Like many companies selling directly to consumers, we offer easily accessible and useable product information, shipping information and pricing combined with timely email notifications at each step. Our company rule is to treat the customer the way we would like to be treated.
Occasionally, we have problems with parts of our system which frustrate customers as they would frustrate anybody and we do our best to solve the problem while keeping in mind what the customer really wants, which is not excuses, but a sincere apology, an explanation of the problem and assurance that the problem has been resolved.
We thought that the email dialogue below, apart from making us feel like we are doing something right, would nicely summarize our approach
Email from Customer;
Comments: Hi. I would like to know why my order is “on hold”? What does that mean? I ordered the nativity pieces with the understanding they would be shipped within 1 business day. It took me over a week to get the shipping calculator to operate correctly, so I could order the items. It kept saying “retrieving quotes”. I quit trying after a hour of waiting for it to retrieve a quote after each time. I finally had success with it on Monday. Thank you.
Our apologies for our poor communication, both for not replying to your email and for the difficulties you had with the shipping prices and then the HOLD. The later is an internal designation which says your order has been tagged for immediate shipping. It’s not something we intended for you to see. The late reply and shipping problems were mail server and software problems which have been corrected.We hope your order arrived in good time and in good condition.Thank you for shopping at Christmas Night.And the Customer’s reaction;Thanks so much for your reply. My items did arrive in a timely fashion and in good condition. Last year I bought the Holy Family pieces from another website but I found your website last spring and enjoy the fact that it is a website where complete nativity collections are sold, as a set and as individual pieces.I just wanted to make you aware of the issues I was having with your website. I figured it was probably a website server issue, since I tried on 3 computers and my smartphone over a week.
The pieces are beautiful and it was worth the initial frustration.I plan to order other pieces for the Joseph Studios 40-inch nativity. Next year I plan to order the angel and shepherd, which requires special shipping quotes, so I am sure we will be in contact with one another again. I then will order the 3 wise men and camel the following year.Thanks again for your apologies and explanations. Excellent customer service.RegardsCustomer service doesn’t finish when the product is delivered!