The 'Mysterious Tale of The Travelling Birthday Businessman' began when Roma received an order from a company in Dubai for a client of theirs who was on business in the UK.
The company representative had placed the order online, for delivery to the businessman at a London hotel. We received the order and dispatched it that day for delivery the following day, as requested.
After we had dispatched the gift, Victoria received a call from the customer in Dubai to tell us that the gentleman was no longer going to be staying at that hotel. She gave us details of the new hotel and we immediately phoned the courier company to try and change the delivery address.
The delivery company told us they would try their best & to check back with them the following day. We did this & were happy to be informed the package was out for delivery to the new address. Success! Or so we thought...
Kate then received a call from the concierge at the new hotel to say they didn't have a record of this guest having checked in. We explained the situation and they were able to look and see that the gentleman had in fact cancelled his booking with them. We were really starting to wonder what was going on.
We contacted our customer in Dubai & she then gave us a 3rd hotel address. Unfortunately the 2nd hotel had signed for the delivery and so for Andrea to arrange to have it collected and redelivered would mean a 24-48 hour delay. By this time the gentleman was likely to have moved on.
The concierge at the hotel who had the package very kindly offered to take the package round to the 3rd hotel, as it wasn't far from them at all. We were very appreciative of this kind gentleman volunteering to help us out like that & being able to unite the recipient with his gift basket. Or again, so we thought...
We then received a call back from the concierge to say he had been to the 3rd hotel who had no record of the gentleman either, so he had brought the package back with him!
There seemed to something strange going on so Victoria called the gentleman directly to see if we could get to the bottom of it. He was in fact at the original hotel & by this stage we had no way to get the parcel back to him that day. His assistant told us that they were in the centre of London anyway & so could go to the hotel that had the package & collect the parcel.
Finally the recipient was in receipt of his gift after a lot of to-ing and fro-ing and A LOT of time and phone calls.
We just thought we would share this story with you as an example of the lengths we go to assist our customers when things go wrong with delivery. The majority of deliveries go off without a hitch, as we explain someone will need to be at home to sign for the parcel & we provide tracking information. However, sometimes the recipient isn't at home. they have moved address, been discharged from hospital or checked out of a hotel and so we step in to assist in getting the parcel re-directed to a new address or to organise another delivery attempt.
We call this our "gift delivery service" as the whole process from ordering to delivery is a service, not just a product. We like to think this is what helps to set us apart from other companies, we care and are there for you.
Comment below if you have experienced help with an order like this before?