Friday, July 2, 2010 Good Customer Service

I have not ordered much in the past from, but on my recent order, I was so impressed by their customer service that I had to add them to my Good Deals list.

They offered 100 Sharpie-brand markers for $29.99 with free shipping. Not just regular Sharpie markers, but a wide variety - regular, fine, broad, highlighters, Professional-series markers, and so forth; these usually sell for about 50¢-$5 each, depending on the variety, and this has no shipping or sales tax. Further, since they offered a free $50 gift certificate with a purchase of $50 or more, I got two sets. Yes, 200 markers might last me a while, but I know that Sharpie-brand markers will hold up until I need them.

The day of delivery, I got an email with a bold banner instructing me to "check the porch - your order has been delivered!"

I found the box by the door, and I, being a conscientious shopper, counted them. There were 194. I emailed, hoping somebody might send an email apology and drop a half-dozen pens in an envelope in the mail.

That's not what they did. I got an email THE SAME DAY confirming a return and credit for the entire cost. Not just one set, but both. And not a RMA, but an updated receipt specifying that they had already been returned. (Granted, I have not seen a credit clear my account yet.)

And today, three days later, I received a box by UPS with 100 more markers. No receipt, statement, bill, anything - just 100 markers. That's customer service in action.

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