fame and shame · Sartorial stuff

Day 388: Close Encounters with Customer Service

As I’ve mentioned before, I’m trying to wean myself off Amazon and instead support local businesses and ethically made products instead. The thing is, Amazon has really perfected the logistics—the correct stuff arrives the next day, and returns take a few small clicks and a walk to the mailbox. In contrast, the local businesses have taken a bit more time to deliver, and returns have required a bit more effort. One place even sent me two of a completely different item than the one I’d ordered. All of this, and they’re more expensive than Amazon by far. But can you really put a price on treating your workers fairly? Well, yeah. And this is it.

On the upside, any interactions I’ve had with customer service at these businesses have been very positive. Here are three of my favourites.


Dear Encircled,
I love the dressy leggings I bought from you, but I’ve washed them once (cold water, gentle wash) and the stitching is coming undone on the inner thigh. I’ve attached a picture. Is this a quality control issue?
Thanks,
Decemberbaby

Dear Decemberbaby,
That is certainly a quality control issue! I’m so sorry this happened. I’m sending you a shipping label so you can return the leggings to us—we’ll take a look at them to see what went wrong in production. I can either send you a replacement pair or refund your money. Which do you prefer?
Encircled Customer Care

Dear Encircled,
I’d love a replacement pair. These leggings are the best leggings I’ve ever worn!
Thanks,
Decemberbaby


Hi KnixTeen,
I bought a pair of underwear from you, ordering the correct size according to your sizing/measurement chart. They’re super soft and comfy, but they keep slipping down. Is this an issue of size? Or is there a different cut or style that might stay up better?
Thanks,
Decemberbaby

Hi Decemberbaby,
Sounds like those are definitely too big for you. Since this is your first purchase from us, I’d like to send you a new pair in the next size down. We can’t take back the original pair due to health regulations, but we ask you to please wash them and then either donate them or pass them on to someone who can use them.
Thanks for your business,
Knixteen Customer Service


“Reflections, how can I help you?”

“Hi, I just received an order from you today. The invoice is correct, but the items in the box do not match the invoice.”

“Can I have your invoice number, please?”

I recited the number.

“I see you ordered a stuffed animal. What did you receive instead?”

“Two tote bags filled with miniature stuffed animals and hardcover books.”

“Okay, I know which ones you’re talking about… I’m going to go ahead right now and ship you what you originally ordered, but my boss isn’t here right now, so I don’t know whether he’s going to want to have you ship it back to us. We’ll be in touch about the return label.”


I know, I know. The first and last examples are simply corrections of mistakes made by the vendors in the first place, but they were so nice about it. As for the middle one… who says, “Yeah, you bought the wrong size, so we’re just going to send you a free pair of the right size.”? Well, these guys do.

3 thoughts on “Day 388: Close Encounters with Customer Service

  1. I’ve been trying to do exactly the same thing, and what I’m finding baffling is that Amazon orders arrive within 2 days even if I don’t pay for fast shipping. Anything else…I’m waiting weeks. I’d just love to know *why* this is happening! Also, the resident teenager is very happy with her Thinx

  2. So lovely to hear the good responses to problems when ordering on line. SO often on the issue not the response is mentioned. I agree re trying to not Amazon when possible. Hope your flare is improving!
    TodayW: Thanks for mentioning teen response to Thinx. Helpful for my grands.

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