Thursday, December 6, 2007

Shouting About Great Customer Service

First off, let me just say right off the bat that this is not a paid post in any way, shape, or form - it's just a really happy customer telling people about a really great company because when you find someplace that has an outstanding product and even more outstanding customer service then you really need to tell people about it.

Three years ago I went to a local Coldwater Creek store in search of a dress to wear to my company's annual holiday party. I found a dress that I really liked and was even able to buy it in a smaller size as I had managed to lose some weight. Shortly after that I started having some major back problems and by the time the holiday party rolled around, the dress didn't fit as well as I had hoped even though I still really liked it. I decided to keep it to hopefully wear the next year while finding another dress to wear that year. I was up for Employee of the Year and wanted to look my best if at all possible. (I won by the way!)

By the time the next year rolled around, I had been through even more unbearable pain, eventual back surgery to alleviate the problem, and managed to gain back all the weight I had lost while adding even more thanks to all of the Vicodin and other medications I had taken in order to keep the pain under control. No way was I going to fit into the dress yet again so it hung in the closet while I bought another dress. Still, hope springs eternal and I was hoping to lose the weight and be able to wear the dress this year.

Yeah, well, that didn't happen and realist that I am, I finally came to the conclusion that there was probably no way I was ever going to fit into that lovely form-fitting forest green dress that had been patiently waiting in my closet with the tags still attached for close to three years to make its debut. But what to do with it?

While looking on their website, ColdwaterCreek.com, for a potential dress for this year, I read the following in their Customer Service area:
100% Guarantee: If a Coldwater Creek purchase ever fails to meet your expectations for any reason, return it for an exchange or a full and prompt refund of the merchandise purchase price. There's no time limit to our guarantee, so there's absolutely no risk.
A lifetime guarantee? I contacted a customer service representative via their Live Chat function and she told me to mail the dress in using a prepaid shipping label I could print off their website and they'd take care of it. I did just that and without any hassle or questions they issued me a gift card that arrived in the mail yesterday for the amount I paid for the dress three years ago. How cool is that? A credit that I can use to buy a new dress for this year!

Good customer service seems harder and harder to come by these days - gone are the days of "the customer is always right" - so like I said, when you find a company that has it you need to tell people about it and shout it from the rooftops. I'm going to go rest my voice now and you should go check out ColdwaterCreek.com!

2 comments:

  1. I've seen their catatlog...but never shopped there...great to know they are such a wonderful company...(are we gonna get to see the new dress?)

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  2. Now that is some great customer service. That's a company that has figured out how to do it right.

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