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Famous Last Words : Tilley Is Simply Unendurable

August 2008 By Denny Hatch

I want to order jacket #TW49. I am 5'8" high, with a 17" neck, 32" arms and a 40" waist. I can get the sleeves altered, so please send me the size that will best fit the rest of me.

Please ship it the cheapest way.

Thank you. 

I filled out all the required information-name, address, phone, fax, e-mail, MasterCard account number, expire date, ID code.

I clicked on "Submit" and went off to BookExpo.

When I got back to my room and went online, I received an e-mail from a customer service representative at Tilley Endurables, which can only be described as a textbook case of rudeness, ineptness andutter unhelpfulness:

Friday, May 30, 2008 3:48 PM
From: "usmo@tilley.com"
To: dennyhatch@yahoo.com

Dear Mr. Hatch,
If you would like to purchase the blazer, please go to our Web site at tilley.com. I apologize for the inconvenience.

If I can be of further assistance, please feel free to contact me. 

So much for a $265 order.

So much for a Tilley customer.

Good-bye silly Tilley.

Hello Magellan's!

Takeaway Point: Do you have a clue about the caliber of employees who are replying to customer e-mails and answering your phones? 

Denny Hatch is a freelance direct marketing consultant and copywriter. Visit him at www.dennyhatch.com, or contact him via e-mail at dennyhatch@yahoo.com.


 

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“Blanchard is demanding. He won’t allow you to flip through this book, nod your head, and leave. If you’re in, you’re going to have to invest to get your rewards.”
--Chris Brogan, president of Human Business Works

“Social media isn’t inexpensive; it’s different expensive. The human effort required to do


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