Tag Archives: customer

Patience, people, for your order is coming …

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Nasa's satellite image of snowy Britain

Snow? What snow?

Perhaps if you’d been ensconced in a cosy shuttered room, blindfolded and with some of our excellent earplugs stuffed in your ears, you’d have missed the fact that the weather outside has been pretty rubbish for the last couple of weeks.

OK. That’s pretty unlikely.

But clearly some people have indeed missed the “snow event” as the broadcasters would call it. Because this week we have had a steady stream of emails from people asking, mostly politely (some actually very rudely) where their orders are.

Royal Mail, gawd luv ‘em, have done an amazing job in the most trying of conditions to get mail out to people. But some delays have been inevitable. If your postie can’t get to work, then your mail’s not going to get sorted. Or delivered to your door.

So we’ve been alerting people to the possiblity of delays via a note on every page of our website, with a link to our own Shipping info page and from there, to Royal Mail’s.

Snorestore’s team diligently complete dozens of posting certificates a day, which are then hand-stamped by the guy who collects our mail, or by Mrs. Patel at the Post Office if our collection has been cancelled by the weather. So if your order hasn’t yet arrived, and you’re a bit anxious, just let us know (politely if poss.) and we’ll be able to show you where and when your order entered the Royal Mail system.

A good start to the weekend

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——– Original Message ——–
Subject:     great service!
Date:     28 Nov 2009 08:32:42 GMT
To:     info at snorestore dot co dot uk

Name: xxxx
Email Address: @hotmail.com
Message:
I just want to thank you for such great service! I purchased Quiet® Reusable 26dB earlier this week and was very impressed with the price for 5 pairs, and relieved you don’t charge ridiculous prices for postage!
The earplugs are much better than any i have tried before, and I have just had the best night’s sleep I have had in months! Fantastic service, many thanks.

Puzzling Politeness

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Royal Mail proof of delivery

Royal Mail proof of delivery

Lovely email just now from a guy who had expected his order to arrive today. Wanted know when this week it would be delivered, not cross, just wanting information. So we quickly checked on the Royal Mail tracking website and lo and behold, his order has been delivered and signed for >>>> (illegible of course, but apparently the printed name is Thomas).

So we called our customer back and gave him the information. He’s going to call Thomas himself right now. Read into that what you will.

In the meantime …

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HSBC Fraud AlertCharlotte, who processes our orders, discovers that this particular customer’s payment card as been flagged as a fraud risk by the HSBC payment system. So we don’t need to cancel the order at all. That happens automatically.

Then, whoa! Bam! The following slams into our inbox overnight. Note the threats towards the end and be warned, it’s very long – I mean, who has the time to write this sort of stuff in the early hours of the morning?

= = =

” I have read your two emails and subsequent automated cancellation e-mail. It would seem to me that you have taken my customer feedback very personally to yourself. I must admit to being slightly flabbergast that you as a business owner are choosing to cancel my order as you do not like my feedback. I thought that feedback was something you would yourself welcome- even if it is negative as it may give even the tiniest insight into the frustrations of your customers.

At no point did I say I did not wish to proceed with my order; in fact my e-mail shows a I intended to go ahead with it as I required these items and thus ordered an extra bag of plugs to feel the courier fee was justified.

I simply felt at the end of my order I would note my key points to you in an e-mail, I did not want my order cancelled at all. In trying to think myself in to your shoes; I can imagine the frustrations that post issues bring to your business. However I am sure you will receive a number of complaints or feedback queries from people as this is an option on your web page.

As your emails to me were all in quick succession – at 230 and 231 etc, I can perhaps ascertain that you have had a bar of such complaints and are yourself frustrated with the postal issues. However I myself am not the person to take this out on. I would like to put aside this mis communications and proceed with my order- which I am sure you will agree is pretty much the best course of action?

I would not like to think Snore Store are not open to feedback. Are sarcastic to customers upon response (e.g. do LoveFilm sell earplugs). I would not like to think they will send me an email advising me ‘ps I will get my staff to cancel your order’ and then advise me that in actual fact my card had an issue which is obviously not what happened. Most of all I guess that in the current economic climate it would not be beneficial for a company to be widely known to turn customers away as they chose to leave what I would reason to be some pretty mild feedback and just choose to cancel their order.

If you do reinstate my order (no problem to cancel me if you need any card details reiterated) then I will simply follow up with dropping you a mail to thank you for your assistance. However if you choose to follow through on your current course of action in cancelling my order as I chose to send some feedback via your web page expressing my opinions then I will not follow up with yourself directly but will undoubtedly reconsider my next options and steps as a consumer very carefully.

Best Regards etc etc ”

= = =

All comments welcome, apart from those which say “the customer is always right”.  Because they patently are not.

Not Another One

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We’ve written before about how some people love to hand it out but can’t take it from others.

Well we’re thrilled to have received today another missive from, quite possibly, the rudest person on the planet.

Two weeks ago, this person complained in no uncertain terms that their order hadn’t arrived and since we were clearly incompetent morons, the order should be cancelled immediately and a full refund given.

Except we’re not incompetent morons. The “customer” had never paid for the “order” and as we pointed out, we are not in the habit of sending out orders as gifts.

Well that really put the cat among the pigeons.

A real Harry Potter howler of an email whistled straight back, neatly swerving round our spam and anger filter and landing slap bang in the middle of our inbox.

We can’t divulge the contents – we suggest you use your imagination – suffice to say that particular individual has been well and truly crossed off our Christmas card list.