Customer Service
Order of Service
Meet our brilliant Customer Services team,
as praised by the customers they’ve helped.
honest and helpful shop keeping. I
asked for a replacement grommet for
a clip-top bottle in which I keep the
olive oil. A very small item and I was
prepared to buy a whole packet of
them if necessary. They searched and
did not have any in stock but found a
lone one – which they gave me free of
charge. Very much appreciated and
just more of their friendly and helpful
customer service. Well done.”
JESS
LEONA
“Thank you so much
to Jess – superb service
went above and beyond.
Cannot wait for it to
arrive! Would highly
recommend Harts of
Stur” – via Facebook “The mark of exceptional
customer service is putting
things right when they
go wrong. Great product,
great price, fast delivery
and outstanding customer
service” - via Facebook
KIRSTY SHARON
GOING THE EXTRA MILE…
LITERALLY
Late one Saturday we received a
call from a slightly peeved customer
who had bought a coat from the
store earlier in the day for an event
that evening. When they arrived
home they found the security tag
was still attached and not only was
there no way of getting it off; there
wasn’t enough time to return to the
shop to get it removed. This problem
was easily resolved by the clothing
manager taking the security tag
remover to the customer’s house on
his way home. Disaster avoided.
IT’S ALL IN A DAY’S WORK
MD Philip Hart has always put customer
service at the heart of his company.
me a discontinued KitchenAid waffle
maker when no one else could. Not
everyone appreciates the importance
of waffles, but these guys do. Thank
you, you’ve made brunch a happier
time for all!”
SOLACE AND GROMMET
Sometimes it can be the seemingly
little things in life that can make a
big difference to someone’s day. This
is a review that was posted on our
Facebook page. “Today they [Harts of
Stur] reaffirmed good old fashioned
The ethos behind our company is
‘Big enough to cope, small enough to
care’. This epitomises the customer
services team perfectly when they
go above and beyond on a daily
basis - from personally picking
items in the warehouse to ensure
they get delivered within a tight
timeframe, to registering a product
on a customer’s behalf. They can
regularly be seen with a tape measure
in hand providing specific dimensions
of a product or with an appliance in
pieces talking through how it should
be put together. It could also involve
checking an appliance before sending
it out to make sure it is in tip-top
condition, or sending photos to a
customer to see if something matches
an existing item or range.
And now getting in contact is even
easier and quicker as we’ve just
introduced live chat on our website.
65
www.hartsofstur.com
“Excellent
customer service.
Prompt delivery. I
recommend. Would
use again without
hesitation” – via
TrustPilot
LAURA G
“I had an item with a
fault. One phone call with
a delightful assistant and
I had a returns label and
a replacement on its way.
...Problems are dealt with
seamlessly” – via email
“A refreshing change
to speak to someone
who values their
new customers...
Cannot recommend
highly enough” – via
TrustPilot
JANE
“I was treated like a
friend on the phone,
so helpful, will be
dealing with this firm
again” – via TrustPilot
HELEN
“I spoke to Helen, who
went the extra mile
to help me out in the
purchase of my coffee
machine. It was Helen
who made my first
experience with Harts
a pleasure to buy from,
and I would definitely
buy from again” – via
TrustPilot
LAURA C
“Super service from
Laura C and the
team. Got involved
and resolved an
ongoing dispute with
manufacturer on my
behalf and sent me a
new machine” – via
TrustPilot
ALISON
“Ordered the item by
phone. Member of
staff taking the order
was friendly and
polite. We received
our new kettle the
next day. Brilliant
service throughout
and so pleased with
our purchase” – via
TrustPilot