Graham Chastney

In our kitchen we have a Brabantia bin and it might sound sad, but we really like this bin. It’s really well designed – practically and aesthetically.

It has a really nifty push lid that lifts up when you press it. When you are working in the kitchen you don’t really want to be fumbling about lifting a lid. To close it you just press it shut.

The other week, however, we came to press the bin lid down to close it and it wouldn’t stay down. When I looked at the lid action part of it was broken.

This bin wasn’t cheap and we’d had this bin for a couple of years so I wondered whether it was possible to buy spare parts for it. While searching around the internet looking for a spare I discovered that Brabantia bins come with a 10 year guarantee. Having had a quick look through the drawer where we keep this kind of information without any luck I thought I would see what they said if I sent them an email.

The next day I had an email with a couple of questions. Having replied to the question I was sent another email with a PDF file containing a shipping notice for me to send the old one back. A few days later I had an email telling me that  a new one was being shipped. This morning, early and with a startlingly loud knock on the front door from the postman, a new one arrived.

I had no proof of purchase, I couldn’t even remember the purchase date to anything more accurate than a couple of months.

This was really good customer service.

The process was a simple straightforward one that resulted in me being a very satisfied customer.

In customer satisfaction terms people talk about promoters, neutrals and detractors – in the case of Brabantia bins you can count me in as a promoter.