Do you guys return emails?????
Hey there,
I have emailed you guys three times in the last week and one pm just to inquire about when my quilts will ship and haven't heard anything back. I have to admit I am a little disappointed. Your website says "our quality, attention to detail and dedication to customer service remains unchanged." A simple reply would be nice. :( I'm not trying to stir the pot but would like just a little info on when I can expect delivery. Thanks.
Is this how you would run YOUR business??
Family...kids...nice bloke...good product...blah...blah...blah!
Let's not forget that this is a business they're running, and they are not a monopoly. Customer service goes a long way, especially in such a niche market, and people who have a negative experience with vendor A will think twice about ordering from them again and will have a real good look at vendors B and C.
For most small businesses, customer service is a major market differentiator. Expectations need to be set, and communicated.
I ordered a UQ several weeks ago, but after reading these forums my expectation was that is would be several months before I saw it. Personally, I think that is a ridiculous amount of time to wait for a product. I've received a limited edition Ducati faster. And I'm on the other side of the planet!!
Mind you, delivery duration was an assumption I had to make, as I've received no communication from Hammock Gear, other than a confirmation they've taken my money.
I'm all for supporting small or family business, be it here in Oz or overseas, but this is simple primary school economics. Demand currently outweighs Supply, so Hammock Gear need to have a good look at their resources and perhaps review their current business model. If they lack the skills to do this, get someone in who can!
I'd be happy if I could at least SEE my order on their website, perhaps even with an eta.
All's well that ends well ?
I understand the frustration that can come from a lack of communication.
I was very impressed with the vendor's replies.
Buying via websites does require a leap of faith. For me it would take a high level of concern to air those concerns on this site but it did get the OP his answers.
I am very happy that the moderator's didn't try to limit the discussion. If you want a forum for the positive reviews then you need to be open to constructive criticism as well.
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