haha! Thanks girls ! Yeah I'm really glad that it has been resolved he way it has. No point in being nasty.My e-mail was to the point and firm but I saw no reason to be rude. I think people get their backs up when you're rude and that doesn't help anyone.
I will put pictures up MAZ, not quite sure how to do that but I'll work it out.
Ok sorry if this is dragging on, but I'm just so grateful ! I got a call from Alex from Baby Savings Co again today and she said that Love n Care were proving to be quite difficult to deal with but that she wanted to resolve this issue and make it up to me as soon as possible. Soooo, she said she sent me a photo of the Rosella Cot by Mother Care to see what I think? She said it is a new cot which they sell at $279 but that it would be at no extra cost to me and that she could have it shipped out and the crappy one picked up by Tuesday or Wednesday next week. I am so ecstatic ! I said I would have a bit of a look at the rosella cot and the details and feedback from people who have bought one and get back to her.
Well it checks out fine and I just rang her back and said that was fine and so I should have a brand new cot by mid next week.
I also sent her this e-mail....
Hello Alex,
Thank you for your promptness regarding the issue of the Sereno Cot by Love n Care. I look forward to receiving the new Rosella cot in white in the next couple of days, as per our telephone conversation , and finalizing this matter.
I'd also like to say thank you for reacting in a manner which has restored faith in me as a consumer with your business.
Sincerely
Jane
So I guess it is worth believing in yourself and speaking up when something like this happens. Thanks to you girls too, I felt really supported by your understanding and empathy with this situation.
Oh that is fantastic! It seems that because you have been so gracious despite being inconvenienced Alex is really going above-and-beyond what she has to do to satisfy a customer that she obviously feels so sorry for. That's the tricky thing when making a complaint: it's dead easy to crack it and vent your spleen at staff... that will probably get you "justice" ie in this case Alex would have seen that you got an exact replacement although it might have taken a bit longer. But it's a bit harder to complain yet let the staff know that you have nothing against them and acknowledging that to a certain extent what happened was out of their control. So because you did this Alex is extra keen to help out this very understanding customer... and she has sought to not only make sure justice is served but gone that little bit further and made sure that you have come out a bit better... well A LOT better in this case! A brand new cot of higher value but at no extra cost delivered asap! I would be thrilled too! I hope everything continues to work out well... and you know what? If after the cot arrives and you are completely happy I would go as so far as to write a letter to the manager (Alex's boss) to say how professional and understanding she was. I believe that would really motivate the company to maintain the highest standards of service... and who knows, you might have further dealings with them and be grateful for their help again. Looking forward to an update on delivery of your cot!
Ok so I got my new cot..... not totally happy with it ?? It's supposed to be a new cot but there's a scratch on one of the panels? I just got DH to get some touch up paint to paint over it because I can't be bothered sending it back and all the rigmarole so I'm just going to leave it at that...... ah well not long to go now......
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I hope everything continues to work out well... and you know what? If after the cot arrives and you are completely happy I would go as so far as to write a letter to the manager (Alex's boss) to say how professional and understanding she was. I believe that would really motivate the company to maintain the highest standards of service... and who knows, you might have further dealings with them and be grateful for their help again. Looking forward to an update on delivery of your cot!
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