It’s important to share good customer service experiences.
This one is about chewy.com
Never heard of them before, but Google pointed me their way because they had good deals on dog food. The fact they had the best price, coupled with free shipping (on orders over $49, which mine was) made it worth trying them.
I placed my order.
Shortly after placing the order, I decided to cancel the order. Nothing with chewy.com, but rather I changed my mind about the food I had purchased (Blue Buffalo Wilderness; ended up reading about their lawsuit and sorry, just not sure I can trust that). Alas, I saw no way to cancel the order from my account order page.
I used the Live Chat service and spoke with the rep. She attempted to cancel the order, but said that it was “pulled” meaning it hadn’t truly shipped but was in process of, so she was going to try to contact shipping to get them to fully stop it. Alas, I ended up seeing the charge to my bank card. I contacted chewy.com through Live Chat again. Apparently the order still hadn’t shipped (holidays), and that rep ensured I was given a refund. She also said that she’s pretty sure the order didn’t ship, but if it did to just refuse the shipment.
So I did see a refund to my bank card. So all money is squared up there.
But today? The shipment actually arrived. I wasn’t able to meet the FedEx man at the door, so the box was left and I was unable to refuse it.
Once again, off to Live Chat. The rep looked into things and said not to worry about it. That I was still refunded, that I wasn’t going to be charged, there was no need to return the food – just donate it to a local shelter.
Consider it done!
So while things weren’t exactly perfect, chewy.com made it easy for me to contact them. They were responsive, friendly, helpful, and worked to resolve things. And the fact they just said “donate it” and ensure some furry friends get to eat it… well, how can you beat that!
And that is how you win customers.