Formal Complaint Regarding Customer Treatment and Professional Conduct
We had been doing business with Berlin Packaging for several months and had already purchased multiple cases of bottles and packaging products from them in good faith. We were hoping to build a long-term relationship with the company as our business continues to grow. Unfortunately, our experience with their credit department, specifically Accounts Receivable Manager Dan Campione, completely changed our opinion of the company. We applied for a small business credit line and were declined. We fully understand that companies have credit requirements and that not every application can be approved. The decline itself was not the issue. Our concern was the complete unwillingness to work with an existing customer in any capacity. We attempted to discuss starting with a much smaller amount — even $300 or $500 — simply so we could establish a payment history and continue building a relationship with Berlin Packaging. Instead of having a professional conversation about possible alternatives, Dan Campione responded by telling us that the decision was final and that our calls and emails to Berlin Packaging contacts "will need to cease altogether." For an Accounts Receivable Manager speaking to an existing customer who has already spent money with the company, we found the tone unnecessarily hostile and extremely unprofessional. We weren't demanding that Berlin Packaging extend us credit. We were asking whether there was any way to begin small and prove ourselves as a customer. Even a simple, respectful explanation that they were unable to offer any credit terms would have been perfectly acceptable. Businesses are built on relationships, communication, and customer service. Based on this experience, we have decided to discontinue purchasing from Berlin Packaging and move our business to a packaging supplier that is interested in building a long-term relationship with its customers. This review is not about being denied credit. It is about how an existing customer was treated after attempting to have a reasonable business conversation. Hopefully Berlin Packaging's ownership and senior management see this feedback and review how situations like this are handled in the future.