BKGP thought they would do something different and let people know how they solve things when customers do have the odd problem with its product.
Online PR News – 25-June-2015 – Sudborough, United Kingdom – Sometimes customers leave reviews on Amazon and don't know how many stars to give them. Many companies don't monitor their comments and don't respond to negative ones. However, Bright Knight Gel Pens wants people to know they listen to all feedback, good and bad. Quite often people do leave reviews and they are constructive rather than positive or negative as in some of the examples the company provides.
One customer said "These are just what I was looking for, for the art that I do. They work beautifully, gliding over the paper. They have a nice finish. The glitter and metallic ones really shine. I had a problem as one of the pens had leaked during delivery. But the company quickly resolved that by sending a replacement."
Another customer said: "The pens arrived as promised. My son was so excited. But one pen did not have any ink in it at all and another all the ink had run to the bottom. I did not have the heart to send them back as my son would have been sad having to wait for replacements."
Spokesperson for the company, Jonathan Campbell said: "Research shows that four out of five consumers have changed their minds about a recommended purchase based solely on negative information they found online. Our company is proactive to own the issue and fix it for our customers, which is why we have a 4.6 out of 5* rating on Amazon at the moment, with no 1* reviews."
Jonathan added: "Unfortunately, some customers don't realise that we have a no quibble guarantee and that is just what it says – we will replace or refund the pens. They sometimes leave a comment and don't contact us because they don't realise they can have a replacement product. We take on board all feedback and we have members of our customer service team monitoring feedback on a daily basis. Any comments such as those above are responded to through Amazon, and also by email if we have contact information. We like to let our customers know their feedback is valuable and respond to all comments. Quite often our customers will change their comments if they have had a problem and they let other customers know that we have solved it for them."
You can get Gel Pens here: http://www.amazon.co.uk/Bright-Knight-Quality-Colored-Ballpoint/dp/B00L704238/keywords=gel+pens