This is something we all encounter from time to time. It can be in a store, online or on the phone. Of course, there can be all levels of customer service from nonexistent to bad to quite good. On rare occasions I have encountered above average, even excellent customer service. I was fortunate to have this happen to me recently and I thought I would share the story with you. I am absolutely not advertising for anyone but I did want to share something positive that happened to me last week.
We shop with an online Pet Store for our two cats’ food and other supplies. This online store has competitive prices and free shipping over a certain dollar amount so it is handy for us to use especially since we are staying home more due to the pandemic. My last order was about a month ago and I picked out a special “cat scratcher” item as a Christmas gift for our cats. Sophie and Zeus usually love any toys or other items that we get them but for some reason they simply were not interested in this scratcher. They each tried scratching on it once and that was it. After I had received it the Pet Store emailed me and asked if I would review it on their website. I did write a review for them and honestly said my cats were not interested in it. I was nice about it though and even said that it was well made and other cats might like it even though mine did not.
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| Cat Scratcher |
A few days later I received the nicest email from a Customer Service Representative with the company. He said he was sorry the item did not work out and that he had refunded my card for the purchase. He also said: “As a fellow pet parent, I completely understand that not everything works out perfectly. Instead of shipping anything back to us, in this case, we ask if you would please donate this to a local shelter, rescue, or friend in need so that way a needy furbaby can have a brighter day.” He suggested a few alternative items if I was interested and then ended his email with: “In the meantime please stay safe and please give Sophie and Zeus some lovin' from their friends here at Chewy. If there is anything else we can do, please don't hesitate to let us know. We're always here and more than happy to help.” He then signed it “Best wishes and pet kisses”!
I was blown away! I
had not complained about the item but just gave an honest review and I
certainly did not ask for a refund! I also love that he suggested we donate it to a shelter. Maybe it is just me, but I think this was customer service over and
beyond what was necessary. It also made
me feel really good to know there are still companies and people out there like
this.
As far as Sophie and Zeus go, well just like children they did enjoy the box it came in!
Zeus
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| Zeus and Sophie |
What a fantastic company! It really brightens your day when people go above and beyond. And the bonus for them is that you'll continue to shop with them and spread the word. A win, win situation for all. I just wish others would take heed! xx
ReplyDeleteHi, welcome to my blog! Yes this truly did brighten my day. I don't mean this to be advertising for the company but if it could encourage more people to be kind and caring to others that would be wonderful. Thanks for stopping by!
DeleteThat was truly out of the ordinary, and I am so pleased you had that kind person emailing you, Bonnie!
ReplyDeleteYes, it is so cat-like to be more interested in the box than in the item that came in it - our cats were pretty much like that, too :-)
Will you give the scratcher to a shelter or someone in your circle of friends?
I am going to see if either one of my two son's cats would like it and if not I will donate it to the shelter where we adopted our two cats. I love that the company made that suggestion.
DeleteThank you for sharing, we have a couple of cats and love it when we find anyone who loves our pets as much as us, our neighbours children would pop over often to play with them. The email is full of care for animals, sounds a very good company, glad you are using and supporting them.
ReplyDeleteHi Poppy! It is wonderful when you find others that truly love and care for our pets and all pets for that matter. How nice that you have a couple of cats too. I am such a big lover of cats!
DeleteYour post shows just how great Chewy is at not only meeting customer needs, but going well beyond expectations to keep their customers happy. I have found them to be one of the best companies around. Top notch service and very fast deliveries. I use their autoship program for my dog's food.
ReplyDelete(And, no, I don't work for the company--just a happy customer.) :)
Yes they really are a great company and as I said I'm not advertising for them at all, just blown away at the kindness they show. The past year has not been an easy one for any of us and to me this just shows how a little kindness can go a long ways!
DeleteI did use Chewy, for Cat litter...then due to change in pricing, PLUS the way it was handled when shipped, I quit. Wet catfood the same way, I just quit ordering it a lot sooner. And I don't think it is Chewy...they would replace things with no hassle at all...and Chewy came in so handy when my leg was broke. One of my daughters uses them for everything.
ReplyDeleteI'm sure the pricing can vary. I am a competitive shopper and we had trouble finding the canned cat food our cats eat at a good price until we found it on Chewy. We buy it a case at a time which reduces their already competitive price. Then when the pandemic started and we were trying to avoid going out we switched over to using them all the time.
