Turbado | 40 Angry customers in one day

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Last week Thursday in Hungary, as every other day, we handed over around 40 packages to GLS courier for next business day delivery.

Friday noon, we started getting calls from angry customers why their new mobile phone has not arrived. Tracking numbers on GLS website showed as packages still in warehouse, not out for delivery.

GLS has forgotten all our parcels in their depot and 40 Hungarian customers were left with a bad feeling about Turbado. To make this up, we immediately contacted all affected customers by phone, informing them what just happened and promising them speedy resolution, Monday delivery and that we make up for OUR mistake.

Today, Monday we send out to every one of them a SORRY note, apologizing for not delivering what we promised and to make up for this mistake, we send them an extra phone charger. Even if they return their package, they can keep this gift, and we hope they will consider doing business with us in the future again.

And to GLS, we informed them that mistakes like this are not acceptable for us, and if it happens again, we will be forced to look for a new courier company in Hungary. Every mistake, our own or that of our supplier, if it affects our customers, is our mistake, we must take responsibility for it and make up for it. Even unsatisfied customers can become satisfied or at least less unsatisfied, so we keep our strategy true = do everything a little better than others do.