I know from experience that once you have purchased something over the internet you can't wait to receive it and each day you go to the mail box with anticipation that there will be something other than bills and the bank statement in there.
Also every one likes to get a little something else - the Book Depository sends a book mark, from others I have received a little chocolate or sweet. Plus make it look appealing - sure the customer has paid for it but is doesn't take much to make it feel as though they are unwrapping a gift to themselves (because as a woman I know that is where my head is at). Whatever it is this is my treat to me.
Recently I have had two very different experiences - I bought my first books via the Book Depository and received great service. The books arrived promptly and were very well packaged and best of all there is free shipping to any where in the world. One of the books I bought was Hillary Lang's Wee Wonderfuls after reading about it on Jacqui's blog
Six weeks ago I was running out of my fragrance and decided to buy online through Fragrance X. Delivery was targetted at 7 -10 days. As of today I still do not have my fragrance. I have received two surveys from the store asking me to rate their service and asking me whether I am enjoying my new fragrance. I have emailled them 6 times asking after my fragrance. I have asked them to organise re-delivery only to be told that I will have to wait, either until either the original delivery arrives or they have it returned to them. When I asked NZ Post they have advised that it is up to the sender to initiate a trace and insurance claim at their end - yet they refuse to take action saying I will just have to be patient. My patience has officially run out - I have been without my fragrance now for 3 weeks. I accept that it may have gone missing in transit but as they say the true test of service is the "putting right". I have asked for a refund (a week ago) but I am yet to here back, this is despite them advertising a money back guarantee. In the meantime I have purchased my fragrance elsewhere - I am lucky to have the funds to do so.
To Fragrance X, I am officially pissed off and this is my one woman protest about your service - you give internet shopping a bad name.
And to others like the Book Depository thanks for your great service.