Here's why I'll never order from Cotton Babies again

[jessreichenbach]

Customer Service can be a hard thing sometimes. While I agree that a "Thanks" at the very least should have been issued, I know that Mistakes happen. I once had a lady leave me Negative Feedback on an order with absolutely no explanation. I was SO Confused as to why, her order was shipped the next day exactly as she had ordered it, I'm very confident in the product that I make and didn't think quality was an issue, so I personally contacted her to see why./ She explained that It didn't Feel very "personal" to her, that she liked shopping with WAHM type shops because of the customer service and felt mine was lacking because I didn't thank her for her order. She liked her product and there was no issue there. It was a simple mishap, I send a Thank you card out in every order, but this one I simply forgot to slip it in before I mailed it. and rather than contacting me to let me know personally that she was not satisfied with her experience at my Shop she gave me public negative feedback. After Talking through the issue and rectifying things she then Changed her feedback to positive. Its a very simple Matter, If you have an issue contact the company, if they do NOTHING about it then leave the negative feedback. They should have thanked you, I would have gone above and beyond a simple thank you for you because that was a really great thing that you did. But did you contact the company to let them know of your bad experience and even give them a chance to set things right? Sometimes mistakes just happen, it may have been a new employee, it may be an issue that the company should know about that way they can fix it and make sure that employee is better trained in customer service.I don't think theres anything wrong with expecting exceptional Customer service, but if you don't get what you're expecting let them know and give them the chance to set things straight.

[lakemama]

Originally Posted by acwakip That is the impression I have always gotten.

Yeah, I was just miffed because of a bad experience with a new vendor that I hadn't ordered from previously. It was a rant. MY BAD.
It was just that I also placed an order with KBTM on Black Friday as well and with them for the first time. I didn't know that there was a big rivalry going on and that I would open myself to attacks. Disagreement absolutely, that's what a forum is for. Oh well, whatever.

I've also have TERRIFIC experiences with the following vendors, in fact my only ever less than "above and beyond" diaper purchase experience was with CB.

These vendors were awesome!
Nickis
Jillian's Drawers
Kelly's Closet
Cloth Diaper Outlet
Diaper Junction
and even though they're a HUGE online seller, Diapers.com is amazing and they (like many small ones) do great things for local communities.

[gingerpeachee]

I would just like to point out that this attitude of "you shouldn't be doing it for a thank you" is pretty condescending. She's not doing the right thing to GET a "thank you". In reasonable company it is considered impolite to skip the pleasantries and it has left a bad taste in the OPs mouth. If she had gone to a store and returned home to find the store owner had bagged every item on the counter including a bunch of display items that she had not purchased; would it be reasonable to the shop worker to just tell her, "Well you need to bring those items back."? No. The shop worker should say, "Wow, oops, thanks for catching this."

[Kissed by the Moon]

Someone brought to my attention my name was brought up, and after reading the thread I wanted to clarify our realtionship with cottonbabies. We have a good relationship with cottonbabies and love and enjoy their produts. Their is no unhappiness with cottonbabies or their products. We hope to support and sell cottonbabies products for a very long time.

[theonenonlymrssmith]

I'm so sorry you're getting picked on OP! I would definitely be irritated with CB if I were you. It takes about .2 seconds to type out a thank you, and IMHO, the reply email should have started out with a thank you before they issued you a return code. Absolutely ridiculous that it was overlooked.

[buko]

Originally Posted by gingerpeachee I would just like to point out that this attitude of "you shouldn't be doing it for a thank you" is pretty condescending. She's not doing the right thing to GET a "thank you". In reasonable company it is considered impolite to skip the pleasantries and it has left a bad taste in the OPs mouth. If she had gone to a store and returned home to find the store owner had bagged every item on the counter including a bunch of display items that she had not purchased; would it be reasonable to the shop worker to just tell her, "Well you need to bring those items back." No. The shop worker should say, "Wow, oops, thanks for catching this."

I actually do totally, 100% agree with this, which may not have been clear in my previous comment. Of course, doing the right thing should be its own reward... but it does kinda deserve a thank you OTOH. Kind of like how Miss Manners says brides shouldn't expect wedding gifts, because that's not why they're getting married, but on the other side of the coin, wedding guests should feel obligated to give gifts (no monetary value required-- but some thought!) if they care enough to attend and celebrate someone's wedding. YKWIM?

I think it's the fact that she will "never order from Cotton Babies again" that makes me a little...

That is, that it would be such an affront as to cause her A) not to ever shop from them again AND B) intentionally post about the affront on an influential board... that's where I got stuck. Maybe not that you, OP, would expect "so much" gratitude, but that you would expect gratitude "so much" that this would inspire a pretty significant personal/public reaction.

THAT said, this is only my impression from an online thread. It might not be that serious to you to stop shopping a certain retailer, so it might not take much to tip you over the edge. That is-- I could be interpreting your post to mean you were highly offended (because it might take a lot to get me to stop shopping XYZ retailer), but maybe you feel you have plenty of options, or generally prefer other options, etc., anyway, so the fact you won't shop CB doesn't reflect extreme offense taken on your part, just annoyance.

[gingerpeachee]

Personally, I love CBs free shipping, seconds sales, etc. I don't really care if the OP is never going to shop there again. So I guess I figure she can vent however she wants, I don't think she's going to move most people to boycott CB.

I do think its good for these companies to get called out as a little reminder; manners not only matter, but they effect your business. I'm a little touchy about the subject because there is this girl at my propane company who is just rude to me on the phone every time I call (A grand total of 3 times in a year *I'm not a crazy person*). I'm like inches for writing a letter to them, they are a small family owned company *HAVE SOME MANNERS I'M SPENDING MY MONEY WITH YOU!* know what I mean?

[BeccaSueCongdon]

I get where the OP in coming from, really I do. I don't agree with you, but I get it. I think it's a bit dramatic to classify people's discussion of your rant as personal attacks. It's a discussion. In a public forum, where public are going to have opinions that differ from yours on any matter of subjects. :-)

[ReadingRenee]

I would probably feel the same way as the OP does, I just wouldn't make a post about it. But that's just because I feel weird making vent posts. Im also not thick skinned enough to handle the blast that comes from having so many different viewpoints that end up on vent posts.

[thinkingahead]

I read it as a rant/vent as the OP has clarified, but still think the title sounds harsh "Here's why I will never order from Cottonbabies again"! Obviously we can all read the posts/clarifications and form our own opinions. I've read some very rational responses on both sides, though I know where I stand.