Sue and Steve Williams attempted to buy a portable solar panel online through website Oz Best Buys but ended up disgusted at the treatment Sue received by the online customer service representative. Photo: Damien Kelly Source: Supplied
A PERTH grandmother is "disgusted" at her treatment by an online customer service representative who called her a "stupid c---" for asking when her purchase would be shipped.
But the man who sent the email is unrepentant and told The Sunday Times he didn't want "f---ing idiots" as customers.
Sue Williams and husband Steve attempted to buy a portable solar panel online through website Oz Best Buys on Sunday night.
Mrs Williams then sent a series of emails asking how long the solar panels would take to ship because she and husband Steve were travelling between Broome and Kununurra and the shipping address would depend on the estimated day of arrival.
Gordon Akman, who owns and operates the website from Queensland and gives himself the title "customer service representative", responded politely to the couple's first two emails.
Gordon Akman. Source: Supplied
But a further email, which said Mr Akman had not answered their previous questions and repeated a plea for information about shipping time and a tracking number, elicited this response:
"You made this purchase at 10.17pm Sunday night.
"Despite having your pestering messages replied to very quickly you have continued to behave like an absolute f---wit.
"You are one hell of a rude stupid c---. You have been given a full refund and are banned from the store."
Mr Akman signed off the response with: "Kind Regards".
Mrs Williams said she was shocked and offended at the response.
"I'd never buy anything from someone like him again," she said.
"I have worked in customer service, you can't be saying things like that."
Mrs Williams said she thought her questions were "fair and reasonable," and said she'd attempted to finalise shipping arrangements quickly because of the patchy internet and phone service in rural WA.
The grey nomads are driving around Australia and using signage on their caravan to raise awareness of cystic fibrosis, from which their granddaughter suffers.
Mrs Williams said she had since bought solar panels on eBay, from a "very helpful" seller.
Oz Best Buys claims to pride itself on its customer service, saying on its website that: "We strive to make each transaction positive, safe, and service-oriented to earn the continued loyalty and valued business of each customer."
But Mr Akman said the language he used in the email was justified.
"I have had six emails from these f---ing idiots after putting in an order on Sunday night, before it's even midday on Monday," he said.
"A small businessperson doesn't have to put up with that sort of person, and is entirely within their rights to tell them, 'Here's a full refund, go jump in a lake'."
He cancelled the purchase order on Monday and the Williams are not out of pocket.
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