'Thank you for your order! To show that we value you as a customer, we will give you a cruise to Oslo.'
The message received Pernille Philipsen last week, after she had taken an order from Boozt.com. This Thursday, received a new mail: She may no longer act in the webshop.
"It makes me feel unfairly treated," she says to B. T. about the situation.
Pernille Philipsen is among the customers that have been excluded from being able to act on Boozt.com because of the so-called 'fair use'policy.
A policy that banishes the clients that send too many items back. Them, according to the Boozt.com has an 'unethical use' of returtjenesten.
According to the sales and marketing manager Peter G. Jørgensen happens bandlysningen automatically with a 'fair use'-filter, and approximately 0.5 percent of the customers are covered.
Including Pernille Philipsen. She rejects, however, that her returns have been unethical.
She has worked in retail for 15 years. She has also driven his own shop and had the responsibility of another.
Therefore, she also takes the view that Boozt.com completely misunderstood the way to drive customer service on:
"If the item has not lived up to expectations or do not have a passport, I returned it. It is hopefully my right as a paying customer," she says and adds:
Pernille Philipsen says that she has acted really Boozt.com through time, because it has been easy.
She has, so far, been satisfied with both selection, fast delivery and the free return that she has used when it has been necessary.
Yes, she was actually a happy customer, and she was also 'honored' as she last week got a mini-cruise from Boozt.com.
she saw only a week after receiving an email with a ban, she understands not.
Why has B. T. asked sales and marketing manager Peter G. Jørgensen, how it hangs together.
How can one be appreciated the one week and then banned the next?
"We don't know the details on this client's case. It is true that we have given a large number of our customers the possibility of an Oslo trip," he responds.
On the question whether the sales and the marketing manager can understand that Pernille Philipsen and the other clients feel unfairly treated, says:
"If a customer believes that unjustified is the country of the 'fair use'-filter, then take hold of us - and then we look manually on the matter. There has been an error, so we regret, of course, and will re-open."
Pernille Philipsen wrote Thursday, an email with this question of the exclusion to Boozt.com and here have promised to look into the matter.
"I'm not going to make more out of it. My life is going fine again, although I may not act on Boozt.com," she says to B. T.
She adds that she almost want to boycott the store, no matter how the case ends:
"It is the principle in the way they 'appreciate' their customers. Regardless of whether you send 100 orders return, it must be possible. Otherwise, they should consider whether they even bother to operate the shop."Updated Date: 29 November 2019, 21:00