Wednesday, October 27, 2010

[more] good after-sales service

In an earlier entry I mentioned that I had ordered something from Orvis. Well, this blog is mainly full of examples of bad practice, but Orvis deserve a mention for their after-sales service.

I placed the order at 8.53 pm on Tuesday 19th of October. Although I was on their UK site, the jacket was dispatched from America. It arrived at my house on the morning of Tuesday 26th of October. That's less than a week - including a weekend, and the shipping cost was only £4.95!

It doesn't end there, however. And before I go further, I should add that the product was - to me - expensive [though perhaps no so much for others] and so my service expectation was high. But no matter how high it was - it was matched and more.

First was the packaging. A robust cardboard box. Upon opening it up I find a 'suit holder' containing the jacket - which came complete with a nice and wide, wooden coat hanger. The jacket itself was as described [though I had tried on a similar one in Orvis's Harrogate branch].

Then there's the letter that was enclosed [see images at the end of this entry]. OK, so by UK standards, the wording is a bit syrupy, but hey ... that's better than too formal. Best of all is the facility for returning the jacket if I had need to do so. Free return shipping, pre-printed address label, a dedicated UK phone line and email address and an online live chat feature available from 11am to midnight. If I had got ordered the wrong size, a replacement would be sent shipping free.

I've been in business long enough to appreciate that I have paid for all of this service within the price of the jacket, but hey ho; it's a quality jacket and a competitive price - as I have said many times, price isn't everything.

BTW - still no sign of the £10 discount :)

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