Firetoys recently announced that its customers will now enjoy an improved user experience via a number of new customer services policies implemented by the company. Firetoys are specialists in manufacturing and distributing a wide range of props including juggling, circus and fire spinning equipment in the UK.
In a statement, Nick Calvert, Despatch Manager at Firetoys, said that, “We always contact the customer immediately if there is a problem with the order. We never send a replacement without first discussing the options with the customer. We also promise to answer every email and Facebook (News - Alert) message within four working hours, though we’re usually much quicker than that, and we always have a friendly voice on the end of the phone to offer advice and answer questions.”
With the new customer service policies in place, any customer who places an order with the company can expect to receive the delivery the very next day. Previously, the cut-off point for placing an order was 3:30pm. However, now with the jump to a 4pm cut-off, Firetoys has effectively set new standards in customer service among its competitors. Additionally, the company offers its customers a generous, 45 day, no questions asked, returns policy as opposed to the seven day period laid out by the Distance Selling Regulations (DSRs). Rivals of the company are yet to catch up with this offer.
Director of Firetoys, Yann Waterson, said that, “Online shopping and platforms like Amazon and eBay (News 
- Alert) are great for the customer by keeping prices low but it means e-commerce companies can’t rest on their laurels; they have to offer something extra to stand out from the crowd.”
The new regulation has had a positive impact for Firetoys already. The company enjoys a high rate of returning customers and its Amazon and eBay accounts have earned almost perfect feedback scores. Furthermore, a number of online review sites as well as Facebook recommend the company.
Edited by
Brooke Neuman
