Enclosed Customer Experience Philosophy
Delivering The Extraordinary
We want every [ENCLOSED] box to deliver an extraordinary experience for both the gift-giver and the recipient. Moreover, we want that spirit to be reflected in every interaction with us whether it is by phone, email or in-person. (That is what gift-giving is all about, right?)
But we wholeheartedly acknowledge that our service may not be the best fit for everyone. Some find our offerings scandalous! (We think that the sexy romantic nature of our gifts is wonderful.) Similarly, our products are expensive to make, and a luxury concierge service is not cheap to deliver. If you feel we are too expensive, we are happy to refer you to another service that may be more to your liking. But we remain unapologetically sexy, romantic and yes, expensive.
Doing Good Business
We try to do business in an ethical, honest and transparent fashion. When we make a mistake we always strive to take responsibility for what we did wrong and do our very best to make things right as we want every [ENCLOSED] experience to be superb. (See #1!)
Part of being honest is acknowledging that not everything is under our control. Packages get mis-delivered. Gift recipients don’t always appreciate the thought behind the gift. As a policy, we will not apologize for nor take responsibly for things that are out of our control.
Mutual Respect & Honesty
We genuinely appreciate and respect every customer. We hope that our customers treat us with the same spirit of honesty and respect. It's not only frustrating, but saddening to us as people when a customer tries to take advantage of us or find "loopholes" in our system or offers. For example making a charge-back on your credit card or falsely saying you did not receive a package is no different than slipping an item into your bag to steal something at a brick-and-mortar store.
Just as we sincerely value each customer, we also stand by our employees. They work extremely hard to make each [ENCLOSED] experience wonderful. As such, we will not tolerate an employee being spoken-to (or written to) in a rude or unprofessional manner.
Feedback & Making Things Right
We treasure your feedback, both positive and negative, so please share your insights and opinions.
If you feel we have let you down, please work with us to give us a chance to make it right. (See #2!) And trust that we will do our best to rectify the situation and make you happy. But we need you to work with us. If you “threaten” to post a bad review on social media, you aren’t going to get better service from us. We work in good faith based off our principles, and seek to avoid that sort of negative relationship with our customers. But do post a review because we want the reviews to fairly reflect the reality of our service. You can leave a review for us on Facebook.