Good Customer Service

texasgal

In light of Jane's recent post about lackluster customer service, I thought I'd share an example of superb service:
I received a Lo and Sons bag (the OMG) as a Mother's day gift about 4 years ago. It had proven to be such a workhorse for travel that I got one for my daughter. Well, after about 2 years the zipper on hers broke, and the zipper on mine only zipped one way (it's supposed to zip both ways). I emailed them to let them know, they apologized and sent two NEW bags to be to replace the malfunctioning ones (and told me to just keep/donate those).
So- there are companies who stand by their products, even many years later, and I just wanted to highlight a great one.
Anyone else have a great customer service story?

4 years ago

General

12 replies

Latest reply was from Gigi

Pat_P

Active Member

Patagonia! My first choice for gear, both for their customer service and for their ethical business practices. I had them once replace an item that was 12 years old, because they said that was too soon for it to fail. (I had sent it to their repair shop, but they couldn’t fix it.) I was so impressed that they are my first stop for outdoor gear. Often the more expensive choice, but worth it to me - and sometimes the least expensive in the long run because of longevity.

4 years ago

Jane

Veteran

Nice thread! Helps me!

Boden. Stunning. I returned a red coat nine months after I bought it, unworn, still in the plastic wrapper. Full value credit note. Love Boden!

4 years ago

Becky

Veteran

I buy most of my shoes from Zappos, mainly because they have more options in my size/width combo, but their customer service and the ease of returns is unparalleled.

4 years ago

texasgal

Active Member

I too love Patagonia products (their NanoPuff is fabulous!!!) and shop frequently at Zappos for those very reasons. I'll have to give Boden a try!

4 years ago

bj1111

Veteran

Nordies hands down. Unfortunate that I’m really trying to shop secondhand resulted in less shopping at nordies

4 years ago

anchie

Veteran

Wow, I am impressed. I don’t have any experience like this.

4 years ago

taylor

Veteran

That is a great story! I wish more companies behaved like this !

4 years ago

Angie

(website)

Fashion Stylist

Nice story.

ZAPPOS. Their customer service cannot be beat. Best of the best.

Nordstrom. You can return anything at any time.

Boden is on the ball. Their refunds are speeding up too.

Amazon will credit your return BEFORE you've shipped back the item.

4 years ago

texasgal

Active Member

Angie- I agree on Amazon- and Amazon Key now delivers into my (detached) garage, significantly decreasing the risk of "porch theft".

4 years ago

JAileen

Veteran

I love Zappos. They sent me the wrong sandals, and told me to keep them. Oh, then they sent the right ones. I don’t wear the coral patent sandals very often, but they look great with grey. Also, they send things the next day. Sometimes it’s less than 24 hours. They’re amazing.

4 years ago

Anonymous

I'm happy with Nordstrom too! They've never given me a hassle about (many) returns.

4 years ago

Gigi

Veteran

I've had great experiences with Zappos and Nordstrom. Zappos always credits my account before they even receive my returned merchandise.

I recently had a great experience with Nordstrom. A couple of weeks ago, I returned a pair of already-worn sandals. I bought them near the end of last summer, and when I wore them, the ankle strap cut so badly into my ankles that they bled, and I couldn't wear any ankle straps for two weeks afterward. I found that if I wore the sandals on a very loose setting, the ankle strap didn't hurt so bad. But this summer, I decided I wasn't OK with having paid over $100 for sandals that I have to baby and that I can't wear on the proper strap setting (I have very small ankles and really need the tightest setting), so I returned them and told them why. They didn't give me a hard time about it at all, and my account was immediately credited.

4 years ago

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