Laithwaites wine-fantastic customer service

swordfish

I know I've mentioned how good they are before, but they just suprised me.

A couple of months ago, I bought some wine off them that unfortunately was out of stock. They agreed to send me a much more expensive case of wine at no extra charge. They told me it was down to a problem with a new warehouse.

Today, about 2-3 months later, they've sent me a voucher for £20 and a letter explaining what the problem was. They had already explained this to me on the phone, and I thought the dearer wine was plenty in compensation anyway.
The voucher can be used on anything, not just the "£20 off if you buy a case of 12" type of voucher. It can be used with all other offers, so is essentially like a credit note.

Very, very impressed.
I just wish others would see this sort of service pays. When Tesco broke a bottle upon delivery, it took me threatening to take them to small claims court just to get the cost of that single bottle back. I've never used them since.

Good on yer Laithwaites.

Maid_of_Kent_3

I got a £20 voucher too. I don't recall having any specific problems with them. I think one case took a week for delivery rather than 3 days but I didn't complain.

Reading the letter that came with the voucher, I reckon they have sent a voucher to all their customers because they have been embarassed that their new warehouse has not responded as well as they had hoped.

But, whatever the reason, I join Swordfish in commending Laithwaites.