Amazon Shipping customer stories
How Amazon Shipping helped Nature Spell transform its Trustpilot score from 1 to 4.2 stars
Discover how Nature Spell transformed parcel delivery and increased customer loyalty with Amazon Shipping, improving parcels delivered on time to customers from 76% to 98.4%.
Founded in 2009, Nature Spell introduced Indian cosmetic techniques to the western market. A burgeoning family business that started at the kitchen table, Managing Director, Sach Gulati, and his siblings developed a range of natural and affordable hair and skincare products that quickly took off.
Today, Nature Spell retails in 2,000 UK stores, on numerous online marketplaces, and via social media. The business has grown from being only family-run, to a global team of 50 and the brand sells tens of thousands of units a day.
But Nature Spell had been suffering from poor parcel delivery services which were impacting growth. That’s when they turned to Amazon Shipping – a parcel delivery service for products sold through any e-commerce selling channel, not just Amazon.com. Amazon Shipping can pick parcels up from Nature Spell’s warehouse and deliver them to their customers. With Amazon Shipping’s support, Nature Spell has overcome their delivery challenges and continued their inspiring success story.
But Nature Spell had been suffering from poor parcel delivery services which were impacting growth. That’s when they turned to Amazon Shipping – a parcel delivery service for products sold through any e-commerce selling channel, not just Amazon.com. Amazon Shipping can pick parcels up from Nature Spell’s warehouse and deliver them to their customers. With Amazon Shipping’s support, Nature Spell has overcome their delivery challenges and continued their inspiring success story.
Tackling a one-star Trustpilot score
Sach explained how delivery challenges were affecting Nature Spell’s expansion.
“While the brand grew exponentially, we were having significant challenges with our shipping service. One courier was losing 24% of our parcels and a one-star Trustpilot score made that painfully evident.”
It wasn’t just deliveries causing headaches for Nature Spell, collections were problematic too. For example, one provider used an outdated bagging system that “felt like something from the 1990s”, meanwhile, another service “scanned every parcel in front of us before their drivers competed for the pickup”, creating a poor experience. “And nobody could accommodate short notice spikes in demand,” Sach said.
“While the brand grew exponentially, we were having significant challenges with our shipping service. One courier was losing 24% of our parcels and a one-star Trustpilot score made that painfully evident.”
It wasn’t just deliveries causing headaches for Nature Spell, collections were problematic too. For example, one provider used an outdated bagging system that “felt like something from the 1990s”, meanwhile, another service “scanned every parcel in front of us before their drivers competed for the pickup”, creating a poor experience. “And nobody could accommodate short notice spikes in demand,” Sach said.
“Our shipping partners were letting us down and our business was suffering even though we were getting the manufacturing and marketing right. We desperately needed to change this."
But Nature Spell needed an affordable delivery service, and many national delivery service providers were quoting almost the value of the product.
"How can we charge a customer £8 for the product and £6 for delivery? Thankfully, Amazon Shipping offered us a rate that was significantly better, coupled with a Next-Day tracked service.”
"How can we charge a customer £8 for the product and £6 for delivery? Thankfully, Amazon Shipping offered us a rate that was significantly better, coupled with a Next-Day tracked service.”
Building brand loyalty through delivery
Nature Spell decided to try Amazon Shipping - a move that improved its delivery capability and customer satisfaction.
“Onboarding was easy, with technical support from day one.” And Nature Spell could quickly connect all the platforms they sold on.
After signing the contract, Amazon Shipping’s sales manager supported them for a full year. “Amazon Shipping builds relationships, which is important to us.”
Today, Sach maintains this relationship with the Amazon Shipping team, regularly meeting with Nature Spell’s account manager at Amazon Shipping’s offices.
“Onboarding was easy, with technical support from day one.” And Nature Spell could quickly connect all the platforms they sold on.
After signing the contract, Amazon Shipping’s sales manager supported them for a full year. “Amazon Shipping builds relationships, which is important to us.”
Today, Sach maintains this relationship with the Amazon Shipping team, regularly meeting with Nature Spell’s account manager at Amazon Shipping’s offices.
Improving parcels delivered on time from 76% to 98.4%
With Amazon Shipping’s support, Nature Spell has achieved a significant improvement in the number of parcels delivered to customers on time, positively impacting brand loyalty.
“Amazon Shipping gives us a 98.4% success rate on Next-Day tracked parcels. Should an unexpected issue arise, the claims process is quick and easy via the online account. Other delivery providers made us jump through hoops before we got anything back,” said Sach.
This performance means Nature Spell can tell customers to expect their parcel within two working days, knowing 98.4% will receive it the next day, “either exceeding expectations or meeting them”.
Sach feels finding the right shipping service provider has been key to their growth because delivery no longer negatively impacts the customer experience.
“Amazon Shipping gives us a 98.4% success rate on Next-Day tracked parcels. Should an unexpected issue arise, the claims process is quick and easy via the online account. Other delivery providers made us jump through hoops before we got anything back,” said Sach.
This performance means Nature Spell can tell customers to expect their parcel within two working days, knowing 98.4% will receive it the next day, “either exceeding expectations or meeting them”.
Sach feels finding the right shipping service provider has been key to their growth because delivery no longer negatively impacts the customer experience.
"As a result, our brand loyalty has risen significantly across all platforms with 25% of customers repeat purchasing. It’s transformed our Trustpilot score too, which now stands at 4.2 stars."
Drawing on his rapidly growing e-commerce experience, Sach offers valuable advice for other retailers looking to improve their delivery services.
“Focus on the entire journey and take responsibility for all aspects of it. When you provide the best possible experience, and make everything as smooth as possible, your customer will come back.
To achieve this, you need the right team and partners in place,” he said.
“Focus on the entire journey and take responsibility for all aspects of it. When you provide the best possible experience, and make everything as smooth as possible, your customer will come back.
To achieve this, you need the right team and partners in place,” he said.
Overseas growth with Amazon Shipping
With Amazon Shipping now managing deliveries, Nature Spell can concentrate on what matters most – nurturing brand growth and exploring new market opportunities. Having recently launched products in the US, Nature Spell has asked Amazon Shipping to extend its support internationally. Ambitious plans are also on the horizon for Nature Spell’s expansion into Europe and India.
“Amazon Shipping is very customer-centric. While other delivery providers try to capture more market-segment share, Amazon Shipping focuses on who they are and the businesses they serve. We’re excited to grow our business around the world. And when you can depend on a great delivery service provider, you proactively work together, hand in hand,” concluded Sach.
“Amazon Shipping is very customer-centric. While other delivery providers try to capture more market-segment share, Amazon Shipping focuses on who they are and the businesses they serve. We’re excited to grow our business around the world. And when you can depend on a great delivery service provider, you proactively work together, hand in hand,” concluded Sach.
How to get started
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