Super Customer Service Stories

[Branca's Mom]

<span style='font-size: 11pt'>I normally love to complain about customer service issues but this time I absolutely MUST BRAG on a company!!!
</span>
<span style='font-size: 17pt'><span style="color: #FF0000">ZAPPOS</span></span>

<span style='font-size: 11pt'>Monday morning I purchased a new pair of Frye Boots</span>. (I <u>love</u> my Fryes!!) <span style='font-size: 11pt'>I went thru the order process, entered my CC and shipping info (chose the free 4 day shipping)and hit purchase. When the conformation screen popped up I saw that they had charged me $35 State Sales Tax!! Now... one of the reasons I order online versus buying in the stores is so I don't pay sales tax. So I get mad and ring up the customer service number. It is answered almost instantly by a HUMAN ! Who is very polite and more importantly I can actually understand him cause he is obviously an AMERICAN He tells me that if I go back and read the order page that it states that 3 states including NC has a distribution center so they have to charge sales tax. yep, my bad!! NOW... I see that, LOL I say Ok, well I sure am sorry about that! He then says, "listen I want to make this right by you, I will upgrade you to VIP membership which always gives you overnight shipping on all purchases and offer you a $10 credit on your order! So, yesterday, I got the boots first thing in the morning via UPS. Unfortunately, they were not exactly the color I imagined. I called Zappos back, got another American, who emailed me a prepaid return label and told me that they would send another color that I wanted. Overnight! Before they even got my Return!! So UPS just delivered my 2nd pair of boots!! and this time the color is perfect!!!

I am blown away with this companies customer service!!! 90% of the time I end up complaining about the lack of good customer service so when I actually get really good customer service I want to tell everyone about it!! I would highly recommend ZAPPOS to Anyone!!!!

Anyone else have really good customer service and a company you would recommend??? </span>

[Liesje]

I've had good luck with HP, and I am a laptop repair technician for half my day, work in an IT HelpDesk call center for the other half, so I know exactly how these things work and am the other end of customer service! When my HP's hard drive died, I decided to replace it under warranty and have some other minor issues fixed as well since I'd already paid for the warranty. I went onto their support chat. The person on the other end sent a box to me the next day. I dropped it off at Kinkos on a Wed. night and had my computer back, fixed on my desk on Friday morning.

I also had good service from http://www.muckbootsonline. I ordered a pair of high quality work boots, wore them for a year, and somehow one cracked along the sole after a year. They paid for return shipping and sent me brand new boots within a week.

[SunCzarina]

Brecks bulbs. Last year I ordered over 100 tulips and a sack of crocus after I ripped out a mangy old hedge and installed a raised bed along the driveway.

When the bulbs arrived, 3 of them had a spot. I called on principle. They sent me a whole new order - not 3 bulbs, a whole new order.

[GSDSunshine]

We have been in the process of replacing our things that were taken when our house was robbed and bf decided to consider buying a Toshiba laptop. Well he had some questions and ended up saving $150 and getting more than the base price model. including a 3 year warranty. Very helpful.

[angelas]

I love Chapters.ca!

I am a indescribable bibliophile. If I don't have a book with me I am either REALLY sick, or aliens have abducted the real me and they didn't do their homework before sending in my body double.

Chapters has never let me down.

They have never sent me the wrong item/edition.

They have never overcharged me.

Fast shipping even on the free ship option (3-9 days, never has it taken more than 5 business days from time of shipping confirmation). 2-4 days on the premium shipping option and they usually hit right on the 4 day mark (ships out of either Vancouver or Missisauga, not really any way to cut down the time further than that). Even shipping for used/rare books to come up from their American partner has be relatively fast (they say 3-4 weeks, but it has never been anywhere close to that, one was 15 days from time of order, never mind shipping it out).

The only bad thing is that I am not that patient waiting once somethings ordered. (Currently waiting on 5 Rottie/dog books in the mail, 4 more to ship, 2 of which are preorders not to be released until January and February).

I have never had a time where I needed to call their customer service, but even if I needed to do a return I don't have to mail anything. I can just take the item in to the local Coles store with the packing slip and what not. And I have nothing but praise for the friendliness and knowledge of the staff there.

Okay, so there is another bad thing. I'M RUNNING OUT OF SHELF SPACE!!

[Cassidy's Mom]

Ditto on Zappos! I always choose the free standard shipping, and on every order they've upgraded me to overnight shipping. They claim that if you order by 11:00 Pacific time they'll send your order out the same day. Well, once I ordered at 5:30 PM and I got an email before I went to bed that night that they had shipped my order. I got it the NEXT DAY, less than 24 hours after I placed the order, and I'm in California - WOW! And because they offer free return shipping there's no risk in trying a few different styles or sizes if you're not sure which will work. If Zappos doesn't have a particular color or size in stock you can sign up for them to email you when it's available, which is another nice feature.

I also like onlineshoes.com. They have free shipping too, it's not overnight, but if I order something today they'll ship it tomorrow, and I'll have it in 2 days. They also have an amazing variety of shoes, and I've never not been able to find the color and size I wanted in stock.