The item description is misleading and not intuitive enough. Customer Support also lacks empathy
I browsed online to give a house warming gift to a special someone. I am from the Philippines, by the way.
True enough, photos were so good and by the looks of it, the quality was also good.
I selected a bedside table and a table lamp that supposedly can be placed on top of it. I saw then the Table Lamp Gemini which i fell in love to at the first glance. I love how the stand looks rugged and how the crystal ball light sits perfectly on top of the stand. The combination of this 2 makes it a very perfect lamp to be on top of the bedside table i chose. I purchased these 2 and waited for the delivery.
Come the day of pick up of my bf, he informed me that Post NL marked the package as there is 'missing or broken' inside. We open the package through a video call as it was supposed to be an 'unboxing call'. And to my surprise, the lamp just came in a stand!!
I sent an emotional email to your Customer service and they replied on the 1st working day right after, which was good. However, what really irks me is how cold the email was by telling me 'sad to hear.' and just giving me directly the link to purchase again the bulb as it was apparently sold separately.
And i was like, what? Table Lamp Gemini was called a lamp but it was actually just a stand? Lamp, as per general definition, is an object that gives you light. It couldn't be called a lamp if it is only a STAND.
I was really heartbroken and it does not really help that Customer Service is cold blooded just telling you 'sad to hear'. Like no sorry or even sympathize with the situation?
So in this ordeal, only 2 comments for your improvement:
1. Description of item should be intuitive enough. Specially if your site is accessible to people outside your country. It could really help if description would have 'STAND' only so user would know what to get at the first glance. Or picture of just the STAND.
2. Support to be emphatic enough to your clients. You cannot just say 'sad to hear' after the person being disappointed