Chapter 1031 - 1033 Attitude of After-Sales Service_1
It was a small piece of silk, but at the moment, it was not clear whether it had been wetted with water or something else, appearing spotted with faded colors, which looked somewhat disgusting, and the silk seemed to have rotted away.
The Weaving Pavilion in Capital City had not been open long, and it had not been long since the first batch of goods was sold, so it could not be due to aging problems from the passage of time. If the Shop’s products really were like this, then there must be a problem with the supply chain.
Silk was not used much among the Weaving Pavilion’s merchandise, serving only a decorative, embellishing function, but no matter what, the sale of such poor-quality materials by the Shop was bound to affect its reputation.
Furthermore, the Weaving Pavilion had only opened in Capital City a few days ago, and a good image had not yet deeply taken root in people’s minds; it would be very easy to acquire a reputation for poor product quality.
"I’ll go to the Shop right now," Bai Ruozhu said immediately.
Lin Ping’er said worriedly, "We’ll accompany you, should we let someone notify Yichun?"
Bai Ruozhu shook her head, "I’ll go take a look by myself first; if the situation is troublesome, then I’ll seek help from you and Achun."
After she spoke, she called for her horse to be brought over, mounted it, and rode off with the guard who had come to bring the news.
On the way, Bai Ruozhu asked the guard to recount the incident in detail, not to leave out anything.
"Just now, someone brought something to the Shop causing a commotion, claiming that the Shop sold inferior products. The shopkeeper had checked too, and the bag in her hand was indeed purchased from the Weaving Pavilion, with a limited edition serial number; it was sold recently. The bag was decorated with some silk, but it has turned into what you saw. The shopkeeper said he checked, and suspects it wasn’t artificially done, but rather a quality issue with the silk," the guard explained.
Bai Ruozhu remained silent for a long time. The bags she designed were not immune to cleaning, so even if there were some silk decorations, it wouldn’t affect washing. It definitely wasn’t a problem that would occur just from the customer getting it wet.
As to whether the customer had immersed it in water for a long time, she would have to inspect the bag herself to determine. But judging from the mottled discoloration of the silk, it indicated an issue with the original color fastness of the dye. If it was because the silk had been soaked for too long and rotted away, the color should have faded throughout.
"What was the customer’s attitude like; were they very emotional?" Bai Ruozhu asked.
"Not at all, she just wanted an explanation. The shopkeeper said if indeed it was a problem with our supply, he was willing to apologize, but he fears that he might have been misled, and if someone intentionally sought to set up the Shop, his apology would instead play into their hands," the guard added.
Bai Ruozhu nodded, the shopkeeper had thought it through very thoroughly.
Soon, the two arrived at the Shop and Bai Ruozhu saw the customer the guard had mentioned. The woman looked very unfamiliar; Bai Ruozhu did not know the noblewomen of the City well, but she certainly had not seen her at the Empress Dowager’s Birthday Banquet, so it was likely that if she belonged to an official’s family, it was probably below fifth-rank.
On the day of the Empress Dowager’s Birthday Banquet, besides the families of great merit, only the wives of officials of fifth-rank and above were invited, and at that time, Jiang Yichun was precisely a fifth-rank officer.
Bai Ruozhu stepped forward and gracefully greeted the lady, "I am Bai Ruozhu, the proprietor of the Weaving Pavilion. May I ask how to address the madam?"
The lady, upon seeing Bai Ruozhu appear, was somewhat surprised, probably because she had not anticipated that the owner of the Shop would be such a young woman.
However, the other party also had good composure and quickly put away any look of surprise, returning the greeting politely, and said, "My husband’s family name is Ye, you can simply call me Mrs. Ye."
"Mrs. Ye, may I take a look at the bag?" Bai Ruozhu reached out for it, and Mrs. Ye didn’t refuse, though there was a trace of impatience in her eyes, clearly upset about Hua Xiangrong’s repeated checks. Did she suspect her of trying to swindle them intentionally?
Bai Ruozhu sensed her thoughts and smiled as she explained, "Please don’t misunderstand, Mrs. Ye, I’m not someone who refuses to admit fault. I just want to better identify the issue to resolve it for you. You must be quite fond of this bag, right?"
Mrs. Ye showed a look of regret and said, "Yes, I also went through a lot of effort to get my hands on this limited edition new model, but it’s disappointing that it has turned out like this without me barely even using it."
Bai Ruozhu had taken the bag and was examining it closely; the rest of it was fine, and it was indeed a product of Hua Xiangrong. The problem truly lay with the decorative silk, and it did not appear to be caused by improper use.
"Check that batch of silk to see if there are any issues," Bai Ruozhu ordered the shopkeeper.
"Master, we’ve already had people carefully examine each roll," Shopkeeper Sui Ge said softly.
Bai Ruozhu gave a nod and, facing Mrs. Ye’s inquiring gaze, politely said, "Mrs. Ye, I’m still investigating the exact problem, but I must first apologize to you. We will also have the embroiderers work through the night to provide you with an identical bag, and the money you paid in silver will all be refunded."
"Master!" Sui Ge called out anxiously in a low voice; wasn’t it too early to take responsibility for the matter? It was not imperative that they make a profit, but might this not affect Hua Xiangrong’s reputation?
Bai Ruozhu gave Sui Ge a look, signaling him to refrain from further comment. After-sales service is very important; at this point, outright denial would leave a worse impression on the customers and could even lead to more people thinking that the Weaving Pavilion lacked integrity if the matter escalated.
Soon, a servant returned, holding a roll of silk and presented it to Bai Ruozhu: "Master, the silk we recently purchased is of very good quality, except this particular color has issues. However, it’s hardly noticeable without washing; it’s clear that others are trying to cause trouble for us!"
Bai Ruozhu shook her head, "This is our oversight; it’s we who should apologize to Mrs. Ye and the others first."
As she spoke, she bowed respectfully, and Sui Ge also bowed to apologize, making Mrs. Ye feel embarrassed as she quickly moved to help her up, saying, "It looks like you’ve been framed by someone else. I’m not unreasonable. As long as Bai Proprietor is willing to resolve the issue, I won’t cling to the mistake."
Bai Ruozhu again expressed her thanks to Mrs. Ye, saying, "The promise I just made stands; Xu Changgui, refund the silver Mrs. Ye paid for the bag, take back the problematic bag, and deliver a newly made one to Mrs. Ye’s Residence by tomorrow evening."
"Oh, and provide Mrs. Ye with a Supreme VIP Card; with it, she’ll receive a thirty percent discount on all her future purchases," Bai Ruozhu instructed further.
Honestly, Mrs. Ye had been greatly disappointed earlier and had even decided never to buy anything from Hua Xiangrong again. The products were attractive, but who could tolerate poor quality? However, the way Hua Xiangrong admitted their mistake and handled the situation satisfied her, and she thought that perhaps this was just a one-off. She might still want to buy if there were nice designs in the future.
Upon hearing about the thirty percent off card, Mrs. Ye’s eyes lit up; she knew how hard it was to get Hua Xiangrong’s VIP cards. The wife of the Shangfeng family only had an eighty percent discount card, and when she mentioned it, she was extremely proud, claiming that there wouldn’t be more than twenty people in the Capital City with such a card.
Wouldn’t her thirty percent off card be even more prestigious? Mrs. Ye’s mood brightened instantly.