We'd ordered some online a while ago. A long while ago. After several days, we received the *first* email from the vendor saying something along the lines of, "We value customer service and have received your order. We anticipate that it will ship on [... some date about a month in the future]."
As the estimated ship date rapidly approached, we received a second email saying something along the lines of, "We value customer service. Your items are anticipated to ship on [... some date about a month in the future]."
Really? Good customer service is two emails in the span of a month with no explanation as to why the items are delayed?
So I had She Who Must Be Obeyed cancel the order. There's only so many times you can shave without a mirror before you slice off some important part of your face.
And I went searching... and found some different ones at Just Vanities. So I placed the order.
And within *minutes* I received a response saying that they'd received the order, the items were in stock, and we should receive them within the week. Oddly, there was no mention of "valuing customer service."
The next day I received another email saying that the items had been picked from the warehouse and would be shipped shortly. Again, there was no mention of "valuing customer service."
The next day I received another email saying that the items had shipped. Late in the evening I checked the tracking number, assuming that they'd just have started their journey. I was surprised to see that they'd already arrived at the Fedex facility here. Again, there was no mention of "valuing customer service."
They'd shipped them overnight at no cost.
But it gets better.
When we opened them the next day, they looked better in person than on-line and really tied things together in the room. But... one had a manufacturing defect; the paint was bubbled along the edge of one of the frames.
So I called their customer service line.
The person said that they would ship out a replacement. And that we should keep the old one; if the manufacturer wanted it back, they'd send a pre-paid shipping label to us within two weeks. If not we can dispose of it as we see fit. Again, there was no mention of "valuing customer service."
The replacement arrived within two days Again via overnight Fedex. At no charge.
It is interesting to contrast the behavior between the company that started every correspondence with "we value customer service" and the one that never mentioned it once.
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