Nice Save - Mr Ward!

OOo goodie!  My most favourite topic…customer service!  Those of you who are regular readers of my blog will know that I'm quite easily pleased.  All people have to do is their job.  If they go the extra mile – I'm propelled into a stratosphere of glee.  Conversely, it just “creams my corn” when people don’t do their job.  Even worse, they’re not bothered that they don’t do their job.

We all know the “you get what you pay for” and “If you pay peanuts, you get monkeys” both of which imply that if you want quality and service then you have to pay more for it.  Well, I’m here to tell you that is not necessarily true.  Read on, I will explain…

I order our stationery.  I have a website I usually use but recently they weren’t able to supply me with the particular product I required.  It is probably worth mentioning, at this point, that I hate internet surfing.  Craig quite enjoys it.  Bores me rigid.  So, I did a ‘google search’ (yukk!)  Anyway, the first website that came up, offered me the product at a spectacularly low price AND it was ‘in stock’.  Yeah!  All my Christmases at once.   I ordered my 900mm by 1200mm cork board.  After I clicked ‘confirm’ I remembered I needed a fresh supply of clear plastic wallets.  I marvelled at the cost of them as well and thought I had nothing to lose by giving them a try.  There was a ‘live chat’ tab so I clicked on it and communicated with a very pleasant young woman who added the box of wallets to my order and called me up on the ‘phone to take payment details.  Feeling quite pleased with myself, I carried on with my day.

A few days later, I realised I hadn't received my order.  Gut reaction?  Well they were cheap, it was never going to be that simple, was it?

I fired off an e-mail and got a prompt reply.  It explained that they had been in touch with the Courier who confirmed they had ‘misplaced’ my order and that a replacement would be with me the next day.  Which I can confirm, it was.  Except…it was only the plastic wallets with no sign of the cork board.  I telephoned the office.  Over the course of an hour I tried the 3 different ‘options’ on the automated response all to no avail.  I eventually resorted to sending another e-mail.  I noticed at that point that ‘live chat’ had disappeared as well.  I got a sinking feeling - relieved that this rogue business wasn’t going to get very far on my £11.98 + VAT.

At the end of the 3rd day I still had received no response.  Just after 5:30 p.m. that evening I wrote a review on ‘Trust Pilot’.  Now, I had checked this company out before I placed the order and the reviews were all really good.  I gave it 1 star out of 5 and wrote the facts of the case as I understood them.

With my second coffee of the day still steaming in the mug, I got a telephone call from a man who introduced himself as Ryan Ward – the Managing Director of Office Monster.  He told me he was embarrassed by the review I had given and that he was looking in to the circumstances behind it.  He had some of the details already, but he needed a little more time to carry out a full investigation into the circumstances.  He apologised profusely several times and asked if he could call back within the hour to fully appraise me of what had occurred and the solution he would implement.

Mr Ward did what he promised.  Investigated, called me back and informed me that my order would be with me the next day.

I explained to Mr Ward that I was extremely impressed that not only had he taken charge of the situation personally but also that he did what he said he would do.  I went on to say that it was that action alone that had reversed my decision not to use Office Monster again.

I'm delighted to report that my cork board arrived the next day and I'm currently compiling a stationery order to place with at a fraction of the price I normally pay!