I recently placed juice orders with two very well-known, very reputable vendors that come highly recommended on this forum. It was my first time ordering from both sites.
Unfortunately for me, both orders were incorrect. I'm sure everyone can relate to how deflating that can be, given how anxious and impatient we are to get our vapemail!!
The first order was a large sampler pack. Almost half of the bottles were missing from the order. I sent an email to the company, and very nicely and without jumping to conclusions, asked if it was a fluke mistake or maybe there was a second package coming? The website said my order was filled and delivered, so I kind of already knew it was a mistake, but I was just being overly gracious, as my mother always taught me "you catch more bees with honey" Anyway, they responded promptly (within 24 hours), seemed genuinely attentive to the mistake, and assured me they were shipping the rest of the juice out to me asap - no questions asked. We even wrote back and forth a few more times, and just overall it was a very pleasant experience - leaving me feeling like a very valued customer, with no lingering dissatisfaction with their company. I will most definitely be ordering from them again.
The other order was a slightly different experience. This other vendor I ordered from, is known to include a free bottle of juice with every order over a certain dollar amount, and advertises this on their website. But my order came without a free sample. Now typically I wouldn't have said anything - I'm not the type to speak up if I'm unhappy with a purchase, or send back a meal at a restaurant, etc. And especially since it was a free sample, not something I paid for, that was missing. But I was just disappointed, it was part of the reason I ordered in the first place, and I specifically ordered more than I was originally going to, just to hit the free sample minimum purchase. And it is a significant sized sample...not like a 3ml or anything. So, like I did with the other vendor, I sent a very polite email asking if I misunderstood the policy, or if it was a mistake or whatever. They did email back very quickly (within 30 minutes!!), but their response was, "Sorry we forgot your free sample. Just mention that you didn't get it in the comments section of your next order, and we'll send you an extra one."
Now don't get me wrong, I'm not mad or ranting or anything. I'm just a little put off by this. It would cost them next to nothing to stick one bottle of juice in the mail, just standard first class. And you'd think for such a small cost to them, that they'd definitely take advantage of an opportunity to not only make it right, but to show that they go the extra mile if they make a mistake. I know it's really not a big deal, and it's a very minor mistake, but I had to get it off my chest because it just bugged me. I think it's presumptuous of them to assume I'm going to place another order with their company (just in general, let alone after they screwed up). With so many juice vendors online to choose from, the key to success and building a repeat customer base is great service, isn't it? (Obviously the quality of the juice is the most important, but lots of companies have great juice, so service is really all that sets you apart).
Anyway...thoughts on this? Should I be bothered, or am I making nothing into something? I'm interested in hearing how everyone would feel about this.
Sorry this is the longest post ever!!!!