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December 12, 2005
It pays to write
As most of you may know (or not), I've switched to drinking decaffeinated coffee and tea over a year ago, ever since Husband was diagnosed with his ulcer.
Several weeks ago I wrote a letter an email to Bromley Tea Company. I had purchased a large box of their tea in the local supermarket. When I opened the box, I discovered many teabags that were not completely closed, lots of loose tea in the bottom of the box, and even teabags that were somehow attached to another tea bag. So, I did what any normal person would do - bitched and complained about it for about a week. Then, I decided to send an email to the company, informing them about the item I had purchased. I wasn't in it for money or to be pissy. I just thought, as a large company, that they should know if their product has a significant problem. I received an email back from a customer service representative saying that she would pass this on to quality assurance, thank you very much. I didn't think twice about it.
Today, I opened my front door and discovered a box that must have been delivered and left on my doorstep. I opened the box and found, to my total surprise, two boxes of tea! Thank you Bromley! You now have a dedicated customer for life.
Posted by Cate at December 12, 2005 02:09 PM
Comments
lol well u certainly made out:) yay for u!
do you remember me at all? i used to have a journal back in 2002 when i was preggo and my daughter was born but then i lost my computer for along time.. but my names beth :) i have a 2 yr old and a2 month old from missouri
Posted by: beth at December 12, 2005 03:57 PM
I love it when companies make good on their products that way. Good for you. :)
Posted by: kat at December 12, 2005 09:57 PM
It's always the little things that make all the difference in customer service. It's nice to see a company getting it so right. Good for you for letting them know they had a problem - and good for them for being so proactive in closing the loop with you.
I hope other firms watch and learn.
Posted by: Carmi at December 13, 2005 12:32 AM
Yay! Free stuff!
Posted by: Melanie Lynne Hauser at December 13, 2005 09:46 AM
I remember calling some toy companies when my kids and dog were little, to find out how to get replacement parts for toy bits that the dog chewed up. They almost never charged me but just mailed out replacements right away.
Your value as a satisfied customer trumps the cost of two boxes of tea. The lesson here- COMPLAIN! It works.
Posted by: Sharon GR at December 15, 2005 01:28 PM
