The Challenge: A Less Content Customer
The Solution: A Quick and Empathetic Response
The End Result: A Happy Customer
The Lesson: Customer Service Matters

How We Turned a 2-Star Rating into a 5-Star Rating on Trustpilot

Jul 24, 2023
4 minutes Read
A person sitting in front of a computer smiling and chatting with headphones on.

At Westshade, we take customer feedback very seriously. We believe that every review is an opportunity to learn and improve our products and services. That’s why we are always happy to hear from our customers, whether they are extremely happy or have any constructive feedback.

The Challenge: A Less Content Customer

A man scratches his head in confusion with a question mark next to him

Recently, we had a challenging situation with one of our customers, Leah, who ordered a Y5 canopy tent from us. She was unhappy with the product and the service she received, and she left us a 2-star rating on Trustpilot. Here is what she wrote:

“The images on the website are not accurate and it is false advertising. The picture showed a travel cover with wheels, but when my tent arrived the cover didn’t even cover the entire frame and had no wheels. The cover is too loose and the frame slides out when you try to carry it. They also didn’t send the strings or pins to tie it down. When I mentioned it to customer service, they just sent me a link to buy another travel cover with wheels for another $80.00. I am not impressed with this company at all!

We were very sorry to read this review, as we always strive to deliver the best quality and service to our customers.

The Solution: A Quick and Empathetic Response

After looking at the real problem which was a glitch on our website that had a different version of protective cover (freebie) for the y5 series that was supposed to be for the y6 and y7 series. So we immediately got in contact with our developers and got it fixed and updated straight away as we always strive to deliver the best quality and service to our customers and improve whenever needed!

A weman pushed her way in with a couple of delivery packages.

Furthermore, we contacted Leah instantly and apologized for the inconvenience. We explained that there was a mistake on our website, and that we were working on fixing it as soon as possible. We also shipped her the missing parts right away and offered her a free travel cover with wheels that she wanted.

We also replied to her review on Trustpilot, thanking her for her honest feedback and letting her know what we were doing to resolve the issue. Here is what we wrote:

Hi Leah, thank you so much for your honest feedback and we are very sorry for the inconvenience. We are working closely with our developers team so we can update the images on the website and avoid confusions on the product inclusions moving forward. The tie down straps and steel stakes have been shipped out already as well yesterday and we sent you the tracking number via email.

Without your feedback, we wouldn’t have noticed that our website needs to update the images and product descriptions and we really appreciate you!

About the protective cover, each model comes with its own unique design and the Y5 one is designed as a covering only without the wheels. We will reach out to you via email to discuss options on how we can make your shopping experience better.
We deeply apologize for any inconvenience that this may have caused you and we will do our best to make things better. Have a great day!

We were hoping that Leah would appreciate our efforts and give us another chance.

The End Result: A Happy Customer

And she did! After receiving our emails, texts  and phone calls, she was very understanding and grateful for our quick response and action. She decided to change her review from 2 stars to 5 stars, and wrote this:

We started out rocky with my shipment, some items were missed and the wrong carry case was sent (according to me). However after dealing with customer service, they went above and beyond to correct everything to my satisfaction. I admit that I was unhappy at first, but they did everything to make it right and I couldn’t ask for better service. The canopy itself is fabulous! They nailed the design and it looks amazing. I will be proud to use it at events. They stand behind their work and work hard to keep their customers happy.”

We were thrilled and delighted to see this update from Leah, as it showed us that we had succeeded in turning her negative experience into a positive one. We thanked her again for her kind words and honesty, and assured her that we would always be there for her if she needed anything else.

Here’s a picture of her canopy order after we printed it:

Custom Printed Canopy Tent from Customer - 2

The Lesson: Customer Service Matters

This story is just one example of how we at Westshade deliver the best customer service in the industry. We don’t shy away from challenges or complaints, but rather embrace them as opportunities to grow and improve. We listen to our customers, empathize with them, and do everything in our power to make them happy.

A weman stretches out contentedly

We are proud of our 5-star rating on Trustpilot, but we are even more proud of our customers who trust us and support us. They are the reason why we do what we do.

If you want to join our happy family of customers, contact us today and let us show you what Westshade can do for you.

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