don't let communication be the weak link

For the past few weeks I have been on the look out for a decent set of wi-fi speakers, and the other day was lucky enough to find some.

The good people at Littlewoods had (the rather brilliant) Sonos Play 1s reduced to £119 from the best part of £200. A pre Xmas bargain too good to miss, and 10 minutes later the said product was purchased - all in all, a relatively pain-free process.

The speakers were due for delivery yesterday so just to check everything was on track, I logged in to my account. The words 'Your order has been declined' were not what I expected to see.

Not a problem, I'm sure a call to the customer service department would sort this little mis-understanding out and my speakers would soon be on their way.

As it turns out Littlewoods didn't, and the speakers weren't.

Apparently my speakers were priced in error and the retailer had sent an email out to all its 'agents' informing them of the balls up.

Surprisingly, for a retailer of Littlewoods' standing, what they didn't do in any way, shape or form was tell me I wouldn't be getting my speakers. Not email, no text, nothing.

Being an understanding fellow I didn't have a problem with the pricing error. What I did have a problem with was not being told I wasn't getting my speakers (due to a pricing error) at all.

The moral of my story? Most people won't have a problem with your brand if you make an error but make an effort to explain the situation and apologise. Keep quiet and bury your head in the sand - and the problems for your brand are only just beginning.