Posted: 05/04/2013 at 16:45
I've used T&M and never had any problems with them. Get cashback from them very promptly too.
Last year I ordered a lot of perennials from an email I got that was 'Mirror reader offers' - I don't read the mirror, but I do enter lots of competitions which means I get a fair bit of spam. Anyway, the perennials looked good, were mostly varieties which I wanted in the garden, so ordered. When they arrived, most were in a really poor condition, and also included two small slugs in the packaging . I emailed them back that day, saying I was disappointed, I expected the plants to be healty and not half dead, and to be free of pests (I have enough slugs in the garden without importing any!), and what would they like to make a gesture to make me a happy bunny before I posted my response on their forum. I got a full refund, and was allowed to keep any plants (assuming they survived).
I was, however 'trained' how to complain successfully when I stared work at a big software company, that pride their programmers on being able to talk to people as well as machines! Some top tips:
In a conversation, there is always a 'parent' and 'child', the 'parent' is the one that is in control. You should aim to be the 'parent' in any complaint conversation.
Never loose your cool or swear (I've also worked in the programming dept of call centres, two swear words and they will cut you off).
Be clear what you are 'disappointed' about (never angry).
Suggest what the other party could do to make you a happy bunny (most will happily comply, the internet is a powerful tool for airing disappointments).
Don't shout, or get personal about the person on the end of the 'phone, or face to face. Aim to be the 'parent' - remember how you felt when your parents told you off? Try to act similarly (although you need to remember you can't put them on the naughty step or spank their bottom!)
If your complaint is dealt with in a satisfactory manner, you should say that you are satisfied, or even better, say you are delighted your complaint has been dealt with in a swift and efficient manner, and you will have no hesitation in using them again. Stick and carrot in equal measures.
My husband now does zero complaining, a few years ago we were told in a pub that they weren't seving at the 'bar', and we had to go into the restaurant - we were a car club and regularly had 15+ members turning up. They 'set' me onto the manageress, we had a very pleasant conversation, she explained why the rule had been introduced, but agreed to 'waive' it in our case - no shouting, no tears or fuss, just an adult exchange of views and compromise reached. Now his mates 'borrow' me if they need to ring somewhere to complain. There's normally chocolate in it for me