Tag Archives: customer services

  • Danish blues

    December 17, 2016
    The Frockers have a severe case of the Danish blues... Denmark's postal service has twice failed to deliver a parcel to one of our customers, whose address they insist is 'unknown', despite being confirmed by the customer and verified by PayPal. It's not even as if it is out in the sticks as it is in downtown Copenhagen. Moreover, it is so easy to find using the zoom facility on Google Maps that we were able to scroll along the street and screenshot the customer's flat from our Forfar office!
  • London calling

    February 8, 2015

    oxford street

    We would like to notify customers that the frockers are taking a break to visit London from Wednesday 11th until Tuesday 17th February. We will continue to tweet, wifi permitting, from the deep south and still also hope to be able to post pics to the #frockerychallenge group, which co-opted frocker Janice is looking after in her usual efficient fashion.

    During our absence, all incoming orders will be processed through our online checkout as usual, but there may be some delay in dispatching items as the human element will be missing from active frocking operations, with only a techie frocker on stand by. Orders received on Tuesday 10th will be sent out prior to our departure, then normal service will be resumed from the following Tuesday 17th. All orders received while we are away will be dispatched as a matter of priority upon our return and we'll catch up with any outstanding enquiries as soon as we possibly can.

    Please accept our apologies in advance for any inconvenience caused.

     

  • Meet the Frockers

    July 6, 2010

    We occasionally get telephone calls or emails from potential customers who want to reassure themselves that we are a legitimate business, run by real people in the UK, before they commit to shopping online at The Frockery. This is an entirely sensible course of action in our opinion as the internet has its fair share of opportunists as well as opportunities.

    For the record (but you can still call us!), we are a small, family run business which is based in the Angus county town of Forfar.  We do not have a bricks and mortar shop and are therefore not open to the public. We started trading online in 2007 and have built up a loyal customer base which is every bit as diverse as the items we sell. We love vintage and retro fashion, we abhor waste and we recycle almost everything, which is probably why you may receive your vintage hat in a recycled cornflakes carton!

    The Frockery team is small but perfectly formed and we thought you might like to ‘meet the Frockers’!

    Alison – chief frocker

    Alison has lived  through most (but not quite all) of the fashion eras featured on The Frockery website. As a child, she was dressed by her seamstress mother in some strange creations, often involving crimplene, but came of age in the early 70s as a student whose fashion sense was sometimes questionable but never boring. She has collected and worn vintage (formerly known as second hand) clothes for as long as she can remember, her only regret being her expanding waistline which has rendered some of her favourite pieces unwearable (although it has to be said that 1970s wrapover skirts make fine aprons).

    After spending seven long years working as a parliamentary researcher on portfolios as diverse as children, education, enterprise and waste, the Frockery was born when her last MSP boss lost her seat. Combining as it does a lifelong love of vintage and retro clothing and a deep distaste for throwaway trash fashion and waste, it seemed a natural progression and a convenient way of reducing the vast personal collection that was threatening to engulf the family home.

    Kirstin – model daughter

    Kirstin is the model daughter of the family who features prominently on our website and proffers much advice in her role as Frockery fashion guru and stylist. A graduate of the Glasgow School of Art, she derives inspiration from vintage items and fabrics and has recycled many of her late grandmother’s treasures to create unique new looks. She also regularly wears her mother’s ‘old’ clothes, often adding a contemporary twist, and has been spotted and photographed by street scouts who appreciate her quirky style. We love it too, which is why she is such a key asset to our business.

    Daniel – computer geek son

    Daniel is the family’s IT expert and can fix almost anything that goes wrong with a computer (with the possible exception of the blue screen of death).  He is a qualified Microsoft engineer and currently completing a degree in network security.  He keeps the Frockery hardware running smoothly, but frequently loses patience with those of us who don’t understand what he is on about. He doesn’t much care for vintage clothing, preferring to spend upwards of £60 on a T shirt, but we are working on him!

    Tom – web developer and adopted son

    Tom is a star in many ways. As the young owner of Clear Blue Designs, not only does he do all the incomprehensible (to Alison) technical things with the website, but he is also, literally, an all singing, all dancing talent who performs regularly at concerts, cultural events and festivals, including the Edinburgh Fringe.

    Alison met Tom on the internet some years ago and was immediately impressed by his professional expertise as well as his friendly manner and infinite patience with the technically challenged. He has now become an adopted member of the Frockery family and keeps a number of other websites running for us.

    And last but by no means least:

    Johnny Frocker– vintage husband

    John and Alison met in 1981 and started married life in Notting Hill long before it became posh. Portobello Road market was always a favourite haunt and still is on occasional visits south, although John can now be heard muttering “How much?” at regular intervals before taking welcome refuge at the Inn on the Green.

    John has an entirely sensible day job as a management consultant who specialises in legal stuff which is unfamiliar and highly tedious to most ordinary people. He is also very good at accounts. If our joint phone is answered in our shared office by someone from JWA, you’ll know you have also reached The Frockery!

    John has his own collection of original vintage clothes, including his now skin tight wedding suit and lots of other things that have ‘shrunk’ over the years. He does, however, own a fabulous vintage olive green Burberry raincoat and a vintage Crombie coat, neither of which he will part with, along with 18 suits that still fit, a vast collection of cufflinks and some seriously dodgy ties.

    He provides the brawn for moving paraphernalia when we go to vintage fairs and has once or twice been mistaken for John Otway. He has also been known to act as a ‘template’ for Frockery customers seeking 42” jackets or 34L trousers.

    That's about it!

  • Royal Mail rant

    December 29, 2009

    Strikes, delays, lost parcels and general indifference on the part of Royal Mail have caused headaches to many small online enterprises over the past year, including The Frockery, so we thought we'd blog an end of year rant before focusing on rather more positive news in future posts.

    Royal Mail is in fact the weakest link for many small ecommerce businesses who need to send goods from A to B at reasonable cost and expect delivery to be made within a reasonable timescale. In short, Royal Mail simply can't be relied upon and seem to be getting worse, a complaint that is regularly raised on various business forums.

    Several of our pre-Christmas orders have not yet reached customers and we are left wondering if they ever will. Yes, the weather has been especially inclement and most reasonable people will understand that some slight delays and disruption to normal services are inevitable. However, it is becoming less likely that parcels will actually reach their destination unless we pay through the nose for special delivery - and even then, there is no guarantee, as we found recently to our cost. One customer emailed last week to say she had just received the dress she ordered in September and which had been posted to her the same day. Naturally there was neither apology nor explanation as to where it had been for three months.

    Claiming compensation is made so difficult that there is almost no point in bothering. The hoops are designed to be so difficult and time consuming to jump through that it is often less troublesome to take the financial hit than waste time and energy filling in the paperwork. What it means is that small online businesses are effectively held to ransom by a combination of Royal Mail bureaucracy, the whims of the postal workers' union and the vagaries of the weather. We lose out every time.

    Our New Year's resolution is to send goods by alternative means such as courier services where practicable, and by recorded or special delivery when using Royal Mail. We will of course endeavour to keep our shipping costs as low as possible for our customers who will always receive a full refund in the event that their order does not arrive. What a pity Royal Mail can't do likewise.