Quoted from Djshakes:Because it was a special custom order for him that cost above and beyond a normal game. He's lucky they didn't charge a restocking fee because of the custom order. Hell, most companies don't allow returns of custom orders.
But the point is, he ordered something that you literally never shipped to him. Sure, he SAID he would refuse shipment, but you never actually shipped it to find out. If you had shipped it and he refused shipment, I'd completely back you here, but you kept his money and didn't send him anything, so that's where I have a small problem.
Don't get me wrong, based on your response, I disagree with what the original poster did too. But you asked what your company did wrong, and in my opinion, keeping money without shipping a product is it.
Can I throw a negative vote for Stern too? Why would a low number cost more, if it really isn't the 16th machine off the line? If the number is meaningless, why aren't they the same price? :/
EDIT: Seeing your comment on the #16 plate -- definitely more on your side, but the fact still stands that you didn't ship him anything. Should've shipped it, and if he refused shipment, keep the game and the money or do the restocking or something like that. My opinion though, which doesn't mean much.