Qualität und Kundenservice sind so mittel
Die Ketten sind schön, aber die Qualität lässt zu wünschen übrig und der Kundenservice verwundert.
Ich habe von 5 Teilen einer Bestellung 3 Defekte gehabt. Und der Kundenservice bot mir einen Austausch an, aber ich solle die Ketten auf eigene Kosten einsenden. Bitte was?
Und dann war ein Anhänger defekt und den haben sie mir nur geldmäßig ersetzt, aber keinen Austausch schicken wollen, weil das zu teuer wäre.
Die zweite und deutlich größere Bestellung sagten sie kontrollieren sie ordentlich. Aber auch hier gibt es leider wieder einen Anhänger, der extreme Kanten hat. Die Anhänger sind zu teuer für diese Qualität.
Fazit: schöne Ketten und Anhänger, aber die Qualität und der Service ist nicht was ich erwartet habe. Und nicht was der Preis vermuten lässt.
Antwort von Babsthelabel
Hi Christine,
First of all, we are truly sorry to read that you, as you describe it yourself, had such a bitter experience with our products and service. As a small team, we always strive to give every customer a positive and personal experience, and we regret that this was not the case for you.
Regarding the defective products: this is of course not the quality we want to stand for. We did our best to compensate you on both occasions, respond quickly to your emails, and clearly explain our policy. Defective items can always be returned, and at your request we also created a discount code, which you used for your second order. That second order was carefully checked and packed by two team members following our “four eyes” principle.
We’re very sorry to hear that you still experienced issues with a pendant afterwards. This is something we rarely receive feedback about from other customers. Because the damage to the Sandy pendant was minimal, we chose to refund you immediately and let you keep the piece. This was not meant to fall short on service, but simply because as a small business we also need to consider the ecological footprint and high costs of shipping a replacement for such a small item.
Finally, we would like to mention that faulty items normally need to be reported within 7 days of receipt, as stated on our website. In this case, we received your message much later, which unfortunately limited what we could do.
We take your feedback very seriously and truly appreciate that you took the time to share it. We’ll discuss this internally to see how we can further improve our service and processes.
With love,
Team Babs
