Extremely Poor Service Levels
<p>I have purchase a few Blu Betty shoes and experienced terrible service in May-17 where after waiting 5 weeks, I had no communication that the order was not ready. In fact I was told it would be ready on time after my enquiry. I further enquired the week it was due only to be told that it would be ready in a week’s time. I asked for a refund and, I think the owner, apologised profusely about the growth of their brand and the fact that they weren’t coping with orders, etc. All good, however why not increase staff and resources to support the demand or in turn be upfront about the 5 week lead time a slim possibility. I was refunded my monies and I told the owner that I would only purchase “in stock” shoes (that didn’t require a long wait). I was told that their service levels and communication would improve and the experience should re-occur.</p> <p>I then placed an order in June and after 5 weeks with no communication I enquired about my shoes which should have been sent with the courier today. I then receive an email that the order is again not ready and that they require a further week. If I did not follow-up I would not have gotten this feedback!</p> <p>Previous to my experience in May when I purchased shoes, communication was lacking – emails are not answered timeously at all. Altogether a company that cannot care about customer service at all!!</p> <p>Service levels are poor, communication is poor! For a small business that is trying to make a mark in the industry they have taken 10 steps back. Never again will I support this business. Beware!</p>
The client is entirely correct - we were certainly late with her first order and made our humble apologies due to the growth in our small artisanal brand!
Insofar as this order is concerned we do quote a lead time of approximately 5 weeks from date of payment and we did NOT advise that the shoes required a further week but rather they would be sent on Friday of this week. This would equate to a delay (regrettable delay!) of less than a week. The client requested a refund which was made on the same day (day of writing this response).
It is worth noting that this valued client also purchased a pair of shoes (stock) after the first pair was refunded.
It is disappointing to lose Mrs Reddy as a client and we had hoped that to resolve but we understand her position.
The client is entirely correct - we were certainly late with her first order and made our humble apologies due to the growth in our small artisanal brand!
Insofar as this order is concerned we do quote a lead time of approximately 5 weeks from date of payment and we did NOT advise that the shoes required a further week but rather they would be sent on Friday of this week. This would equate to a delay (regrettable delay!) of less than a week. The client requested a refund which was made on the same day (day of writing this response).
It is worth noting that this valued client also purchased a pair of shoes (stock) after the first pair was refunded.
It is disappointing to lose Mrs Reddy as a client and we had hoped that to resolve but we understand her position.