© 2020 DroitwichNet Limited
based on his personal experience with…
…the BUTCOMBE BREWERY SHOP….
BITTER? - well a little bit, if the truth be told In late 2020, one of our local pubs, The Hadley Bowling Green, became part of the Butcombe Pub Family, and having worked for a couple of Bristol-based companies, I was aware of just how good their fine ales are. We are sixty miles north of Bristol, and so I was looking forward to my first local pint of draught Butcombe Bitter, but given how because of lockdown we couldn’t go to the boozer for just a drink, why, I thought, don’t I support the new guys and buy some Butcombe Beer and Lager to enjoy at home? So I did. But on delivery day, only one of my two expected parcels turned up, The box, containing a 24 bottle mix of 3 different ales was, according to the FedEx driver, still in their depot as it was dripping sticky beer. Furthermore, it would be ME that needed to report the loss and damage to Butcombe. So I did. The following day FedEX, who had repacked the unbroken bottles into one of their own boxes, delivered the remaining 21 bottles to me. On their website, FedEx state that “We are proud of the exceptional ability of our team members who help make each and every customer interaction outstanding.” When my 24 ales were damaged in transit, three of the bottles were broken with such impact that beer and glass shards went everywhere. How do I know this? Because the company that “help make each and every customer interaction outstanding” delivered the remaining 21 bottles with sticky beer and glass shards all over them. As well as stuck on the bottles and labels, there were glass shards in the box, and the way the bottles had been repackaged did not present a professional courier company in the best light, nor did it make my interaction with them outstanding. Now in law, my contract is with Butcombe and not FedEx. It’s up to Butcombe to put it right, and I reported to them, on 17th December 2020, that not only were there just 3 bottles missing, but that I had to pop the Marigolds on and carefully wash the beer and glass shards from 21 bottles. It’s up to FedEx to compensate Butcombe for such a poor customer interaction. For my trouble, and the half-an-hour spent at the sink in bright yellow Marigolds carefully washing away glass shards, I fully expected Butcombe to send me the 3 missing bottles and maybe ‘a little something to compensate for my time and trouble.’ But alas no such good customer service. Just an email on the 18th December stating that I would get a refund for the 3 broken bottles. A refund that on 4th 19 th January 2021 I’m still waiting for… And so, in answer to the marketing email that I received from Butcombe today, asking if I was “ready for a top up” and wanted to place another order, the answer is NO.
Duncan’s Customer Experience
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© 2020 DroitwichNet Limited Duncan’s Customer Experience
based on his personal experience with…
BITTER? - well a little bit, if the truth be told In late 2020, one of our local pubs, The Hadley Bowling Green, became part of the Butcombe Pub Family, and having worked for a couple of Bristol-based companies, I was aware of just how good their fine ales are. We are sixty miles north of Bristol, and so I was looking forward to my first local pint of draught Butcombe Bitter, but given how because of lockdown we couldn’t go to the boozer for just a drink, why, I thought, don’t I support the new guys and buy some Butcombe Beer and Lager to enjoy at home? So I did. But on delivery day, only one of my two expected parcels turned up, The box, containing a 24 bottle mix of 3 different ales was, according to the FedEx driver, still in their depot as it was dripping sticky beer. Furthermore, it would be ME that needed to report the loss and damage to Butcombe. So I did. The following day FedEX, who had repacked the unbroken bottles into one of their own boxes, delivered the remaining 21 bottles to me. On their website, FedEx state that “We are proud of the exceptional ability of our team members who help make each and every customer interaction outstanding.” When my 24 ales were damaged in transit, three of the bottles were broken with such impact that beer and glass shards went everywhere. How do I know this? Because the company that “help make each and every customer interaction outstanding” delivered the remaining 21 bottles with sticky beer and glass shards all over them. As well as stuck on the bottles and labels, there were glass shards in the box, and the way the bottles had been repackaged did not present a professional courier company in the best light, nor did it make my interaction with them outstanding. Now in law, my contract is with Butcombe and not FedEx. It’s up to Butcombe to put it right, and I reported to them, on 17th December 2020, that not only were there just 3 bottles missing, but that I had to pop the Marigolds on and carefully wash the beer and glass shards from 21 bottles. It’s up to FedEx to compensate Butcombe for such a poor customer interaction. For my trouble, and the half-an-hour spent at the sink in bright yellow Marigolds carefully washing away glass shards, I fully expected Butcombe to send me the 3 missing bottles and maybe ‘a little something to compensate for my time and trouble.’ But alas no such good customer service. Just an email on the 18th December stating that I would get a refund for the 3 broken bottles. A refund that on 4th 19 th January 2021 I’m still waiting for… And so, in answer to the marketing email that I received from Butcombe today, asking if I was “ready for a top up” and wanted to place another order, the answer is NO.
…the BUTCOMBE BREWERY SHOP….