Second Base customer service has officially won me over

Holy cow, folks. I am so touched!

A package arrived at my house this afternoon, and I was a little puzzled because I hadn't ordered anything aside from the necklace that I'd already received. Had I been sleep-shopping, or something?

Apparently not.

What happened instead was that the creator of Second Base encountered my review on the forum a couple weeks ago, because today I received a package with a VERY sweet thank you letter. I was particularly touched by the care and personalization in the letter, responding to specific sections from my forum post and thanking me for posting a thorough and thoughtful review.

Even more generously, the company enclosed some free camisoles to try out, and the letter even suggested specific dresses from my blog photos that the camisoles might work with (trying the citrus demi-cami with my yellow and gray faux-wrap dress, for example.)

I am so impressed and stunned! I've been raving about how great their products were since before this occurred, but this truly is over the top, stellar customer service.

(Just as a disclaimer; everything I have posted about Second Base has been 100% unsolicited, 100% my honest opinion, and without the expectation of receiving anything in return. I honestly didn't and do not expect anyone outside of our regular forum participants/browsing readers to see my review, and just wanted to share how thrilled I was about the experience in case others were interested in giving their camisoles a try, too.)

I'm still feeling kind of speechless. Wow!

This post has 1 photo. Photos uploaded by this member are only visible to other logged in members.

If you aren't a member, but would like to participate, please consider signing up. It only takes a minute and we'd love to have you.

13 years ago

Ornella

(website)

Veteran

Wow, I must say that next to Michael Kane's personal response here to one forum member's post about a lot of her KK clothes that needed replacing due to some accident, this is equally fantastic and unforgettable story about great and generous customer service.

And you are a deserving and eloquent recipient of such a lovely gift.

Kari

You know, honestly, I just think it touches me when a company representative remembers something specific about me, or pays attention to reviews on a personal level in this way.

About a year ago I had a sales representative who helped me out at Nordstrom, and we while we weren't able to find the specific item that I was looking for, she helped me place a special order for a different (inexpensive) product.

Then a few days later when some new items came into their store, she took the time to call me and tell me that some of the pieces had specific attributes that I'd been searching for the other day in the store, just in case I was interested in checking them out.

I was so impressed that someone would take the time to do this, and remember exactly what I was looking for - and it didn't feel like a high-pressure sales technique either.

Carissa Rose is another company that really won me over. Not only are the company representatives very responsive if you contact them with questions, but Carissa herself helped my mom order a shirt for me as a surprise gift, and was very sweet to her in helping her find just the right size.

Honestly, the personal touch - whether with a small, owner-operated company or a large corporation - goes such a long way to making me feel like my opinions are heard, and totally solidifies my brand loyalty. I particularly love having this experience with small online retailers like Second Base - though I'm shopping virtually, it makes me feel as if I'm buying from a small neighborhood boutique where my reaction and purchases truly are noticed, and my business is valued. I'm willing to spend a little more money up front if I know that the company really stands by their product quality and commitment to customer service; it's not only the great experience that I have as a consumer, but the fact that I genuinely feel proud to support a business that stands by these principles.

Isabel

I just LOVE Second Base. They are wonderful. I knew that I was going to love them when they wrote me, by hand, a thank you card for ordering from them. These types of places are such a rarity. I just ordered some things from a site called A Touch of Europe and they reminded me of Second Base by sending along a wonderful handwritten note and then an absolutely lovely email.

Isabel, how wonderful! What a fantastic company.

marianna

Amazing! What great CS! Love this.

Transcona Shannon

This is just all kinds of fantastic Kari! I'm always so impressed with companies that offer this level of customer service.

It makes me very eager to support their business in the future, for sure.

ManidipaM

This is such a great story! Good to remember to restore my faith in humanity and customer service on days when I can't get a store to even call round their other outlets to check if the out-of-stock shirt is available there... when they expressly advertise this service!

Deborah

Such a lovely story Kari! This must be customer service It's best.

harmonica

This is what costumer service is all about. Seeing the costumers needs and showing that you / the company are appreciating *you* as a good costumer. I'm so happy for you! Lovely story

Laura

Their product is fantastic. I can't imagine how I lived without Second Base camis, particularly in the heat of summer. I am wearing one most days. So far I have stuck with basic black, cream and white, but your posts are making me thing about branching out into sequins! Enjoy playing around with your new camis!

lynne

What great customer service! I love Second Base. Your post reminded me that I was thinking about placing an order....

Diana

Wow! That's awesome, Kari. You and Isabel have me convinced that I need to place an order with them ASAP.

christieanne

Great customer service is something to be appreciated and recognized! Glad those are working for you.

At this point I'm wearing at least 2 of of the Second Base camisoles per week. Now that I have more variety to choose from, I'll be doing so even more often! The longer styles are super comfortable and actually are staying in place pretty well when I layer them under an item like a sheer blouse where I want a little more coverage.
For those of you like Lynne and Diana who are thinking about ordering them, I can't recommend their products enough, even without this incredibly sweet customer service experience. To me, that's just the cherry on top.

Jem

Wow, that's a great story! I'm happy for you that they sent you some more and can't wait to see how you wear the zebra print one! It's nice to hear about such great customer service, it makes me want to order from them even more!

Jem, I'm thinking about how I want to wear that one! Certainly with solids like my black faux-wrap dress and also the deep periwinkle dress I wore to the wedding last weekend, but I'm dancing around the idea of pattern mixing too - like with my coral patterned dress. We shall see - I'll report back when I try it!

Nebraskim

Because of this, I went to their site and am now going to order a couple of items. This is brilliant, brilliant marketing on their part because you have told all your friends who will tell their friends. Thanks for posting this. I have been looking for camisoles like this for a long time, and I had missed your original posting.

Nebraskim, I agree completely. And it doesn't feel like a slimy marketing ploy; it's a very shrewd and impressive way to earn loyalty and great word of mouth recommendations through providing both a great product and stellar service.

I'm more than happy to publicly give a company props for going above and beyond in this way. It makes me proud to support them and wear their product.

And like ManidipaM mentioned, experiences like this totally make up for the crummy customer service I've received at certain other stores where I felt like I was just an open wallet or worse, a hindrance to someone who wasn't really even interested in helping me or making a sale.

cciele

That is so awesome Kari! And you know what, right after I read your original view of Second Base I ordered two It is definitely a great product and delightful to read about the great customer service!

Anonymous

Wow, that goes above and way, way beyond! Fab!!!

Category