Customer Success Stories

Switching from a failing 3PL provider

How Mr Tubs saved customer service time and scaled up with Zendbox

Backed by a faster, more accurate fulfilment service, Mr Tubs could keep up with increasing order volumes following the COVID-19 boom, which enabled the brand to grow rapidly. Mr Tubs also spent less time and labour on handling customer queries, supporting disruption-free operations.
Mr Tubs rates Zendbox
4.8
“When we partnered with Zendbox, we saw an immediate impact on our business with more satisfied customers.”

Jamie Haydon, Co-Founder of Mr Tubs

+100
Hours saved per week
4.7
Increase Trustpilot score from 3.6 to 4.7
95%
Decrease in customer queries

Key achievements

Improving the speed and accuracy of order turnaround at Mr Tubs had a significant positive impact on the business

+100
Hours saved per week
+1.2
Increase in Trustpilot
rating from 3.6 to 4.8
95%
Decrease in customer queries

Challenge

Like many other eCommerce businesses, Mr Tubs experienced a boom on the back of the COVID-19 pandemic, going from a relatively small, aspirational business to a #1 Amazon bestseller in its category. The previous fulfilment providers that Mr Tubs worked with were unable to keep up with the brand’s increasing order volumes and, therefore, held the business back from progressing. Among the problems that Mr Tubs faced were daily customer complaints about slow deliveries, missing orders and/or incorrect items received. Dealing with these issues ate away at the team’s commercial energy to grow the business.

Solution

After several poor experiences with other 3PL providers, Mr Tubs decided to partner with Zendbox on recommendation from a marketing agency that worked with the brand on its advertising activities. Zendbox transformed Mr Tubs’ fulfilment process, ensuring that customers received their orders the next working day and in the condition expected for maximum customer satisfaction. Consequently, the Mr Tubs team are dealing with far fewer customer queries and are, therefore, able to devote more time to other areas of their business. Customer perception of the brand has also been enhanced, with the result reflected in more 5-star Trustpilot reviews.

Transitioning from in-house fulfilment to 3PL

Upon realising that they had a great product, Jamie and Tom initially believed that they would work with a 3PL provider from the get-go.

“We thought we would receive a huge wave of orders to warrant outsourcing,” Jamie says, “but it was a pipe dream really. In the end, Tom and I self-fulfilled via Hermes and Parcel2Go until we grew to such a point that there was no way we could continue to either contract pack orders or fulfil in-house.”

At this stage, Mr Tubs decided to outsource the fulfilment process, but it was a long journey to finding Zendbox, as Jamie explains:

“The 3PL companies we worked with prior to Zendbox were all equally frustrating to deal with. They actually caused more problems for our business than they solved – we were receiving daily emails from our customers about slow deliveries, missing orders, and incorrect items received. We were facing the challenge of being a fast-growing eCommerce business, but the 3PL providers we worked with couldn’t keep up with us.

Choose a 3PL partner that can grow with your business

It was not until Mr Tubs partnered with Zendbox that the brand’s fulfilment operations were transformed for the better, enabling the business to cater for an increasing volume of orders. Jamie says, “With previous 3PL providers we had worked with, we were dealing with 10 to 15 customer queries about missing orders every day. We would have to go back to the fulfilment provider regarding these issues, and we wouldn’t get a reply for at least 48 hours. 

“We would then have to explain to our customer that we’d love to help them but couldn’t. In the meantime, the list of emails we received would continue to grow. By the end of the week, we would be dealing with 100 or more outstanding issues, which ate away at our commercial energy to grow the business.

“When we partnered with Zendbox, we saw an immediate impact on our business with more satisfied customers. It was radio silence when it came to customer concerns. The relationship we have with Zendbox is excellent. If I raise a query with the team, they get back to me quickly. Their communication is extremely amicable, and they take their time to understand us and our frustrations. They’ve ultimately got our best interests at heart.”

The most impressive aspect of Zendbox is the service the team provides. The end-customer places an order on our website or on another of our sales channels, and they receive their products in a timely manner and in the condition they expect. Zendbox enhances the customer’s perception of our brand with a great service. Partnering with Zendbox for our fulfilment was the best thing we did – our headspace has been freed to focus on growing our business and our customers are genuinely not disappointed.

Jamie Haydon
Co-Founder of Mr Tubs

Smooth onboarding with an extensive product range

Reflecting on the onboarding process at Zendbox versus other fulfilment providers, Jamie says, “Zendbox did an exemplary job. There weren’t many headaches during the process, and it was refreshing that if there was a query from Zendbox – about SKUs and how we set these up, for example – the team understood it straight away and came back to us with solutions to problems, advising us on how and why we should rename a SKU.

“The team were very, very proactive during onboarding and got under the skin of what is usually a daunting task, particularly because we have an extensive product range. Some of the frustrations we encountered during onboarding with previous 3PLs were related to inventory and channel syncing, but this was handled correctly at a click with Zendbox. It was absolutely brilliant.

We were amazed by how quickly we were onboarded. Zendbox was very transparent from the very beginning on how long the process would take, but everything was live within the specified timeframe. Zendbox was professional throughout and nailed the onboarding process first time.”

Summary

Outsourcing the fulfilment process to Zendbox has strengthened Mr Tubs’ brand authority and credibility, with the business able to deliver on its promise of shipping the correct products to their customers the next working day. Jamie says, “This ultimately leads to repeat business because customers aren’t disappointed. If they like our product and it’s backed by good service, that promotes loyalty.”

Zendbox helped Mr Tubs achieve:

Time savings for the brand

By spending less time on managing customer queries about missing orders and other issues, the Mr Tubs team is able to focus their time and energy on other areas of the business.
Faster and more accurate order turnaround

An improved service meant there were fewer order errors and delays, which ultimately had a positive knock-on effect with a reduced number of customer complaints and WISMO queries.
Reduction in customer queries

Mr Tubs used to spend over 100 hours a week managing customer queries due to a poor-quality fulfilment service. Now, there is less strain on the brand's customer services.
Improved brand authority, credibility and loyalty

Supported by a premium fulfilment service from Zendbox, Mr Tubs enjoys greater brand authority and credibility within the sector, as well as increased customer loyalty.
More 5-star reviews

Customers of Mr Tubs are receiving the products they ordered on time and in the condition they expect, which is reflected by an increase in 5-star Trustpilot reviews for the brand.
Happier customers

Delivering the right products to the right customers quickly means happier customers for Mr Tubs. This is ultimately driving repeat business to the brand's sales channels, helping to boost revenue.

How Mr Tubs rates Zendbox

Overall
“Working with Zendbox has been a really good experience overall.”
Quality
“Our customers are not disappointed.”
Scheduling
“Mr Tubs was onboarded with Zendbox in the specified timeframe. The team’s handling of the process was exemplary.”
Cost
“We go to bed every night knowing that we’ve got the right fulfilment partner and you can’t put a commercial value on the amount of free time Zendbox has given us to grow other areas of our business.”
Willing to refer
"Zendbox is not the cheapest, but it is the best."
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