Tolles Produkt - Schlechter Service!
Keine Bestätigung, lange Lieferzeit - Für ein Onlinhandel nicht ausgestattet. Schönes Produkt aber ein schlechter Service.
Antwort von Caulaincourt
Dear Mister SCHMETZER
I would like to introduce myself as Caulaincourt’s founder.
I want to appologyze if you felt that the service was not good enough.
I thank you for taking time to share your opinion on Trust Pilot.
Nevertheless, I would like to understand your post better.
Satifaction is about quality – product, AND service, we do agree.
#1 Regarding the product.
You say the product satisfies you.
Trustpilot is very powerfull and we think giving 1/5 star is a bit "hard" if you are happy with the product.
Moreover, very few people speak or read Dutch so most of Truspilot audience will note understand your words, they will focus on the note (1/5), and understand that product AND service were very bad.
As you can see, we have a huge majority of 5/5 stars note, which we beleive show that people are mainly happy with their experience at Caulaincourt online.
Giving a 1/5 is breaking that dynamics.
#2 regarding the service.
I guess we have two subjects here :
First : perhaps we have a misunderstood regarding our product.
Each pair of shoe, is hand patinated. One by one.
Perhaps that you did not understand this clearly when you ordered.
This is a hand made artwork, and it is normal that it takes a few weeks to make don’t you think ?
The fact that our shoes are hand patinated is explained in our product cart, brand history and general terms and conditions.
Second : everyday we do our best to answer any questions customer may have.
You have received :
12/09/20 one mail explaining that we have received your order.
14/09/20 one mail explaining that we have validated your order AND explaining that you would be delivered within 20 working days.
You have sent us an email to get some news on 22/09/20 and we have answered it on 23/09/20.
We realy do not understand why you felt that the service was not good enough.
Perhaps there is something we did not understand ?
Perhaps you did not receive our emails ?
If I was thinking your note was fair (sometimes problems happen, even if we work hard every day to ensure customer satisfaction) I would never have asked this to you. Getting a 4,8/5 goblal rate is the result of a huge amount of work and effort. My team and I were thinking that your 1/5 note is breaking this, despite of your product satisfaction so I decided to get back to you personaly to explain our situation here.
I would be very grateful.
Thank you very much for considering my demand.
Best regards.