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Returns process
While I'm on the subject of customer service:
When you have sent the wrong item out to a customer, it is *your* responsibility to make good on that. The last time that happened to me, I had to repackage and post the item back to you - complete with a letter complaining about the process. Until it had been received by you, you wouldn't countenance sending what was actually ordered.
The correct item was eventually supplied - along with my letter, crumpled and stuffed into the envelope with it. No acknowledgement, nothing.
Oh yes - and you still owe me the postage.
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that is VERY bad. disgraceful in fact.
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Returns
Sorry to here that you've been let down by our returns process, I will ensure your postage gets credited tomorrow on return to the office.
Plus I'll investigate the actual incident, both the incorrect item and the actual credit process.
Regards
Adam H.
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Thank you Adam. Do you want an order number for that?
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yes please, or email directly to me rob.taylor@cooksongold.com
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We've had the opportunity to revisit our returns process this morning. You obviously shouldn't have received your correspondence back with the replacement item and we apologise for that. It shouldn't happen again. We are in the middle of setting up a returns business reply label so that customers don't have to fund the cost of return postage whilst waiting for a credit, in many cases that means the item can be put in a post box rather than having to take it to a post office.
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Process improvement is nice to see in action.
What I'd like to see added in is sending out the correct item as soon as you're informed - you'd already billed for it, so the incorrect item was the issue.
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I can see you point Peter but what about dishonest customers...
there's a few of em out there y' know :(
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Billing details remain on file...
Besides, *most* people are honest (despite my cynicism). Most being anything over 50% :D
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It does but cookies would have hard time getting cash if the customer paid by card the card companies are definately on the customers side...plus I'd imagine that once some people had the correct goods there would be less incentive to post the other stuff back promptly (or at suitable rate)
I think the returns labels are an excellent idea though :D