No effort made in customer service

Their vision states "To create the greatest premium activewear in the game by being 100% customer focussed" yet no effort is put into meeting a simple customer request.

After spending almost R2000 on Jewelry online, 2 ear cuffs were delivered in little bank type bags with no branding on or even a brand card to say that it is a Burnt "premium Brand"

My Email to their customer help "Please can you assist me. I made this purchase specifically for the use of gifts for people that have said they like the burnt brand, however the Ear Cuffs Set × 2 came in little bank bag type plastic with no branding on. Please could you send some sort of brand recognition as giving these as gifts as they have arrived looks like I have bought some cheap side of the road Jewellery, which I am sure is not how your would like your brand perceived."

Their response: We’re really sorry but unfortunately we aren’t able to provide an alternative branding card for the Ear Cuffs, as each of our jewellery pieces comes in its own specific packaging from our supplier. Kindly note that in line with our returns policy, earrings can’t be returned for hygiene reasons. Kind Regards, Rudian

My Response: Just some advice after being the GM of one of South Africa’s leading coffee chains for 6 years. This is not how you retain a brand for 20+ years, maybe in the short term, but not the long term. I use to go to whatever lengths necessary to train our managers in understanding that there was not copy paste answer to a customer request and you treat each customer as you would like to be treated. I know for sure if one of my managers received my request at your company, they would have not stopped until they got their supplier to agree to simply aromax the same cards the two cross ear studs came with to the client. Quite a poor show my friend, and I hope you do not receive the same level of service and understanding from retailers you frequent. Marketing 101, the cost of an unhappy customer is way costlier than the effort it takes to get two little brand name cards to them. No hard feeling, just pointing out a little effort goes a long way in business over the long term.