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December 15th, 2021
Our best reviews
We know we are a new brand, making its path among thousands of multinational corporative brands.
We also know that many brands’ good reviews are often made up. We could put beautiful quotes on our homepage saying we are great. But we are not like that.
Instead, we prefer to tell a story that happened last year.
In the Summer of 2020, we received an email from Romania. The lady who sent it was looking for a statement desk for her home office, and, apparently, a friend told her she should check out our brand.
She fell in love with our Roots Home Desk Back in Black Edition.
After some initial agreements and order confirmation, we started the desk refurbishment to send it to Romania as soon as possible. It was an in-stock piece, and we always do that on these pieces because they have to be sent as good as new. But something went wrong and, a few days before delivery, João Faria decided it was not as good as he wanted and didn’t allow the sending.
We could make up a lot of excuses for the delay. Put the blame on lots of different things, such as COVID and so on. Instead, we made what we would want for ourselves if we were the client. We refunded the initial payment without asking the client first. Then, after making that, we explained all the situation in detail and gave her new lead times. The lead time we knew was necessary for the piece. But, with the refund, we took the risk of the client making another buying decision or, worse, choosing a different brand.
We were devastated, mainly because we hate to fail.
Buying an Emotional Object has to be a joyful experience, not an additional problem to people’s life.
Then, João took the matter into his own hands and made the refurbishment himself. If the client still wanted it in the end, great! If not… a sale was lost, but life goes on.
Fast forwarding the story, the sale was finally made. The desk was sent to Romania, but, in our minds, we were not 100% happy because we took more time than we said in the first place, and the client had to wait much more time than she should have. It was far from good.
Our biggest and greatest surprise was the client’s email a few days later. She said she loved the desk and that this had been “the best shopping experience ever.“
She made our day!
These are our best reviews.
The private ones. The ones that arrive by email and turn into great stories.
Thank you, Eugenia O.
If you read this, you know it’s our story together. 😉
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