Best Practice: Dealing with Problems

Wein + Vinos Logo
It is not just at Zappos that everything is about customer service. Wein & Vinos, Germany’s largest online wholesalers of Spanish wines have set the goal of making all customers happy.

It is tragic when, despite this, every shipping deal’s nightmare comes true. They only wanted to do something good for themselves and their customers, by switching to a Magento shop after 16 years of in-house development and bringing their software and inventory management systems up to date.

Because of technical difficulties Christmas sales sank into chaos. Even the customers were not spared. They received wine they hadn’t ordered, deliveries for the holidays arrived late or not at all, and larger orders were delivered in lots of small parcels.

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