Someone complaining on LAF about Peter Pig

[Panzer21]

For Martin I guess.
There is a Canadian complaining that he ordered figures, changed his mind, but was unable to cancel and (shock horror) PP have already sent the parcel.
Personally, I think it's an overreaction - if he is so unsure perhaps think before you order?
Anyway, he's posted on a public forum. If you wish to respond, I will post on LAF on your behalf.
Here's his comments:

Was rather surprised that I had a bad - horrible - experience with Peter Pig.

Ordered some minis, changed my mind - sent an email right away to ask that it be cancelled. Two more emails followed.

I got ZERO RESPONSE. Then a shipping notice.
Won't order from them again if they ignore after-sales requests - regardless.
Less oink.

(Frankly, that surprises me. I've had nothing but excellent service from them for years.)

I was very surprised too - they have (had) a very good reputation. Still, they blew this transaction.

(Out of interest, what was the timeframe between the order, and the shipping notice?)

About four days. Ordered on the weekend (Friday night), sent my emails through the weekend, and if fast shipping counts, the parcel left today. So apart from not wanting the order, the upside is they did ship fast.  lol

Yeah, calling from Canada is pricey.

And four days - three emails - no response.

Well, I replied to the confirmation email. And to an email "for any issues", so not sure what more I could have done. I have no social media presence - I would not have known if there was a show or not. I don't keep track of the shows - it's too far (and wet) of a drive from Canada.

Anyway, it's about $150, to make a return would be $25, so not really worth it now.

If someone has an email - multiple emails - they should check it. This happened over a weekend, but Monday, Tuesday, Wednesday were all working days? Three days.

Hopefully the minis will live up to my expectations. It's been a long-nascent goal to do an RCW project.

Neil

[martin goddard]

Here is the situation.

1. Customer makes order.
2. Customer wishes to cancel order.
3. E mails went to spam. My fault; we do get a lot of spam (150 a day on average, mainly folk who want to work on improving our website).
4. Peter Pig offers to refund half order price and customer retains order.
OR
Customer can return order and Peter Pig will pay full postage cost.

Hows that?

martin

[Panzer21]

I have posted your very generous offer on LAF in response to his topic.

I will post any replies on there here.

Neil

[Colonel Kilgore]

If Carlsberg did wargames figures, their customer service would look like this 

Simon

[Panzer21]

Marked as resolved, comment:

"Got the email from Julie from PP this morning.

Exceptionally generous, and definitely resolves the situation!"

You could ask for the thread / topic to be deleted by the admin team - happy to do this on your behalf.

Neil

[Colonel Kilgore]

Or maybe even keep the thread, to show PP's attentive "service recovery" on those rare occasions when things do go slightly awry?

Simon

[John Watson]

Hopefully, your customer in Canada, will be so impressed by your beautiful RCW figures that it will break his heart to even think about returning the figures. He will get hours of enjoyment from painting and basing his reds and/or whites and he can impress his friends with the results.
Here's hoping
John

[Panzer21]

Or maybe even keep the thread, to show PP's attentive "service recovery" on those rare occasions when things do go slightly awry?

Simon

I did think of this

Or maybe even keep the thread, to show PP's attentive "service recovery" on those rare occasions when things do go slightly awry?

Simon

I did think of this but the thread is called "poor experience with Peter Pig" which could be misleading.

Neil

[Colonel Kilgore]

Maybe get the LAF Admins, with the original poster's agreement, to change the thread title to "Great service from Peter Pig!" ?

Simon

[martin goddard]

All sorted out now very nicely by an understanding customer.  Thanks to him for that.

Topic closed.


martin