Customer Service Shocker

Last Friday I ordered a printed T shirt online from www.garmentprinting.co.uk

I have encountered poor customer service before – I’m sure we all have. But have you ever seen a company willing to record such a shocking attitude towards their customer in writing?

My experience when ordering a printed T Shirt online last week surely takes the biscuit.

First an email chronology to set the scene:

11:04 – my online request for a quote is acknowledged
11:09 – confirmation that same day service can be achieved
11:38 – quote received
11:57 – order acknowledged and invoice for “Printing x 1 GD31 – Mens Polo Shirt” received
12:33 – link to approve design & artwork received
12:40 – acknowledgement of my approval received
12:54 – email received providing details of where and when to collect my order

All very good up until this point. Then things took a turn for the worse.

Enter Garment Printing’s Gavin Drake (@garmentprinting on Twitter).


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 1:12 PM
Subject: Re: Garment Printing – Visual Proof – Jon Weedon – Order Ref: GP 5262
To: Garment Printing <sales.team@garmentprinting.co.uk>

Hi there

I just noticed from the visual this is a crew neck. I’m sure I ordered a polo! Is it too late to change?

Jon

Sent from my iPhone


From: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>
Date: Fri, Jul 1, 2011 at 1:21 PM
Subject: Re: Garment Printing – Visual Proof – Jon Weedon – Order Ref: GP 5262
To: Jon Weedon

I stated that we only has the ability to do tshirts in the quote and in the emails

Thats all we can do, so sorry you missed this bit of info and yes its already gone to process and print

Sorry

Gavin Drake
Garment Printing
http://www.garmentprinting.co.uk
A “Print This Print That” Company


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 2:20 PM
Subject: Re: Garment Printing – Visual Proof – Jon Weedon – Order Ref: GP 5262
To: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>

No worries I missed that as I’m on my iPhone. All good,

Jon

Sent from my iPhone


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 2:51 PM
Subject: Re: Garment Printing – Visual Proof – Jon Weedon – Order Ref: GP 5262
To: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>

Hi Gavin

Now that I’m back at my PC I have checked all of the emails including the quote and cannot see any mention of T shirt versus Polo. Am I missing something?

Jon


From: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>
Date: Fri, Jul 1, 2011 at 2:54 PM
Subject: Re: Garment Printing – Visual Proof – Jon Weedon – Order Ref: GP 5262
To: Jon Weedon

look at original quote

Gavin Drake
Garment Printing
http://www.garmentprinting.co.uk
A “Print This Print That” Company


From: Garment Printing <sales.team@garmentprinting.co.uk>
Date: Fri, Jul 1, 2011 at 2:56 PM
Subject: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Jon Weedon

I sent you this at the very beginning before any quote

Hello Jon Weedon,

We can supply a tshirt today, printed in our Kingston Print House

Can you collect from there.

Otherwise its £20 for the top + same day delivery

Many thanks,

Garment Printing
www.garmentprinting.co.uk


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 3:38 PM
Subject: Re: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Garment Printing <sales.team@garmentprinting.co.uk>

Ah I see. Very subtle! Not exactly “I stated that we only has the ability to do tshirts in the quote and in the emails” is it?

May I suggest next time you spell it out with a bit more clarity rather than seeking to blame your customers for missing the info.

Anyway, thanks for getting this done so quickly.

Jon


From: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>
Date: Fri, Jul 1, 2011 at 3:42
Subject: Re: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Jon Weedon

OK

look at your quote.

its says £25 (black tshirt)

I think it was clear and thanks for your feedback

Gavin Drake

Garment Printing
http://www.garmentprinting.co.uk
A “Print This Print That” Company


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 4:08 PM
Subject: Re: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>

You are missing the point here.

A t shirt to most people is a generic term that could include a crew neck, V neck, polo whatever. I’m not really interested in whether you think your communication was clear – the fact that as a customer I am saying it was not clear should be all you need to concern yourself with so you can avoid future misunderstandings.

Anyway, your attitude alone is such that I will not be using your services again.

Shame because I am genuinely happy with everything else you guys have done for me today.

Regards,

Jon


From: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>
Date: Fri, Jul 1, 2011 at 4:15 PM
Subject: Re: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Jon Weedon

are you having a bad day?

Gavin Drake
Garment Printing
http://www.garmentprinting.co.uk
A “Print This Print That” Company


From: Jon Weedon
Date: Fri, Jul 1, 2011 at 5:09 PM
Subject: Re: Garment Printing – Jon Weedon – Ref: GP 5262�
To: Garment Printing – Sales Team <sales.team@garmentprinting.co.uk>

Yes actually. Got to Mark’s and the T shirt was not ready. Have to go back in half an hour. Still, no doubt that does not warrant an apology either.

All the best,

Jon


By the time I got back from my second visit to Garment Printing’s local agent I guess Gavin had gone home for the weekend as the communication ceased.

“are you having a bad day?” – can you believe that?

10 thoughts on “Customer Service Shocker

    • @mike – in a funny way, the magnitude of the inappropriateness kind of took the sting out of the situation – it was so bad, disbelief quickly turned to amusement…

    • @adam – I didn’t want to make a fuss before the order was completed as I needed the shirt for a party that night. I suspect if I had lost it earlier in the day I’d have had to go to the Black Eyed Peas themed party as a ageing hippy…

    • @Oli I was very happy with the T-shirt – just what I had ordered (apart from the fact it was a crew neck and not a polo). Hard to misspell “Boom Boom Pow” 😉

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