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Great customer service - Fresh baked Gallery - , by I like pictures on Sept 17, 2014 19:18:22 GMT 1, I would like to say a big well done and thanks to Tim at the Fresh baked gallery for outstanding customer service.
We (I) are always quick to spread the word if we received bad customer service from a company so I'd like to reverse that trend if only once for this firm.
I ordered a framed piece from them and within a day I receive an email stating the piece had frame damage so they were going to reframe it and send from the states to me once all was done. Upon receiving the piece the frame was damaged, how could this be? they had it repaired!) . I could see no reason or evidence to suggest that it could have been damaged in transit given how well packaged it was. I contacted FBG via email explaining my disappointment and within minuets I receive an email back stating their shock and disappointment that the piece had arrived damaged and assurance that they had had it reframed. It was also pointed out that the previous damage wasn't as bad as the damage that was now on the frame. Another email or so exchange all in good tone and they happily agree to cover the cost of reframing at my local framers upon receipt of an invoice. I took the piece to the framers, got an invoice, emailed it to them, invoice paid!
I know in America customer service standards have been well and above the standard that we receive in the UK in years past and we are catching up but from start to finish the whole thing was settled within 3 hours. I work for a company that benchmarks customer service and employs mystery shoppers etc so understand at least a little about customer service and wanted to say how outstanding they have been.
Thank you FBG.
I would like to say a big well done and thanks to Tim at the Fresh baked gallery for outstanding customer service.
We (I) are always quick to spread the word if we received bad customer service from a company so I'd like to reverse that trend if only once for this firm.
I ordered a framed piece from them and within a day I receive an email stating the piece had frame damage so they were going to reframe it and send from the states to me once all was done. Upon receiving the piece the frame was damaged, how could this be? they had it repaired!) . I could see no reason or evidence to suggest that it could have been damaged in transit given how well packaged it was. I contacted FBG via email explaining my disappointment and within minuets I receive an email back stating their shock and disappointment that the piece had arrived damaged and assurance that they had had it reframed. It was also pointed out that the previous damage wasn't as bad as the damage that was now on the frame. Another email or so exchange all in good tone and they happily agree to cover the cost of reframing at my local framers upon receipt of an invoice. I took the piece to the framers, got an invoice, emailed it to them, invoice paid!
I know in America customer service standards have been well and above the standard that we receive in the UK in years past and we are catching up but from start to finish the whole thing was settled within 3 hours. I work for a company that benchmarks customer service and employs mystery shoppers etc so understand at least a little about customer service and wanted to say how outstanding they have been.
Thank you FBG. |
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natstan
Junior Member
Posts โข 1,806
Likes โข 1,127
March 2013
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Great customer service - Fresh baked Gallery - , by natstan on Sept 18, 2014 2:00:14 GMT 1, Nice folks always make a good day better ya?
Nice folks always make a good day better ya?
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