Customer Service - again... a great one and a Sigh...

[susandennis]

I do not buy a lot of shoes. Back when I did, Zappos was the way to go. But now they look like 2002.

Yesterday I found a new pair of Crocs that I want for winter. They have no holes and are faux fur lined. So I googled around.

Endless Shoes and Bags offered free overnight shipping and free return??? WTF are they serious? It is really pretty sad how quickly I'll bend over for free shipping alone but overnight? I'm a trashy, always available, street corner cheap whore.

So I ordered. And the damn things arrived today! And they are a little tight. And it is nowhere near cold enough to wear them, so I thought I'd test their free return. Their process is so simple, Travis could do it. Seriously. It's amazing. Ordered a new pair. And I know they will be here tomorrow.

It's like having your crack dealer next door!

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And now let's go back to Carbonite for a minute.

To recap, out of the blue, they sent me a 'get a free month if you renew now' email. I tried it, their website failed. The error said to send them email and I did and got a response that basically blamed my browser settings for their crappy web development.

Then I wrote about it here. Then I got a lovely email from one of their Vice Presidents. It really was thoughtful and straightforward. We swapped some email and he apologized and said that for my trouble and my reporting of it, he would give me a year's free service.

Now, I did NOT ask for this - I was very careful not to. I wanted them to step up to the customer service plate instead of striking out at every chance. He stepped up and threw in the gift. His note said it would appear in my account 'in a few days'. Not clear how many Carbonite counts a 'a few' but apparently it's more than six. (Or four if you are not counting weekends which is kind of lame in a 24/7 online business.) No sign of any action.

I have not decided yet whether not I'm going to re-ping him on it. I'm kind of just disgusted with the whole thing am rethinking my backup options (of which there actually are many.)

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But I do love those shoes. Or I will when I get the right size. Tomorrow!

Comments

[galebird.livejournal.com]

Zappos does the exact same stuff as Endless. I use them all the time and not only is the shipping lightning fast and the return process wonderfully easy, they have some of the finest live people to talk to when you call. Always friendly, always warm and always remembering to say thank you. I'll have to give Endless a try too for when there's stuff I can't find on Zappos!

[susandennis]

Thank you!! I have not used Zappos in several years so I did not realize their free shipping was overnight. I also did not remember their return process being quite so painless.

So I do appreciate hearing your experience!! I don't want to be unfair.

[queen-of-goat.livejournal.com]

I agree. I've always had wonderful service from Zappos and returns have always been painless.

[machupicchu.livejournal.com]

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I'm a trashy, always available, street corner cheap whore.

That's hilarious, and so helpfully descriptive. I'll keep you in mind as a recommendation the next time I hear of someone who needs one!
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