When I was much younger than I am now, Nordstrom opened their first store in our area. My oldest brother went down and purchased a suit from them, and remained a happy customer for a long time. Flash forward a few years later – he’d gained some weight and the suit did not fit him anymore, so he brought it back to Nordstrom – and received a full refund!
This was clearly ingrained in my head as the ‘ultimate’ for customer service. Keep the customer happy – even if it really did not make any sense to. (and yes, I do not believe they should have given him a refund for his weight gain!!!!). Back in that day, Nordstrom set the bar for customer service and, as far as I know, still retains a high level of it.
That said, is it really fair to ‘assume’ a business will go so far out of their way to ‘keep a customer’? This especially pertains to the wine industry, where a ‘subjective product’ may either be ‘damaged’, ‘faulty’, or simply not live up to a customer’s expectations of it.
In many cases, a winery should stand by their products and ‘make things right’. If a product is damaged during shipping, the winery should make right and either refund the money or send along a replacement product. In most cases, the winery will file a claim and recoup their costs as well.
Now let’s say a product is ‘simply faulty’. What in the heck could ‘faulty’ mean in our industry? Could it be excessive amounts of solids or grit, as a famous Spanish winery has experienced in one of their wines and just issued a recall notice for? Could it be that the wine is infected with brettanomyces, a spoilage yeast that causes a wine to smell like a ‘barnyard’ or like ‘band aid’? Could it be that ‘it was just off’, not living up to the expectation of the consumer? Could it be that the ‘cork was bad’ – and I’ve already talked about the plethora of things this might entail from a consumer standpoint.
I’m really curious to hear your thoughts on this issue. I don’t think there’s an absolute right or wrong answer here – to me, it depends (my favorite answer to almost any wine-related question!!!).
Join in and voice your opinions please . . .