[QUOTE=YOLOpony;7560421]
The conspiracy theories are making this discussion seem more like an episode of Lost than a thread on Chronicle of the Horse.
I do believe the moderators confirmed I am not affiliated with Ogilvy and suggested that this vein of conversation be dropped.[/QUOTE]
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Hello
We acknowledge our lapse in customer service in this instance. We are working to resolve our customer service and production issues, due to our recent rapid growth. It takes time to do things thoughtfully.
My recollection of the phone call was different from that of the customer. My understanding, at the end of the call, was that the customer wished to cancel the order.
On a related note, I have read the thread and genuinely appreciate suggestions you have made, I have taken notes and will discuss them with our team, regarding process improvements.
As always, for those of you who would like to speak with me directly, my phone number is 1.514.258.7160
Jack Ogilvy
[QUOTE=Jack Ogilvy;7560446]
We acknowledge our lapse in customer service in this instance. We are working to resolve our customer service and production issues, due to our recent rapid growth. It takes time to do things thoughtfully.
My recollection of the phone call was different from that of the customer. My understanding, at the end of the call, was that the customer wished to cancel the order.
On a related note, I have read the thread and genuinely appreciate suggestions you have made, I have taken notes and will discuss them with our team, regarding process improvements.
As always, for those of you who would like to speak with me directly, my phone number is 1.514.258.7160
Jack Ogilvy[/QUOTE]
So you were mistaken. Give her her free pad, and apologize to her on this thread. All of this was unnecessary on your part. I’ll stick to mattes and thin line sheepskins.
[QUOTE=scheherazadetbmare;7560453]
So you were mistaken. Give her her free pad, and apologize to her on this thread. All of this was unnecessary on your part. I’ll stick to mattes and thin line sheepskins.[/QUOTE]
Give her her free pad? She has stated several times she does not want a free pad and that there are many other choices. If there is a mix up or bad service or whatever, there is still no free pad. Someone is paying for it. And his wording of not remembering the conversation the same does not mean that he is necessarily mistaken. Perhaps he is being polite.
You know, it’s entirely possible the OP misunderstood. Misunderstandings happen, let’s all learn from this and move on. A simple difference in the usage of one word can be enough to get everyone all discombobulated. In my job, I have a customer now that is insisting I promised a certain thing, when I KNOW I did no such thing. The recording of the initial call backs me up on this. The customer is claiming over and over he was promised X, when all of the evidence disproves his claim. Just the OP saying Ogilvy promised a free pad doesn’t make it true. Are there some changes that could be made for Ogilvy CS-wise? Sure. But I’m also going to take the OP with a grain of salt because I’ve just plain dealt with too many customers who say they were told one thing when they were told nothing of the sort at all. I’ve been in the customer support industry a LONG time, for different companies. Yes, this could have been handled differently, but I can’t see a company offering the product for free over this kind of misunderstanding. It’s just not logical to give a free pad for something like this. Refund shipping yes, up to maybe 25% on the product, ok. But free? Absolutely not.
This almost reminds me of the infamous hat thread…
I’m the first to beat on customer service, but dang, y’all are a tough crowd.
Well, from what I gathered the COMPANY messed up on the order, and never “made right” with the customer.
Okay - I could see “some one is paying for the pad” but not full pop. Not when the company failed on customer service repeatedly. A discount should have been offered at the very least.
Now, the company has a custom cover they can’t use. An angry customer, and bad press.
IF the company had sent a FREE PAD - I am willing to bet that they would have received a bunch of free, positive advertising from customer, rather than what has happened here.
I recommend that the people at Oglivy watch “Give them the pickle” its a good, simple video on customer service, and how a company can avoid a debacle like this.
The other day I went to one of my usual lunch places. They had fubbed my order, and accidentally prepared a few before mine. I really didn’t mind - just cost me a few extra minuets. But they INSISTED on giving me my money back. A 100% refund! How nice! I refused at first - but they insisted. Do you know how many people I told about my positive experience there? (Many!) Not to mention that gesture of wonderful customer service made me a loyal customer, and more likely to be forgiving if another issue arouse.
