Sent: Friday, June 17, 2016 2:13 AMSubject: Case ID [redacted] Bachelor Shoes Order [redacted] Hello, We...
received a letter about a complaint open on Revdex.com for our order number [redacted] Limited Edition. The order was placed on April 4th and it was sent to production on the eleventh( see attached picture of CRM system) Our production for made to order shoes is regularly 21-24 days and we give information at our website that the production requires 4 weeks to complete and one for shipping/delivery. We encountered a problem with our outsoles supplier and delayed the production of that made to order shoe #[redacted] ( Correspons to order #[redacted] in shopify, see attached pictures) tremendously. Now, we made the mistake of not communicating efficiently with our customer and the employee we had in customer service is no longer with us for this and for more mistakes made in the customer support department and order management. The 9th of June we talked over the phone with this customer and explained the delay. We emailed the customer the tracking number of the shoe and shipped additional merchandise ( socks, see attachment) in order to try to compensate for the delay and the bad customer experience. We understand 100% that this problem wouldn't have escalated if our communication would have been excelent in the first place. Be sure we are working on this and we have implemented over the last two months the following: 1. New customer service representative. 2. New "track your order tool" page in our website, which allows customers to input their order and email so that they can view the status of production of their shoes and follow up their order 3. New Supply Back-end system (updated by customer support representative) which sends automated emails everytime the shoe ordered enters a new stage in the production of the shoe. Customers receive emails along the process of production and an email with their ups tracking number. Hope this case can be closed in our favor. Reply when read Umberto [redacted] Supply Chain Manager Office:888-629-6886 Bachelor Shoes, LLC [redacted]
Sent: Friday, June 17, 2016 2:13 AMSubject: Case ID [redacted] Bachelor Shoes Order [redacted] Hello, We...
received a letter about a complaint open on Revdex.com for our order number [redacted] Limited Edition. The order was placed on April 4th and it was sent to production on the eleventh( see attached picture of CRM system) Our production for made to order shoes is regularly 21-24 days and we give information at our website that the production requires 4 weeks to complete and one for shipping/delivery. We encountered a problem with our outsoles supplier and delayed the production of that made to order shoe #[redacted] ( Correspons to order #[redacted] in shopify, see attached pictures) tremendously. Now, we made the mistake of not communicating efficiently with our customer and the employee we had in customer service is no longer with us for this and for more mistakes made in the customer support department and order management. The 9th of June we talked over the phone with this customer and explained the delay. We emailed the customer the tracking number of the shoe and shipped additional merchandise ( socks, see attachment) in order to try to compensate for the delay and the bad customer experience. We understand 100% that this problem wouldn't have escalated if our communication would have been excelent in the first place. Be sure we are working on this and we have implemented over the last two months the following: 1. New customer service representative. 2. New "track your order tool" page in our website, which allows customers to input their order and email so that they can view the status of production of their shoes and follow up their order 3. New Supply Back-end system (updated by customer support representative) which sends automated emails everytime the shoe ordered enters a new stage in the production of the shoe. Customers receive emails along the process of production and an email with their ups tracking number. Hope this case can be closed in our favor. Reply when read Umberto [redacted] Supply Chain Manager Office:888-629-6886 Bachelor Shoes, LLC [redacted]