Intentionally Bad Customer Service

Decor My Eyes

Bully retailer of eyeglasses

Thrives on threats, intimidation and bad publicity

Widely accused of defrauding customers monetarily and/or through fake goods (Segal, 2010)

Who are the stakeholders

Employees of Decor my Eyes

Owners of Decor my Eyes

Current Customers

Prior Customers

Credit Card Companies/PayPal

f. Legitimate owners/retailers of brands being sold by Decor My Eyes (Business Dictionary, 2016).

Interests of Stakeholders

Threats levied by people with Decor My Eyes

Fears for Safety

Being sold fraudulent goods

Being sold no goods at all

Not being able to get refund/exchange

f. Desire for prosecution of Decor My Eyes for threats

g. Desire for Prosecution of Decor My Eyes for fraudulent goods

h. Desire for Prosecution of Decor My Eyes for financial deceit/theft (Business Dictionary, 2016).

Laws/Violations that Apply to this matter

a. Threats against customers

b. Financial fraud with credit card companies or other financial institutions (e.g. Decor My Eyes owner or employee telling Citibank to drop the contesting of a charge)

c. Selling of goods that are known to be counterfeit

d. Selling of goods that are not provably real

e. Not delivering on item that is promised

V. Legality of Corporation's Actions

a. Not selling items as promised or represented is illegal

b. Representing one's self to be someone else is almost always illegal

c. Representation one's self to be someone else for financial gain is doubly illegal (ID theft and fraud at the same time)

d. Threats are almost always illegal (even when vague ... there is a fine line)

e. Having intentionally bad customer service (theft aside) is NOT illegal

i. Delivering on an implied or explicit contract is required by law but doing so in a polite manner is not VI. Ethical Analysis

a. The illegal actions on the part of the company are clearly wrong and should not be happening at all

b. Both the fraudulent goods/representations are bad enough but the threats and financial swindling just adds to the problem

c. Even some of the things that are not technically illegal (being short or rude with customers) is not ethical because it goes against the proper tenets of customer service

d. The laughing off of "the customer is always right" is actually not off-base ... but the lengths to which Decor My Eyes is applying it is beyond the pale in so many ways (DeMers, 2014).

e. The New York authorities have an ethical and legal imperative to shut down this corporation for good

VII. Final Verdict

a. There are three recommendations that should be followed in this case. First, any and all efforts to arrest and charge the owners and illegally acting people of Decor My Eyes should be undertaken. This would include charges of fraud, terroristic threats, stalking, wire fraud, mail fraud or anything else that can be pinned on the people with that company -- especially the ownership. Second, the state/local authorities should put out an alert to not do business with the firm. Third, search engines should be made aware of what the company is doing to its customers and any actions that can be taken for non-compliance (because they are enabling an illegally acting company) should be undertaken.