A Good Customer Service Experience

I am a reasonable person and I know that things in life aren’t always perfect. I fell down hard when I saw that not only did Bags by Awesome Grannie have a new extra large project bag but that she was also putting up a coupon for 20% off. I mean…I love her bags…how could I not?

I was so excited when the packed showed up at my door and Jellybean and I tore it open. But I was a little surprised when the fabric was different than I ordered and it was smaller than I expected. I contacted the shop and we quickly ascertained that another person in Kansas with a similar name had ordered that bag and I got it by mistake. Darlene apologized profusely and quickly rectified the situation. She worked up my actual bag in wonderful happy sheep and shipped right up. She also sent me a pre-paid envelope to send back the other bag so it could go to its rightful home.

It was just such a great example of great customer service. She responded promptly and nicely over a very simple easy mistake and I had my product in no time. It’s safe to say she will get more of my money in the future!

Happy Knitting

Customer Service: It’s Important!!!

Remember my goodies from yesterday? Well, there is an interesting story about how those goodies got from Knit Picks to me.

I had them shipped to my work address because I dislike packages sitting on my doorstep out in the open, especially at the holidays. So the package was supposed to arrive on Monday but it got there on Saturday. Well, we don’t accept deliveries on Saturday so it went back to the post office. On Monday, I went in search of package. Online tracking told me to contact my local post office, just a block away from my work. So I stopped by at closing time and asked for my package. They looked and couldn’t locate it, sigh.

I went home and called Knit Picks. They could see the same info I could, the package was sent back to my local post office but they couldn’t tell which one, double sigh. But what came next surprised me. The Knit Picks representative told me no problem, we’ll ship you a replacement right now. No questions asked, no haggling, no arguing, no foisting me off on the United Postal Service. The rep was pleasant and apologetic about a problem that wasn’t even their fault. I hung up a very happy customer.

I did have an ace in my pocket. I have an Aunt who is a long time postal employee in another city. I asked her for advice to find the original package. With her help and the internet I thought I found my package and asked for re-delivery. Easy peasy! So I hopped on the phone and called Knit Picks and cancelled my re-shipment. Again they were pleasant and grateful that I had called back in a timely manner and canceled my order. Again, I was very impressed. They even left notes on my order in case I couldn’t locate my package and really did need a replacement.

Now, it wasn’t all sunshine and roses from here. The post office called me the next day and told me they couldn’t find my package per my internet request. So I went in person to my local office first thing they opened and inquired about my package. I am a frequent visitor to this office and strive to be pleasant to all the employees. They have a hard job and I appreciate what they do…even when they are grumpy. They took my info (again) and told me they would keep looking and call me on my cell. In less than 2 hours they had found my package, put it on a truck for delivery, and personally called me to update me. They were nothing but courteous and helpful. The package simply got shuffled.

This time of year can lead to flaring tempers and harsh words. This just goes to show that a pleasant attitude and perseverance can go a long way. I tip my hat to both Knit Picks and to the USPS this holiday season.

I’m off to leave feedback with both companies about the wonderful customer experience I received while resolving my wayward package.

Happy Holidays and Happy Knitting!