Okay, it is easy to complain so it should be easy to praise as well.
I recently won and received a gift certificate for wine.com. Needless to say, it did not stay unspent long (like seconds).
There was a slight problem with the order and when I called to inquire, Cathy from wine.com’s customer service informed me that one bottle from my order was missing. I could wait until the order was completed and so aside from some chatting ’cause I’m a talker, the call was over.
Well, imagine my delight when I open my email and find out that Cathy from wine.com not only removed the missing bottle from the order so it could be shipped to me right away, AND no only did Cathy search the warehouse and find the missing bottle and arrange for that bottle to be shipped to me as well.
Cathy from wine.com also waived the shipping fees! (Yippee! Enough for another bottle!)
I responded with the following email below:
You are wonderful. Thank you so much for your help and over-the-top assistance with my order. Please pass this message on to your supervisor or send me their email and I will tell them directly how thoughtful and kind you have been to me. That you are a credit to the company. And that I am a very loudmouthed broad who is delighted to tell all and sundry what great customer service wine.com has provided me via YOU. I look forward to visiting (and purchasing from) wine.com repeatedly in the future.
Being a gal of my word, I’m posting this consumer-company exchange. I hope wine.com keeps Cathy because she is going to be the reason I purchase wine from them in the future.
(Crossposted at Shout First)