Okay, I don’t know what’s been going on lately, but Neal and I have been having some good customer service lately. We recently placed an order at Domestications.com for an Adirondack loveseat to go on our deck area here at the new apartment. It was a good price for one, but still wasn’t cheap, so we were disappointed when we started to put it together and very few of the pre-drilled nail holes lined up. This didn’t deter us too much, but the splintering support piece certainly did. We soldiered on a bit longer until we had a front decorative support piece that had someone’s handwritten measurements and other numbers on it. On the front of the piece, that is, that shows quite a bit to the front of the loveseat. Big numbers.
We finally gave up and emailed Domestications.com and let them know how disappointed we were. This thing was a huge pain in the rear to ship to us (and had added handling charges because it was so large, heavy, and unwieldy). I explained that I would really like to just return it (we’d wrestled with it for a couple hours to even get to the point where we were and then had to turn around, undo all of our work, repack the darned thing, and get it ready to be shipped back for pick up from our secure apartment building) and get a complete refund, even on shipping. I had a response within an hour or two (first shock!) and was told that they’d let me return it for a complete refund or re-ship another item. I chose to return for refund, and they had FedEx pick it up a few days later. They said it could take up to 5-8 weeks for the refund to happen, but we had the refund back on our card within a week.
The second one was definitely above and beyond. I was attempting to order some items from methodhome.com and receive a free t-shirt I had been given a code for in the main recently. I only really liked one of the shirts, but I couldn’t get it to add to the shopping cart. I contacted the “customer service” for methodhome.com, but they said that they couldn’t help me and asked me to contact some place else, giving me a broken link. I asked for a new one, and followed that one to another customer service portal (apparently method uses a separate company for the shopping cart). I emailed them as well.
The above is not the good service, obviously, because it took forever for the non-customer service place to get back to me both times and then it took a long time for method to get back to me. After a little over a week of no contact, I went ahead and placed the order, putting another shirt in the cart for the free shirt instead. In fact, not only did I place my order, but I received it as well before hearing back about the cart error I kept getting. When I did hear back, I wasn’t expecting much, especially since I had already placed an order from them. I, however, was very wrong. The response was short and succinct: They were sending me the shirt free of charge. (Remember, though, that the shirt was going to be free anyway, but this was a second shirt, since I’d already placed the order and received it for the other items and the first shirt.) That was much more than I expected, although I was a bit disappointed that the customer service issues took so long to get a response. (Although, to be honest, it always takes over a week each time to get a response back from method, just FYI, in case you ever need to get through to them. In the end, I’ve always had a good outcome, but it has always taken time to hear back.)
I’ve never had two good customer service happenings so close together, and I’m pretty excited that they were both pretty painless to deal with. One was just a bonus, but the other could have been a pretty big pain (and would have been a pretty big loss of money for us, considering how frugal we both are).