In short - the company made a number of errors here, that has negatively affected their image. The custom cover was already done. Shipping had already happened. I am willing to bet that the material costs for the foam in the middle of the pad are not outrageous - they could have chosen to make a customer very happy, and receive good press, but they choose to not correct their blunders.
Very tough crowd!
Jack@Ogilvy answered as best as someone could.
Definitely better than the Voltaire reps over a hat :lol:
Welcome to COTH OE!
OE called me again this afternoon.
He was/is upset that I said he was not honest with me on here. Per our first (of 2) conversations on the phone, he said he was refunding me the money I paid for the pad and that it was on the way to my house ‘even though he was not happy about it’.
He clarified today that while he had been able to change shipping addresses once in the past, he didn’t think it could be done twice, but when he found out the morning after our first conversation that it could- he changed it.
I asked “When were you planning on telling me that the pad was not coming to my house, and you were having it changed to ‘return to sender’?”
“Well that’s not mumbled something”
“What are you going to do with my embroidered pad? Why not just send it to me anyway? I’m happy to go back on the Chronicle and say ‘Hey, OE called, is sending me the pad and apologized. Glad they figured it out, guess this was a learning experience for everyone involved’”
“Well it’s low that you would ask for a refund on an embroidered pad (which I did not do, until the end of our conversation today- I’ll get to that in a bit). And I can’t just give away pads! Little girls save up for months for these pads! I can’t believe you called me a liar on a public website.”
“I did not ask for a refund during our previous conversation”
“Do you have that recorded?”
“No I do not, do you?”
“It seems there has been a lot of miscommunication, I’m happy to refund your money”
“Wait- it hasn’t already been refunded???”
“No, you sent an email Wednesday saying you wanted the pad shipped to you!”
“Well of course I did, because you had said the night before you were shipping it to me and refunding my money, after apologizing for dropping the ball! Then after I emailed in and asked why it was being returned to sender, you said I had cancelled my order! Which I didn’t! You said the night before on the phone that you ‘were not happy about it, but that you were refunding my money and letting the pad ship to me.’ And you still have not responded to my last email”
“As I said before, I was at Rolex and could not answer-”
“I don’t care where you were, it doesn’t matter. There were a number of things that went wrong with this order.”
“Ok”
“So that there’s no more miscommunication: I want my CC refunded. I am willing to open a claim with the CC company if this does not happen.”
“Ok, I will do that right now”
Per an email from OE (post phone call), my card has been refunded, for the pad and twice the shipping. He asked in that email that I come on here and clear things up, which hopefully (?) the above did.
Everything has been settled. I have my money back.
[QUOTE=MyssMyst;7560493]
This almost reminds me of the infamous hat thread…[/QUOTE]
That was comic gold.
[QUOTE=MyssMyst;7560493]
You know, it’s entirely possible the OP misunderstood. Misunderstandings happen, let’s all learn from this and move on. A simple difference in the usage of one word can be enough to get everyone all discombobulated. In my job, I have a customer now that is insisting I promised a certain thing, when I KNOW I did no such thing. The recording of the initial call backs me up on this. The customer is claiming over and over he was promised X, when all of the evidence disproves his claim. Just the OP saying Ogilvy promised a free pad doesn’t make it true. Are there some changes that could be made for Ogilvy CS-wise? Sure. But I’m also going to take the OP with a grain of salt because I’ve just plain dealt with too many customers who say they were told one thing when they were told nothing of the sort at all. I’ve been in the customer support industry a LONG time, for different companies. Yes, this could have been handled differently, but I can’t see a company offering the product for free over this kind of misunderstanding. It’s just not logical to give a free pad for something like this. Refund shipping yes, up to maybe 25% on the product, ok. But free? Absolutely not.
This almost reminds me of the infamous hat thread…[/QUOTE]
I didn’t ask for anything BUT free shipping! A refund was offered, I accepted, as he said ‘it was still on the way to my house’ and ‘he wasn’t happy about it, but I would be getting a free pad’.
He found a way around that though, but I’m not worried- there have been a bunch of great recommendations on this thread for other companies with great customer service like EcoGold- so I’m off to purchase from their website, as my card has been refunded 
[QUOTE=MyssMyst;7560493]
This almost reminds me of the infamous hat thread…[/QUOTE]
OMG yes, yes, yes, yes!
