We recently placed an order for 1,000 brass eyelets. As a small company, we did not open the package immediately after purchase. When we did so, we discovered that the order contained only 42 supporting washers rather than the expected 1,000 (that would complete the job). While we fully understand that errors can occur, we were surprised and disappointed by the response we received when we contacted customer service to discuss the issue.
At no point did we expect complimentary products; our intention was simply to resolve the matter appropriately, even if that meant purchasing additional washers. However, we were informed, in very definite terms, that such a discrepancy was “impossible” and that we must have misplaced the items ourselves. The tone of the interaction felt dismissive and unhelpful, and no effort was made to investigate the matter further or offer a constructive solution.
This was particularly disheartening given that we have been loyal customers for several years and have always been satisfied with the quality of your products. Unfortunately, the manner in which this issue was handled has led us to close our account.
We hope you will take this feedback seriously and review the way similar concerns are addressed in the future, as the quality of customer service is just as important as the quality of the produ
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