Customer accidentally asks for their shopping to be sent to the wrong address. Customer tries to get parcel redelivered but the couriers refuse and send the contents back to the depot. Customer e-mails online retailer and asks for the parcel to be resent, quite happy to pay second delivery costs. Do you, as said retailer:
- a) Bill the customer for the second delivery and send their goods back to them
- b) Ignore the e-mail, send a refund for the price of the goods with no reference or list of stock back to the customer so they’ve not got a clue why they’re receiving £40.00
Despite one slightly negative experience, customer places another larger order. Shortly after placing the order, customer receives an e-mail branded as if from a completely different store. Although potentially confusing and intimidating, customer can tell what has happened and e-mails retailer to let them know. Do you, as the retailer:
- a) Reply to the e-mail, thanking the customer for their time, promising to fix the error as soon as possible.
- b) Ignore the e-mail for several days, then reply out of the blue with a very snotty generic response that is in no way relevant.
Customer receives above order on time and at the correct delivery address… customer is happy until they open their package to discover that in place of one £5.00 top there is a £20.00 skirt which is of little use because it’s the wrong size and customer doesn’t wear skirts anyway. Customer doesn’t want to rip off their now not-as-favourite retailer so goes out of her way to use scummy public transport to travel to the nearest store in the hope that they’ll get their £5.00 back. Do you, as the retailer:
- a) Thank the customer for their honesty and for returning the skirt and refund them the £5.00 for the top that they’ve not received.
- b) Leave the customer standing in the middle of your store for nigh-on 30 minutes while you dick around “out back” because you’re obviously incapable of doing your job. Finally you return to inform customer that you can’t refund the top, you can’t refund the skirt (despite the fact that customer doesn’t want a refund for it) and customer is to go away and waste time and money calling their customer services number.
If you answered “b” to any/all of the questions above, you obviously work for Dorothy Perkins or their apparently useless parent company Arcadia Group. Well done, you’ve fucked about another customer who intends to spend her handsome amounts of dosh elsewhere.