Baby suppliers - moans & praise (Part 1)
Baby products are big business, so shouldn’t companies who sell baby products be geared up for excellent customer service in order to win repeat business? So far we can’t fault a number of stores, but then there’s others, large and small, that need to learn a thing or two about customer service.
So who are the winners and losers in our world?
As one of the winners is on the back of a loser, I’ll go for the losers first. No doubt there will be many more along the way, hence this is “Part 1”.
Boots
That monolithic chain came in pretty badly recently. As one of the UK’s leading retailers specialising in all things human you’d expect good service here, right?
They are a leading baby product manufacturer and retailer. They have pharmacists in most stores. They have advice desks in most stores. So The Fat Lady needed some insect repellent for a recent holiday, obviously needing a pregnancy-friendly product. So Boots had a product, differently packaged but essentially the same. One not to be used, the other not stating. So off we go to the advice counter. Now to be fair, the girl we spoke to didn’t know, so went to speak to the pharmacist who was dealing with another customer but was specifically asked to see us. Now, she passed us twice to go onto the shop floor, then stared serving customers who joined the queue well after us. So we walked, and got superb advice from the pharmacist in Sainsbury’s.
All the clues were there: Pregnant lady needs help. Right, so that should send out a message - bend over backwards for her, and we’ve got all her product sales for life. Well, their loss as it transpires. And the comments from Head Office were pretty poor – it’s not procedure that needs checking it’s the individual pharmacist that needs a flea in her ear.
Baby Days Direct
After some research we decided on a particular car seat for Ripley, compatible with the cars we have, nice and safe, utilising the ISOFIX fixings. Query made by phone, I asked if I could place an order, asked firmly to do it via the website. This was mid June, with one item showing as available mid-late June. Heard nothing, chased by email, ignored, fobbed off on the phone this morning with “will pass this to the office to update you”. Similar to Boots, they have a good range of baby products available. So far no feedback a month after the order was placed, so the order has been cancelled – IF they respond to the cancellation notice (credit card company contacted to stop the charge too, just in case). Again, won’t bother with them in future.
UPDATE: As I write this post I got a phone call, despatch will be today. Oh no it won’t….
And now, the winners…
Glasgow Pram Centre
Rang to check availability of the car seat, given it is a new product I do realise supplies can be restricted. Sure, in stock. Can I order? Their first question – have you tried it in your car? Well, no I haven’t, but the Maxi-Cosi website gives it the green tick for both cars. So there’s a 20% deposit, free delivery but they are holding it in store for us as we want to go and have another scout around the place. And the girl I spoke to first dealt with the whole transaction, none of that “I’ll ask the office” malarkey. Business gained on the back of Baby Days failing miserably.
Early Learning Centre
This place is just heaven. If was religious I’d be thanking God for its very existence. I haven’t found a product in there I would not buy. So we’ve bought a paddling pool for a friend’s little ‘un (we’re going to get killed for it, it’s huge…) and even though it was 10 minutes before closing on a Sunday evening the girl behind the till was as lively and friendly as someone who’s just started a shift. I’m so going to face bankruptcy because of the ELC.
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