How to Gain a Loyal Customer the Jackson’s Art Way

Photo by Alex Mihis on Unsplash

This post can also be entitled as “How not to go crazy with the Philippine Post Office”.

I am always on a hunt for online stores where I can buy my art supplies. I live in the province and my sources for art supply are in the bigger cities. I bought my watercolor materials from Fullybooked in Manila, Art Friend and Straits Art Co in Singapore. There is Art Nebula which I have already ordered items twice before and the transactions were seamless. But I am hoping for a wider range of products to try. Shout out to Art Bar! Please open your online shop already.

So imagine my excitement when I learned from an artist I follow on Instagram that the art supplies she ordered from Jackson’s Art in UK arrived at her doorstep in just a few days; I wanted to try it for myself. Jackson’s Art has a droolworthy selection of products for artists. I have a limited budget so I picked only what I immediately needed- brushes! I needed brushes for oil painting. I got an oil paint set as a gift from a friend. I also got two blank canvases as Christmas gift from another friend. Yes, I am lucky to have friends who understood my love for art.

So I immediately found myself browsing for brushes and learned that they offer free shipping for brush orders worth more than £20. I availed of the free shipping by ordering 5 brushes. The package was sent via regular post. It was estimated to arrive in 2 to 3 weeks. This was ordered on December 2, 2017. When I did not receive any notice 2 weeks after, I went to the post office on December 20, 2017. The person assigned there tried to check their records and found nothing. She told me to ask for the tracking number so she can look for it in their system. I told them I do not have a tracking number. I did not want to bother Jackson’s Art. I went home empty-handed and decided to go back a week after.

I went back on December 29, 2017. I still did not get my package. The person there told me to get the tracking number because it is easier to look for a package with a tracking number. I decided to email Jackson’s Art to ask for a tracking number. They replied immediately. I was told there was no tracking number because it was sent using regular mail. They were reassuring. They told me that the package may be delayed due to the holidays.

I was patient and I was persistent, too. So I went to the post office again on January 5, 2018. The person there again told me about getting a tracking number. I told her that it was sent through regular mail. She said that they have not gotten through their regular mails. I asked her that if it would be easier if I have a picture of what the package looks like. She said yes. So I emailed Jackson’s Art again about the possibility of showing me a photo what the package looks. They replied that all they can tell me is that it is in a regular padded mailing envelope and they did not have a photo since the package was processed in their warehouse. Carla of Jackson’s Art also told me to inform them if I still do not have the package by January 12.

At that moment, I was too disappointed with the Philippine post that I just decided to wait it out because that is what they are supposed to do. They are supposed to deliver the package (or at least a notice) to my doorstep and not me going to the post office. That is why there is an address written on the parcel! So I went digital, I know there is a Facebook page of the Philippine Post so I sent a message on the possible timeline for regular mail packages because the person in our post office seemed to treat them as last priority. So I got this reply.

It is already the 4th week of January and more than 35 working days since December 2, 2018. No package.

I have accepted the idea that I cannot trust the Philippines Post Office anymore. This is not the first time I have issues with them. The first time happened some years ago, I was expecting a dress from China. It was a blogger mail in exchange for a blog post. A month after it was sent, the sender emailed me if I received the package since it was already sent a month before so I went to the post office to check. I was just lucky that when I went there the package on the table in front of me was my package. It was already marked that they were unable to deliver it twice. It baffles me why they were not able to locate my house when utility companies and LBC are able deliver bills and packages successfully. The second incident was in the early 2015 when I joined a mailing exchange to practice calligraphy. I was supposed to receive 10 to 12 mails every month and I only received 3. So when I went for a vacation in Bacolod that year, I sent myself a post card through a post office there. I never received that post card. My friend, Gail, who sent herself a postcard, too, received hers in Davao City. My city’s post office needs to step up.

This was the postcard I should have received through mail.  This was my Instagram post  in 2015.

I was sad but Jackson’s Art is awesome. Since Carla said that I should email them if I have not received my package, I sent them an email on January 18, 2018.

And this is what I got in reply!

They refunded my payment! No questions asked. In my country, if you want a refund, you need certification that the mail did not arrive and a lot more paperwork. Jackson’s Art is awesome, people!

This prompted me to just reorder my brushes and order the watercolor papers I wanted to try. I picked DHL for mail this time. And I got the package today! Just 5 working days after I ordered them.

Happy mail!! Good job, DHL!

I got my brushes and watercolor pads!

This made me realize how we crave good customer service when it should not be something we beg from businesses. It should be a standard. When their customers are treated well, businesses will surely get much better returns. I ordered more that what I planned to spend initially after I got the refund. Hurray for Jackson’s Art! You definitely gained one loyal customer.

Update:

I got the package from the post office on February 8, 2018.