Lack of Customer Service and Our Abundant Choices Available Today

Exactly my thoughts, I recently had to contact an "Artisan" soap manufacturer after my latest soap purchase felt awful when face lathering - PVA glue comes to mind. Previous soaps from them had been fine.

Was told it was solely my fault and that was the end of that discussion.

Does not leave me with the best feeling about buying more from them in the future.

Exactly my thoughts, I recently had to contact an "Artisan" soap manufacturer after my latest soap purchase felt awful when face lathering - PVA glue comes to mind. Previous soaps from them had been fine.

Was told it was solely my fault and that was the end of that discussion.

Does not leave me with the best feeling about buying more from them in the future.

Well that's... something  

Apparently, a number of forum members have no idea what it means to "show a little grace".  This does not mean that the offender (in this case the artisan), did everything in the ideal manner. "Showing a little grace" means to forgive the transgressions of others, to be charitable, to be merciful, to be lenient, to reprieve the offender from deserved punishment. 

Thus, in suggesting that the OP "show a little grace" to the artisan, I was not suggesting that the customer service of the artisan was beyond reproach. I was suggesting that the OP forgive the transgression and be merciful.  Some of you thought my comments to be harsh, that is an indication you might need to learn how to be more merciful. Our society would operate much more smoothly if we would be quick to forgive rather than quick to judge.

Apparently, a number of forum members have no idea what it means to "show a little grace".  This does not mean that the offender (in this case the artisan), did everything in the ideal manner. "Showing a little grace" means to forgive the transgressions of others, to be charitable, to be merciful, to be lenient, to reprieve the offender from deserved punishment. 

Thus, in suggesting that the OP "show a little grace" to the artisan, I was not suggesting that the customer service of the artisan was beyond reproach. I was suggesting that the OP forgive the transgression and be merciful.  Some of you thought my comments to be harsh, that is an indication you might need to learn how to be more merciful. Our society would operate much more smoothly if we would be quick to forgive rather than quick to judge.

RayClem I don’t believe I said anywhere in my posts that I didn’t ‘forgive’ the Artisan for poor customer service. I’m not talking about the Artisan personally wronging me, I’m talking about what I feel to be poor business practices. Please note that nowhere in any of my posts did I mention the name of the Artisan or the name of their business. I’m not trying to smear anyone, and I’m not trying to ruin any one's  business. I haven’t said anything disparaging about the Artisan other than that the support I received was lacking by my standards. I was under the impression that this was the type of thing that was discussed on a Shaving Forum. I agree with you that Society would run much more smoothly if we were all quick to forgive rather than judge, and that being said I believe you were very quick to judge me. I’m a grown man, and I like to think that I treat people the way that I would like to be treated. If my behavior was out of line that would be one thing, but I don’t feel like I’ve treated anyone poorly or unfairly here.

How about sending a message to an artisan and never getting a reply back? This has happened to me and lost me as a customer.

3 days is not a big deal and I'd say he replied pretty nicely. Just saying.

How about sending a message to an artisan and never getting a reply back? This has happened to me and lost me as a customer.

3 days is not a big deal and I'd say he replied pretty nicely. Just saying.

This is actually exactly what happened to me if you read my OP. I sent six messages in all across different platforms before I was finally able to make contact. Part of the problem is that they said they didn’t receive either of my messages sent on their ‘contact us’ link. If I hadn’t gone above and beyond to get in touch with them I’m convinced I would still be out the product that I had paid for. I know I haven’t had to do this with any of the other Artisans that I deal with. Is it a big deal, no. Is it something I want to be doing with my time when I don’t have to, not really.

How about sending a message to an artisan and never getting a reply back? This has happened to me and lost me as a customer.

3 days is not a big deal and I'd say he replied pretty nicely. Just saying.

This is actually exactly what happened to me if you read my OP. I sent six messages in all across different platforms before I was finally able to make contact. Part of the problem is that they said they didn’t receive either of my messages sent on their ‘contact us’ link. If I hadn’t gone above and beyond to get in touch with them I’m convinced I would still be out the product that I had paid for. I know I haven’t had to do this with any of the other Artisans that I deal with. Is it a big deal, no. Is it something I want to be doing with my time when I don’t have to, not really.

I'd hate to get ignored, especially if I give them my money and have a simple request. I'm just trying to be a little more patient lately, not that I always achieve it.

There are artisans that are always there for their customers and I respect them for that. They are happy to serve you and fill your requests. I support them when I can.

3 days is not a big deal and I'd say he replied pretty nicely. Just saying.

  I dunno ... Suppose you went into a brick and mortar store, you can't see a lineup (if there even was one), you don't/can't see any staff, and you had to stand there and wait three days to get a response about a purchase you wanted to sort out. I'd be a little bit upset.

Overall it absolutely was ok. As you stated, most are small operations, and this definitely isn’t life and death. I understand I’m talking about shave Soaps and Splashes. I guess I should have posted the entirety of their response. For me personally it left a bad taste in my mouth. They gave me a bunch of reasons why they didn’t respond, and told me they reply to all messages and usually in a timely manner, although they certainly didn’t in my situation. I don’t think it should be that difficult to make contact with a business in order to try and have a problem resolved. Certainly not a big deal, but I won’t be purchasing from this Artisan going forward. Just my thoughts.

I know exactly what you mean...classic passive aggressive, butthurt retailer response instead
of just remedying the situation. Lot of these dudes wanna just project the "oh,
I'm such an artisan you know, man, other things kinda escape me, you know watamsayin' man"

LOL...shows poor understanding of the digital e-commerce ecosystem. The old days of how
to deal with customers are over...today, customers want prompt responses and grievances
addressed. Businesses can only ignore at their own peril. There are a few in the shave world
I wouldn't touch with a bargepole.

THIS WOULD NEVER HAPPEN AT SELFRIDGES OR MARSHALL FIELDS, just sayin

Large companies have many employees and customer service lines that are manned 24 hours per day, although the call center might be halfway around the world. Most shave supply artisans have only a few employees and some are operated by a single individual who is responsible for design, marketing, website maintenance, procurement, production, inventory management, order fulfillment, accounting, and customer service. That can be a lot to juggle, especially in addition to the demands of daily living.

You received a satisfactory resolution to your situation in a reasonable timeframe. Be thankful and show a little grace.

Fk that, wrrrrrong, Especially being a repeat customer? I’ll be thankful, however the one showing grace should be the Artisan I’m sending my shekels. Can’t run a successful business, do something you can handle.  Don’t care about their demands of daily living or what they’re juggling.  When I send you my cash it’s ALL about ME ME ME.  In fact, if you’re a small Artisan, there better be personal Thank You and sorry for the mix up on my invoice.  

One quote my Grandmother speaks to this day coined by MARSHALL FIELD, “Give the Lady what she wants”

I don’t know about you but I work VERY hard for my purchases and it’s NOT ok to fumble of my orders and have some smug cavalier attitude.  I’m not an easy consumer BUT I am extremely loyal and will spend LOTS of coin with you if I like your quality offerings