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All these lapses in focus on the little things that really matter to people will do exactly that.
It all seems to reek of someone sitting in a position of power who has zero idea about the on the ground implications these decisions have, making them purely because short termist cost savings count as ‘success’ to investors purely looking for financial gain.
One thing which I always enjoyed about Rapha, especially when I worked there, was the attitude of genuinely caring about customers, often too much.
Dick-
Based on my current experience at my work, I'd hazard a guess that a 3rd party consultancy firm is currently going around making suggestions on how to cut costs, and they've been directed/contracted by the investment company.
In the short term there'll be enough of a saving to make the consultancy firm look like they're worth their fee.
NurseHolliday
P.S. I told Rapha about the missing parcel, before my colleague delivered it to my room, and they gave me a £225 voucher code so I could just re-order the stuff. Given the appalling level of service Hermes provides, I doubt this will be a one-off. On that basis, it seems it might be a very expensive way of destroying brand value if Rapha have to give out vouchers for all the stuff Hermes can't be bothered to deliver.
I hasten to add I let Rapha know I'd found the box and didn't use the voucher.