Hangover Cures: How to recover from a bad hangover
David Muir
www.yapp.co.uk
Actually it was a great experience borne from a bloody awful one.
Wine had arrived with a bottle missing and both cases open. Courier refuses to help mother with baby with cases up the stairs. Case collapses shattering all bottles.
I wrote to let them know that I was leaving and they recovered brilliantly
Why was the experience great?
Hats off to Yapp. I got this lovely email from Yapp this morning. Having a dodgy customer experience is fine as long as you recover from it quickly. Yapp's is out of the text book. Here's the full email:
"Thank you for taking the time to email us explaining the problems that you experienced with the recent delivery. Whilst, it made painful reading from our point of view, this feedback is very important to Yapp Brothers.
Firstly, may I say how sorry we were to hear of the catalogue of problems with this consignment and the evident distress that it caused you and your wife. Like most independent wine merchants in the UK, we have to use an external carrier (Amtrak, in our case) for the majority of deliveries. To a degree, we find ourselves dependent on a third party for fulfillment which is an unavoidable and sometimes frustrating position. We continually monitor their performance overall and, to be fair to Amtrak, we experience no problem with 99% of deliveries. This is probably little consolation to you, but I thought I should mention it. Needless to say we have contacted our account manager with respect to your specific case and they were apologetic and are looking into it.
We shall, of course, replace the broken/missing bottles by sending you a mixed six bottle case. We send our own vans to London to deliver to the restaurants that we supply and it would seem sensible for us to send your replacement wine with our driver. Could you let me know what days might be convenient for the replacement delivery?
As regards any future business, I fully respect your disinclination to use our external carrier. One solution might be for us to send wine with our own vans. We don't normally offer this service to private customers as the driver is pretty stretched with timed restaurant deliveries (and, thankfully, few customers experience problems with Amtrak) but, provided you could be flexible on days that wine might be delivered or left if out, this might be a solution.
Lastly, thank you for your kind comments about Yapp Brothers
Best Wishes
Bianca"
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