We, as consumers, expect that if something faulty happens with a company’s product, they will stand behind it. Whether that be fixing the issue or replacing the merchandise, it’s good business to retain otherwise satisfied customers.
In the rapidly changing retail world, service isn’t always emphasized, unfortunately. That said, sometimes, a friendly email helps that process. Friendly, not the profanity laced, ALL CAPS subject line, unrealistic demanding asshole variety. A friendly one.
Back in January, I wrote about my new briefcase from The British Belt Company. The bag-a beautiful cognac pebble grain leather-looked incredible. The leather was wearing nicely over the past few months. I was enjoying it quite a bit, even carrying it around when no situation warranted its use. I’d gotten several compliments on it. However, there was a small issue with the particular model. The stitching on the handle loosened up a bit. The issue was small, though it would most certainly worsen with greater use. I just as well assumed I’d take it to get repaired at a local shop. Before I did that, I contacted the company to see about repairs. I sent a friendly email, of course. I was surprised and pleased when a representative responded promptly, apologizing for an issue that I didn’t even express anger over. Even better was that they promised to ship me a brand new briefcase at no cost. The new briefcase arrived a short time ago. The issue has been amended in the production. A win for me.
I know this reads like a generic customer’s review on the company’s website. However, it is a pleasure to deal with a business that still stands behind its product and takes care of the customer.