I thought on their site they had online answers to emails. I have asked questions and immediately received a response. I don't understand why they don't answer emails. Sometimes it says they are not onliine but a large percentage of the time they are available.
I have ordered from them numerous times but I have never had an order to get mixed up or any products that were defective.
coupons or something of the sort. Ever been bumped from First Class? You get flight coupons. Have they ever messed up your drink at Starbucks? You get a free "customer recovery" coupon. I value my time, if I didn't I probably wouldn't have been so demanding. Maybe it's because I'm so adjusted to walking into a convenience store and leaving 5 bucks for a pack.
Also, Walmart has a no returns policy on opened stuff because all their stuff is such low quality. You know what you're paying for. TW bills themself as a supplier of "quality". If they don't deliver on that promise, it's false advertising plain and simple. I even had a little internal moral quarrel, I am planning on buying a PCC in the future, so I was soooo very tempted to just keep the one they sent me, but I sent in back in good faith hoping they would repair the relationship.
So maybe my own ideas of what a good company should do are creating a sense of entitlement in me. But I've learned over the years that saying thank you and hoping they will anticipate/meet your needs/hopes/expectations NEVER leaves you satisfied. I am upfront about my expectations because in my experience, if you aren't, no one else cares.
I own a janitorial business that services both residential and commercial clients. If our job isn't done right, you better believe that I'll make up for it somehow. I'll come back ASAP, fix the job and throw in something extra, to apologize for the hassle. Whether it's an extra service, a gift card, a bouquet of flowers... if that's what it takes to rectify my mistake, I'm happy to do it. If a customer tells me that they expect something, I appreciate it. They let me know what I need to do to prove that I deserve their business. And, you bet I can afford to do something extra to satisfy a customer. What I can't afford is to lose their business.
I recently returned a $170 order back to TW as it was someone elses and sent to me by mistake, ok minus the 5pack of 510 attys which I cut a check for. The invoice had the true recipients email so I sent them a heads up. TW responded to my email and sent me a paid shipping label as well as my order express mail. The process went fairly smooth really but that kindof sucks to see that it is not as rare as it should be.
I constantly hear, "It's just so easy for you. It'll only take a few minutes." So, can I afford to continue to give away this free service, even to customers who come back to me when things are particularly bad? No, I can't. It looks easy when I do it because I've spent the last 25+ years beating my head against the damn things all day long, every day. So, because I have the knowledge and they don't, and because it looks easy, and because it is not "goods" that I sell, but my own intellectual skills, it seems to have no value.
"It's just so easy for you. It'll only take a few minutes." Yeah, well feeding my family looks easy too, as well as keeping two boys in college and finding appropriate medical and therapeutic services for my severely autistic youngest son. It looks easy. From the outside. It doesn't look or feel quite so easy when my wife and I are doing it, though.
So, again, because the product I provide isn't a product at all many times, perhaps my viewpoint is somewhat skewed. I take care of my good customers, you bet I do. At the same time, I would hesitate to tell any other business owner what they can or cannot afford to do. Especially in this economy.
But, from the perspective of a business who relies on repeat customers, it makes sense to spend a few bucks, to make sure that a dissatisfied customer comes back. If I charge a client $175 per cleaning and have to spend $25 to make sure that they continue to spend that money with me, it's worth it. That $25 will translate into profit very easily and, more than likely, it'll translate into referrals, when that client tells their friends about the incident.
If a customer feels like they need to make their expectations known, I appreciate it. It's my choice whether to do what they want and keep their business or decline and cut them loose.
I don't think your "expectations" were off base in the slightest.
I couldn't have said it any better myselfThe good ones always make it look easy.