Yoisho shopping experience
Recently, I intended to buy (for the first time) something from Yoisho website for my 13 y/o son, who became a matcha fan. I was looking for the ceremonial grade matcha.
'intended' is as far as I got on this website, upon which I wrote a formal and detailed email to the Yoisho team, explaining what went wrong on their website during the check out process, with my best of intentions toward helping them improve the shopping experience. I explained about the partially negative public view on their webshop partner shop.app and more importantly, about the only, but failing payment option via creditcard (the site does not accept Visa). I also explained how my creditcard data are now on the shop.app site, while being unsuccessful in purchasing a matcha from them for my son. I asked them politely about their thoughts.
I got no reaction, so I nudged them after a week, especially also, since all of a sudden I started getting unwanted marketing emails from them (for which I did not knowingly subscribe). I received 3 in a week's time.
I wrote them again, telling that I did not get any response, but did get 3 marketing emails.
Finally I get a short response that they stopped the marketing emails, but still not a word about the shopping experience.
So, I wrote them a last email, still asking about their thoughts on my email about the shopping process.
I have not received any word from them since (a month).
Needless to say: I do not trust Yoisho and their team.
If you as a company care so little about your customers that a few words of recognition on problems encountered is too much, if answering factual and well-intended email is too much, then just step out of the market. You do not deserve business success.
Perhaps you do not care about a customer lost, but you definitely lost me. I'll buy from your competitors.