Background: one of Sammydress customer found an Australian online article that presents a negative view of several online fashion stores. The reporter is just patching together snippets of information she has found elsewhere and has no real or current source. Sammydress is named as one of them. However, the article is so biased, and only quotes a few unhappy customers, it seems like the journalist has done no research into finding happy customers to give an objective view, and it is also a misleading article because – even though she names Sammydress only once in the first list of stores.
So this Sammydress customer contacted this reporter:
I hope you can take a few moments to ponder the points below. I’m reaching out to you with encouragement and appreciation for the positive influence you can create through your writing.
I just read your article:
As a very satisfied Sammydress customer, I found your article misleading and biased, so I’m a bit saddened by it. I am not saying that there aren’t unhappy customers – just as ANY business would have. If you look at the facebook pages of, for example, ISPs such as Telstra, Optus, Vodaphone, etc., you will find streams of volatile complaints. No business is immune. Facebook seems to have become a place where people get to rant, no matter the topic.
Your article lists several online shopping stores, but provides no developed details regarding Sammydress. It also fails to mention that besides the collection of complainers, there are many many more who are very satisfied.
I can’t speak for those who have had bad experiences with other stores you listed, but re: Sammydress, I have found them to be outstanding in customer service, and I am extremely happy with my purchases.
Since your article only lists several unhappy customers from other stores, perhaps it is more responsible journalism to do some research into people who are satisfied, to avoid bias. Otherwise your article tends towards irresponsible, sensationalist journalism and potentially libelous content – certainly in relationship to any misrepresentation of Sammydress. You don’t include links or references to the Buzzfeed article you mention, and the company income you list is for 2014, which suggests you either need to update your research, or that you can’t substantiate this, having perhaps only quoted it from someone else’s research, and this tends to make the rest of your article unreliable.
As the saying goes, “haters gonna hate”. People with an issue tend to be loud and often irrational complainers. This results from a core psychological need to validate themselves, if they perceive themselves as jilted. Through marketing research that I have done, customer behaviour has been described as follows:
apart from the initial points of contact, it is important for a company to establish a relationship with a customer/client and maintain it, refreshing it with new input at least every 90 days
after 90 days, if the relationship has not been advanced to the customer/client’s perceived benefit, thus keeping their interest, loyalty and investment, this customer/client will feel ignored, undervalued and rejected
if this happens, this customer/client will go to the company’s competitor and spend even more with them as a form of self-validation. It verges on spite, and is reminiscent of a jilted lover; the first company has virtually no chance of winning back that customer/client’s favour
Emma – perhaps this psychological phenomenon would make an interesting article … ? I don’t have my research notes on hand, but I’m sure you can expand on and corroborate this info with your own research. And, if you like, I can dig up my notes and references … It might do customers and companies good to be aware of how they are influencing one another.
In any case, what I have noticed (with those few who seem disgruntled with Sammydress) is that their perceived complaint usually comes from some misunderstanding on their part: not reading the policies, not choosing the right size (instructions given on the site), not understanding shipping options, not understanding the best ways to contact Customer Care. All of these conditions are solvable, yet instead of doing so, people tend to behave without much dignity, and continue to complain even after solutions have been offered … probably as part of that need to validate self, regardless.
In this “me me me, now now now” modern psychology, people tend to be rash and spontaneous, easily influenced by trends and not responsible for their inability to make informed decisions, or for their decisions that went awry. They would benefit themselves more by becoming more informed, smarter online shoppers – in general, not just with the stores you listed.
That is not to say that mistakes don’t happen. One of my items was shipped to somewhere in Turkey, which happens to have the same regional code as Australia: AU. But, I was able to see the tracking history on my account, and I got a full refund, including shipping costs outlaid.
From all the Sammydress praise I read, I find your article sad and disturbing, so I guess my pychology is kind of like a current lover defending her “boyfriend” from criticism.
Please consider creating more objective, responsible content – unless your editor has pressured you into doing an eyeball grab in whatever way you can. Nobody wants to be ripped off, but don’t you think the world needs to spread some love and appreciation instead of being misled into prejudice? You have the power to make a difference. That’s an incredible, exciting thing. I hope you feel inspired to shine =D
Here is an extract from a Sammydress lawyer’s response to a different article (read more of what he said in the article):
Sammydress values our customers’ opinions and takes their grievances seriously. We note that the overwhelming majority of our customers love us: the complaints filed with the Better Business Bureau make up less than .01% of our total sales.
Nonetheless, Sammydress strives to satisfy each and every one of our customers. After an investigation into the issues presented by Seven on Your Side, we agree to reimburse or ship replacement merchandise to the affected customers whose issues have yet to be resolved.
Moreover, we are continuously updating our website and will roll out changes shortly to clarify shipping times, clothing sizes and return policies.
Sammydress, an online clothing retailer that offers the latest in fashion at low prices, thanks Seven on Your Side for helping ensure all of our customers are 100% satisfied.”
I am most definitely one of the 99% of happy Sammydress customers. I have been shopping with them for over one year. I have submitted and received over 23 orders, to the value of $1000+, and I expect I will enjoy shopping with them for an indefinable time to come.
I hope this gives you some perspective and inspiration for your future articles. And, perhaps consider removing Sammydress from that particular article to avoid any possible legal ramifications.
Wishing you well
For the original version on Sammydress Reviews Blog visit:
How Did The Biased News Misleading US?