Shipping issues happen. Unavoidable for every business. Saying that you are a "small business" does not make you exempt from providing basic customer service. People support small business, even if it means paying more than using a big business, because we assume small business care about their customers.
Order #161175 was shipped on the 01/04 from VIC to QLD, expected arrival 07/04. It has been sitting at the WA depot since the 10/04. Called on the 14/04, spoke to someone who said they would get back to me on the same day after they speak to the courier and left my number.
Did not hear back that day, so I emailed For All and also CouriersPlease. CouriersPlease got back to me that evening at 5pm (for a description of the box and it's contents) and also at 10pm to inform me that the issue had been escalated because the parcel has not gone through the normal channels and routes.
15/4, still no email reponse from For All, so I called once again, told them what CouriersPlease had told me. They said it was policy to wait one week from the last shipping update, and that nothing would be done from their side until the 17/4. They also said that if I heard anything else from CouriersPlease to "let them know" - because clearly it was my job now to chase and resolve the issue.
Being a small business owner myself, and having dealt with other small businesses, the level of customer service is atrocious/non-existent.
So here are some ideas on how to approach an issue like mine in the future:
1. Offer to re-send the order: We all know how long it can take to locate a parcel, re-direct it etc. And that's if it's not lost. Email a "return postage label" so when the missing parcel eventually arrives (if it does arrive), I can mail that one back OR given the option to purchase the double order if I am happy with the product. You have my credit card details on file, so if I commit fraud and refuse to send back the order, you are in your rights to charge my credit card.
2. Offer a small discount on the next order for the inconvenience (which many companies do) and to be honest I would have used that discount straight away to place another order while I wait for the missing parcel to show up.
3. Ignoring the two above suggestions completely, but actually replying to emails or calling someone back when you said you would = bare minimum.
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A high-performance concentrated detergent made using biodegradable, plant based, cruelty-free ingredients.
Effectively removes grease and grime leaving surfaces clean and shiny.
Safe for all surfaces and septic tanks.
Clean your dishes, grout, glass, wood, marble, tiles, laminate, cars, leather, bench tops, cabinetry, clothing stains, oven, stove top and more.
A product made in Melbourne by professional cleaning company: The Big Clean Co.
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