It started bad. I tried placing an order with Totally Wicked at like 3am, including something with a 20% yo-yo discount. When I'd be transferred to the payment site, it removed the discount. I eventually gave up and just used the day's 18% - difference of 20p so no tears - and then realised I'd forgotten a couple of things, placed another including a 26% yo-yo which, after much refreshing and relogging, did go through, but at 24%. Again, no biggie, but since I couldn't find an e-mail contact I sent a tweet and went to sleep.
This morning, got an apology, which was all I needed - as I said, small orders so literally pennies of a difference - as I mainly wanted them to be aware of the site issue. Being nosey, I had a look to see if I could force it to work, trying basic stuff like cache clears, different browsers, etc. and happened to see a stoopid good 38% discount on one of their juice samplers. Nabbed it, went to checkout...same thing. This time was like £14 difference, so less keen to just shrug and leave it. Replied on Twitter, and the chap there tried to help and eventually swapped to e-mail. Once it became clear it just wasn't going to go through - and the 38% deal had expired in the meantime, so I was ready to just call it quits - Nathan offered to put the order through manually and honour the discount. He called me - minor thing, but it makes a big difference to me having him call out rather than me call, deal with automated systems and queues and then have to explain again - put it through at discount as promised, and even waived the delivery charge since one of my orders hadn't packed yet so they could be combined.
In the end, I didn't really get massive compensation or discounts beyond what I should have had anyway, but Nathan was so accommodating, quick to respond, helpful, and made me feel valued. I got exactly what I wanted, and it was offered politely and congenially, even though he was under no obligation to offer the discount once it had expired.
Might be a minor thing, but his treatment of me and the issue turned me from someone fed up over a website glitch to the point of not returning, to someone eagerly awaiting my delivery and happy to trust in ordering with them again.
Sorry I ramble, TL;DR = Thank you Nathan and thank you Totally Wicked.
This morning, got an apology, which was all I needed - as I said, small orders so literally pennies of a difference - as I mainly wanted them to be aware of the site issue. Being nosey, I had a look to see if I could force it to work, trying basic stuff like cache clears, different browsers, etc. and happened to see a stoopid good 38% discount on one of their juice samplers. Nabbed it, went to checkout...same thing. This time was like £14 difference, so less keen to just shrug and leave it. Replied on Twitter, and the chap there tried to help and eventually swapped to e-mail. Once it became clear it just wasn't going to go through - and the 38% deal had expired in the meantime, so I was ready to just call it quits - Nathan offered to put the order through manually and honour the discount. He called me - minor thing, but it makes a big difference to me having him call out rather than me call, deal with automated systems and queues and then have to explain again - put it through at discount as promised, and even waived the delivery charge since one of my orders hadn't packed yet so they could be combined.
In the end, I didn't really get massive compensation or discounts beyond what I should have had anyway, but Nathan was so accommodating, quick to respond, helpful, and made me feel valued. I got exactly what I wanted, and it was offered politely and congenially, even though he was under no obligation to offer the discount once it had expired.
Might be a minor thing, but his treatment of me and the issue turned me from someone fed up over a website glitch to the point of not returning, to someone eagerly awaiting my delivery and happy to trust in ordering with them again.
Sorry I ramble, TL;DR = Thank you Nathan and thank you Totally Wicked.
