You're simply THE BEST customers!

I’ve been manning some of the customer service emails this week while we’ve been incredibly busy with the sale, and I had to tell you that I just had the loveliest chat with a customer. Let’s call him Pete.

He emailed because he’d placed an order for our product on John Lewis’s website. We’d fulfilled the order from our warehouse, he’d received his order a day or so later, but also at the same time, he randomly received another order from us for someone else. Let’s call the other bloke Frank. An admin error on our part. But what to do? 

I wrote back to him immediately, grateful for his honesty but also, how to sort this messy issue? I couldn’t refund him some of his money to compensate him for his time/expense of sending the parcel on to Frank because he was John Lewis’s customer, not ours. I couldn’t send him a postage label because I wasn’t sure the post office would accept it third party. I asked him if he’d like something from our website instead and told him I’d send him it as a pressie if he could kindly forward the packet to Frank.

“Deal!” Came back the response. “Hoodie please! Tell you what else,” he added “I only live 20 minutes away from Frank. I’ll drive it to him tomorrow and take a photo as proof of delivery.” 

“Deal! X” I replied with many, many thanks too.

Frank will be pleased, Pete’s pleased, and I’m delighted. It’s an error granted, but sometimes business is about owning it, fixing it and finding the joy. Job done. 

We’re nearly at the end of our Winter Sale now, so crack on with the bargains while you can. 90-day returns and discounts are already live on the website, so no codes required. 

Have a good week all!
X Deb