PARIS

You’ve got to love it

A hilarious thing just happened to me. It started like this: The front wheel of my Bugaboo buggy broke, so I had to source another one, no big deal there. I went to my local DPAM shop to order one, thinking it would be a simple thing, but I could not have been more wrong. I came across the rudest shop assistant I’ve had for a long time, who basically told me that there was no way she could order a wheel for me and that it was a ridiculous thing to ask for. Her colleague standing behind her actually recognized me and was trying to tell this girl what a good customer I was, but she could not have cared less.

As you can imagine, I was livid and for the first time in a long while I was so angry that I took affirmative action: I sent a complaint email to Bugaboo. Within an hour I received a phone call from the Dutch headquarters apologising for the behaviour of the sales woman, and then…. here comes the part I love: They gave me the telephone number of an online shop called Cmonpremier who also distributes Bugaboo paraphernalia and told me to call them. Why? Not because they could guarantee to deliver within 24 hours and not because they could guarantee to undercut everyone in prince, no, but because they could guarantee that they would be nice to me. That’s right — a guarantee of niceness. I love it.

For many of you, especially those living in America where good customer service is standard, it may be difficult to understand… But in this country, where the idea of a customer being treated like a king disappeared when the real king got his head cut off,  if someone guarantees me niceness, I will willingly buy from them!

I called the shop and they could not have been more professional and nice. It is still going to take about 1 month to get a simple buggy wheel sent over from Holland (I should have actually just asked Esther to send it to me), but I almost don’t care. The wait is worth being treated like a valued customer!

– Emilie


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Comments (11)

Esther
October 8, 2008

Sounds amazing.
Yes, dear American friends – don’t take good customer service for granted!
In Europe it’s hard to find!
(I’m glad the Dutch part of this story at least was decent!)


October 8, 2008

Ahhh yes. Lovely European customer service!
I know the Americans can sometimes be over-the-top nice, but at least you feel like the customer is king! 🙂
xx


Steph
October 9, 2008

I’m still deciding what to do about a mixer that was bought for me a couple of months back. The enamel started chipping off the blade and the company told us to send the whole thing back. Now they are trying to charge us 145 euros to fix it and if we don’t want it to be fixed they are still going to charge us 45 euros to send it back!! By the way a new blade on the Kenwood site is only 12 pounds. But besides that it is only 3 months old!!
So never buy anything from http://www.modern.nl
I just don’t know what to do.


Emilie
October 9, 2008

BTW the webshop Cmonpremier called me today to tell me that they had received my wheel and that they were going to send it out today so I would be receiving it on Monday. Maybe this is normal in other countries, but to actually have a company call you to offer up information like that is unheard of over here. Made me want to send the nice lady on the other end of the phone a bunch of flowers!


October 9, 2008

Funny- I had the same experience with DPAM a few years ago- I had a broken handle on my Maclaren Quest, and the Maclaren website said to head to ANY Maclaren distributor and they would send back my stroller to Maclaren to repaired. I was met with scowls by the DPAM staff, who took my name to talk to the manager, and never called back like she promised.


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adriani
October 9, 2008

Well, our equivalent DPAM in Geneva – Switzerland is called Berceau d’Or. Unfortunately, my complaint email to Bugaboo never received a response… Will definitely try cmonpremier next time, thanks for the tip!


Brooke
October 9, 2008

Baby gear shopping trauma abounds. Our little girl (eight weeks old and so lovely) has been sleeping in her bugaboo bassinet because we ordered her cot a few months before she was born from twoleftfeet.com. Seventh. Ring. Of. Internet. Shopping. Hell. They keep telling us one more week…after 45 minutes on the phone every time. Now we’re trying to get our cash back. Just thought I’d share.


October 10, 2008

Emilie, give me a call – we sell Bugaboo and i have one in stock! which i can deliver to you today in less than 2 hours!
take care
marie


Courtney
October 10, 2008

Oh my gosh, Brooke!!!
NEVER ever ever buy anything from twoleftfeet!!!!
(I’m not usually so negative or so assertive, but they are so terrible). I think they’re a scam of a company. I’ve never actually received anything I’ve ever ordered from them, and yet my credit card still managed to be charged!! (And it took months to reverse those charges!) They’re customer service is worse than I’ve ever seen.

And if you think MY experience is bad with them- you should ask Esther!!!!!


Emilie
October 10, 2008

I know Marie, I so should have called you guys directly, I only thought of that after ordering the wheel of this other website. But hopefully the famous wheel should be here on Monday….


Esther
October 10, 2008

I can not hear the name Two Left Feet without getting all wound up again. They are a nightmare. NIGHTMARE!!!

To world:

NEVER EVER ORDER ANYTHING FROM TWO LEFT FEET BECAUSE THEY DO NOT DELIVER BUT STILL CHARGE YOUR CARD AND ARE IMPOSSIBLE TO GET A HOLD OF!!

To make a long story short: They charged my credit card for over 400 pounds, didn’t deliver the goods (although the website promised they would be in stock!) and it took me over 6 months to get my money back.

There you go. Now I’m all angry again.


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