The best customer service!
I used the online form and requested 2 points of information any respectable organisation should be able to provide:
- the email address to send the information that has been requested of me
- confirmation of/and provision of the complaint's procedure (not interested in the Code of Ethics)
The customer care team could do with a bit of 'coordination' and education as the page clearly states, "We will answer you within 2 business days.". Day 2 is now past, and I haven't heard anything yet, you need to take responsibility for the poor-quality products you produce.
Based on previous comms on a different matter, I would also recommend some customer service training (for your reps and Customer Care Coordinators) it is always courteous to professionally announce yourself in your communications before asking the recipient to provide any of their personal details, you might as well have asked me for my bank details - you didn't even tell me 'Who' you are, how rude! 'customercare' at moleskine.com