Incorrect pair of shoes delivered

Last week I, for the first time, placed an order for a black pair of sandals and a nude pair of open back heels at Shoebox online. On Monday 15/01/2024 my parcel was delivered. I opened the first box and tried on the sandals, they fitted me well and they are beautiful. Then opened the second box, only to find nude flat closed shoes with studs all over. I was livid.

Immediately I called customer service, Nikita promptly answered my call. I started shouting while explaining what had happened, literally taking out my frustration at her. She calmed me down, asked for my details so she could access my order and assist me, then she promised to send me the correct pair of heels by latest Wednesday the 17th. This was confirmed to me by emails from her.

To my surprise my beautiful pair of heels was delivered just after 12:00 on Tuesday the 16th. This was beyond my expectations. A big thank you to Nikita who takes blows from customers for other people's mistakes but does so with dignity and humility. She understands the importance of customer service and customer experience. She managed to convert me to a Shoebox customer and I'll encourage my friends and family to buy from this company. She is a Gem.

Mistakes do happen at times, what counts the most is to ensure swift resolution, precisely as shoebox did. Keep up the good work Nikita.