My wife and I are planning a redesign of our bedroom. We usually go for paint on the walls. This time, however, we are planning to use wallpaper. We found a company called Graham & Brown, and we decided to order some wallpaper samples before deciding on a final pattern.
My wife took a few hours to browse and add items to her shopping cart to review with me later. The next day we had time to look over her selections. Unfortunately all of the items in her cart had disappeared. She even created an account to make sure that the items in her cart would be saved.
She called Graham & Brown customer service to tell them about the problem. They quickly apologized and explained that the site had just launched. Their web team was working out some bugs, and they were glad to hear our feedback. Customer service also offered to send us the wallpaper samples that we chose free of charge. As we make our final wallpaper selection I’ll be happy to give Graham & Brown my business because of this great experience.
Anonymous Coward
on 02 Oct 09Without reading even a word of the post expect for the title “Excellent customer service” ... and then seeing the picture, I must say I agree.
Now to what I agree, I have no idea b/c I didn’t read the post but I did like the picture
Dirk Gadsden
on 02 Oct 09While I can definitely agree that they had excellent customer service post-problem, I wonder why you didn’t focus on the poor service before that. Namely the fact that your shopping cart was lost even after you took fairly drastic measures (IE: Signing up just for that singular purpose) to preserve it. The launching of the site should be no excuse for the lack of such important features as the advertised (Which you implied in the context of your post) persistence of shopping carts. Bugs as dramatic as that should have been worked out pre-launch.
Anonymous Coward
on 02 Oct 09@Dirk Gadsden
If people really cared, no one would be using Twitter.
Robert
on 02 Oct 09With stories like this, you would think that companies would spend more effort making their customer service center awesome.
In fact, if you didn’t have those shopping cart problems, you might have ended up shopping somewhere else in the end, but the fact that you got your problem resolved quickly and professionally sealed the deal for you.
Mistakes happen, just make sure you can keep your customers happy and they’ll most likely come back.
Zebra1
on 02 Oct 09Buggy would be a good word for this site, when I go there I get a banner at the top of the page with this message:
Welcome to our UNITED STATES site. We have noticed that you may be in UNITED STATES. Click here to switch to the UNITED STATES site or Click here to stay on the UNITED STATES site.
I’m in Ireland btw :-)
Rob L.
on 02 Oct 09Jamis, if you haven’t purchased yet, check out the beautiful prints on eco-friendly vinyl-free wallpaper at http://modgreenpod.com. I have no $$$ stake in them; they’re just a small local (to me) company and an acquaintance works there.
Nicholas Howell
on 02 Oct 09@Zebra1 To be fair the link does go to http://www.grahambrown.com/us/index
Todd E.
on 03 Oct 09That just confirms that when you handle a customer’s problem well, the customer can wind up being more loyal than if s/he never had a problem in the first place.
Daniel
on 03 Oct 09@Nicholas Howell: Doesn’t matter where the link points, since going straight to grahambrown.com will bounce you to /us/index. And I’m not in the US either; I’m on a whole ‘nother continent.
But oh boy is it annoying to look at. Everything is just wrong with it – and unfortunately it’s right there on the top of the page.
Seriously, what the F?
The only thing that makes some sense, is the “Welcome”-part. But CAPS LOCK or not, I’m nowhere near the UNITED STATES, but hey, that’s ok because I have the choice between “not leaving” and “staying”. Useful.
They even managed bungle the info-icon, and it’s just white on black.
If for some reason, you have been spared this tremendous clusterf**k, or if they’ve actually fixed (i.e. removed) it, here’s a screenshot of it for posterity: imageshack link
Berserk
on 03 Oct 09Well, they do say “may”... Apparently, I might be in US as well, but I’ve never been west of Lisbon. What bugs me more are the two links: “Click here to switch to the UNITED STATES site” or “Click here to stay on the UNITED STATES site”.
1. Since I already am on the US site, why do I need to click a link to switch to it (where am I, really?).
2. If I already am on the US site, why do I need to click a link to stay on it (what happens if I don’t, will I be redirected to google?).
—
But I see Jamie’s point. The most important thing is not to avoid problems for customers at all costs. It is to try your best to solve them.
Josepha
on 03 Oct 09Is that your wife?
Ryan Naylor
on 03 Oct 09Well, the co. did just start, so I’m sure they’re glad to get customers. But, since they sell wallpaper and such, they may have more of a professional approach. Good luck with your decorating and samples. Either way, it works out.
Dan
on 03 Oct 09There’s another bug:
“Welcome to our UNITED STATES site. We have noticed that you may be in UNITED STATES.
Click here to switch to the UNITED STATES site or Click here to stay on the UNITED STATES site”
I don’t undersand the second sentence.
Pilolli
on 03 Oct 09Is that your wife in the picture? Congratulations!
Anonymous Coward
on 05 Oct 09Jamie is married to Elizabeth Hurley??? DAMN!!!
Coward of the Anonymous
on 05 Oct 09Doesn’t look like Liz Hurley to me.
But I’d definitely still h.t.
Jivko
on 05 Oct 09Is this site is a 37signals product or just make a review?
Nic Eldridge
on 06 Oct 09Isn’t it sad when simply being reasonable is seen as “great customer service”.
Stephanie
on 07 Oct 09I am Jamie’s wife and I look EXACTLY like the lady in the photo.
This discussion is closed.