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I just want everyone to know: Lakeland Plastics...
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carolinosourus
Posts: 1,048 Forumite
... are amazing.
I placed an order last Saturday online, I was expecting it to arrive this week sometime, however it still hasn't. We're moving on Monday and in the order were those vac-sac bag things for all the duvets, pillows etc etc. I kept calling as they hadn't arrived by Thursday and I was assured that they should be with us by Friday. They weren't. I checked the order status this morning and it was showing "calling card left". I was like, what? We had them delivered to BF's work address and their building is staffed until at least 9pm at night so I was sure that couldn't be right.
I called them this morning at about 9am and spoke to a lovely chap who assured me that he would do all he could. I even said that I could go and pick them up from somewhere! I got a phone call back saying that he had arranged for a taxi to go to the Brent Cross store (our nearest), to pick up the bags, to then bring them to our flat!!!! :j(and I don't have to pay for the taxi)
What incredible customer service is that????
Sorry, I'm still in a bit of shock! (I'll be writing to them to let them know how amazing they are)
In conclusion, I would rather pay slightly more for goods that you may be able to get slightly cheaper somewhere else because you gain amazing customer service... As my dad says, for some things it's about value rather than cost!
Caroline
I placed an order last Saturday online, I was expecting it to arrive this week sometime, however it still hasn't. We're moving on Monday and in the order were those vac-sac bag things for all the duvets, pillows etc etc. I kept calling as they hadn't arrived by Thursday and I was assured that they should be with us by Friday. They weren't. I checked the order status this morning and it was showing "calling card left". I was like, what? We had them delivered to BF's work address and their building is staffed until at least 9pm at night so I was sure that couldn't be right.
I called them this morning at about 9am and spoke to a lovely chap who assured me that he would do all he could. I even said that I could go and pick them up from somewhere! I got a phone call back saying that he had arranged for a taxi to go to the Brent Cross store (our nearest), to pick up the bags, to then bring them to our flat!!!! :j(and I don't have to pay for the taxi)
What incredible customer service is that????
Sorry, I'm still in a bit of shock! (I'll be writing to them to let them know how amazing they are)
In conclusion, I would rather pay slightly more for goods that you may be able to get slightly cheaper somewhere else because you gain amazing customer service... As my dad says, for some things it's about value rather than cost!
Caroline
**Thanks to everyone on here for hints, tips and advice!**:Dlostinrates wrote: »MSEers are often quicker than google
"Freedom is the right to tell people what they don't want to hear" - G. Orwell
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Comments
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carolinosourus wrote: »... are amazing.
I placed an order last Saturday online, I was expecting it to arrive this week sometime, however it still hasn't. We're moving on Monday and in the order were those vac-sac bag things for all the duvets, pillows etc etc. I kept calling as they hadn't arrived by Thursday and I was assured that they should be with us by Friday. They weren't. I checked the order status this morning and it was showing "calling card left". I was like, what? We had them delivered to BF's work address and their building is staffed until at least 9pm at night so I was sure that couldn't be right.
I called them this morning at about 9am and spoke to a lovely chap who assured me that he would do all he could. I even said that I could go and pick them up from somewhere! I got a phone call back saying that he had arranged for a taxi to go to the Brent Cross store (our nearest), to pick up the bags, to then bring them to our flat!!!! :j(and I don't have to pay for the taxi)
What incredible customer service is that????
Sorry, I'm still in a bit of shock! (I'll be writing to them to let them know how amazing they are)
In conclusion, I would rather pay slightly more for goods that you may be able to get slightly cheaper somewhere else because you gain amazing customer service... As my dad says, for some things it's about value rather than cost!
Caroline
I have also found Lakeland to be very, very good (although not to the extent that you have).0 -
I've shopped with Lakeland for over 25 years (they just sold plastic bags then) and can honestly say they have always excelled in their customer services department.
They never fail to put things right to the customer's satisfaction.0 -
MRSTITTLEMOUSE wrote: »I've shopped with Lakeland for over 25 years (they just sold plastic bags then) and can honestly say they have always excelled in their customer services department.
They never fail to put things right to the customer's satisfaction.
Me too! They really do set a fantastic example of how to do things right!0 -
That is impressive but they didn't deliver them when they were supposed to and they clearly messed up by saying a calling card had been left.0
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Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].:rudolf: Sheep, pigs, hens and bees on our Teesdale smallholding :rudolf:0
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wow, what a good recommendation! Especially the bit about the taxi - I'm sure there aren't many others who would do that.thriftlady wrote: »That is impressive but they didn't deliver them when they were supposed to and they clearly messed up by saying a calling card had been left.
having never had anything delivered from Lakeland, I'm not sure how delivery works. It may have been a problem with one of their contracted delivery companies. I've had similar issues in the past with calling cards having been left because the delivery driver was too lazy/running too late to bother ringing the doorbell.0 -
thriftlady wrote: »That is impressive but they didn't deliver them when they were supposed to and they clearly messed up by saying a calling card had been left.
Everybody makes mistakes at times, human interaction means that this is inevitable. A reasonable customer will accept this and give the organisation a chance to remedy the situation.
The true test of an organisation's customer service ethos is when things go wrong, and in this case, Lakeland have definitely come out on top.Gone ... or have I?0 -
Given there is a postal strike post will inevitable be late unfortunately.
That said as dmg24 has said a true measure of customer service is how they rectify a problem, in this case I think they did extremely well
I have heard good things about this company in the past.
Also bare in mind it's relatively rare for customers to give companies credit when things are great or been put right so you often get a distorted one sided view of companies on the many review sites/forums0 -
It didn't come via Royal Mail, it was from a courier which is why they were so helpful, I called on Wednesday and they told me it was with the courier, so really it was a problem with the courier they use, despite that Lakeland sorted it!**Thanks to everyone on here for hints, tips and advice!**:D
lostinrates wrote: »MSEers are often quicker than google
"Freedom is the right to tell people what they don't want to hear" - G. Orwell0 -
Wonderful company, if only they'd open a branch locally
Eat food. Not too much. Mostly plants - Michael Pollan
48 down, 22 to go
Low carb, low oxalate Primal + dairy
From size 24 to 16 and now stuck...0
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