Haha to the “little girls save up for months for these pads”. What does that possibly have to do with him considering giving you a pad for free because of the screw up?
Just out of curiosity I went back and read the Voltaire hat thread… :eek:
So now Jack has compounded his “mistake” by being even more uh, well not so nice. A lesson for everyone who does business with him. All he had to do was apologize for his “mistake” and give OP the pad that he offered her for free. Instead, he has chosen to attack and deny. Apparently he would rather save the cost of the pad he had offered OP, when he obviously changed his mind about the offer, rather than have good customer relations. Fine then.
Buyer beware!
[QUOTE=KateKat;7560559]
Haha to the “little girls save up for months for these pads”. What does that possibly have to do with him considering giving you a pad for free because of the screw up?[/QUOTE]
I too, was wondering the same thing?
Pretty sure ALL little girls need to save up for non-essential pony items, since you know, they don’t have jobs?
I saved up for a Barbie when I was little, doesn’t mean Mattel didn’t have to respond to emails/admit they were wrong/do the right thing.
Careful roamingnome; they know where you live haha
This entire thread is disconcerting, knowing I recently ordered from Ogilvy.
I do think others are being too harsh on the company, but at the same time, I don’t believe Jack’s response to the request for the item was very nice or professional. Most of the people I know who have ordered through them were enthralled by the customer service, but if this is how they handle a mistake, I’d hate to have my CC number in their hands…
[QUOTE=roamingnome;7560533]
He found a way around that though, but I’m not worried- there have been a bunch of great recommendations on this thread for other companies with great customer service like EcoGold- so I’m off to purchase from their website, as my card has been refunded :)[/QUOTE]
The biggest thing that turned me from Ecogold was one of their sponsored riders. It sounds like a great pad, but the girl is 17 and posts pictures of herself doing body shots and tons of underage drinking. I drank when I was 17, but I wasn’t a sponsored rider by Ecogold! Then when you ask her about her products she just says “OMG THEY ARE GOOD”. Thank you… That was so helpful.
Ogilvy was the first person to actually talk to me about their pads and what they do, and they helped sway my buying experience. Again, I did purchase mine through a retailer rather than the company itself.
I agree the customer service you go was less than wonderful. I’m sorry. I wish you would have received the helpful and wonderful service I did when I was looking!
Chances are they are going to take the stitching out of the embroidered cover, and then sell it at the next event they go to.
That’s what my boss does with work scrubs when people are fired or quit.
I think Jack Ogilvy is scrambling to save face by saying the OP (roamingnome) misunderstood him. Her story has not changed throughout this thread, and what he posted here and the most recent conversation the OP had with him, and relayed to us, have the same tone.
The best thing he could have done was just refund the CC and send her the pad! What are they going to do with it! Then the thousands of people on here that will read this thread (just think of how many times we do a search on a product that we’re interested in…and this thread will now always come up for Ogilvy) would be impressed with that level of customer service.
Now, they’ve just cost themselves more business. I know I’m one person who won’t be ordering a pad from them and I’m sure I’m not the only one. Compare this experience to the customer service of SmartPak. SP goes above and beyond to provide the best customer service out there in the horse world. They sent me a set of polos once that had one polo incorrectly monogrammed (upside down). I called them and they told me to keep that set and sent me a whole new, correctly monogrammed set of polos. That’s the kind of service that keeps me coming back because I never have to worry about delays in getting a product or its quality.
I don’t think the excuse that’s it’s a small, growing company works in today’s world. With all the technology we have, it’s not a problem to answer emails on the road or make a phone call. To not do so is just lazy! My work requires me to be available 7 days a week, and you bet I’m checking calls, texts, and emails during the weekend, and even on days I’ve taken off to horse show, etc. You may not like the lifestyle that is dictated by today’s technology, but to use the excuse that you were away and that’s why a customer received such poor service is an embarrassing admission to make.
ETA: This thread has over 10,000 views. Not a good forum in which to blame a customer for a mistake, even if you don’t consider it your mistake.
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