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.
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 and Sophie|