Dear Gillian - I think both of us have portrayed the situation accurately, all that differs is our perspective. From your point of view, human error resulted in a misprint which you attended to as quickly as you felt you could. From my point of view, something I need urgently, for a business trip hundreds of miles away was supplied incorrectly; I had no way of speaking to anyone at your end because you're no longer accepting calls from the line you advertise (and I did not receive the impression it was temporary); that's not great. It wasn't possible to post the labels to my destination as there is literally no way of accepting post there. So what it means in real terms to me, is time, hassle and money. Because your company failed to deliver the product I had ordered correctly, I now have to post my bedlinen to the housekeeper in Devon. It is expensive and heavy, so it will cost a lot. Obviously as previously mentioned, nobody lives on site and post cannot be accepted, so the linen will have to go to the housekeeper's home and she will charge me her minimum fee of £30, to drive it back to the linen store at the place where I was on Saturday, and where I will not be again until July. And I shall do all of that today, because I have new guests coming in on Saturday, and I don't intend to keep MY customers waiting. So, yes human beings make mistakes (though in this case I struggle to understand how), and clearly 9 times out of 10 you get it right... but it's how you put things right when things go wrong that demonstrates a company's customer service. I was asked to rate my experience on this occasion and I can only be honest and say I found it frustrating and disappointing. For the record, my phone number does receive incoming calls, if anyone actually cared about customer service, they could have phoned me. As it is, I have now spent enough of my life complaining about these labels. Since they have now arrived (thank you) I am going to use them. In closing I would urge you, as I did in my original email, to re-open a phone line for your customers' benefit. I remain convinced that more problems can be solved amicably if people actually talk to each other. Kind regards, Victoria Denton.
