Last night was my first time online in a few days. I only had a couple of minutes to quickly check my email before heading to bed. There was a very interesting email waiting for me from Gilt Groupe.
Will from Gilt.com emailed me to say they found my previous blog post expressing my discontent with the fact their website is no longer accepting international credit cards. He explained in further detail that Gilt is ensuring that they provide a safe place for their customers to do business.
As an avid online shopper, I completely understand why the new policy has taken effect, I always have. The thing that irks me is that I've made previous purchases. Had my card been compromised, I would have already called to complain, but that isn't the case.
Anyhow, Will went on to tell me that within the next six months, Gilt is going to be offering Canadian customers a chance to ship directly here! He apologized for the troubles that I've experienced and acknowledged that it would be months before my next purchase. And so, they are sending me a pair of beautiful Modern Vintage shoes that I had in my shopping cart. Compliments of Gilt Groupe!
This company is out there, reading what customers are saying about them and taking their comments seriously. It's impressive and incredibly smart of them to do that if they are going to survive in this business. I'm sure they're aware of the massive competition out there and are trying to do whatever possible to stand apart from the rest and hold onto faithful customers.
It's already working for me. Complimentary shoes aside, it was a happy surprise to find in my inbox. If you read my Club Monaco post, you'll know I'm big into customer service. Why shop at a store that won't even acknowledge their customers complaints.
Gilt Groupe clearly doesn't fail in that category. They go above and beyond. Well done. I can't wait to see how the next six months unfold.
This may be asking for the world but hopefully they're able to exchange the shoes for the right size! I accidently put an 8.5 in my shopping cart and that's what was shipped to me. Yikes!
::: Nathalie
That has to one of the best customer service stories I've heard in a long time. I can't wait until they start shipping to Canada! Although it is a LOT safer for my bank account at the moment.
ReplyDeleteI know it's crazy isn't it? It's the last thing I ever expected.
ReplyDeleteI know what you mean. Shopping diet! As soon as my tax return comes in, it's going straight to my credit card.