Tuesday, 5 April 2011

Excellent Customer Service

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Blogging and social media are a fantastic way to get in touch with brands, and tell them what you like, or dislike about them. It feels like since twitter suddenly companies are having to pay a lot more attention to their disgruntled customers. I think this is a really good thing, but it definitely means I see more complaints about companies on the internet than positive comments. Given this I want to redress the balance a bit and share with you a really great customer service experience I had last week from Hobbs.

I went to a charity event at their Covent Garden store last Wednesday for Wellbeing of Women. Hobbs were offering 10% off their clothes in store, as well as donating 10% of all sales that night to the charity, which is pretty nice as it is. I purchased a lovely little pair of earrings from the NW3 range, but I wasn't paying too much attention as I was paying, and didn't really notice that the woman at the till wasn't wrapping them up very well. They didn't have any small bags so I carried the package in my hand to the door, then I put it in my handbag just before I left.

In case you haven't guessed the ending, when I got home and unwrapped the tissue the earrings had fallen out. They weren't in my bag, so they must have fallen out within about two minutes of me buying them, how annoying!

I didn't think I'd have much luck, but I decided to email customer services as I thought it had been a bit the shop assisstant's fault for not wrapping them well, so I sent an email late on Wednesday night explaining the situation and asking if there was anything they could do.

The automated reply said they'd try and get back to everyone within three days so it was a complete surprise when a very nice lady rang me up on Thursday morning at about 10am, checked out the details of my sorry tale and said she would get the store manager at Covent Garden to give me a ring.

The store manager rang less than an hour later, apologised for what happened and without really questioning me, or having any proof that what I had said was true, said she would imediately get a new pair sent to me by post. Good as promised, they arrived this weekend, three days later.

Hobbs could quite easily have said it was my fault for not looking after my purchase properly, or assumed I was lying as all I had was a receipt (which they never even asked to check!) saying I'd bought the earrings, not that I didn't have them any more, but they were completely fantastic about the whole thing.

I have a few Hobbs items already, but I know now I am a committed Hobbs customer, and I will definitely be going back again. Not only do they have beautiful clothes, but I feel very confident that if I ever have a problem again they will go out of their way to sort it out for me. Thank you Hobbs!

26 comments:

Tass said...

That's brilliant! I probably wouldn't have even contacted them for fear of them thinking I was lying xx

Peacock's Hat said...

I wish I could have more experience of Hobbs' customer service, unfortunately for a student they are somewhat out of my budget! Hopefully soon!

beingdena said...

I think it's great you blogged about this. we should really celebrate good costumer service because there's so many companies that lack that.

Bought a pair of Dune boots this winter, two weeks later the whole sole was wrecked. Had never happened to any of my shoes before. I emailed them twice and never heard back. I had to pay £18 for getting the sole changed.

Your earrings are adorable sweets.

Dena x

FromGemWithLove said...

That's always great, thanks for highlighting a great company xxx

FromGemWithLove said...

That's always great, thanks for highlighting a great company xxx

dinoprincesschar said...

what a cute pair of earrings, and it is great to hear of a company going out of their way to provide their customers with excellent service!

Leia said...

This is such a happy story! I'm so glad to hear how well they reacted to the situation. It really is that sort of thing that makes you want to go back!

Christy said...

I feel like there are a surplus of poor customer service stories floating around online, so this story was really nice to hear! I love when people give each other the benefit of the doubt and are just plain kind. And I'm glad you finally got your earrings. :)

Imogen said...

This is great especially since I often hear about very poor customer service.

Nikki said...

These earrings are so beautiful :) And you are wright, we probably are more likely to complain, then to talk about the good things :) good you did this post :) x

Nikki said...

These earrings are so beautiful :) And you are wright, we probably are more likely to complain, then to talk about the good things :) good you did this post :) x

Fashion Junkie said...

Wow, brilliant customer service.

I do agree with you, that Twitter etc has made companies take complaints more seriously and I definitely agree that actually it would be good if people recognised good service in the same way. Great post. And beautiful earings too.

danniekate said...

that is amazing service! props to you for giving them a shout out too x

daisychain said...

Hurrah for good service, and a bigger hurrah for showing appreciation! x

Krissy (Shimmer Like Gold) said...

Having worked in customer service myself, it really grates on my nerves when other stores and companies don't put as much effort into keeping their customers happy. I was always told to go above and beyond for the customer - even if it wasn't technically my job to do so. Perhaps by knowing that I'd happily do things for others, when I'm not treated with that same regard in stores makes me all the more irritated with them. But anyway, to curb my rambling... I'm glad they were so kind as to send you another pair of earrings! Such a shame the first pair mysteriously disappeared. :(

janettaylor said...

so cute!

Kb said...

Ahhh this is so sweet of them, glad there was a happy ending after seeing your tweet. I guess it's such a random thing to make up so it's great they obliged. I like it when companies do things like this.

Hannah said...

wow, that really is some great customer service. very nice of them to just send you a new pair no questions asked. and a very nice pair of earrings they are =)


Bow Dream Nation xx

Joy C. said...

Aww I am so happy everything worked out so well for you!

Winnie said...

Oh wow! That is so unexpected! I wouldn't have even considered emailing them or anything in case they turned round and said they couldn't do anything. Those earrings are gorgeous and actually, after this post, I'd be tempted to go in and have a look at their jewellery range!

Customer service is so important, I'm glad that Hobbs are one of those who really look out for their customers!

soph (owl vs. dove) said...

That was so nice of them. Definitely a great example of customer service.

Sherin said...

That is fantastic customer service. It was so nice of them. And the earrings look so pretty as well.

Peg said...

Those earrings in the picture are gorgeous.
Its so rare to find really good customer service these days.

Peg x

Maria said...

That's fab, I am already a big fan of Hobbs :D I always feel really bad about asking about stuff like that but I know from working at Waitrose, that some people do lie about stuff and are just brazen about it!

Maria xxx

Emma said...

Aw, that is lovely (and so are those earrings!)... just goes to show that a good customer service can go a long way! They've got a loyal customer now :) x

Rachel said...

Amazing! I love N.W.3 even more now!