"For Your Home" get it right when things go wrong

We ordered a coffee machine from this online store and it failed to turn up. But wait - that's not the end of the story. The end of the story is that we got the coffee machine a few days later, (or rather a complimentarily upgraded one). Now look - you've missed out the middle of the story. The middle bit explains how it makes all the difference in how a company handles a problem. Here's the correspondence:

 

Tuesday, 23 May 2006 18:59

Dear Customer Services,

I am concerned that you dispatched this item on Thursday last week and it has not arrived yet. I was wondering if you could tell me how you sent it and when you anticipate it arriving.

Many thanks, Heather

 

Tuesday, 23 May 2006 19:27

Hi Heather, so am I. I can't do a thorough parcel track until the morning and then I will contact you when I have more info. Hope that's OK.

Kindest regards, Stuart, Customer Services

 

Wednesday, 24 May 2006 19:58

Hi. Were you able to chase up the parcel track? I would be grateful for any information as it really shouldn't take this long to deliver a parcel. Many thanks, Heather

 

Wednesday, 24 May 2006 20:26

Hi Heather,

The depot local to you, is undertaking an investigation run by the depot manager, because there is no further scans of the parcel after entry to your local depot. I am awaiting their conclusion, obviously my sincere hope is that they find the parcel in some corner of their warehouse, I will push for a conclusion tomorrow and then we will have to take it from there. It goes without saying that if it is not positive news we will have to send you another, but I will let you know one way or the other. Thanks for your ongoing patience in this regard.

Kindest regards, Stuart, Customer Services

 

Thursday, 25 May 2006 20:29

Any news today? I am keen to receive it as it is my husband's birthday present.

Cheers, Heather

 

Tuesday, 30 May 2006 18:54

Hi Heather,

 

Firstly my apologies for not coming back to you until now, I have not been in the office much. Just for your information the courier is Business Post and your consignment number is (number and web link supplied).

 

I have been informed by Business Post, Gloucester, (my local depot), this evening that, they have not yet received confirmation from the the depot local to you, if they have located the box based on our description. They have cited the bank holiday as the reason for the delay, which is not very useful.

 

we will not hesitate to either offer you a full refund or send out another

I don't want you to be concerned as either way this will be resolved if not found by tomorrow morning, we will not hesitate to either offer you a full refund or send out another. I must admit I was hoping, (wrongly), that"no news was good news" and that the courier had found the box and delivered as we are awaiting more of these machines to arrive to us here in Gloucester from London, which is not anticipated until mid / latter part of this week and course what worries me is that this is needed for a birthday present!

 

we always resolve these issues

Even if they have no information in the morning the offer of refund or replacement is open to you and I will contact you to see how you wish to proceed. Please try not to be too worried in the meantime, we always resolve these issues in the rare cases that they happen and are a very honest company, I'm sorry to say that the courier is not helping the situation with being vague at the moment, but they have the ultimatum to have this concluded by the morning either way.

 

Kindest regards, Stuart, Customer Services

Wednesday, 31 May 2006 09:20

Hi Heather,

I am fully convinced now that the courier is not going to find this. We are entitled to compensation but it amounts to a maximum of about £25! This doesn't cover much so thankfully this happens extremely rarely. The question for you is, would you be prepared to wait until later in the week for a new Briel Chrome machine to be dispatched or would you prefer a refund. Or alternatively we have the higher specification Briel Matt here in the warehouse and one could be sent out today, would you like one of these instead based on your previous emails with our apologies for what you have been through? Please let me know.

Kindest regards, Stuart, Customer Services

 

Wednesday, 31 May 2006 14:25

Hi Stuart

Thank you for your 'phone message. I'm sorry that you aren't going to get much compensation for the lost item. We would be delighted to accept the Briel Matt - thank you very much. It is great that it will arrive in time for his birthday. Don't worry; given the good service we have had from you in resolving this matter, (that we appreciate isn't your fault), we will would be happy to use your site again.

Best wishes and thank you for a satisfactory resolution, Heather

 

Wednesday, 31 May 2006 14:43

Thanks Heather,

some of our most loyal customers are those whose original order has gone wrong

The most important thing from our perspective is that none of this was your fault. You have had enough worry and concern about this issue and given the reputation of some internet companies I most certainly understand. It's funny, you know, some of our most loyal customers are those whose original order has gone wrong in some way, and we have rectified it well. They seem so surprised, as if they were prepared for a long and terrible battle with us. Most orders thankfully go brilliantly, but we live in a world that is not perfect and the most frustrating thing is when you have to rely on third parties...they never seem to understand the urgency or importance...but enough of my moaning, at least we have great customers like you who constantly exhibit, niceness and superb patience.

 

of course we will happily absorb the difference in price

I was so glad when in your last email you mentioned that your husband preferred the Matt version as I have just received in a nice big batch of brand new Briel Matt's, fresh from the production line in Portugal and of course we will happily absorb the difference in price for you to somehow make it up to you in a little way. 

 

repeat business is our lifeblood

Thank you for your kind comments, I do hope that we see you again in the future and I know that it will go more smoothly!! Your comment certainly makes it all worthwhile as repeat business is our lifeblood. I have sent this from my directors email, so if you do ever shop with us again and want to ask any questions please feel free to email directly...reserved only for special customers, (email address supplied). New Business Post consignment number: (supplied) - Dispatched today at about midday, for next day delivery.

 

PS. hope your hubby knows what you have been through to get his birthday present, it would have been easier to pick this up yourself from the top of Mount Ararat! :)

 

Kindest regards, Stuart Winter-Tear, Managing Director, For Your Home Ltd. Phone: 01531 890186

email: customerservices@foryourhome.co.uk, Skype: www.foryourhome.co.uk, Website: www.foryourhome.co.uk

 

 

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