I own a cookie business that delivers product to the customer when promised. I wish I could say the same about Kitchen Collectibles.
I needed a specific cutter for an order and allowed what I thought would be a reasonable timeframe for purchase and delivery, even sending a follow up email that stated the absolute date I needed the cutter. Cindy sent back a pleasant email saying when the cutter would be sent and gave the delivery window. Not a lot of extra time, but it gave the USPS an extra day beyond the promise date. She then offered the option of $35 overnight delivery. Thanks, but not required based on the delivery information just given.
The cutter never arrived, requiring the cookie design to be changed and a bit of back pedaling with my customer. I called Kitchen Collectibles today to find out the status of the order, now not needing the cutter. I was told that the package was returned due to insufficient address information on the address label done by them. She informed me that the package was already out for re-delivery, as if to make me feel like they were "on top of it". When I explained that I needed the cutter for an order, now in the past, and that I had even sent an email after placing the order to prevent what had indeed happened, her response was "Well, I don't really know what to tell you."
My business requires me to be so responsive to my customers that the minute I'm not, I lose a sale. It's frustrating to do business with people that haven't a clue about customer service. A simple refund of the shipping or an offer to make good for their mistake would have kept me as a customer. Fortunately, there are other companies who offer similar products. read more