Reaching out to customer and apologize if necessary.
Reaching out the me as customer is very important to me. That is what they did well. What was less or even bad, was the fact that i paid online, only to receive a mail later that shipment to my location was not possible and that I had to pay an additional fee. I was not even offered the option to opt out. (cancel my order and receive my money again) I was under the impression that if I had not pay the additional fee, I would lose my investment. If that was not enough, I was reminded 3 different times (via email) while I already made the additional payment. When I finally responded with a copy of my payment, there was no apology whatsoever. Just that the payment was received and that the bag was on its way. From that point on, it went smooth again. The product was received in good order. I still think that it was way too expensive for what I received.
By Raymill O.