A couple of months ago I bought a Hot Tuna rucksack for Little Boots. It was blue camo with orange trim and immediately designated as “Epic!”.
We left the shop and were 10 yards away when the zip broke.
So we took it straight back & changed it.
The following day on rucksack number two a zip broke. (it was a different zip – the bag has three).
This time we took it back and since they had no other blue camo bags got a refund.
We tried to interest Little Boots in other bags, even visiting several shops, but to no avail. They just weren’t epic.
So a week later, against my very best judgement bought a third Hot Tuna blue camo rucksack.
Entirely predictably one of the zips broke. Unfortunately it was just over a month from purchase and so too long to be able to take the bag back.
Even if I could have taken it back there seemed little point as we would doubtless just end up with a fourth broken zip.
So I bought a heavy-duty zip and strong thread and spent three hours sewing it in.
Of course Little Boots was delighted and said it was better than ever. I should here mention that the original zips were branded Hot Tuna on the puller and so it wasn’t just a case of them having cheap generic zips.
Whilst the bag owner was chuffed I certainly was not and emailed Hot Tuna explaining the sequence of events that had left me cross and disappointed at their poor quality merchandise. Adding that I was also out of pocket and tired having wasted three hours.
I received an email back from Hot Tuna Customer Services:
“Thank you for your email.
We will endeavour to respond to your query at the earliest opportunity, normally within 1-3 working days.
During busy periods this may be longer, should you need to follow up on this case please quote the reference below:
That was a month ago. Mid-way between then and now I sent a second email, received the same automated reply and nothing else.
Now compare this pathetic customer service the great service I got from Moonraker Knives.
I ordered a brass fitting from them for a little project I’m working on. The piece arrived swiftly but had slightly the wrong dimensions. Within hours of my email querying this they replied with an apology and said they would send a replacement out. It swiftly arrived and they told me that I need not return the original piece.
Now THAT is customer service.