The Rocks Push Know What They Are Doing.
Recent reports have concluded something I feel we all knew: people are far more likely to share negative brand experiences online and with friends than they are likely to share positive ones. And with that in mind, allow me to share a fantastically positive experience I've had with a small Australian clothing brand called The Rocks Push.
A recent trip back to Australia saw a welcome return to sun and surf, and the realisation that I needed a new pair of boardies. After seeing a mate rocking a fantastic pair of shorts (Hi Nic!), I asked him for the brand: The Rocks Push. A quick online search, and BINGO: a pair was on it's way, within two days.
Three days later, no shorts. I emailed the brand, and quickly received a reply from Kirsten (who was super helpful through this whole thing): warehouse troubles meant there would be a delay, but they should be with me soon. Cool, but I needed them to hurry, as I was returning to China soon.
Four more days, still no shorts. Annoyed, I wrote back to request a full refund, as I'd run out of time. But because I'd received prompt feedback, I didn't take to social media to whine; instead, I was just disappointed not to have sweeeeeet boardies.
I woke up this morning to an email: a heartfelt apology, a legitimate excuse (third party logistics company making an error), a full refund and a gift voucher to the value of the shorts. Wow.
I now have a wizz bang pair of shorts inbound to China, and The Rocks Push have a very happy customer, and a brand advocate. And all it took was quick, clear communications, and a respect for keeping the customer happy.
Nicely done, and highly recommended. Here's the link again: go, and buy.