7th March, 2007: Let us know what you think about Bigelow!
As much as we learn from our consumers and grow as a company, we still make production mistakes, and for those times our consumer service department is available when we do not meet consumer expectations.
Each box of tea has our corporate address, email address, and our toll free number, (888) 244-3569, so when our consumers want to contact us, there are many ways to do so. You can also reach us through the website.
Each month we sit down and look at each consumer complaint and identify where it occurred and then determine what we can do to eliminate them from happening again. We have reduced our issues but we need to hear from everyone if they are not satisfied with the product so we can make it even better.
Last year we made over 1 billion tea bags and had 772 consumer complaints, not bad but those 772 consumers were not happy so we still have room for improvement. Our goal is to make all our consumers happy and by listening to everyone we are taking steps to make that happen on and off line!
Posted by Dean at 8:35 am |
16 Comments »
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That what I love about Bigelow tea gifts
Few years ago I gave my mom awsome tea gift basket for Christmas problem was CUP was broken and cookies were smash so two days after Christmas I phone them up and they send replacement to my mom address
I think that onlyyyyy time I have problem with Bigelow tea ONLY TIME
Comment by Kelly — March 7, 2007 @ 12:24 pm
Here my suggestion for my bigelow tea how about in catalog put more bath spa treatment in tea basket I bought the Green tea spa basket you offer last year for Mother day it is awsome
Bring out new flavors especially hebral and decaffinate parts
So far I love your gift basket and teapots they are really nice
Comment by Kelly — March 7, 2007 @ 10:51 pm
I haven’t ordered from this site, but for someone who uses a screen reader, your site is very well designed. I’ll be sure to report on the success of it when I do. It’s nice to see companies still think about the consumer and not the lining of their pockets.
Comment by Siobhan — March 15, 2007 @ 4:40 pm
I hope Bigelow is in the process of cancelling their ads on the Imus show. I am a tea drinker from way back and have enjoyed your teas and watching your success grow. Imus is not what I would think a responsible company would want to support. I am drinking The Republic of Tea until I hear you have cancelled your ads.
Comment by Kitty — April 11, 2007 @ 10:44 am
BOD
I wish to congratulate you on your responsible and moral decision to remove advertising on the Imus Show. Were you to review his August 18,2006 show where he featured a young African American child in attendance at his ranch rapping and using the “n-word,” repeatedly you would be convinced that you made the correct decision.
Comment by Bettye Baker — April 11, 2007 @ 3:50 pm
While your announcement to teminate your advertising on the Imus In The Morning radio show is your business decision, it is my and my wife’s decision to boycot Bigelow Teas.
You, along with several other advertisers have bowed to external racist pressures. You have let Al sharpton, Whoopie Goldberg, et al, make your business descision for you. In my opinion these people are opportunists that are taking advantage of an unfortunate situation to further their agenda, and your actions have given them validity.
I have disposed of all Bigelow Teas in my home and will never purchase or consume your products again.
Comment by Skip Poole — April 12, 2007 @ 1:21 am
To whom it may concern:
One of the networks recently reported that Bigelow Tea was supporting the Don Imus show and would not pull it ad.
If this is so, please let me know so that I may stop using your product and inform my colleagues, family, friends, and people who are appalled with his behavior.
I love Bigelow Tea but I also love this country and if we intend to rise above and beyond our past we much demonstrate to our children that there is no room for a person like Don Imus on our public airwaves. What he does privately is his business.
I look forward to your response.
Prof. Ron Davis
Comment by Professor Ron Davis — April 15, 2007 @ 12:14 pm
Since you asked, here are my comments:
We get one of your assortment boxes at my office every month or so. It has 10 or 12 different teas. My favourites are English Afternoon, Lemon Lift, Earl Grey and Constant Comment.
I would like to see more loose-leaf teas available in your product line, especially Lemon Lift and English Afternoon.
Your blog needs to be checked for some minor spelling and grammar mistakes. For example, “Customer’s Matter!” should be spelled without the apostrophe. In a recent entry on the history of tea in America you referred to “Champaign”. I think you meant “Champagne”, the sparkling wine from France, and not “Champaign, Illinois”.
