new bank as I have never heard of such an excessive charge. Thanks again!

CB: The policy was in place before you purchased and was clearly listed on the product page in bolded red letters along with a link.  If you choose not to order from us, that is your choice.  Blaming a business for your own mistake and threatening it after speaks volumes to your character anyways.

Note: If you read all my correspondence you will see I never threatened anything and they didn't read what I wrote, they just attacked my character.

Me: If you took the time to read my email response I clearly said I should have read the policy first. Regarding any threat I am not sure what you mean as I did not threaten your company in any way. If you are referring to my choice not to do any further business with you I dont see anything wrong with that. I advised I would honor my order, in my first email I humbly asked for you to waive the charge and said if you could not I would keep the order with you. I believe as a customer where I do business is my choice and not a threat. What exactly was the threat. Please reread both messages I sent.

I run a business just like you, I accept PayPal and I have a merchant account with my bank, neither charges me a fee for a customer return. They understand the flexibility needed to properly service my customers. I only suggested you might want to check around for a new bank. I value my customers and learned a long time ago that it is much easier to keep a customer than find a new one to replace the one I lost. I also have learned that first impressions with a customer are everything. I try to accommodate my customers and if I cant they understand because I went the extra distance for them. I certainly never chastise them or question their character, if I did they would no longer be...

Dishonest person running this place...

I won an item through an Ebay auction fair and square at a low price...

the shipping was delayed and when I inquired about the shipping status person was rude and condescending.

Then canceled the order in violation of Ebay polices under "buyer request" which is a lie and dishonest.

I called the store and the person who answered the phone kept insisting I handle the issue through eBay which makes it clear as day the person is hiding from the fact they're a bunch of creeps and ashamed to handle issues hand on.

✔ I AM NOT A ROBOT

This is terrible human/business relations/practices and I pray for these peoples peace and tranquility, KARMA WILL MOST DEFINITELY TAKE...

This shop is just what the fox valley and surrounding area needs , it’s great hobby shop with just about everything collectors need, they have a massive selection ! They are a straight forward business as well , no scams or dishonesty, buying a box or pack is always a gamble just be prepared to get lucky or unlucky it’s part of the game . What makes me happy the most is having a remarkable card shop in the heart of the valley that we don’t have to drive hrs to get a box of cards, location is GREAT ! Selection is GREAT ! Always restocking , very RELIABLE when you are looking to pick up new releases ect. Great Job CB HOBBY and THANK YOU for supplying our area!!! ...