I had to share this story as sometimes I don't know where we go wrong and thought some of you would enjoy.
As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.
Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.
No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather.
Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.
About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.
Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.
As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.
Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.
No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather.
Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.
About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.
Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.