Thank you for keeping tea in America.
Comment by geneva — June 18, 2007 @ 6:44 pm
Geneva,
Thanks for your comments.
We have made note of your request for more loose leaf teas and for sure have made the grammatical corrections…thanks for your support of Bigelow and for visiting this blog!
Valorie for Bigelow Tea
Comment by Valorie — June 19, 2007 @ 7:57 am
This is not a comment, but I would like to know why you have discontinued some of your decaf teas…Raspberry Royale, to name at least one.
Comment by Jean — July 21, 2007 @ 2:18 pm
Jean,
When Bigelow decides to discontinue a particular tea, it is due to the annual sales not being met for an item, which is necessary to continue the manufacturing of a product.
We understand that these items could be favorites amongst our valued consumers, and we would suggest that if you can no longer find your favorite flavor in your local stores, you can check the availability to buy directly from us. It is possible we may still have inventory of a discontinued item. We sell our teas directly to consumers by the case. A case is made up of six individual boxes, of one kind of tea. The price range for each case is $17.75 - $19.75, plus shipping and handling. You can order directly by calling us at 1-888-244-3569 or through our website at http://www.bigelowtea.com/shop/tea.cfm
Consumer Service, Bigelow Tea
Comment by Valorie — July 23, 2007 @ 10:28 am
i am not to happy with your tea bags lately.on two different occasions when i was making tea. the tea bags broke and not just once,but a quite a few times.the teas are sweet dreams #508432ph6,and the other tea is pomegranate pizzazz #556074sf7.please get in touch with me what you are going to do about this problem. you may reach me at 2095 9th,st. apt.8 los osos,c.a. 93402.yours truly b.hattrick.
Comment by barry hattrick — December 5, 2007 @ 5:49 pm
Barry,
Thank you for contacting us at Bigelow Tea. We are sorry to hear of the problem you’ve had with our tea bags.
Our Quality Assurance Department would like to examine the tea bags in question. We will be sending you a prepaid mailing envelope so that you can return the some of the tea bags to us, along with the bottom of the boxes that contains the UPC and production code numbers. Their investigation into this matter will help them implement the necessary production changes to ensure that this does not happen again.
We would like to honor our satisfaction guarantee, if you can please forward us your mailing address, that would be great.
Again, we appreciate your bringing this matter to our attention.
Cordially,
Kathy Pangrac
Consumer Service Supervisor
Comment by Valorie — January 2, 2008 @ 12:13 pm
I have started drinking your Constant Comment again, after a several year absence.Are you putting less tea in the bag? The advertising use to state that the bag was good for two cups. Now it doesn’t state that.I rarely made two cups, but I always got a really good one the first time. I usually use 8-10 oz. of boiling water, because I can’t make tea every 30 minutes.I am writing because the tea seems very thin,without much taste. I checked the date, and it’s ok. What gives?
Regards,
Skip Dow
Comment by Skip Dow — January 27, 2008 @ 5:07 pm
Skip,
We are sorry to hear that you feel the flavor of our Constant Comment Tea has weakened over the years. Please be assured that we have not changed the formula of this product.
The reason that we changed the statement on our new packaging to remove the yield statement was not because of a change in the tea but rather because of an overall change in how our consumers use our tea. When we first put the yield statements on our boxes they referred to the number of cups one could get using a tea bag in a pot of tea. This is still true, however, we have found that most of our consumers now make tea by the cup not by the pot and wanted to ‘reuse’ the tea bag. Reusing the tea bag does not deliver the flavor we intend for our tea and so it was decided to remove this statement.
Because you feel the flavor is weak, we would like to sample some of the tea in order to have our laboratory test for you. We would appreciate your returning 3-4 tea bags, along with the bottom of the box which will indicate the manufacturing code number. We will be sending you a prepaid mailing envelope to return this information.
We appreciate your bringing this matter to our attention. If you have any further questions, please feel free to contact us again.
Consumer Department, Bigelow Tea
Comment by Valorie — January 28, 2008 @ 6:26 pm
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Comment by Liz — July 9, 2008 @ 9:40 am