YorkieTalk.com Forums - Yorkshire Terrier Community - View Single Post - Customer service complaint about Marilyn Muttroe Pet Boutique online

ThePetKitchen · 02-03-2009, 10:05 PM

Hello,

I am new here, actually just signed up today. I also own an online boutique catering to dogs. When I was inquiring to Puppia about becoming a dealer - They told me they actually have a location in NJ and ship from that location nationwide. (The location is also in the "contact us" part of their website)

For small businesses and more so for online businesses, customer service is what makes or breaks a deal. If you are offering products on your website that are not readily available to ship - you should put a lead time on that product page specifying the lead time (ie: ships in 2-5 days). This will provide the customers the time frame in which their orders will be processed and shipped up front.

I have never heard of a company policy that does not allow cancellations on orders. Usually if a customer decides to cancel, the order is cancelled and the customer will receive a refund within 24-72 hours. Having a company policy that doesn't allow cancellations is a little odd. Why wouldn't a company offer cancellations - especially if it's a product they don't have. I could understand if the product was a "special order" item and was made to order, at which time you should still offer a cancellation, but charge a re-stocking fee.

I don't know everything about business, but customer service is a must. The way you are coming on here and trying to defend your company and using the customers real name where ANYONE could see, is very unprofessional. To be honest, by being on here bickering back and forth, it makes your company look unprofessional.

You should have contacted the customer privately, asked what made them upset and what would make them happy. After all is sorted out, kindly ask for them to remove the post or do a follow up post of how things turned out.

How much was the dog clothing all together? Less than $50.00? Is it really worth it to argue over that PUBLICLY? You could have offered a refund and a 20% off or $10.00 discount or whatever you choose on their next order to make them happy - I'm sure most customers would be fine with that. But, instead...from what the customer is saying - not much was done about the transaction and this is why they are unhappy and warning people of your company. You didn't take action when needed and are taking unneccessary action publicly, when this should be resolved privately.

I hope everything works out for both of you and everyone learns from their mistakes.

02-03-2009, 10:05 PM	#30
ThePetKitchen Donating Senior Yorkie Talker Join Date: Feb 2009 Location: Orange County, CA Posts: 39	Hello, I am new here, actually just signed up today. I also own an online boutique catering to dogs. When I was inquiring to Puppia about becoming a dealer - They told me they actually have a location in NJ and ship from that location nationwide. (The location is also in the "contact us" part of their website) For small businesses and more so for online businesses, customer service is what makes or breaks a deal. If you are offering products on your website that are not readily available to ship - you should put a lead time on that product page specifying the lead time (ie: ships in 2-5 days). This will provide the customers the time frame in which their orders will be processed and shipped up front. I have never heard of a company policy that does not allow cancellations on orders. Usually if a customer decides to cancel, the order is cancelled and the customer will receive a refund within 24-72 hours. Having a company policy that doesn't allow cancellations is a little odd. Why wouldn't a company offer cancellations - especially if it's a product they don't have. I could understand if the product was a "special order" item and was made to order, at which time you should still offer a cancellation, but charge a re-stocking fee. I don't know everything about business, but customer service is a must. The way you are coming on here and trying to defend your company and using the customers real name where ANYONE could see, is very unprofessional. To be honest, by being on here bickering back and forth, it makes your company look unprofessional. You should have contacted the customer privately, asked what made them upset and what would make them happy. After all is sorted out, kindly ask for them to remove the post or do a follow up post of how things turned out. How much was the dog clothing all together? Less than $50.00? Is it really worth it to argue over that PUBLICLY? You could have offered a refund and a 20% off or $10.00 discount or whatever you choose on their next order to make them happy - I'm sure most customers would be fine with that. But, instead...from what the customer is saying - not much was done about the transaction and this is why they are unhappy and warning people of your company. You didn't take action when needed and are taking unneccessary action publicly, when this should be resolved privately. I hope everything works out for both of you and everyone learns from their mistakes.