Pauls, a boutique brand of luxury fashion and jewellery jewellery shop, is known for offering a range of styles that include hand-made jewellery and bespoke jewellery for men, women and children.
But recently, Pauls was the target of an email campaign that was so annoying, it prompted the chain to suspend its free shipping plans for the UK and Canada.
The campaign was started by a user who said he was interested in buying a pair of Pauls’ shoes.
Pauls responded by telling him to get in touch with the brand’s UK head of communications, Paul Sillman.
“You are a very valuable customer who we’d really like to keep as our customer,” Sillhammer wrote to the customer.
The customer responded by saying: “Please stop.”
The email said Pauls had decided to discontinue free shipping on the UK due to a lack of customers.
“It’s been a difficult week for Pauls and we are disappointed in the response and we regret to inform you that we will no longer be able to offer this service for the foreseeable future,” Pauls said in a statement.
“We have had to make changes to our policies to ensure that we can continue to provide the best value for our customers and we apologise for any inconvenience this may have caused.”
Pauls also sent a message to its Canadian customers that the company was making the changes necessary to improve the way its customers receive email.
“Our customer service team will continue to offer our products and services in the same way as we always have, as a trusted and trustworthy partner,” the company said in the statement.
But the company has since changed its policies and will now offer free shipping again to customers in the US, Canada, Australia, New Zealand and the UK.
The company also posted an apology on its Facebook page.
“While we apologise to our customers for the disruption, we have been able to ensure our delivery of our products remains fast and reliable and we will be providing free shipping to our US and Canadian customers again,” the statement said.
“Pauls has worked hard over the past few months to improve its service to help ensure we deliver a great customer experience.”
Paul’s said it was disappointed that its customer was unable to use the free shipping plan.
“Although our aim was to be able, within the first 24 hours, to offer you a free shipping option, the response to our email has been so overwhelming that we have decided to temporarily suspend the service,” the chain said.
Paul Sallman said in an interview that he would have liked to have been notified about the email campaign but had no idea the campaign was happening until after he received it.
“The message was clearly intended to be a personal attack, to send the wrong message to our loyal customers, to make them feel they were not valued,” Sallhammer said.
He said he had not received any complaints from his customers, but would be speaking with them.
Sallmans wife, Jill, told the Australian Broadcasting Corporation that the chain was a good brand, but it would have been nice to have heard from Pauls sooner. “
What I was actually disappointed by was the reaction of Paul’s customer who got in touch to say that Pauls hadn’t done enough to stop this and that they would not be returning any of their orders.”
Sallmans wife, Jill, told the Australian Broadcasting Corporation that the chain was a good brand, but it would have been nice to have heard from Pauls sooner.
“A couple of months ago, they had a nice promotion in Australia, they sent a mailer, and the response was fantastic.
But now I think we’ve got a different experience,” she said.
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