Thursday, 27 December 2012

Wilko "play! Fashion Diva Doll" - UPDATE ...

Today, I was quite surprised to receive a letter from Wilkinson in reply to my compliant about the quality of the doll, that I spoke about in my last post.

The letter was quite grovelling really, which surprised me as like I said in my last post,  I didn't really feel I would be able to make a complaint officially due to my not buying the item from one of their stores...

Here's what they had to say on the matter: 

"Thank you for your letter concerning Wilko play fashion diva doll purchased for you and your disappointment with the quality  We really appreciate the time you have taken to bring these issues to our attention and also for giving us the opportunity to put things right for you. 

Throughout our 80 year history, Wilkinson has been committed to selling quality products at value for money prices and to learn of a complaint about the performance of one of our own branded items is naturally disappointing.

 Please be assured that I have taken a record of the problems you have encountered and passed it to our Quality Assurance department in order to highlight any recurrence of the issue described and any necessary action that is required to improve quality will of course be taken. Indeed your feedback has been very important to this process, thank you. 

Wilkinson regards our customer relations as extremely important and we believe that you should be completely satisfied with every product purchased from us.

I was really sorry to learn of your dissatisfaction and as a token gesture of goodwill, to show our commitment to customer satisfaction, please find enclosed a gift card to the value of £5.00 with my compliments. 

Again, thank you for taking the time to write to us and I do hope the enclosed gift card will go someway to making up for any upset caused. Yours Sincerely Marie Heaton Customer Advisor."

What can I say? I can't help being impressed by this, after all, I guess I've now got Marylin Monroe's head free and around a third off the cost of a  Monster High Robecca Steam doll, next time I go to their store!

All in all I'd call that a result, especially if they do take in board my opinions and improve the quality of this item so as not to disappoint any child who may buy this doll or receive one as a gift in future.