Name: Terry Price, 57
Occupation: Service delivery manager
Location: Independence, Iowa
I had trouble with a used guitar I'd ordered online. I was billed for it and got a confirmed delivery date, but that day came and went. When I called, they led me to believe the guitar was coming -- but it never did.
I emailed the site with my story and made suggestions for the future, including that they do a postmortem on what happened. I also said they weren't going to lose me as a customer. I knew everyone made mistakes.
They wrote to say they appreciated the feedback and offered me a brand new $800 guitar at the same price as the used one -- $400.
NEXT: Take careful notes and stay calm
