I wrote recently of my dismay when one of my rosewood Sox Stix broke.
I thought it would be worth writing to the manufacturers, Lantern Moon to enquire whether I might purchase a single replacement needle. It took a couple of days but I did receive a reply on 29th January
“My colleague has forwarded your inquiry to me for follow up. Firstly, I am glad that you purchased Lantern Moon and also very sorry that you’ve experienced a snapped needle. We at Lantern Moon stand behind the quality of our goods and will gladly ensure you receive a replacement needle at no charge.
Could you please provide me with your mailing address? This will enable me to make the appropriate arrangements for this to be mailed to you most likely from a UK source.”
Then on 10th February:
“Hi Beth,
We at Moral Fibre Ltd are the exclusive distributor for Lantern Moon here in the UK.
We have been informed by Annette at Lantern Moon that you have had a bad experience with Sox Stix. Please be advised that all Lantern Moon products do come with a ‘lifetime’ guarantee.
In consequence we will be pleased to send to you a complete replacement set of Rosewood 2mm Sox Stix free of charge. We will be sending these out to you tomorrow, Wednesday. If you experience any further problems, please do let us know and we will be only too pleased to help.”
And today, they arrived!
A big thumbs up to both companies, I reckon. Well done, Lantern Moon!
I had heard that they did this, it’s very good service.
It certainly is!
Isn’t it nice to hear about good customer service!
@Heather Cawte, It always is – and I do think it’s important to acknowledge good service properly. People are quick to criticise and slow to compliment, generally speaking.