Response to Negative Google Review
25th May 2018
In response to the Negative google review received
Vesta Stoves is a small family business and we are constantly looking for ways to improve our business and create a better experience for the end user. So when we receive a negative google review like all small business we take it very seriously.
Its very easy to jump onto the defensive as a small business owner after all the review is a direct attack on you and your lively-hood. We are not all perfect and in fact we all have our faults but on this occasion we feel hard done to and would like to invite readers to check out the explanation below.
Our explanation (please read on)
So when this customer placed the order on our website for the installation of 2 Bushmaster stoves in cabins at the side of a Loch in Cladich, Damally, Argyll we were delighted although a long journey (750 Miles) its always nice to see the country! Unfortunately, due to time constraints the customer required the job to be fitted in the rain. Never a good Idea! One cabin was supplied by logspan and the other was an insulated shipping container.
This customer explained to us prior to the install that the roof on the container already had significant leaks. We offered to attempt to find these leaks and seal them up. However, these leaks were not obvious and we couldn’t find them.
Once we had finished the jobs the site owner asked us to purchase a 2nd hand Morso stove as part payment for the installation. We declined as the customer was asking over £500 for it and we wouldn’t be able to sell it on.
We decided as this was a rental property that we would leave a tub of bitumen sealant just in case a leak appeared after we left. After all the flashing shouldn’t be fitted in the wet!! We have offered to come back to site to correct any issues but the customer has declined instead choosing to get a refund
So as we were due to leave and the customer was extremely happy with the service she even gave us a packed lunch to take away! We also helped fix a unusable site portaloo. YUK!
The final Result
We received a call a couple of days ago as the customer said there was a leak on the roof. Was it there before or was it our issue? It doesn’t really matter. We will always try to help and offered to re visit site a week later to fix any issue. As this wasn’t acceptable time frame to this customer they instantly left this review.
This customer then started a paypal case against us for the installation fee. We instantly granted the refund and explained that this would be classed as an unpaid contract and the extended warranty was void.
As a small business getting good reviews is so difficult, and when we get a bad review we take it very seriously. I personally find it hard to understand why people are motivated to leave a negative review but just wont spend 5 seconds to leave a positive one when they have received good service. There is a saying that the customer is always right.
I agree to some extent but it should also be noted that for small business we have equally invested our time and passion to create a great product. Therefore the transaction is actually a trade, something that a small business has crafted for your hard earned money.
Its not just a case of the customer is always right its a case of both parties have an investment in the transaction, so we should help each other out were we can.
You cant win them all……… But Ill keep trying…….