DeleteIt seemed like no matter which service delivered it, they treated it so rough. And I did buy catfood through them a time or two and the cans were so beat up it was not funny. And I don't think that that was chewy...I just think almost everyone that handles it treats it rough.
DeleteIf things happened till it was hard for me to get out, I would not hesitate to use them again cause they were always so nice about trying to make things right. Well, they did make things right.
Wow! That's incredible customer service! Thank you for sharing that. I don't use Chewy since my husband works in a pet store, but I'll tell my pet owning friends about your wonderful experience with them!
ReplyDeleteThis past year has been so difficult that it really touched me to see a company that would do this. I am not representing them in any way but just sharing that there are still good companies and people out there. Maybe shared kindness can encourage more kindness in our world and we can all use that!
DeleteI've always had good experiences with Chewy. Honestly, when things like that happen, you want to be a customer for life.
ReplyDeleteYou are right, I love doing business with people like that. I have to watch prices but as long as their prices are competitive I'm shopping with them.
DeleteWonderful, but I wish they wouldn't call cats "furbabies".
ReplyDeleteAhh, what's wrong with calling them "furbabies"? Actually I know that term is used for dogs and other furry pets too but it doesn't bother me. I sometimes call our cats my "children". I wonder if that is better or worse than "furbabies"? ; )
DeleteI don't know - it makes them sound too much like a human substitute.
Delete; )
DeleteThat's the kind of service I would like.
ReplyDeleteGood customer service does make a difference, doesn't it Red!
DeleteThis kind of customer service seems to be happening a lot. Keeping customers is high on lists. My sister and neighbor use Chewy and like it a lot. I use Amazon for the 5x points.
ReplyDeleteWe use Amazon for much of our shopping, especially since the Pandemic started and we're trying to stay in. I don't know about the 5x points - I'll have to check that out.
DeleteI have not run into much customer service like this experience recently but I sure appreciate it when I do see it. I love to see the competition because then the customer benefits.
Wow! How wonderful of that company. Their approach certainly has warmed the "cockles of my heart"! That is just great...a heartwarming story, that is for sure.
ReplyDeleteKeep taking good care, Bonnie...friendly miaows from Remy and Shama to your Zeus and Sophie. I hope all are well in your household. :)
Don't you love companies that help take care of our sweet kitties! I hope you are well too Lee. We are getting by okay. Tell Remy and Shama that Sophie and Zeus send miaows and head rubs right back!
DeleteThat company understands the value of good customer response. Look at the number of readers you passed it on to. Great reference for them. Much better than kicking people around and wondering where they went.
ReplyDeleteThat is true even though I did not post about it to help them but rather to share what to me was a rare positive experience. It made me feel good to have such an experience. I've love to see more customer service like that!
DeleteOh wow! That is just what we needed to hear. Totally awesome! :)
ReplyDeleteIt just blew my mind when I got the email! I love too that they suggested donating it to a shelter. I'm going to see if my son's cat can use it and if not I'll give it to the same shelter where we got Sophie and Zeus.
DeleteNice to see the cats enjoying themselves with the boxes Bonnie. xx
ReplyDeleteThey would be happy if we had a house full of boxes! xx
DeleteYes Chewy is known for great customer service...I ordered from them a few times:)
ReplyDeleteWe have been happy with them. It is so nice when you find a company that really treats you right.
DeleteI will have to give Chewy some of my retail dollars as we have two rabbits that need food on a regular basis. Thanks for sharing, Bonnie. It is good to hear that people do still care about others.
ReplyDeleteI'm really not advertising for them but I sure did appreciate their good service!
DeleteRe your comment on my Pics & Piecing blog...you asked if I had a long arm. I wish! No, I quilt on my Juki 98Q. Which has a tiny bit bigger area to the right of the needle and it does make a world of difference. I have quilted one 92 inches square on it. This one I think is about 85 x 95...it really is a bit of a struggle part of the time.
ReplyDeleteSorry Rose, I just now found this comment. Your quilting is always so good that it looks like it was done on a long arm! I have Janome that has a large opening to the right of the needle and that does help when quilting.
DeleteI use chewy also. Recently I ordered big dog chews accidentally for my tiny little dog. I asked if I could swap them since they were unopened and admitted it was my mistake when ordering, they kindly told me to gift the large treats to someone in need. Like you say, great customer service.
ReplyDeleteWow, what another really nice example of their kindness! I appreciate that kind of customer service and will continue to give them my business. My cats now recognize a Chewy box when it comes and they get excited!
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