*Since writing this, I opted to go ahead and share full details about the retailer and the interaction here if you are curious!.*
Today readers, I’ve got a question for you.
On January 1st, I placed a fairly large order with a popular equestrian small-business retailer. On March 23rd I finally received four of the five items I purchased. This was after I sent numerous emails and Instragram DMs when I wasn’t getting a response. When I received the package in March, there was a note that the final item–a pair of Ghodho breeches–would be arriving within a few days since the shop owner was currently out of stock. After sending a few emails with no response, I finally sent an email on Sunday requesting that I receive the breeches or a refund by the end of this week.
I turned around and ordered directly from Ghodho on Monday or Tuesday, who processed the order and included 2-day shipping so that I’ve already got my breeches as of last night.
My question to you guys is:
In a situation like this, what do you do? Do you simply stop being a patron, or do you take further steps to let other people know about the bad experience you’ve had? I’m well aware that my blog is not large compared to many others, but there is also little written in the way of reviews online for the business, so I’m sure a blog post wouldn’t be difficult to find if someone was looking for a review.
My first experience with the retailer was great, and I was really happy with the customer experience, but in my mind 6 months is far too long (especially because I had been planning to use them for both a show and a clinic, since I was down to one pair of tan breeches), and there’s really no excuse for not having sent me my items by now, or at least being proactive about reaching out to keep me in the loop. The fact that the last time I heard anything was when I received my package in March just seems like unacceptable customer service, but I also don’t want to burn any bridges or hurt her business terribly by being one of the only bits of feedback on the store online. As happy as I am to provide a good or meh review of a product, this is a bit different.
I would like to note however, that Ghodho has been fabulous, and I would recommend ordering directly through them if you’re ever looking to buy their breeches.
So what to do? Put them on blast? Send a nasty email? Am I thinking too highly of my blog to think a negative post would really cause much impact to the business anyway? Should I just drop it altogether and be glad I’ve finally got my breeches? Or maybe there’s something in between.