At the end of August, I made the mistake of purchasing one of the Kits of the Month from the Lisa Bearnson website. After writing to express my displeasure that they held onto my order for 3 weeks prior to shipping only to receive a form letter in reply, I am sharing the email threads for all to follow. Second rate customer service should never be tolerated.
Subject: Digital Sampler Kit – Order ID 1188437280.062465_0
I am writing to express my concerns with the level of customer service provided on this order.
According to my receipt, I ordered this item on August 29, 2007. The invoice included with the order reflects that order date as well, with a processed date of August 30, 2007. However, my customs green tag on the envelope is dated September 12, 2007, nearly 2 weeks later. Finally, the postmark on the envelope is dated September 18, 2007, reflecting that you held on to my item for another 6 days prior to posting it – and now approaching the 3 week mark after payment had been received. To me, that is absolutely unacceptable and inexcusable for an item that has already been paid for with a Visa card. In my eyes, there was *no* reason to delay posting the item. My item arrived on September 26, 2007, nearly one month after the purchase was made. While I will admit you cannot be held responsible for the length of time an item will take to arrive across an international border after it has been posted, you are absolutely responsible for the length of time it takes to “process” and post said order.
I am a repeat customer and have purchased a kit of the month in the past and received better service, which only further proves my belief that this 3 week shipping delay is an unacceptable level of customer service. Would anyone at your firm care to offer a reasonable explanation for a 3 week shipping delay? I will absolutely remember this experience in the future should I consider further kit of the month purchases, and I will be sharing my experience with my fellow scrapbookers as it is only fair they are aware of the declining client service.
Dear xxxx yyyyyyyy,
We apologize, for international orders we ask to allow 3-4 weeks for delivery of your item. We do apologize for any frustration this has caused.
**Please include all previous emails when replying**
My so-far unanswered reply…
I wish to clarify then, you offer no explanation whatsoever as to why it took someone in your warehouse 3 weeks to place a CD in a cardboard mailer. Duly noted. Let it also be noted, that nowhere in the FAQ section on the website does it suggest that international orders will take 3-4 weeks to arrive, however I did find that you have been falsely advertising how quickly you will ship orders.
“When can I expect to receive my kit?
Orders will be shipped within three business days of receipt.”
That would be a direct quote from YOUR FAQ section on YOUR website. I would highly recommend you change your website to reflect a more accurate shipping date of 3 weeks not days. Alternatively, you could just ship things out in 3 days like the website says. Might I remind you as well, that on the invoice in my kit, as well as on your website you say “Your feedback is valued and we will use it to continue to make the Kit of the Month a better experience for you.”, but my concern was not addressed at all, nor was there any suggestion that things would be improved based on my taking the time to provide you the feedback about the service or lack thereof I have received. And now, based on your form letter reply that fails to accept any responsibility for poor service on your part, I question if there will be any further opportunities for you to provide me with any future Kit of the Month experiences.
May I also point out to you that of the 5 kits of the month offered, only one kit has sold out. That suggests to me you may wish to put a little more value into not only first time buyers, but repeat clients. Simple customer service would have resolved this matter and gone a long way towards client retention. Alas, such was not the case.