This morning I had a pleasent surprise to read a nice email from moo.com about my recent transaction. It turns out they had charged me extra for my transaction. Normally most companies might have waited for me to contact them and point out the issue. But here I had not even noticed this error (bad on my part). Here is what they said:
Hello,
I’m Little MOO. We’ve spoken before, I’m the piece of software that
manages your order with MOO.I’ve done a Very Bad Thing, and it doesn’t happen often.
Don’t worry – your order is going through ok, it’s already been
passed to Big MOO for printing, but something happened with the
pricing you were shown when you placed your order.It’s a bit confusing, but basically:
• I mistakenly thought you should get free shipping
• In my excitement, I showed you the free shipping price on the
payment page
• Then, when you came to pay, I charged you the full amount (which
wasn’t what I’d shown you before)
• And your confirmation email shows you’ve paid the full amount
too.I am only a piece of software, but I feel like a fool. It’s all been
explained to me clearly now, so it wont happen again, but I just
wanted to fix things with you.Although you weren’t eligible for the free shipping, I’m going to
refund the amount you were charged anyway, by way of an apology for
showing you the wrong price. It should be in your bank account soon,
if its not there already.I’m so sorry this has happened. I hope it hasn’t put you off. Please
make sure you get something nice with the money we’ve refunded.Very best wishes, and sorry for the confusion.
I hope you love your order when it arrives,
Little MOO
Amusing but sincere. Simply amazing! Thank you moo.com! The shopping experience was simply awesome!
A lesson for all small startups (and big companies as well), you don’t need million dollars to create customers, just be sincere with your customers and treat them well.
Creative yet so appropriate! Hats off to moo.com!
Lovely! Sincerity is the key towards making strong relationships with customer but sadly in this part of the world mostly blatant lies and lame excuses are what you get in case of mistake on the part of seller. However, the good thing is things have started changing, some companies have realized the importance of being truthful to their clients and they behave accordingly..’am glad i became part of one such company right in the beginning of my professional career and the ways of dealing with customers I learned there are still with me even when I’m no longer at that place