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So... Shopto (UK retailer) cancelled my PS4 preorder for complaining on twitter

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W

wotta

Member
Hi Guys,

I've spoke to my boss and between us we have looked into the matter. Sorry about all of this :(

Earlier today there was a small misunderstanding with a customer which resulted in his account being cancelled by ourselves, for this we would like to apologise.

Basically, while we were talking to a customer via direct message on twitter regarding the pricing on our PlayStation 4 pre-order bundles, the same customer was also talking to a friend regarding our policy. It was at this point the customer swore while mentioning 'shopto' in regards to our decision, however as our staff were talking to this customer at the same time, when our social feed showed the abuse (for social purposes we use tweetdeck to allows us to see anytime the shopto name is mentioned on twitter), the staff took it as being directly made to ShopTo. Further investigation into this matter shows us that the customer was not actually pointing abuse at us, but just talking to his friend, so in this case we have to deeply apologise for being in the wrong.

As a way to make this up to the customer we have offered to restore his account and provide his PS4 pre-order free of charge.

We hope that you understand that we thought this abuse was being aimed at us directly. We cannot tolerate our staff being abused and have to take a stance on this, but since this customer did not aim abuse at us directly we must admit that on this occasion we were in the wrong with regards to the decision to cancel his account.

ShopTo.

Edited On 13 Oct, 2013
Click to expand...

Cheers

Joe
 
M

m0t0k1

Member
Not going to read the whole tread but where is the first part of the conversation? It is starting with Shopto but you asked a question. Interested why they got so offended. It takes two to tango you know.
 
M

Midou

Member
Slair said:
He said to his friend he was gonna cancel the pro-order he has for games (unrelated to the ps4) and just order them at amazon as a fuck you.
Click to expand...

Yes, also, if somehow that was the reason for the cancellation, they would have asked 'would you like us to cancel your pre-order' or at least say so before doing it to confirm it.
 
S

Sendou

Member
theRizzle said:
I THINK A LOT OF YOU PEOPLE DON'T UNDERSTAND THAT DIFFERENT COMPANIES MAYBE HAVE DIFFERENT POLICIES AND PRACTICES... ESPECIALLY IF THEY ARE FROM A COUNTRY YOU ARE NOT FROM

Hey! Guess what?!

THINGS ARE DIFFERENT OTHER PLACES
Click to expand...

Lol if this is a common practice in the UK then I'm worried about the country in general.
 
T

theRizzle

Member
LiquidSolid said:
Has there been a dumber defence of ShopTo than this? Because this really takes the cake. "It's in the UK, everything's backwards there!"
Click to expand...

Oh my fucking god you people

I was talking about the people who are saying he should sue ShopTo because they cancelled his preorder or the people who are saying ShopTo should sue Carl because of "abuse"
 
N

nib95

Banned
Nice work OP. You get a free PS4! Side note, ShopTo you did the right thing. I've ordered countless items from you guys, and this was a dumb move. Common sense prevails indeed.
 
H

hawk2025

Member
Wario64 said:
ShopTo: An Apology
13 Oct, 2013

Earlier today there was a small misunderstanding with a customer which resulted in his account being cancelled by ourselves, for this we would like to apologise.

Basically, while we were talking to a customer via direct message on twitter regarding the pricing on our PlayStation 4 pre-order bundles, the same customer was also talking to a friend regarding our policy. It was at this point the customer swore while mentioning 'shopto' in regards to our decision, however as our staff were talking to this customer at the same time, when our social feed showed the abuse (for social purposes we use tweetdeck to allows us to see anytime the shopto name is mentioned on twitter), the staff took it as being directly made to ShopTo. Further investigation into this matter shows us that the customer was not actually pointing abuse at us, but just talking to his friend, so in this case we have to deeply apologise for being in the wrong.

As a way to make this up to the customer we have offered to restore his account and provide his PS4 pre-order free of charge.

We hope that you understand that we thought this abuse was being aimed at us directly. We cannot tolerate our staff being abused and have to take a stance on this, but since this customer did not aim abuse at us directly we must admit that on this occasion we were in the wrong with regards to the decision to cancel his account.

ShopTo.
Click to expand...



Well, looks like he gets a free PS4 out of this, if I understood correctly :p

What a terribly written statement, though.
 
D

Dantis

Member
As a way to make this up to the customer we have offered to restore his account and provide his PS4 pre-order free of charge.
Click to expand...

This is a hilarious result.

Not entirely convinced that this was necessary, though I suppose it doesn't affect me either way.
 
C

Carl

Member
Well fuck, okay. Thanks Shopto.

Not sure how the hell you can confuse an interaction with someone else as a private conversation - seeing as they're in different columns, and one obviously had the other user's name in it. Seems like someone was either half asleep or just not paying attention.

But still... Guess i can't complain. Not sure i'll use them in future though

I wish i could tweet but apparently i've exceeded the limit for today. Silly twitter.
 
