Using Social Media for Consumer Complaints
A couple of weeks ago I shared with you 6 tips for using social media to address your complaints with different businesses. Back in September I had ordered a scented wax warmer from a popular Direct Sales company. I knew when I placed the order that the warmer was on backorder, but I was told I would receive it within 8-10 weeks.
Over the next few months I made repeated attempts to contact the company to receive an update on my order. All of my emails to the company went unanswered. Finally, after 6 months had passed with no updates, I took my problem to social media.
The next day I received an email from the company. Their defense as to why I had not received the warmer was that due to the strikes and issues with shipping ports on the west coast many of their products were stuck on the ships. I understand how that could cause a problem for companies but a good company would reach out to their customers with updates. As a customer, I simply wanted reassurance that I would be receiving my product and had not lost that money. Yet for 6 months I received no updates from the company, leaving me wondering if I would be receiving my product at all.
Reaching out to a company in a public forum such as Twitter can get results. Within a week after my contact with the company, I received my warmer.
Did the company just receive their products or did they already have the product in stock and bumped my shipment to the front of the line? I don’t know, but I do think it was quite a coincidence that after making my complaints public I received my product.
So if you have an issue or complaint about a business and are not satisfied with the company’s response, take your issue to social media. Be sure to read our original post for 6 Tips to Address Your Complaints on Social Media.