A lot has happened to me in that time, healthwise, emotionally you name it.
That is all on my other blog, so I will try an keep this one to jewelry making, ethics, etc.
Today I want to discuss how customer service affects our outlook on other companies, and in turn how we treat our customers, reflects on us.
I have long been a customer of one bead seller online. I could always get what I wanted in bulk size packaging and was relatively happy. I had read a few complaints in a FaceBook group I participate in, but comtinued to defend this company. Well, sadly as they have grown, their service is now suffering.
The company was originally Auntie's Beads, now it is Auntie's Beads Direct.
I began noticing last year, that each order always had a few items on back order. Normally not an issue for me, but I found I had to keep the invoice out and after a few weeks, send a friendly email asking when my item would be received. Now, mind you these items were still showing as in stock and ready to ship.
At one point, I sent a friendly email to one of the co-owners asking if there was an issue in the "backorder department" and stating why. I was assured they looked at the back orders daily. Somehow, I still felt I was being missed. You know that feeling.
It had been awhile since ordering and they were having a great "pre-order" sale. The term pre-order should have clued me in. I placed two orders, only needing ONE item, Super Duos Pearl Shine White. I agreed to the pre-order shipping terms and thus began my wait.
I received one shipping notice with a tracking number. My package arrived and yes there were back ordered items ! Now if I order early and a company has weeks to get their inventory set, why is there a back order ? And the Pearl Shine White was one of those items. Those I need for upcoming orders- and I stated that !
Now I have a plethora of emails between us. They say it was shipped and received. I sent them photos of EVERYTHING that arrived along with the invoices - showing the White Pearl Shine Super Duos as being backordered. They still adamantly refuse to admit there could be an error, because the post office says it was delivered. I received the other backordered items along with a duplicate order of a different color super duo, reflecting back, yes there was an error made on their part. Someone read that invoice backordered item incorrectly and sent me a duplicate of something I had already received and NOT what I was missing. I suggested this as a possible misread on their part, giving them a professional way out.. Nope.. "This is not on us !" was the response I received. Seriously ?!? you speak to a long time customer this way?
I was offered a shipping refund on the duplicate order AFTER I ship them back, not a refund so I can ship them (something I would automatically offer a customer of mine). I was also asked if I wanted a refund for the Pearl Shine White as they have NO idea when they can get more in ! Yet is shows available on their site at this time. The one item I needed and did not receive.
The end result ? I await the refund for the Pearl Shine White, because I will not ship back the duplicate beads until I receive it. I refuse to go through this mumbo jumbo again !
Moral to my story...
Treat your customers with the care and consideration you would love to receive. They will reward you with loyal repeat business.
