Complaint from an extremely unhappy customer
Last weekend we received an email from Daniel, a customer at MENDO.nl, who just had to share his thoughts on MENDO, our webstore, and our products. This is the email as he sent it. It’s worth reading, but be warned, it may tempt you to become our next victim.
SUBJECT: Complaint from an unhappy customer
DATE: Saturday 9 May, 2020
good morning, let me talk about the who first before getting to the why of this mail, written on a rainy saturday morning somewhere in the middle of nowhere…
my parents named me daniel, that was quite a while ago, but i kind of liked it and kept using it for the years to come… most of which i spent living and working in dubai, the past 16 to be precise, selling stuff i didn’t care about much to people i cared even less about. until i had enough of the heat, the camels and that superficial nonsense arabic governments trying to promote as the future of mankind. so i decided to pack my bag, go back to where i actually came from and take time to reconsider and reflect. in other words, i am in the middle of a sabbatical with no (real) job, no (financial) income and i was quite happy with that.
during those years i used to be a customer of your competition such as Taschen, teneues, hatje cantz, oio books just to name a few, and did build a small collection of wisdom, design and books with stories dreams are made of… nevertheless one of my commandments alongside this self-imposed sabbatical was commercial abstinence, focusing only on what is really needed in order to eventually see things from a new perspective.
and that was the time when i stumbled upon your website, a piece of art in itself in terms of colors typography and the whole look & feel. it’s inviting and intuative, neither too big nor too small, and most important no coffee-house-bullshit, just minimalistic and straight to the point.
‘I'm afraid i might recommend you and repeat the sin of ordering...’
which leads me to the why…. it made me flush my commandment down the drain and purchase one of your books which arrived today, wrapped in black paper; my apartment used to be painted pitch black, it’s the color of colors and mindset of choice, so a very good reason not to actual open that book and keep it the way it is. alongside i found that handwritten note accompanying the book which adds some sugar on top…
to sum it up, you are doing an excellent job, your presentation and customer care are second to none; i hope you can live with the guilt of having tempted a jobless to spend money he doesn’t have in order to buy stuff he actually doesn’t need to enjoy life. I’m afraid i might recommend you and repeat the sin of ordering…
keep up the good work and by the way, that piece of pizza popping up when choosing ‘how big is it’ is just genius
Because people matter
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