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angelikaJ -> RE: Is anyone else having problems? (4/8/2008 6:26:39 PM)
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I decided after reading this thread to write them a letter:
"I have never done business with your company.
I have done some business with other companies.
I am writing to you today to inform you why I will continue to do business with other companies and have no intention of becoming a customer of yours.
I belong to a BDSM forum site.
Recently, someone began a thread asking if their experience with your company's customer service was typical.
Unfortunately, the consensus seems to be that yes, it is difficult to return defective/broken items and that they have had a poor customer service response.
This exchange of information resulted in several people responding by saying they were customers but will now not be or that they were going to place an order with you but have since reconsidered.
I am writing this to let you know that word of mouth has a very powerful effect...granted, it is a small thread...26 posts at this point but to date there have been 298 views and there are over 590,500 registered users to this forum.
I am writing to you because I beleive that everyone has the capacity for positive change...including businesses such as yours
Sincerely,
..."
this was their response:
"Hello [J],
I hope this email finds you well.
Thank you for taking the time to send the email. Though we would prefer to dwell on all the positive feedback we get, all types of feedback are welcome and appreciated; and negative feedback really is the most helpful and compelling in our ongoing quest for ways to improve our customer services and delivery system.
Without knowing the specifics from the negative posts from the thread, I don't know that I can adequately address your concerns, however, I can say without reservation, we stand behind all products we sell 100%. Items that are defective/broken are replaced with a non-defective/non-broken version of the same product, as long as are contacted within around 30 days of receipt; and we're really very flexible with the time frame.
As a new Manager here, what I am finding is some customers do not appreciate our absolute commitment to customer safety: Due to the personal nature of the products we sell, certain items cannot be returned for exchange or a store credit. While this guarantees that every product you purchase from XR is new and unused, it can have the unfortunate side-effect of a customer not being happy with their non-defective product and unable to exchange it for a different product due to health risks, and sometimes this can be perceived as poor services or non-responsive to that particular customer's needs.
Please feel free to invite the negative responders and/or past customers that have experienced difficulties to email us their problems/concerns and I will specifically address those issues. We ship approximately 20,000 orders each month, with very few complaints, so if there is additional feedback out there that can help us, we surely would appreciate it.
...
Best regards,
...
Customer Service Manager
XR, LLC
..."
(anyone interested in name/etc please send me an email..)
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