Since the company, Book Depository, is based in United Kingdom so we had no means to resolve the complaint due to cross-border complexities. Though it is a good sign that consumers in other countries have started using and trusting our platform Voxya to resolve their complaints but due to limited resources, we would like to stick to resolving Indian consumer complaints only at this time. I hope it is in the interest of our platform initially. Later, if we have enough resources, we would love to help the consumers from other countries too.
Anyways, we immediately contacted the customer via email and told him that our platform is only available to the Indian consumers as of now. But as we love to help consumers so inspite of our limitations, we tried to contact Book Depository via email and sent customer’s complaint. Once again we are grateful to the customer that he found our platform worthy to submit his complaint. Though supporting consumer complaints from other countries is still not in our plan but who knows we may soon start our operations in other countries too. Keep posting your consumer complaints at voxya.com to keep us motivated!
We are happy to state that we have got one more success story to share. We have resolved Pepperfry consumer complaint within two days time. Last week a consumer, Amandeep Singh filed a complaint against Pepperfry – a famous online furniture store. The store was listing a bed with some misleading description about the storage space. Believing this misleading description, Mr. Singh ordered the bed at the online store and paid Rs.37173. Later he came to know that the bed does not have any storage inside the bed. He contacted Pepperfry support but they refused to cancel his order or refund his money saying that storage actually means he can use plank under the bed for storing things. This was simply unacceptable to the customer as storing under the bed can not be treated as in-built feature of the bed.
Finding no other alternate, he posted his complaint at Voxya.com – a platform to resolve consumer complaints quickly. We investigated the matter and found that customers complaint was genuine. The product page at Pepperfry has very misleading title showing the bed has a storage.
On receiving the Pepperfry consumer complaint, we at Voxya. started a social media campaign and tried to contact Pepperfry. We also requested customer to share his complaint via social media. Immediately within just one days time, the customer received a call from Pepperfry’s CEO office and they canceled the order and refunded the money to the customer. So, we have resolved another consumer complaint at our platform! It is really nice that Pepperfry took immediate action on the matter and resolved the complaint quickly. We received a thank you email from the consumer and we feel happy that we were able to help 🙂
If you are a company or brand, you should admit that mistakes happen. You might be 99% perfect but still that 1% figure leaves enough space for lot of unhappy customers. So, resolving consumer complaints are important to succeed in business.
When you get a consumer complaint, you can either lose an angry customer or choose to hear him patiently, and get a brand advocate for life. Actually the companies should regard customer complaint as an opportunity. If an annoyed customer is successfully pacified then there are chances of building trust and long-term relationship with him.
It is not necessary that companies should invest a lot for resolving consumer complaints. Even very simple steps can make huge difference. Lets see how companies and brands can easily resolve consumer complaints:
1. When an upset customer tells his story, the companies needs to hear him with all ears. Anger can recede rapidly if someone listens to a customer’s grievance.
2. Empathize with the customer. Brands should understand the emotions of the customers, and let him know that his pain (grievance) is genuine.
3. Apologize sincerely. Customer does not always need compensation, instead they want an apology from someone who has authority in the company.
4. Act quickly to resolve the issue. The companies should allow their customer service teams to offer discounts, compensation and gifts etc to convert the unhappy customer into satisfied advocate.
5. Cure the problem. For becoming successful business, it is important to find out the real reason why that mistake occurred. Any faulty process should be removed or modified so that mistakes should not get repeated.
Finally, it may seem easier to let an angry customer go and focus on new customers. But successful businesses know the power of customer satisfaction to achieve better customer retention.