We bought a peg bag from [name](in store) - it was a bit rubbish - a plastic bag on a coat hanger. Tried to live with it for a little while but it was very annoying it was plastic and to be fair the hole was a little small to grab a handful of pegs. We spend an awful lot of money at [name] - so I think we count as one of their better customers. I complained by e-mail asking for a refund/credit and got a very long response from [name] the very next day which was very impressive. The e-mail was both chatty and polite. Was wasn't so impressive was the content - which, paraphrasing, was
"we don't care if you are a very good customer of ours - we designed a crap product - we sold it in a sales and now you're the sucker stuck with it - ha ha we don't do returns on sale items - sucker".
Incidentally the product has been discontinued which is very telling. [name] could learn a lot from [ext ref] or just from industry knowledge which is that it is 10 times more difficult to gain a new customer than turn round a disillusioned existing one.
Very silly policy [name].
This is the product:
And this is the reply. You may or may not agree with my paraphrasing.
Thank you for taking the time to email [name], I hope you have had good week so far?
I am happy to hear that your wife is such a fan of ours, I can understand your opinions regarding the brand though, unfortunately the floral nature of the products does not appeal to my other half either!
I am so sorry to hear that you are not happy with the English Rose polyester peg bag that your wife has purchased. I was unable to locate an account for you, was the peg bag purchased online or instore?
Here at mail order we never want any of our customers to feel unhappy with any of our products so if the item was purchased online or over the phone we offer a 28 day returns policy if the item is in it’s original condition.
We feel that this allows customers adequate time to inspect the product before use to ensure they are happy with their purchase.
In store unfortunately sale items are non-returnable as we feel customers have the opportunity to inspect the item before purchasing.
I can see that there has indeed been a negative review for this product online. We produced this product with the knowledge that some customers may hang the peg bag outdoors therefore we chose the thin polyester fabric to be wipe clean and durable in wet weather.
We understand that this was not to everyone’s liking and following customer feedback we have since started producing peg bags in a thick 100% cotton material.
The polyester material peg bags are still requested therefore it does seem that it is one of those products where customers are either very happy with or very opposed to the fabric choice.
If the item was bought through mail order unfortunately we would not be able to accept this item for a return if used and/or over the 28 day returns period as the choice of fabric is not considered a design fault.
Without customer feedback we would not be able to grow and improve our range of products so I would like to sincerely thank you for your feedback regarding this product. If I can be of any further assistance please do not hesitate to call us on the number below and one of our advisors would be more than happy to assist you.
We are open from 9am - 8pm Monday - Friday and 10am - 4pm Saturday - Sunday.
CUSTOMER SERVICE ADVISOR
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