The story of a mistake
Posted on 22. Jul, 2010 by Marina in Yuppiechef Diary
Have you heard of HelloPeter.com? It’s an online forum created by Peter Cheales where consumers can speak up about service received.
Complaints or compliments can be logged for free, and the business in question gets a window period in which to respond.
Until recently, we’ve had a pretty good track record on HelloPeter.com:
But on Monday evening we got a google alert that a complaint had been logged. We were gutted:
“I recently bought an item from Yuppiechef online. Of course it is prepaid. The online purchaser’s nightmare was realized when I opened the package – the item had been substituted by a cheaper one but all the documentation referred to the one I had ordered.. My attempt to contact the store has was stonewalled. A rip off of note, a lesson learned.”
Ouch.
In a nutshell, we packed the wrong item by mistake – a ‘cheaper’ version of what was ordered. To make matters worse, due to a communication glitch it appeared that we were not interested in rectifying the situation.
When the customer received the wrong item, he sent an email to support@yuppiechef.com. We wrote back a few hours later asking him if he’d like a refund or replacement but he never got our response. Due to an incorrect setting it only displayed internally and he couldn’t view it. Communication fail.
To the customer it seemed like we didn’t care, and he was understandably frustrated. We only realised what had gone down when he posted his comment on HelloPeter.com.
We called as soon as we could the next morning, took full blame and offered to send him the correct item as well as fully refund him for the inconvenience. Also, we tied up the two Yuppiechef staff member responsible and made them eat raw tuna and raisins. Jokes. They’re awesome. We employ humans at Yuppiechef, and mistakes happen.
The customer had a full refund in his account within 24 hours and is happy with how we responded. An upside is that we are now an active company on HelloPeter.com (you have to open a paid-for account to respond to customers).
If you have any problems with an order, feel free to:
- call us on 0861 YUPPIE
- chat to us on our live online support service for immediate feedback or
- post a compliment/complaint on HelloPeter.com.
If we slip up, let us know. We’ll be right onto it and it will really help us improve what we do.
And there you have it, the story of a mistake.
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