Customer Service Done Right

In my last post, I detailed the problems I’d been having with NZ CourierPost. At the end, I mentioned that I’d also received the wrong product from 1-day.co.nz.

I went to both CourierPost and 1-day.co.nz and placed feedback and asked for a response. This is the feedback I’ve received so far. I still haven’t heard back from CourierPost but 1-day.co.nz responded fairly promptly (especially considering the proximity to Christmas). My complaint to them was:

I’ve just received the American Crew Product 3 pack I ordered. I chose the “Molding Clay firm hold” option and you’ve sent Firm Hold Styling Gel which wasn’t even in the original options and not in the photo of the three different products available. Any reason?

Thanks, Mark

and they responded that afternoon with:

Hi Mark

It is with great regret that we are unable to supply you with the correct Hair Styling Product. Due to a supplier issue we have been provided with Firm Hold Gel, not the Firm Hold Molding Clay as was on offer on the day. This was not detected until after the product had already left us. We have contacted the supplier to obtain the correct styling Clay but they are unable to supply us the product as ordered.

To try to compensate you for this error we are happy to offer a $20 store credit, and you can keep the styling gel.

We apologise for this error and know it will be a small consolation, but hope the Store Credit will go some way to making up for this.

The credit will be put on your account as soon as possible, but if you would like to comment in the meantime please do so.

Regards

The 1-day Customer Service Team

Personally I think this is a fantastic response. I often place feedback on online forms and very rarely do I get such a personalised response. And it’s even more rare to get any kind of decent explaination and compensation.

Like I mentioned in my last post, I’m not exactly a fussy hair guy. I was more annoyed that I’d paid for something and been sent something else, now matter how great the deal was.

In actual fact I had spent $39.99 for three products and 1-day have offered me a $20 store credit. Quite a generous result and one that I’m more than happy with.

I’ll definitely be returning to the 1-day.co.nz store for more great deals. Good on ya 1-day.

Unfortunately I have yet to regain any form of confidence in CourierPost!