My usual go to stationer did not have the one I wanted in stock, hence I tried Coleman , after reading reviews.
The transaction online was smooth and efficient, but the next working day cost of delivery, I thought was a bit expensive, as it was just two pounds less than the cost of the diary and took the total cost to, forty two pounds. I am not a cheapskate, its a work colleague ! Come on…
Anyway, I wanted the service, I do live in the North of Scotland and figured, you get what you pay for. This was Sunday and the package should have been next working day, obviously if ordered on a working day and so I figured Tuesday, which would be great as my colleague leaves Wednesday.
The parcel never arrived and I contacted Coleman via their online form, to explain and asked for a refund of some of the postage cost, as clearly I wasn't getting the parcel next working day.
This is their reply:
Thank you for your email, I am so sorry about this. We shipped this out on Monday so it should have been with you on Tuesday. I have just escalated it with Fedex and they are looking into it as it is still at their depot in inverness. We will, of course, refund you the total shipping charge. You will not be charged anything for shipping as this is not acceptable.
When I hear back from Fedex I will update you.
Please accept my sincerest apology.
I think that this goes above and beyond what I asked for and is excellent customer service and demonstrates to me, that they value their customers.
They responded in a timeous fashion, exceeded my expectations, explained that they would monitor the situation and feedback to me and I have just checked and they have refunded the postage, as they said they would. Really, what more could one ask?
Unfortunately, due to no fault of Coleman, the parcel is still not here, but in a FedEx depot in Inverness. And it turns out, my work colleague is hanging on till the end of the week, No not for her diary!!! But to help out and finish a few things.
So thank you Coleman, thank you Joey for addressing and resolving my concerns, and I can assure you, I will be back for my inks, paper and anything else I think you may have that I need.
Mr K Todd