An Elderly Man Wasn’t Sure How To Shop Online, But Instead Of Laughing, The Retailer Did Something Amazing.

Technology is moving at an unprecedented rate. Even twenty-somethings can get confused when groundbreaking apps get released every other day. So imagine just how difficult it is to have grown up your whole life without computers, and then seemingly overnight, they become an essential part of every day life.

Such was the issue faced by seventy-three year old Australian grandfather Trevor Head.

A former train conductor, Head was browsing online when he saw something he wanted to buy from Kogan, an internet retailer.

He had his eye on a digital breathalyser, but since he didn’t have a credit card, Paypal account or any other means of performing online transfers, he did the next best thing he could think of.

He sent a letter to Kogan with $15 and a handwritten note requesting purchase of the breathalyser.

Kogan,

Please find enclosed $15 for the purchase of a DIGITAL BREATHALYSER as advertised by you on the internet.

Thanking you, yours faithfully, Trevor.

Whereas most retailers would probably ignore or return such a letter, Kogan went above and beyond.

Kogan not only sent the breathalyser, but they also included a $100 dollar gift card and a lovely response.

Hi Trevor,

Thanks for your lovely note. We unfortunately do not normally accept mail orders with cash in an envelope.

As a 100% online store, the transaction must normally go through our website, Kogan.com.

We do make it as easy as possible by accepting a range of payment methods, including credit card, PayPal, gift cards, interest free and rental options.

However, your letter really made me and the team smile, so we’d be more than happy to help you out in this instance. Included in this package is the breathalyser product you ordered.

You can also reach me on my personal number XXX-XXXX-XX and I’d be happy to run you through a quick tutorial to show you how to shop online (so you can ditch snail mail) at our website, or any other online store.

To get you started, I have included a $100 Kogan.com giftvoucher so you can practise your online shopping skills on any of the thousands of products we have in stock.

All the best, Ruslan Kogan, founder and CEO of Kogan.com

We think this act of kindness from Kogan just earned them a lifetime customer!

Indeed, Mr Head said he was very appreciative of Mr Kogan’s gift, and would consider taking up some internet lessons.

He confessed the whole online world often confuses him. “Sometimes, these boxes just pop up on screen and I don’t know what it means so I just shut the computer down,” he said.

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