In Praise of The Real Food Company - Doing The Right Thing
1.
Dear Real Food Company,
My order was delivered today by a member of The Royal Mail team. He did not force the package through our letterbox but instead placed it in my hand. I opened the package only to find this:-
All of the contents of the tub were now in the plastic bag. Somehow the tub had been squashed open. Whether this happened at your end or in transit, I have no idea.
I took the little tub out of the plastic bag and tried to rescue the contents after reshaping the container but no matter what I did, I could not repair the crushed cardboard base in a way that made the tub leak-free again. Of course, I could use sellotape or sticky labels but that is not the point. Naturally, I expected to receive the tub in tip-top condition.
I have no idea what your policy is when you receive legitimate complaints like this one but I trust that you will do the right thing.
I am very disappointed. Spending a total of £9.24 inclusive of P&P was a large outlay for this product and I was not expecting such a problem.
Yours truly,
Yorkshire Pudding
2.
Dear Yorkshire Pudding,
Your order has been refunded
Total amount refunded: £9.24 GBP. It may take up to 10 days for this refund to appear in your account.
We apologise most sincerely for this issue and for the inconvenience it has caused you but we hope that you will shop with us again in the future.
The Real Food Company
You will very likely deal with this company again as a result of how they treated you
ReplyDeleteAnd, will you?
ReplyDeletePossibly it was opened by Customs in case the contents were some kind of powdered drug. But there was no need to squash in the base, all they had to do was have a sniffer dog smell the package and turn away, indicating nothing wrong there. (If the dog sits, that means there is drug content.) Do you have a clean glass jar with screwtop lid to now put the powder into?
ReplyDeleteP.S. what is it anyway?
ReplyDeleteBetter packaging is needed for shipping. Perhaps the contents are still good, they just need to be transferred to another container.
ReplyDeleteAs it should be.
ReplyDeleteThat's how you stay in business and create loyal clientele!
Very decent of them.
ReplyDeleteThat could be considered a good result but what you really want is the product in good condition.
ReplyDeleteI had a very good experience with Lakeland. I ordered a ceramic cake stand which arrived in perfect condition except that it was faulty - it was wonky. This was only a few days before Christmas so I phoned Lakeland and had the best customer service conversation I had ever had. The lady said she would refund my payment but to keep the item anyway. When I said that what I really wanted was a perfect cake stand for Christmas she said she would do her best and a brand new one arrived two days later on Christmas Eve. I took the wonky one straight to the charity shop where they were very glad to receive it and in fact it was labelled and sold by the time I got out of the door!
Hats off to Lakeland for great service. If only all companies were as good as them.
Are you sure that's real food?
ReplyDeleteWell done The Real Food Company.
ReplyDeleteI'm reading a book right now which is set in Sheffield, Glossop Road to be precise. It's called "Midnight Train" by Matt Haig. It's not my favorite book of his, but it'll do:)
I'm surprised they didn't send a free replacement as well as refunding you. Poor customer relations.
ReplyDeleteInadequate packaging! But at least you got your money back. Remind us again what you were buying? It looks like ashes.
ReplyDeleteSea salt with herbs would be my guess
DeleteWhat "real food" is that supposed to be?
ReplyDeleteI'm glad the gave you a refund.
Free powder?
ReplyDelete