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UPSET CUSTOMER (Read 959 times)

stacy_136134

Junior Member
artist

Posts: 97

UPSET CUSTOMER
Dec 26^th, 2009, 5:46pm

I had an order for a christmas/birthday card come through. The person emailed me i guess from my account and said she never received it and is upset and just wants to cancel the order (obviously since it was a christmas birthday and christmas is now past). Have to say it's very dissappointing since i don't receive that many orders and for sure will have one less customer now.
what do i do to resolve this? do i reply to her email?
below is what she emailed me - she reached me through services@greetingcarduniverse.com.
stacy

Stacy, I didn't recieve the Christmas Birthday card I ordered. on Dec. 15th.
She should have gotten it on the 24th.since her b-day was the 25th.
I'm much disappointed,and just would prefer to cancel my order.
thanks,
Donna B

--------------------------------------------
EDIT - Please do not post full names and email addresses in the forum. Thanks - Shaun

« Last Edit: Dec 28^th, 2009, 10:18am by Shaun_131054 »

SVP Design & Illustration:
http://artist.greetingcarduniverse.com/svpdesignandillustration

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Doreen_137017

Gold Member
artist

Posts: 5274

Re: UPSET CUSTOMER
Reply #1 - Dec 26^th, 2009, 6:41pm

Stacy,

GCU staff will not return until Monday. If it were me, I would diffuse the situation if I could by replying to her that though you designed the card she ordered, you do not have any control on the print and delivery of that card, however as soon as the GCU staff returns on Monday you will get with the appropriate personnel and get her refund started.

Regardless of the reason, it could still be in the mail. This time of year things can take twice as long to reach their destination, but it doesn't matter. She is angry all you can do to keep a potential customer, is be honest with her and let her know that Monday the correct people will be given her email.

Don't worry too much, it happens.

Happy Holidays!

Salon of Art:
http://www.greetingcarduniverse.com/SalonOfArt

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Catinka_133492 Full Member artist Posts: 143	Re: UPSET CUSTOMER Reply #2 - Dec 27^th, 2009, 1:32pm Stacey - how about editing your post to remove the customer's name and email. As it stands it is a set-up for spam, as well as privacy issues. www.catinkacards.com
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Shaun_131054 GCU Administrator artist Posts: 2482	Re: UPSET CUSTOMER Reply #3 - Dec 28^th, 2009, 10:16am We we'll follow up with her. While she did place her order on the 15th, for some reason she set the mail date to the 21st, which is probably why she didn't receive the card on time. Shaun
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stacy_136134

Junior Member
artist

Posts: 97

Re: UPSET CUSTOMER
Reply #4 - Dec 28^th, 2009, 8:42pm

shaun - I received another email. Customer said she did end up receiving the card but it was late
and missed the birthday on the 25th. I have no idea why she would have set her send date to the 21st. My guess would be to keep it from getting there much too early. She said it was disappointing but no big deal....so evidentally she is fine now.
thanks for following up on this.
stacy

SVP Design & Illustration:
http://artist.greetingcarduniverse.com/svpdesignandillustration

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