A good example of great customer service

https://www.decathlon.com.hk/en/r/air-comfort-140-2-person-inflatable-camping-mattress/_/R-p-134265?notes=1#reviews-product

Decathlon has recently opened a couple of stores in HK.  So far I have good experience shopping in the physical stores.  Good products, good prices and nice staff.  Decathlon also tries to make shopping experience smooth.  For example, she puts small panels for shoppers to look at product information and availability.  Shoppers could also use their mobile phones to scan the product QR codes.  They can easily read comments of products along the course of shopping.  That certainly makes the shopping experience more engaging.  For me, I feel a lot greater to read comments than not when I am considering buying something.

Then one day, I visited her online shop, starting to look at some products that I am interested.  As usual, right, being an online shopper, I read the review comments.  Then, I read the following for an inflatable camping mattress,

this mattress is very heavy and the weight is not mentioned in the specification, i dont recommend it for either camping or hiking, wonder what is it good for as an inflatable mattress, i would like to return it.
Oh my …! It is unbelievable that something heavy is not specified with the weight!  That bounced me back a little bit though there have been a few other better comments boosting my buying incentive.
Of course, I read along.  There is a reply from the customer service.  It reads,
Hi Darshan,

Thank you for your feedback on the Arpenaz Air Comfort 140 mattress. I understand your frustration as I came to know that the weight description of the mattress is missing on the website. This is an error from our end and should be rectified soon and I apologize for any inconvenience caused. In the meantime, I would like to suggest the possible uses of the mattress. This is a mattress ideal for car camping and when you only have to walk short distance to reach the camp site. The Air mattresses provide more cushion when compared to hiking mats and therefore are more comfortable but at the cost of weight. But if you are someone who would like a light mattress for hiking then I suggest you have a look at our range of Forclaz hiking mats.
http://www.decathlon.in/hiking/sleeping-bags/mattresses
Furthermore, please feel free to return the mattress to your nearest Decathlon store for an exchange or refund if it is in saleable condition.
I am at your disposal in case of more questions.

Best Regards,
Ravindra Charan
Product Trainer & Community Manager-Mountain Sports

Great!  It immediately pulled me off from that little “bounce back”.  I found the reply a good example of how great customer service results when simple bits of “right-doings” come together.
I appreciate the reply in terms of:
  1. It admits immediately the error with an apology, pledging to fix the error.  This immediately calms the complainer down.
  2. Next, it explains the usage by design (“ideal for car camping”).  That tells why physically the mattress is so heavy.  Psychologically, it fulfills the imbalance in the customer expectation between “camping mattress should be light” and “the mattress I bought is heavy”.  In fewer words, it makes the customer logically fulfilled.
  3. Then, it provides an option that “makes sense” for the customer.
  4. Lastly, it tells the customer, “You won’t be penalized for our error.  You can return or exchange it (probably with the other option).”  That perfectly remedied the last bit of dissatisfaction over “loss”.

And naturally, the reply was tagged by the customer as “found helpful”.  Great customer service.

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