I ordered 24 red roses for delivery on Friday 1/11 and unfortunately they delivered another lot of flowers. So I sent an e-mail complaining on Friday evening. Lo and behold, on Saturday morning I got an e-mail from Vanessa, apologising and promising to look into into it. Later on in the morning I got another e-mail fro Vanessa admitting that they had slipped up and suggesting that as compensation they send the red roses AND a box of chocolates. Would that be fine?
All companies (and people, ) make mistakes from time to time. What distinguishes excellent customer service from mediocre/poor is the ability to recover from mistakes. Companies like Vodacom and Nedbank, both of whom I currently have outstanding complaints that are not being addressed, should take a leaf out of Flowers dot coza's book.
I will remain a customer of Flowers dot coza as I know that if there is a problem they will rectify it as soon as possible without hassles.
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