Gifts

OK, having had a hiccup with the original order I would like to write a testimonial for one very good reason, the true test of a companies customer service is NOT when everything goes right, BUT how they handle things when something doesn't go right, and no company can seriously boast that nothing ever goes wrong! My original ordering experience was good, the on-line process of placing the order was straight forward and as good as any I've used. Better still you actually called me to confirm the address to send the goods to, something i can't remember any other company doing, full marks and a bonus there. The delivery was very prompt, (it actually came before I expected it, and I can't remember that happening for a very long time from any on-line vendor without paying extra for a next day delivery service). Unfortunately the order contained only half what I ordered, and half something I didn't. I used the email address given on the letter accompanying the goods to whinge about it, but again you surprised me by replying by email the same day, (Saturday), letting me know someone would phone me on Monday to arrange how to correct the situation. On Monday, true to your word, (and beyond my expectations), someone did phone me and it was as simple as I post the wrong item back and you'd then send me the correct item plus my postage. Tuesday I send the item off, Wednesday I get a phone call saying you've received it and the correct item is in the post, Thursday I receive the replacement item plus cash for my postage... Perfect! Please take 20 bonus points and a gold star for effort. No, Really, I am very impressed, by keeping the customer, (me), informed and doing exactly what you told them you were going to do you managed to turn what could have been a negative experience and opinion into a very positive rating. I certainly would have, (maybe will have), no qualms about recommending your site to my friends and family or about placing future orders. Yours sincerely Terry Love From London

When something doesn't go right.

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