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The House of Vantage made me happy

Stefan Pettersson, Tid. Business Developer - 5 Jun-13
 
A case study on ordering a canvas bag online.
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A few days ago I found a Timberland satchel canvas bag at online retailer The House of Vantage. A bag I just had to own.

I had actually tried, and failed, to buy this bag in Sweden for a couple of months. Finding it on sale in the United Kingdom therefore made me very happy.


I've been looking for this bag in Sweden for two months, and here it is - on sale!

Ordering, however, wasn’t exactly a walk in the park. You see, I couldn’t check out online. Instead I had to send an e-mail to The House of Vantage telling them what I wanted to buy and where I live. After that they would tell me the estimated cost of freight and handling. If I accepted I would have the options of paying with credit card over the phone or by wiring them the money.

I wonder what the conversion rate is for this kind of international checkout?


Not being able to complete the order online is a major hickup for conversion rates.

Anyhow, I wanted the bag and sent the e-mail asking to buy it. After a couple of days Mark from The House of Vantage came back to me with the total price and I accepted.

Thursday afternoon the call from Mark came, and I read him my credit card information over the phone. Not the safest way to do business, but not that different from paying with the credit card in a retail store or restaurant.

Lightning fast delivery
Come Monday and my package arrives in Sweden. That’s a speedy delivery if there ever was one. Kudos!

The first thing I see is this nicely branded The House of Vantage-package holding my new bag. I immidiately noticed the text "How to return" on the package, complete with instructions, phone number and e-mail address. It actuallt felt good to see this information on the package. In a strange way it made me feel safe as a customer. In my opinion this is very consumer-centric, and I love it!


How to return instructions and contact information on the package is something every online retailer should copy.

The House of Vantage managed to give me that special feeling of being an important customer by giving me excellent service, (very!) speedy delivery and great value for money. Look to them for inspiration. That is, of course, on everything except not accepting international orders online. I truly hope my next order from The House of Vantage will be 100 percent completed online.

Pros
  • Great value for money.
  • Awesome personal service.
  • Very nicely branded package makes it a joy to get this at the Postal office.
  • How to return-instructions on the package.
  • Contact information on package.
Cons
  • Not accepting international orders online (telephone order = cheating + very bad for conversion rates).
  • Not accepting American Express.

Thanks Mark and staff for excellent service and great value!

Links
www.houseofvantage.com

Stefan Pettersson

Tid. Business Developer

Partneransvarig på Ecommerce.org 2011-03-07 till 2014-06-30.

Vill du kontakta mig så finns jag på Linkedin.

 
 
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