S

Sethos

Banned
ShopTo, where's my free PS4 for the stolen CC information back in the day? I WAS LIVING OFF ROCKS THAT MONTH YOU BASTARDS!
 
dr_octagon

dr_octagon

Banned
Heavy's Sandvich said:
What I've learnt from this thread:

1. People don't know their contract law
2. Swearing about a company shouldn't be construed as being rude
3. Doing it in public allows you to be hailed as martyr for sticking it to the man
4. People still haven't learnt to read the OP.
Click to expand...

Lots of people are rude, doesn't mean it is also abusive. It's none of their business what was said - even if it's a public forum and it's not an equivalence of swearing in a store.

Someone has already explained saying 'fuck you Gamespot' on a public message board shouldn't lead to you being banned from the store. The problem is the overreaction by the
company.
 
T

theRizzle

Member
Not a bad mea culpa, but what it should really say is

"We hope that you understand that nobody here really knows how Twitter works, so we thought we were being swore at"
 
SRTtoZ

SRTtoZ

Member
Carl said:
Well fuck, okay. Thanks Shopto.

Not sure how the hell you can confuse an interaction with someone else as a private conversation - seeing as they're in different columns, and one obviously had the other user's name in it. Seems like someone was either half asleep or just not paying attention.

But still... Guess i can't complain. Not sure i'll use them in future though

I wish i could tweet but apparently i've exceeded the limit for today. Silly twitter.
Click to expand...

"From Shopto:

Not sure if you'll use us in the future? Consider your account closed".

:)
 
K

kharma45

Member
Still,

Further investigation into this matter shows us that the customer was not actually pointing abuse at us, but just talking to his friend, so in this case we have to deeply apologise for being in the wrong.

...

We hope that you understand that we thought this abuse was being aimed at us directly. We cannot tolerate our staff being abused and have to take a stance on this, but since this customer did not aim abuse at us directly we must admit that on this occasion we were in the wrong with regards to the decision to cancel his account.
Click to expand...

Anyone with half a fucking brain could see that it wasn't being tweeted at ShopTo.

Whoever runs their Twitter is just a cheeky, bitter fuck for whatever reason and whilst it;s good to see them apologise I doubt they'd have done anything if it hadn't got all this attention, more likely they'd just have ignored it.
 
O

OriginalThinking

Member
Fair play to shop to. Admitting you're in the wrong is hard to do even for the best of us. We all make mistakes, what matters is how we rectify them and change.
 
H

hawk2025

Member
Regardless, good on ShopTo for making it right and admitting to the mistake.

I can always appreciate that.


Carl said:
Well fuck, okay. Thanks Shopto.

Not sure how the hell you can confuse an interaction with someone else as a private conversation - seeing as they're in different columns, and one obviously had the other user's name in it. Seems like someone was either half asleep or just not paying attention.

But still... Guess i can't complain. Not sure i'll use them in future though

I wish i could tweet but apparently i've exceeded the limit for today. Silly twitter.
Click to expand...


I'll be honest, I would never say the bolded after what happened, but I guess I have weak principles and am easily bought off :p
 
A

Archaix

Drunky McMurder
Midou said:
Wait so, they would have thought it was okay to behave in that way if he did tweet it to ShopTo? What the fuck.
Click to expand...



Yeah, the "Small misunderstanding" is that the person running their Twitter page is incompetent at Twitter, and was incorrectly enforcing a terrible policy that includes requesting details about somebody's account without telling them why and then cancelling any orders they have outstanding.
 
S

ScaryMovies

Member
DeltaJay said:
Yes, it could, legally.
Click to expand...
Nope.

His wording has to be understood in the context of the conversation.
It's apparent from the conversation we've seen between the parties that Carl was not going to cancel his pre-order with ShopTo as he wouldn't be able to pre-order from Amazon and still have his console on release date.
 
M

mollipen

Member
Carl gets a free PlayStation 4 now! Awesome.

The argument about how it would be different had it been directed at the company, however, are pretty ridiculous. A person on Twitter saying "fuck you" to a company is no justification for canceling their account. If the person continues to be abusive in a public manner, then go right ahead.

As a company, though, you've got to have thicker skin than what they're arguing. If we'd cancelled subscriptions at the various game mags that I've worked at every time somebody got a little uppity at us, we'd have had no subscribers left. People just do that sometimes. You understand that, see if you can fix the situation, and if not, you let them vent. Customers need to vent every now and then. You only take serious action if it becomes an actual problem.
 
J

jiggles

Banned
Carl said:
Well fuck, okay. Thanks Shopto.

Not sure how the hell you can confuse an interaction with someone else as a private conversation - seeing as they're in different columns, and one obviously had the other user's name in it. Seems like someone was either half asleep or just not paying attention.

But still... Guess i can't complain. Not sure i'll use them in future though

I wish i could tweet but apparently i've exceeded the limit for today. Silly twitter.
Click to expand...

And now your free PS4 is cancelled.
 
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