So what happened I hear you ask? Through social networks various I became aware of a dyer offering a limited time deal, had a look on their site, liked what I saw and put in an order. Nothing much of a controversial nature there I thought. That would be my first mistake then. Whereas places like Etsy are only supposed to allow you to list stuff you actually have ready for sale, this dyer has their own site and it turned out that they a) received way more orders than anticipated and b) had consequently taken orders for stock they simply didn't have dyed and ready to send.
Grouch 1 - I don't mind waiting for you to dye my order but I do mind only finding out that is the case several days after placing my order!
Ok so they're dying it the Monday after I place my order, irritating but not a problem, and I duly followed the progress on Twitter. Kind of hoped it would turn up by the end of the following week as I would be demonstrating spinning, and face it nice bright stuff pulls people in far better than dull white fleece. No such luck. Ok must be the Jubilee weekend messing up the post methinks. I'll give it to later in the week. Wednesday comes and goes, Thursday arrives and still nothing. No parcel, no email, no nothing and from Twitter I know said dyer is now deep in Woolfest prep.
Grouch 2 - please don't broadcast to the world all the fun you're having doing other stuff when you have paid for orders still outstanding, it does not make your customer base feel loved!
Ok so by Thursday and knowing they were busy now on other stuff I finally cracked and sent a chasing email. By this point it had been 17 days since I'd put my order in. Now in fairness I did get a response, an out of office email obviously set weeks earlier and no longer relevant. Hmm gave that one about 24hrs, by which point they knew about the problem with the out of office and had stated on Twitter that they're working through their backlog. Ok I think, I'll get an email soon saying where the holdup etc is (to be honest at this point I was still fully expecting to be told that it had been sent and that Royal Mail were making a mess of deliveing it, how wrong was I?!?). Instead, nada.
Ok two seemingly ignored emails, no delivery and over 48hrs later I thought I'd send a slightly more direct email, this time not just asking for an update but pointing out how long I'd been waiting. Being completely fair etc that did get a response.
That was it. No "Dear Mindfulknits" or salutation of any description which is frankly rude in my book regardless of the preceding events, unless being sent between friends etc... this person does not fit into that category. Now it could just be me being a miserable so and so but I was distinctly less than impressed with it as an answer. Ok I now know that it is being posted three weeks after I ordered it, but there is no explanation as to why, no reference made to the fact I had to repeatedly contact them to get this measly answer. I don't know how anyone else reads it, but to me it says they're glad to take my money, will get my order to me when they can be bothered and beyond that couldn't give a rodent's behind for concepts such as courtesy or customer service.It will be in the post for you on Monday. It's ready and packed.
I will email when it's on the way for you.
Please accept my apologies.
Grouch 3 - manners cost nothing and can go a long way to repair a poor customer experience
In short, unless (when) this stuff turns up it spins like butter and is dyed to perfection I won't be ordering from this dyer again. Life is too short for bad fleece and Indy dyers that don't have a basic level of respect for their customers!
Oh and if it isn't waiting for me when I get home on Tuesday I am naming names! You have been warned!
PS for the sake of clarity etc I am not talking about any of the fabulous dyers etc listed on the right of this site, you guys are all amazing :D
Hm, that doesn't sound right. I wonder what the problem was, if any? I look forward to hearing how things go.
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