I had a few frustrating experiences this week, all followed by fantastic customer service! I wanted to pass on the cheer.
Two packages were stolen from my steps this week: shoes from Nordstrom (UPS) and two pullovers from Banana Republic (FedEx smartpost, so delivered by USPS).
Rather than trying to deal with UPS at all, I just called Nordstrom and explained, and they instantly gave me a refund! It's not even their fault in the least, but I imagine this occasional expense is factored into their business plans. Sadly, the shoes are sold out in my size, so I won't get them... but at least I have the money back.
Buoyed by that, I thought I'd try Banana Republic as well. Same experience! They quickly placed a replacement order. I asked them to send it to my work address this time.
And then, I noticed that an Everlane return still hadn't been processed after a month. I emailed them to ask if I'd see my money soon. They, too, gave me a refund right away (before having the package in hand) - and they even gave me a gift credit to replace the one I'd used to pay for part of that order, even though the original credit was a one-time thank you gift from them, not something I could keep in my account. And, they told me when their next open studio day is, so I can go try things on in person and avoid the cycle of buying and returning by mail. (They're a few blocks from me.)
Such a pleasant resolution to three stressful events!
I'm working out new methods of getting shipments so nothing can be stolen - I'll either use a mailbox at the local UPS Store or ship to work (slightly frowned upon).
Any other great customer experiences recently?
