Customer Satisfaction

A customer ordered a tumbler for her niece’s wedding as a commemorative item for the event. The niece was getting married in November and she needed the tumbler soon and ordered it at the last minute, so she needed it to be correct the first time. She did not have time to reorder and wait for the new order to get there. She ordered it with the engagement photo of the bride and groom on it and the wedding date. While in production, we had an electrical surge occur and did not realize the tumbler’s image had some "ghosting" on it. Ghosting is when the image has a faded look or a lightened look to it. At a glance it appeared to be fine but once the tumbler was shipped to the customer, she noticed the image was not as bright and sharp as the image she sent us. Needless to say, the customer was extremely disappointed and contacted us immediately. I asked her to send me an image of the flawed tumbler. After receiving the picture, I apologized for the oversight and offered to redo the tumbler at no charge and offered her a $20 discount on her next order.  Since the wedding was fast approaching, I expedited her order. I always strive to make the customer feel important and valued. Davi’s Designs will always strive to have excellent customer service.

Our company gave this customer a great reason to come and shop at the website again. She was allowed to keep the tumbler that was originally sent and received the product she requested in time for the ceremony. She was also awarded a coupon to go towards her next order and free shipping for delivery. Once the situation was rectified, the customer sent me an exceedingly kind email stating her satisfaction with the way she was treated. She said she would use us again and would recommend Davi’s Designs to all her friends. We have had orders from people since this occurrence based on her referrals, and we are selling inventory much more now. Our company is searched for by people all across the country and more inventory is being purchased by a diversified market. The customer who had the problem is now one of our best and nicest customers on the website.

We believe in keeping our customers happy. We are careful with the product we provide and want to give customers the best product we can.