Sometimes in the midst of chaos or due to system errors, order fulfillments for customer fulfillment errors can happen and it usually leaves a bas taste in most people’s mouth to not want to do business with them again. Some companies do nothing and some companies apologize. But it makes you wonder, should you do more? I was thinking about this as I ordered an expensive product where I was interested in getting it all today at a store called London Drugs with the caveat that certain stores had the items in stock and so I had to actually order the items online for store pick ups at different locations. Not a big deal as it was an easy daily route. Funny enough, because it was an expensive purchase the actually phoned me to verify it was real purchase first and confirmed they will send me an e-mail shortly for pickup.
However, as it turns out the one store with the main item which they listed as in stock actually wasn’t in stock. So I got this e-mail saying how they ordered it to be shipped from tea rehouse and that it will take 1 to 3 days. I was thinking, that kind of defeats the purpose of me going to that store in general as I may as well just get them to deliver it to me. They didn’t appear to offer any compensation for the inconvenience as I have seen companies do so.
For example, if it is their error then some places would offer customers a gift card as an example. Especially for a purchase this big. It’s something small that goes a long way to maintain customer loyalty. Even I must admit, it makes me hesitant to make big purchases with them again without some kind of compensation.