IndigoJuliet wrote:
Yup as I deal with alot of Americans in my job, they want it now, not when its ready.. (not trying to be rude) its just an american thing and somehting I see alot of in London, most American tourist forget they are out of the country and expect everything to be as they had it in the US. THis is evident as well with the English overseas... they expect all day english breakfeast to be serverd everywhere they go... not such a bad thing some times..
Just to stick my head in the door, IJ, don't paint all us 'Americans' with the same brush. The folks you deal with are those who can afford to travel abroad and show the infamous 'Ugly American' side of our nation. That's not how we are, but I can understand why you'd think that considering what you've experienced first hand.
Customer service should be the same whether you're sitting in Wested's parlor, or on the far side of the globe. You want to be treated as a customer, not just another number....and you want to know the person you're talking to cares enough about you to take the time to get the specifics of your order down correctly. We're spending big bucks on these items, and we want to know that what we're getting is going to be right the FIRST time. In your case, you CAN walk into the Wested 'barn' and have Peter himself put a coat on your back. We, on the other hand, are thousands of miles away and hours apart in even phone calls trying to get the same experience that you take for granted.
Also bear in mind that when we call, the majority of us are calling at the crack of dawn (or middle of the night) just to catch Wested personnel in the shop. They're thinking about going home when we're still thinking about that very cup of coffee and trying to be coherent. They're thinking about supper and just wanting this darn 'Yank' to get on with it and get off the phone and them out the door! Lot's gets lost in the translation.
Oh, and customer service, in my book, is the complete follow through of the order. It's great to have good phone discussion and the like, but the deal is actually sealed when the package arrives and the item is exactly what was discussed. It's even more of an example of true customer service if it ISN'T right for some reason, and they are even quicker to make the problem right.
Once you have your jacket in hand, be sure to come back and update this thread. We'd like to hear about the entire experience.
Gemma is the one who answers almost all the Wested email, so if you send an email to the
wested@wested.com address, it's her you'll probably get.
Regards! Michaelson
)
TOUCHE!! 
