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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Facebook company's response

129 replies

wheresthelight · 25/10/2014 21:23

Ok so am probably being unreasonable because the company is run through facebook however...

I am looking for a nice cosytoes for DD's pushchair and have seen this company on a few groups i am a member of and their products look really nice so i was messaging them to find out the procedure and lead time etc. They said to look through a fabrics album and choose one i liked, unfortunately there was nothing so i messaged again asking if they did any girly fabrics with owls on it. They very kindly sent me a picture of a single fabric but although it was owls and pink I just didn't like it. I messaged back saying thanks but it wasn't what i was looking for and got a really arsey response of "But its owls???" So I replied saying i knew that and i was sorry but i just didn't like it, but that I found their reply a little rude. they have replied with some proper abuse! I have attached a picture to prove their words because if i was reading this then i wouldn't believe it either!

Please see the picture and tell me if i am being unreasonable to think this is not how you behave with a potential customer who is looking to spend £££ on customised items

Facebook company's response
OP posts:
lumpyparcel · 25/10/2014 21:52

Asking if the have another fabric is hardly a crime and it's not being picky! It's a simple question that could have been answered professionally. Good grief people!

smashboxmashbox · 25/10/2014 21:52

Were you expecting her to go online and find girly fabrics with owls online and send you all the pictures she found for you to decide if they were suitable?

Or if you were a business making footmuffs would you send a picture of a footmuff you had made with fabric you had in stock and could easily make again ......

Teeb · 25/10/2014 21:53

It's not like your analogy though op, it's like asking a member of staff to go I to the stock room to get another size the. When she returns saying 'yeah, don't like it' then asking them to find you another top, that looks like that top, but isn't that top.

lumpyparcel · 25/10/2014 21:54

MN is a ridiculous place sometimes. Honestly!

smashboxmashbox · 25/10/2014 21:55

It's not like asking for a different size in the same fabric - that is like them showing you a footmuff they made for a bugaboo and you telling them you want it made for a quinny.

What you wanted was for them to go round every different retailer that wasn't next and take pictures of all the tops and then you would tell them what one you liked and they would then have to buy the fabric and make the top for you.

Original poster
wheresthelight · 25/10/2014 21:55

exactly Neffi!

Clearly it is very subjective over whether the "its owl's???" comment is taken as rude. personally i found it slightly rude and unnecessary. I had apologised for it not being right for me there was absolutely no need for her to be so abrupt and then outrightly rude bordering on abusive.

An again, if you are spending upwards of £50 on a customised item wouldn't you want to make sure it was exactly what you wanted?

OP posts:
Original poster
wheresthelight · 25/10/2014 21:56

at what point did i ask her to look for other fabrics??? I simply said the one she had wasn't right for me.

OP posts:
SummerSazz · 25/10/2014 21:57

Buy a Buggysnuggle ;)

Buggysnuggle

smashboxmashbox · 25/10/2014 21:57

Well what the heck else did you expect her to do then if she didn't have the "right" one for you?

Original poster
wheresthelight · 25/10/2014 21:58

nothing Smash absolutely nothing.

OP posts:
mmmuffins · 25/10/2014 21:59

They are unreasonable to be so rude, but in fairness you were being very annoying.

KatoPotato · 25/10/2014 22:00

It's facebook????

Wink couldn't resist

NewEraNewMindset · 25/10/2014 22:00

Surely the eBay comment could have read - no problem. There are lots of fabrics on eBay, might be worth having a look and if you do find a fabric you like let me know! Good luck.

Then the OP would not have made the rude comment and the conversation wouldn't have deteriorated.

I think the problem is we are moving away from High Street shops with a strict Customer Service policy and instead in a bid to save money, dealing with online 'companies' who are actually one man bands, sitting in their pants infront of a computer in their front room. We then expect the same level of service as say, John Lewis. Ain't going to happen I'm afraid.

lumpyparcel · 25/10/2014 22:00

Even if you had done OP what does it matter!! Like you said if you're paying for a customised item that's exactly what you want it to be! Customised! Some places offer to find different patterns it's hardly a new concept.

I think the company was rude to speak to you in the way they did. That is not professional business conduct!!

katese11 · 25/10/2014 22:07

customer service is all about gritting your teeth and staying polite though, however annoying the customer is (10 years in retail here!)... If she'd dismissed the OP with a neutral "Sorry we don't have any other fabrics in stock.. Please do let us know if you find something you like" there would not have been an issue. But questioning the customer's decision with an "Owls? ?" is not what you'd expect!

McPumpkinPie · 25/10/2014 22:10

They are not running a competition about their child's current and birth weight are they?

pudding25 · 25/10/2014 22:12

Terribly rude and unprofessional of them! I don't think you were rude at all.

ElliotLovesGrub · 25/10/2014 22:13

She wasn't very professional. But what do you expect from the facebook "businesses".

Original poster
wheresthelight · 25/10/2014 22:13

kate - exactly!! i used to work for a well known broken car glass company and have dealt with some serious abuse when i didn't have a technician to sort out a problem but you bite your tongue and remain professional - the fact it is an online business using facebook does not excuse them from being professional and polite!

McPumpkin - not that i am aware of!

OP posts:
Original poster
wheresthelight · 25/10/2014 22:14

elliot i use a fair few facebook businesses and have never had anyone behave in this manner! but yes i should have known better

OP posts:
YesIDidMeanToBeSoWoooooooode · 25/10/2014 22:17

me - sorry but i don't really like the fabrics in the album, do you do anything girly with owls on it

YABU for that. girly fabric?! What is that exactly?

YackityYackYack · 25/10/2014 22:18

I agree with you, they were quite abrupt and there was no need for it. I assume they have a smart phone so not as easy to type long responses - but still rude.

I think saying something is not to your taste is perfectly fine! Without seeing a design there's no way you'll know whether you will like it or not.

McPumpkinPie · 25/10/2014 22:24

My sorry excuse for a sister makes that kind of thing and it just sounded like how she would deal with things! Ywnbu at any point.

Szeli · 25/10/2014 22:27

try slobber clobber

Saoirseba · 25/10/2014 22:28

You were being lazy and ridiculous to expect them to drop everything to scour the internet for an obscure fabric with the likelihood that you wouldn't like it, for a sale that hasn't even been confirmed.

"Customised" doesn't mean "we will go to the ends of the earth to meet every exact specification you request no matter how much time and money it costs us".

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