LL - Responses to common complaints
Customer says: No one answered my calls/emails - or called/emailed me back..”
You say: “I understand and I am really sorry about that, we’ve had an overwhelming response to our products and our support team is behind. It is definitely our goal to provide excellent customer care and please know we are actively growing our team so we can provide faster responses to all of our valued customers.”
Customer says:“I called/emailed to cancel my order and you shipped it anyway.”
You say: “I completely understand and I’m really sorry about that. Since we try to ship packages as fast as we can your package was too far into the shipping process for us to stop it. ..we’ve also had an overwhelming response to our products and our support team is behind. It is definitely our goal to provide excellent customer care and please know we are actively growing our team so we can provide faster responses to all of our valued customers” - I’m happy to give you a credit due to the inconvenience ($10/10% whichever is larger)”
Customer says:“Why is shipping/tracking taking so long?”
You say: “I’m really sorry about that. Your package is currently with USPS…(provide a tracking update from the USPS site) - (If it says “awaiting package” it’s because it’s still in transit from DHL to USPS) --and Due to COVID-19 safety guidelines and upcoming holiday season, you may experience shipping delays. In some cases we’ve seen an additional 10 business days on top of standard transit times. I’m happy to discount your order by $10 (or 10% whichever is more).”
Customer says: “I’m upset -- Your upsell offer is deceiving.”
You say: “I’m so sorry, I understand your concern and I’m happy to cancel that order for you - it’s not our intention to mislead you and I will make sure and pass your concern to my supervisor.”
Customer says:“I didn’t intend to place more than 1 order (i thought the upsell offer would replace the first order not be in addition to it).”
You say: “I completely understand and I’m sorry for any confusion. When you place an order at full price we offer a special discount on the 2nd order. It's like when you do a Buy One Get One Half Off sale at your local department store - you can't get the discounted item unless you purchase the first item too. I’m happy to cancel the discounted order for you”
Customer says: “Your website says - my item was in stock and will ship right away” but it was out of stock.
You say:“I’m so sorry about that, it happens sometimes when our stock was depleted before our computer systems could be updated and the order goes on back-order status. Please rest assured that if you have other products in your order, we will be shipping those out as promised. I’m happy to give you $10 for the inconvenience.”
Customer says:“my item is back ordered and I want a free bottle”
You say: “I’m so sorry about the backorder - we are expecting the product in “soon” -- unfortunately, I can’t approve a free bottle but I could discount your order by $10 (or 10% whichever is larger)”
- Customer says: “that is unacceptable, I don’t want a discount I still want a free bottle”
- You say, “ok, I think I can get by making an exception for you on this”
- For DML - free bottles can be Cera or Hydra
- For VFI - D3Active or BBT
- For SCS - D3Shield or Ampa
- (giving free bottles is always a last choice)
Customer says: “I wasn’t aware my item was on backorder, I never got emails”
You say: “I’m so sorry about that, we do send back order alerts. Did you check your spam? In the meantime, let me give you and order updated (check on expected restock dates or tracking) -- and discount your order by $10 (or 10% whichever is larger) of course, we’ll also ship out any items that we do have in stock”
Customer says: “Where are you located?” (we assume they are asking about the company not you specifically)
You say:
- For Del Mar - Our headquarters are in Los Angeles California
- For SunCoast - Our headquarters are in Miami Florida
- For VFI - Our headquarters are in Cheyenne Wyoming
IF the customer presses further AFTER you tell them where our headquarters are located - then you can tell them where you are located. We aren't trying to be dishonest - but it's safe to assume if they ask "where are you located" that they are asking about the company - so we start with that response first.
I am located in (LOCATION)
Customer says: “Your website says agents are in the US (for DML)”
You say: “We do have agents in the US and from several other countries around the world! We all work remotely, which is good for pandemic safety reasons”.
FYI: (We are proud to have a US and international team from Spain, South America, Oman, Malaysia, Dominican Republic and the Philippines”) :-)