Rather a long time ago, in fact around this time about a year ago I bought a fabulous Markus Lupfer t-shirt embellished with the word ‘Wild’ in chiffon across the front. You might remember me showing you at the time. Well as things happen I had put the t-shirt away in my wardrobe and had not gotten around to wearing it, I know shameful. So I decided I had better stop saving it for a ‘special occasion’ that was never going to happen and pulled it on for an unexciting venture to the Supermarket. I didn’t even get to take an outfit photo for you it was that uneventful.
After wearing it I gently hand washed as per the instructions only, to my horror, to see the colour start running from the black trim!! I let it dry and double check the directions, nope I did follow them exactly so I tried washing it again. Nope the colour had ran and was not retreating. As I had bought it so long ago I didn’t have the receipt and I knew Selfridges would need it to prove that was where I bought it, as ML have quite a few stockists. So I thought I would contact ML directly, I sent off an email explaining what had happened and to be honest expected to be fobbed off or have my email go unreplied to at all. Not that I expected bad customer service from ML solely because I had bought it so long ago.
To my surprise I recieved an email back that very day, explaining that a faulty batch of non-colourfast t-shirts had been sent to Selfridges. Once the problem was realised they were all recalled and replaced, I must have gotten a faulty one before the recall. They didn’t have any of my exact t-shirt left but offered me a choice of their latest range. My new t-shirt was sent out right away and I received it the next day.
So I just wanted to say a huge thank you to Emma at Markus Lupfer for helping me and that Markus Lupfer is a brand that really cares about its customers – something which is rare these days! I can’t wait to wear my ‘Saintly’ new tee and I will remain a fan of the brand for many years to come.
Pearl
That’s fantastic! A rare brand indeed for caring. Shame it’s too cold for you to wear it now. In the East it’s long sleeve tee + chunky knit weather although there is rain, it’s just so mild!
How fab! Having worked in fashion retail for 17 years, it’s always great to hear recognition for the good’uns!!
It is so heartening to read of things like this! I don’t why we have such a wariness of ‘Customer Services’, but I guess that’s because it is envariably bad!
I had a brilliant lass, Teresa I think, from TKMaxx, when the online garment I bought bore no resmblance size-wise to its’ labelling. I knew I could get a refund, but not for the postage; but I was more concerned that there is no point giving a size chart if it’s not right! She was geat and DID refund my postage too!
But on the other side of the coin…working in Debenhams for my sins (!)…my God, the lies and cheek of some customers really make you despair. And when I returned a faulty blender to Tesco, the lady checked inside the box, apolgising, but someone had returned a vacuum in a box and further down the line it was found to bricks inside! Can you believe that?
Hope you’re doing OK? I’ve been a bit off the radar with ickyness and no internet. Not a good combination!
Z xx
Great to hear a positive customer service story. although there is lots of positive stuff going on, it is usually only the negative you hear about.
What a result. It’s nice to read of decent customer service/aftercare for a change.
It’s teeshirt weather here today. I nearly died of heat today after walking into town with long sleeves. x
I swear Manchester is in another country, I got off the train from London yesterday and nearly got hypothermic shock!!
That is so good to hear, shame they are not all like that, I still have that broken LV bag they refused to mend! Wankers!
That still winds me up, next time we are in London we should take it in again, even if they dont fix it it will make a lovely blog post
Pearl, it is anecdotes like this which make me stop from despairing in the fashion industry. It is always good to know which brands appreciate and value their customers and are willing to go that extra mile to assist them. It shows good organisation, good staff and a good company ethos. It baffles me that brands who provide poor and unhelpful customer service don’t seem to realise that this can easily lose them customers!
nice to hear a positive customer service story, I had a very good experience with Harvey Knicks all the way from my small fashionless town in Yorkshire, aparently one of the sales staff ran across town from Knightsbridge to Covent Garden to get a replacement for me.
Read your website every day, but don’t think I ever commented. Just to share a similar story. I bought a DvF dress in the DvF store in Paris. Wore it a few times, brought it to the dry cleaners and it came back 10 cms shorter.
Since I wasn’t going to be in Paris until a year later I gave them a call and the only thing they wanted was a scan of my credit card bill which I emailed. The next week I received a new dress without even having to send the old one back. I was so impressed. They have a customer for life.
Wow that is absolutely wonderful isnt it!
What an excellent example of great service. If only all retailers were as helpful! XO
That is excellent customer service, if businesses provided better customer service I’m sure they’d reap the benefits with loyal customers. And that top is fab!xx
Great customer service! And I like your new tee as well!
Thanks for restoring my faith in the fashion and retail industry!
Love
Amy
x
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