Transforming a bad situation into a good one
Last update:
TLDR:
Werkjefit has outstanding customer support. This is the perfect example of how a company should treat their customers and transform a bad situation into a good one. I am more than happy with the product and the experience. Read the full review.
note: for data protection purpose I will name the person who worked on my order John
Date: 11th of July 22,
I ordered (paid) a chair on the 29th of June 2022 and today is 11th of July 2022. The order status hasn't changed. I tried to contact them by email on 5th of July, but there was no response. I've called twice after that, again without response. This creates a lot of stress for me and I do not recommend ordering without contacting them first (somehow) or paying after the delivery.
Date: 12th of July 22,
After a colleague of mine found another email and told them about the situation they replied to my emails immediately and the chair was shipped (immediately). I suppose I messaged them to an outdated email (which I found on their website). John, who handled the order made sure that the chair is shipped the same day and informed me when exactly that happened. He told me that the order didn't show properly in their systems and that they will fix this. Looking forward to receiving the chair.
Date: 14th of July 22,
I received the chair in a big box with only two parts for assembly - the seat and the backrest. There was a tool inside and the assembly process took less than 2 minutes. The quality of the chair is perfect. John wanted to make sure that I received the chair in timely manner with the expected quality, so he asked me to keep him posted. This is something that I value a lot.
Date: 18th of July 22,
After the weekend and some intensive usage I was ready to rate the chair. John also emailed me for a feedback. As I said above the chair is in perfect condition and very very comfortable. For my surprise, I received a cake as an apology for the inconvenience. This was unexpected and really nice from John! Thank you once again!
I emailed him that I expected a different armrest mechanism and he was ready to swap it the same week. I was going on vacation that time so I postponed it for August.
Date: 1st of August 22,
As I told John that I'm back on the 1st of August, he emailed me first thing in the morning. This showed me how much he values his customers! We arranged a swap for the 2nd of August.
Date: 2nd of August 22,
In a convenient date and hour for me I received another chair with the expected armrest mechanism. This is the perfect example of how you can transform a bad experience into a really good one.
Thank you very much Werkjefit and especially John! :)