Having recently become a mum, I want what is best for my child and myself- no matter what. So you can imagine my disappointment when on three separate occasions recently, I have encountered some major flaws with some products we have been using.
What would you do in this situation? Rant and rave until something gets done, or write a polite email, detailing the problems with the products and hoping something gets done?
Believe me, I wanted to do the former, I mean – my son is two weeks old today, and I’ve already had three separate problems? Not exactly great, is it?
The first fault we encountered was Huggies nappies. We rceently bought two packs and one was fine – the other, however, was not. Each and every nappy we used leaked, resulting in a ton of washing and a lot of frustration for Mummy & Daddy. I contacted the company and received £7 in vouchers for any Kimberley-Clark product, but I did feel the tone of the reply was slightly patronising.
I digress. This post is about fantastic customer service, which is what I received from Boots. Both the products I had a fault with were to do with me – a maternity bra and some disposable maternity breast pads.
The problem with each? The maternity bra arrived with a broken strap. The breast pads had been purchased on the premise that they were ‘extra absorbent’. I had originally been using the normal pads, however needed a product that would cater to my needs a little better. When I received them though, and tried them out, they were less absorbent than the normal pads – if that was even possible!
I contacted Boots and was astounded by their great level of customer service. Not only are they sending me a replacement bra but they are also adding £4 worth of points to my Advantage Card. Not exactly groundbreaking, I know, but great nonetheless. The tone of their reply wasn’t condescending in the least, and made me feel like a valued customer. I will definitely keep using the company.
The point of this post is that if you have a problem with a product, COMPLAIN! Companies and brands need to know if their products aren’t performing as they should!
Do you complain? Or do you ever contact companies to tell them how great they’re doing?
xo
i am glad you got great service, i think good customer service is key, i always try my best at work and if i can do just that little extra thing to help someone i will – just like i expect back and if i recieve less than that i will complain xxx
It's so nice that you were dealt with properly by Boots. I always mean to complain when something is wrong with a product but I always put it off until I think it's too late or I can't get round it it. I know I should though 🙂 x
Rachael, you should definitely complain if a product is faulty. They need to know, and theres no point you wasting your money on something rubbish.
I agree, Emily. Working in retail, I know the value of customer service and I strive to deliver 100% all of the time. xo