(In)Competence

As the run-up to the Festering Season continues,back on Thursday I’d decided to buy a couple of “wine and chocolate” box sets from Thorntons to be delivered. Hardly rocket science, you’d have thought. But no, all the wine box items (only available through on-line or telephone purchasing ) were out of stock, and no information was given on when/whether they’d be back.

Oooh, look, there’s an email address for customer services, regarding stock items and out-of-stocks etc. I think I’ll mail them…

To whom it may concern,

I have tried today to order some of your “wine and chocolate” hampers, primarily product codes 51116 and 50565, in time for Christmas.

Unfortunately, both these items are listed as out of stock. I find it incredible that a company such as Thorntons would make such a monumental cock-up when it comes to the Festive season and gifts that have been heavily promoted in your catalogue etc.

Will these items be back in stock before Christmas? Or is Thorntons determined to lose as much business as possible to companies such as Hotel Chocolat?

Sincerely

Lyle.
Ex-Thorntons customer.

On Friday came the response from Thorntons (Although I only read it on Saturday, due to a certain level of manic behaviour around interviews on Friday)

Dear Lyle

Thank you for your e-mail.

50565 the Classic Combinations wine hamper should be back in stock at the beginning of next week, week commencing December 13th.

Unfortunately 51116 the Twin Red Wine hamper is now sold out and we will not be receiving further stock of this item. 51117 the Twin White Wine Hamper is still available to order as an alternative.

Please accept my sincere apologies, on behalf of Thorntons Direct, for any inconvenience caused by these items being out of stock.

Kind regards,

[name included], Customer Services, Thorntons Direct

OK, now I’m sorry, but that deserves a response. So here we go!

Many thanks for the response.

As a general pointer regarding usability on the website (as only website and phone ordering were available for the wine hampers) would it not be an idea to perhaps mention when an item is due back in stock?

As it is, Thorntons has lost the sale of at least three of these hampers by myself – and I can’t begin to imagine I’m the only person who was planning on buying one of these items!

Having advertised the hampers in your catalogue, I simply can’t believe that you’ve managed to sell out of the Twin red hamper completely – did your ordering department underestimate demand?

I’ve now completed my Christmas shopping with one of your competitors ( Hotel Chocolat, if it’s of any use to know) whose ordering system has been superb, and with no stock problems at all that I have found.

Congratulations on losing customers in this way.

Sincerely

Lyle

I haven’t yet had a response – that’ll probably be some subject matter for Tuesday’s posts!